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Windows 7: Complete loss of sound on my Dell XPS 8300?

24 Apr 2012   #1

64 bit Windows 7
Complete loss of sound on my Dell XPS 8300?

I have had my computer for about 4-5 months now, it has always worked perfectly.

But 2 days ago, I turned it on and there was absolutely no sound. My speakers have a USB cable and a smaller cable like you have on headphones that goes in jacks.

I am really, really bad with computers and I don't know what the speakers are called or anything.

I have tried everything I could think of in the control panel and it definitely isn't the speakers (They work fine on my Mum's laptop). I tried some headphones in the computer in every plug but still no joy.

I would really appreciate it if you guys could help me out here.

P.S. If you need some extra information about my computer, I will try to find some. I have posted all I can get for now in my system specs but I don't know what some of it means.

EDIT: I recently ran a troubleshooting program and it says that my speakers are not plugged in but they plainly are. Does this mean anything?

My System SpecsSystem Spec
24 Apr 2012   #2

Windows 10 64 bit

Check the Sound in the Device Manager. Make sure it shows the sound device as the RealTek HD Audio (assuming you have the standard integrated - on the motherboard audio)l If it shows something else such as the generic "HD Audioi Codec" that Windows installs that is most likely the problem. I do a lot of support on the Dell users forum and we have found that non-Dell sound drivers either do not work or do not work correctly.

To access the Device Manager, hold the Windows Key down and press the Pause/Break Key. The Device Manager can be accessed from the panel that comes up.

If it shows the RealTek with an error code, report back with the code. If it shows as working properly, RIGHT click on the RealTek entry and then LEFT click "Uninstall". DO NOT check the box to uninstall the drivers. Restart the PC and when Windows starts it will detect and reinstall the sound. If there was a Windows status corruption, this will fix it.
My System SpecsSystem Spec
24 Apr 2012   #3

64 bit Windows 7

Thank you firebird for your quick reply!

I pulled up the device manager and under "Sound, Video and Game Controllers" it has only 2 options:

-Creative SB X-Fi
-High definition audio device

It doesn't say RealTek anywhere that I looked in the device manager and not even in the start menu search.

What is RealTek and do the 2 bullet points above mean anything to you?

Once again thank you for the help and quick reply!
My System SpecsSystem Spec

24 Apr 2012   #4

Windows 7 Ultimate SP1 64-Bit

Check that both the USB cable and the 3.5mm phono lead is pushed home fully and that you're using the correct socket for the speaker cable - it should be the green socket on the sound card.

Realtek is the on board sound system.

If it's not showing up in device manager you need to download and install a driver for it.

You can get your sound drivers from Dell Support.

If you're using Creative's sound, there could be a problem with the sound card itself.
My System SpecsSystem Spec
24 Apr 2012   #5

64 bit Windows 7

Maybe I will have to get a new sound card/call Dell support.

I will report back soon if I can.

Thanks for the help!
My System SpecsSystem Spec
24 Apr 2012   #6

MS Windows 7 Ultimate 64-bit SP1

I know it sounds simple, (and you've probably already checked it) but make sure your volume isn't on mute or anything :) I've had my fair share of duh moments like that before, and it's always best to start with the simplest possible explanation.

RealTek is just the built-in audio hardware for your computer (and I suspect that your second bullet point "High definition audio device" is referring to that.) Creative SB X-Fi is going to be the good sound card you have installed and are likely using.

Based on Dell's description of your computer, you should have audio jacks in two different groupings in the back of your computer. If you have for sure tried using working headphones in each of these ports without any results, we can be pretty sure that the problem lies with your operating system somewhere, which is good because that means it's probably not faulty hardware. And if the speakers work on another computer then you can be pretty sure there's nothing wrong with them.

If you have a system restore point from before your sound stopped working, and nothing else helps you out, I'd recommend trying to revert to that and see what happens. But save that for later.

Did you install anything noteworthy or make any significant changes to your system or even notice anything unusual within a few days before you starting having this issue?
My System SpecsSystem Spec
24 Apr 2012   #7

64 bit Windows 7

I occasionally download mods for my games like ArmA 2 but only from trustworthy sites. I haven't done anything major and I haven't noticed any unusual activity on the computer.

I love the quick replies on this forum!

P.S Yes I've checked for a duhhh moment but unfortunately nothing
My System SpecsSystem Spec
24 Apr 2012   #8

Windows 7 Ultimate x64 SP1

Make sure your speakers are connected the way you had them before the problem started, then right click on the speaker icon in the task bar and select "playback devices". What is listed?
My System SpecsSystem Spec
24 Apr 2012   #9

64 bit Windows 7


It says:

Creative SB X-Fi

-Digital Audio (HDMI)
Creative SB X-Fi
Default Device

-Digital audio (HDMI)
High Definition Audio Device
Not plugged in

I hope this helps you to help me!

P.S. Could anyone recommend to me some good malware removal programs.... just in case....
My System SpecsSystem Spec
25 Apr 2012   #10

Windows 7 Ultimate SP1 64-Bit

Check your sound properties and speaker setup in Control Panel's Hardware & Sound category.

Complete loss of sound on my Dell XPS 8300?-sound.png

Complete loss of sound on my Dell XPS 8300?-speaker.png

Malwabytes is recommended for malware removal.

However, if you can't get any sound when you test your speakers, you may well have a defective sound card.

My System SpecsSystem Spec

 Complete loss of sound on my Dell XPS 8300?

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