7 Replies Latest reply on Jan 9, 2017 1:09 PM by Intel Corporation

    No sound and neither can I input sound

    Rezzz

      Hi, I am having this issue where all of a sudden I cannot hear any sound and neither can I input any sound. In device manager, it says all my drivers are functioning properly but when I right click playback devices/recording devices it pops up this error: "Windows has detected that audio enhancements for the follow devices are causing problems: Speakers (Realtek High Definition Audio) Audio enhancements for this device has been disabled. Would you like to reenable?"

       

      I have tried to disable all audio enhancements, enable them and uninstall my audio drivers and reinstall them, however I cannot resolve the issue. I am also new to these forums and I am quite the amateur when it comes to these things, therefore I am unaware what other information I should list for help. Hopefully I can get some help soon because it is torturous without sound

        • 1. Re: No sound and neither can I input sound
          Intel Corporation
          This message was posted on behalf of Intel Corporation

          Hello Rezzz,

           


          I would like to gather some information from your system that will provide us with a better overview of the scenario your are facing, and therefore, will make the troubleshooting easier


          First, I would like to know if there is any specific task that is being performed while the issue happens? Besides video streaming, or video playback.


          Secondly, there is a tool from Intel called SSU that can create a report with the information mentioned above, here the instructions on how to use it:

           

          -Access: https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility
          -Download the utility
          -Scan your system with the utility
          -Export the report (hit next and then save) and attach it to your answer with the advanced editor option (reply button and then check upper right corner)


          Hope I can hear from you.

           


          Regards,
          Esteban C

          • 2. Re: No sound and neither can I input sound
            Rezzz

            Hi Esteban C, thank you so much for replying!

             

            Basically on anywhere, or any application, there will be no sound output to either my laptop's speakers or my earpiece, in the volume mixer there is also no sign of sound.

             

            At first, one day maybe due to overuse of my laptop, I noticed one of the two display adapters I had had disappeared off the device manager. Then I realised there was no sound and neither can I input any sound, and I was wondering maybe

            the physical driver had problems or something along those lines, however, recently the display adapter had appeared again and seemed to be working fine. However, the sound problem still exists.

             

            Please let me know if you require more information! I am extremely grateful that you replied.

            • 3. Re: No sound and neither can I input sound
              Intel Corporation
              This message was posted on behalf of Intel Corporation

              Hello Rezzz,

               


              Thank you very much for the information provided.

               

              Here you can find some other things that you can do:

               

              1. Test the system with the 4425 drivers: https://downloadcenter.intel.com/download/25977/Intel-Graphics-Driver-for-Windows-10-and-Windows-7-8-1-15-33-?product=81499
              2. If you get issues installing them, please follow the steps added below (manual installation)
              3. If you have the option, connect a TV or monitor with built-in speakers and check if you can get audio from the TV
              4. Could I have a screenshot of the playback devices under sound options? (check screenshot)


              Manual installation:

               

              1. Access the device manager and look for display adapters
              2. Right click and uninstall the driver, make sure to select "Delete the driver software for this device"
              3. Download the driver
              4. Open this link: for Windows 10/8: http://intel.ly/1PdmvLd or Windows 7*: http://intel.ly/25JPVYX
              5. Disconnect the system from the internet and proceed with steps in the guide above (step# 4)

               

              Playback devices, right-click the speaker icon in the taskbar:

              Playback devices.png Playback devices available.png


              Please let me know how it goes.

               


              Regards,
              Esteban C

              • 4. Re: No sound and neither can I input sound
                Rezzz

                Hi Esteban C,

                 

                After some issues here and there, I finally managed to install the driver, however I have no spare TV with built in speakers, therefore I tried using my earpiece instead (i'm not sure if it makes a difference to use my earpiece and a TV with built in speakers) and there was still no sound and when before I did all this I couldn't play the test tone and right now I still cannot. Should I try and borrow something along those lines of a TV with built in speakers and test it? Or is using a earpiece okay to test instead of a TV with in built speakers?

                 

                Here is the screenshot of my playback devices:

                Here is the screenshot of "Failed to play test tone" :

                Here is the screenshot of my device manager, and the newly updated Intel Driver:

                However, as you can see in the picture above for some strange reason there is now a warning sign next to my AMD Radeon HD 8800M Series driver, is that a concern?

                 

                Thank you so much for your continued help, please let me know if there is any other way I can make identifying the problem easier for you, I really hope this issue can be resolved.

                 

                EDIT: I forgot to mention this, but this error message recently disappeared: "Windows has detected that audio enhancements for the follow devices are causing problems: Speakers (Realtek High Definition Audio) Audio enhancements for this device has been disabled. Would you like to reenable?".

                EDIT2: After downloading an AMD software i updated my driver and the warning sign disappeared, however, still no sound.

                • 5. Re: No sound and neither can I input sound
                  Intel Corporation
                  This message was posted on behalf of Intel Corporation

                  Hello Rezzz,

                   

                  Thank you for the answer provided.

                   

                  I wanted you to test the audio with a TV or monitor with built in speakers to send audio through HDMI and find out if the speakers are faulty.

                   

                  If the earpiece or 3.5 jack with headphones are not working, probably there is a hardware issue.

                   

                  Do you happen to remember something that changed to the system that triggered the issue?

                   

                  If nothing happened, there is a chance you have a faulty unit (in terms of audio connections).

                   

                  Regards,
                  Esteban C

                  • 6. Re: No sound and neither can I input sound
                    Rezzz

                    Hi Esteban C,

                     

                    I do not remember something triggering the issue, it just randomly happened one day. I probably have a faulty unit, hopefully I can get a new laptop soon haha, though it's not looking like I will anytime soon.

                     

                    Hopefully if anyone else has a faulty unit too in terms of audio they benefit from this post and quickly identify the problem.

                     

                    Thanks for your help though, I really appreciate it! Keep up the good work

                    • 7. Re: No sound and neither can I input sound
                      Intel Corporation
                      This message was posted on behalf of Intel Corporation

                      Thank you for the answer, Rezzz

                       

                      Hope you can get this solved at the soonest! and it was my pleasure to assist you.

                       

                      Feel free to reach us again if future inquiries come to mind.

                       

                      Regards,
                      Esteban C