Dell XPS8300 - no sound

alfanoen · 12 Feb 2016

Since my XPS 8300 is almost 5 years old,I am guessing that the onboard sound AMD HD Audio Device may have died of old age. I am a retired Senior Help Desk Analyst (retired in 2001) so I not technically challenged. I've run through all the troubleshooting guides, services are running, uninstalled the device and rebooted, etc.

If anyone knows of some obscure fix or test (Dell Testing doesn't run, just hangs there), I would appreciate a response. If there is no magic bullet, I guess it's time for either a sound card or a new PC (I hate to give this one up, it has run so good).

fireberd · 12 Feb 2016

Well, the AMD HD Audio is ONLY for HDMI audio. It is not the PC's "sound card".
The sound in a Dell XPS8300 is either Realtek or if you have an optional sound card it is a SoundBlaster.

Here is the link to the Dell downloads. Reinstall Realtek or SoundBlaster as applicable and see if that helps.
Product Support | Dell US

BTW, I'm a retired LAN/WAN Network and hardware help desk manager.

alfanoen · 13 Feb 2016

Fireberd, thanks for the fast response. I actually knew that AMD was HDMI and Realtek was the sound from reading one of your older responses and I should have included that in my original post.

I had downloaded and installed the latest version of Realtek Audio over a year ago, when I still had sound. One of the steps I took before posting was to reinstall it on the outside chance that something became corrupt but that did not resolve the problem.

I've moved the jack around from front speaker to rear speaker, side speaker, etc. My speakers are integrated into my ViewSonic monitor. I thought about trying speakers but I have two VS monitors, so I moved the jack to my second monitor without any luck. I may scout around for my old Altec speakers to see if they work but I am not very optimistic.

I'm still guessing that the onboard hardware fizzled out but I have no way of confirming that. My Help Desk action was also LAN/WAN, mainframe (AS-400) and software issues. Since hardware was your forte, do you know whether or not I can test the onboard hardware?

MoxieMomma · 13 Feb 2016

Hi:

@fireberd is the expert on this, but I will just pop in with my similar experience on a Dell XPS8500 several months ago.

TMALSS, an unexpected shutdown (unrelated issue) and cold restart left me with no sound.
Running the Dell F12 diagnostics showed that all the hardware was working OK.
Drivers were all current.
After an unexpectedly helpful call to live Dell support, it turned out that the HDMI had mysteriously re-enabled itself during the restart and was "conflicting with" RealTek audio.
After a bit of trial-and-error troubleshooting, disabling the HDMI "audio" via device manager restored proper audio output.
We surmised that it was a "hiccup" during the restart after the unexpected shutdown.

That was my silversurfer, non-technical "short" version of the story.
I can look up my notes if you need more detail.:)

Cheers,
MM

fireberd · 13 Feb 2016

Thanks, MM.

If the Dell diagnostics, on the hard drive, do not run you can try the Dell on-line diagnostics.

Diagnostics
Screenshots and Files - Upload and Post in Seven Forums

I've been both hardware and Operations/Software. Our systems were all IBM, such as 3725 and 3745 Comm Processors, IBM 3270 "dumb terminals", Token Ring LAN's with Novell Netware servers (I was Novell CNE certified in 1995). Our central site processors were all IBM 3090's and similar. I was the Midwest regional manager in Kansas City and my area was basically everything west of the Mississippi to the Rockies.
If you have a Headset you can try that in the GREEN speaker jack on the rear and see if get sound.

Post a screenshot of the Device Manager, Sound, Video and Game Controllers section. Also a screenshot of the Sound Panel, Playback section.

MoxieMomma · 13 Feb 2016

The F12 Dell diagnostics allow one to test ALL the hardware, including sound card and speakers, not just the hard drive.

Once I knew that the hardware was OK, it was just a question of tracking down what was blocking the Realtek output.
Additional troubleshooting via Device Manager (etc.) narrowed it down.
The "fix" was quite simple.
And -- shockingly -- the Dell tech was both knowledgeable and helpful.

I probably would not have been able to blunder my way to the solution without his help.

I will look up my detailed notes, if they are needed or might be helpful.

Cheers,
MM

alfanoen · 15 Feb 2016

Fireberd, Moxie, I apologize for being MIA, my furnace shut down on Saturday, the coldest day of the year. I've got it running but have to do a permanent fix later. Anyway back to the no sound saga. I rand the F12 Diags, everything passed. I disabled the AMD HD device and still no sound. I have tried several times to run the Dell online Diags several times before I posted but it just hangs up in the "Checking for Support Assist" which I don't have installed. It just hangs there and never installs the tool. I finally reached the conclusion that I should search for it manually. I downloaded and installed it. I am about to run Dell Support Assist. In the meantime, I am uploading the screenshots that you asked for Fireberd. Thanks for the help from both of you. I will let you know the results of the diags.

fireberd · 15 Feb 2016

Disable the High Definition Audio Device and also the Webcam. Restart the PC and after Windows starts check the Sound Playback panel. I've seen cases of the Web Cam causing this problem. Who knows what the High Definition Audio Device is.

As shown the Digital out is set as the default playback device. The "Speakers" should be set to Default device and show "Realtek High Definition Audio and Default Device, NOT the Default Communications Device as shown.

MoxieMomma · 15 Feb 2016

fireberd said:

Disable the High Definition Audio Device and also the Webcam. Restart the PC and after Windows starts check the Sound Playback panel. I've seen cases of the Web Cam causing this problem. Who knows what the High Definition Audio Device is.

As shown the Digital out is set as the default playback device. The "Speakers" should be set to Default device and show "Realtek High Definition Audio and Default Device, NOT the Default Communications Device as shown.

LOL!
You beat me to it, @fireberd.:)

I just pulled up my notes from last August and that was, indeed, the fix.
In my case it was NVidia High-Def Audio.
But disabling that solved the problem for me.
The fix was stable after both a warm reboot and a cold restart.
No further issues since then.

YMMV, but that would be my inexpert suggestion, as well.

I hope you get both your furnace and your computer working!

MM

alfanoen · 15 Feb 2016

MoxieMomma, don't sell yourself short. You are still up there with the experts. Okay folks, I ran into are really confusing situation. I ran the Diags and Realtek HD Audio hit a snag. I found an old pair of Harmon Kardon speakers attached to an older PC. I replaced the integrated Monitor speaker jack with the HK's. I made speakers the default as you suggested Fireberd and lo and behold the HK's restored sound but the Realtek HD Audio disappeared from the Sound Panel. I swapped out the HK's for the Integrated Monitor speakers and that works now also. I did not touch the Webcam since it has been there for several months and I need it to attend Video conference PTSD sessions with my Psyche (I'm a disabled Vet). I needed the sound for those sessions. For now I am going to leave it as is and when I get some time, still have to repipe the condensation flow from my furnace, I will tinker with it. I wish I were as sharp as MoxieMomma and took detailed notes but my attention span is miniscule lol. Thanks for the help and advice folks. Peace.

Dell XPS8300 - no sound

Dell XPS8300 - no sound

My mistake

XPS 8300 no sound