We are aware that for Windows 10 computers with version 1903, 7.1 Surround Sound may be affected by a recent Windows update. This seems to be an issue only with the 1903 version of Windows.
To check which version you are running, please do the following.
In the Start bar, open the Settings window.
Then, select System, scroll down, and click on About.
In the Windows Specifications section on the right, check the Version Number.
If your version is affected, you’ll see the following error message when trying to configure the surround sound settings on your computer/headset:
If you are having issues with surround sound, see this error message, and the Windows version number is listed as 1903, the headset itself may not be the issue. You may want to test the headset with a different computer/different version of Windows. If you do not have the same issue with another version of Windows, the issue is likely related to the Windows update itself. In that case, you can use Windows Sonic Surround Sound in the interim.
To do so: Right-click the speaker icon on the bottom-right of the Taskbar, and select Sounds. In the Playback Tab of that window, right-click on your Turtle Beach product, then select Properties. Go to the Spatial Sound tab, then select Windows Sonic For Headphones from that dropdown list. Click Apply to save that change, and then OK to close the window.