Brand new Surface Pro constantly dropping my microphone and my internet

Jennifer Valentine 0 Reputation points
2026-08-24T14:26:26.9033333+00:00

I have a brand new Surface Pro. It is CONSTANTLY dropping the microphone (my colleagues can't hear me) on TEAMS and it's CONSTANTLY dropping my internet. I have my old computer also still set up and it almost never drops the internet. I'm getting so frustrated. Any suggestions?

Surface | Surface Pro | Network
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  1. Clary-N 15,095 Reputation points Microsoft External Staff Moderator
    2026-08-25T07:46:28.0366667+00:00

    Hi Jennifer Valentine,

    I understand how frustrating that must be, especially on a brand-new Surface Pro.

    Before moving on to more advanced troubleshooting, could you let me know whether you've had a chance to try the AI Answer's suggestions, particularly the Wi‑Fi adapter refresh, audio driver reinstallation and Windows microphone test? Please let me know which steps you've tried and whether they helped.

    As an additional check, I recommend creating a new local Windows user account and testing from that profile. This won't affect your existing files or settings.

    1. Open Settings > Accounts > Other users.
    2. Select Add account.
    3. Choose I don't have this person's sign-in information > Add a user without a Microsoft account.
    4. Create a temporary local account and sign in to it.
    5. Connect to Wi‑Fi, sign in to Teams, and test a call or meeting.

    This can help determine whether the issue is tied to the current Windows profile or affects the device more broadly. If the problem does not occur in the new account, it may indicate a profile-related issue. If it occurs in both accounts, that would point more toward a driver, firmware or hardware problem.

    If possible, I also suggest testing on a different network, such as a mobile hotspot, to see whether the microphone and internet dropouts continue.

    Please let me know the results and I'll be happy to help with the next steps.

    If you have additional questions about this answer, please click "Comment".

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  2. AI answer

    2026-08-24T14:26:48.6233333+00:00

    Try these in order, since the problem affects both Teams audio and the Surface network connection:

    1. Check the microphone basics in Windows
      • If the headset has a mute button, make sure it is off.
      • Go to Start > Settings > System > Sound.
      • Under Input, select the microphone being used.
      • Run the microphone test:
        • In Windows 11, select the device, then Start test under Microphone test, speak, then Stop test and Play.
        • If the test fails or playback is weak/intermittent, the issue is at the device or Windows level, not just Teams.
    2. Make sure microphone permissions are enabled
      • Go to Start > Settings > Privacy > Microphone.
      • Turn on Allow apps to access your microphone.
      • Make sure desktop apps are also allowed to access the microphone.
      • If the camera includes a microphone, also check Start > Settings > Privacy > Camera and ensure access is on.
    3. Increase or verify microphone input level
      • In Start > Settings > System > Sound, select the microphone.
      • If available, adjust the Input volume slider and test again.
      • If the microphone volume is too low or not responding, Windows may show no movement during the test.
    4. Run the built-in audio troubleshooter
      • Go to Settings > System > Sound.
      • Scroll to Advanced and use Output devices or Input devices under Troubleshoot common sound problems.
      • Use All sound devices under Advanced for more options.
    5. Refresh the Surface Wi‑Fi adapter
      • First do a full restart of the Surface.
      • Then open Device Manager.
      • Expand Network adapters.
      • Right-click the Wi‑Fi adapter and select Uninstall device.
      • Restart the Surface so Windows reinstalls the adapter.
      • This is a common next step when a new Surface connected at first and then started failing across multiple networks.
    6. Check for wireless interference
      • If the old computer stays connected but the Surface drops on Wi‑Fi, test closer to the router.
      • Make sure there are no major obstructions between the Surface and the access point.
      • Nearby 2.4 GHz devices such as microwave ovens or cordless phones can interfere with Wi‑Fi.
    7. If Windows is not reliably detecting the microphone, reinstall audio drivers
      • Warning: uninstalling drivers temporarily removes the device until Windows reinstalls it.
      • Open Device Manager.
      • Expand Sound, video and game controllers.
      • Right-click each audio device and select Uninstall device.
      • If prompted, use the option to remove or delete the driver software for that device.
      • Restart the PC.
      • After restart, if needed, in Device Manager right-click Sound, video and game controllers and select Scan for hardware changes.
      • Then right-click the audio driver and select Update driver.
    8. For Teams-specific call quality, rule out the connection path
      • A poor internet connection can cause low-quality audio, delays, and dropped calls in Teams.
      • If possible, test one Teams call very close to the router or on a more stable connection path to see whether the microphone dropouts happen only when the network drops.

    If both issues started on a brand new Surface and continue after the Wi‑Fi adapter refresh and audio driver reinstall, the most useful next check is whether the microphone test in Windows itself is stable. If Windows microphone testing is also dropping, that points to the device, driver, or hardware rather than Teams alone.

    References:

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