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My microphone is not working properly

Anonymous
2024-10-30T07:47:35+00:00

Hello
I have a surface laptop GO 2. There is an issue with my microphone over the past few months. Whenever I have any use of my microphone like for a meeting, there is always a complaint that a static like noise is heard. Sometimes there is no noise, other times there is a huge sound and no one can hear me properly. I did not find this a huge issue then, as I rarely have meetings and only half the time there are complains about the microphone.

Recently I am having multiple meetings through zoom and whatsapp and the noise complaint is often mentioned and it is seriously starting to affect the quality of my meetings. I also recently realised that the sound arises when I move my device in any way. So I basically should not touch my device in any way that cause even a slight movement of the device. I have not really tried anything other than a surface diagnosis test, which seemed fine.
Please help!!

Surface | Surface Laptop | Sound and camera

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  1. Anonymous
    2024-10-31T09:10:49+00:00

    Hello, dear customer.

    Welcome to Microsoft Community.

    Just to confirm, are you using a Surface Laptop Go 2 or a Surface Go 2*? Because we often encounter customers who confuse the two models. You can specify the device model information in the* Surface App*.*

    After reading everything you've posted here, can I assume that you've been using the microphone that comes with your Surface during meetings?

    If you have headphones around to test, try connecting them to your Surface and testing with the headset's microphone. If you notice that the headphones work great, there is no problem with the microphone of the headphones, but once you switch to the microphone of the Surface, the annoying electric sound appears again, then you can basically determine that the problem is from the microphone of the Surface.

    You can try to restore it from the software and driver level first, such as trying to download the driver and firmware package for your Surface model:

    Download drivers and firmware for Surface - Microsoft Support ****

    Be sure to download the correct driver and firmware package.

    After the download and installation is complete, restart your Surface, and then test the video call to see if the issue can be improved.

    In addition to this, I recommend that you try holding down the power button for 20 seconds to force your Surface to shut down and then restart, this step helps clear the hardware cache and reawaken some of the features that may be in a "suspended" state:

    Force a shutdown and restart your Surface - Microsoft Support

    These are all recovery processes specific to Surface devices, and if it's just a driver failure, then the issue should be fixed. But I'm even more concerned that this problem could also be caused by a hardware failure, which is not something that can be fixed by reinstalling the driver, and requires the device to be checked and repaired by the Surface technical support team.

    But I'll mention another possibility here, electromagnetic interference. This phenomenon may occur when there are devices around your Surface that emit electromagnetic interference, and they are close to your Surface, and the devices that can emit electromagnetic interference include: mobile phones, ipads, and even lamps. So if necessary, try to look around for interference sources.

    If you confirm that there are no sources of interference around, I willI guide you through the Surface App to get in touch with Surface Live support, who can help you create a service order:

    Open the Surface App (usually built into your Surface device, or you can download it from the Microsoft Store if you don't have one) and follow the procedure below:

    1. Click "Help and Support" and then click "Get Help".
    2. Briefly describe your problem in the text box, such as "Unusual noise in the microphone", and then press Enter.
    3. Click "Contact Support" at the bottom.
    4. Select "Technical Support" and click "Confirm".
    5. You will see "Chat support" or "phone support" options, please contact them during working hours, you will get one-to-one support services.

    I wish you all the best. 

    Best Regards,

    Mitchell | Microsoft Community Support Specialist

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