*M17xR3/R4 & M18xR1/R2* Internal Speakers not working after using Optical/external audio out

mine did that 2... then it failed completly, turns out it was at first the optial jack, then the sound board shorted...

 

Dang, should I be worried??

I keep stressin', cuz I have the 3year advance warranty, but I keep hearing about people's bad experiences with customer service lately. And I thought it was bad when I ordered, lolz.

 

its not that they are all bad, most of the bad ones are the guys or women that thing it can be solved be restarting and reinstalling 300 million times... ive built all kind of custom computer and restarting and reinstalling only works about 65% of the time..

 

I'm having the same issue with mine and I just received my m17x r3 a week ago. I plugged in the S/PDIF adapter that came with the system and my speakers no longer work after the adapter has been removed. It seems that the clip in the S/PDIF port is stuck and that's why the speakers don't work, it thinks that a headphone is plugged in.

Does anybody know a fix for this? Has anyone got the clip to be unstuck?

 

i did but its not worth getting it unstuck, just ride dells until they fix it 4 u, you, me and everyone else paid 1700+ for these and the jacks go out... they are responsible

 

Oh ok. Got it. Thanks.

 

The simple solution for now is to just use the Windows drivers, uninstall the IDT stuff.

 

that works 2 but just as a side note, only 1 head phone jack will work, and in my case my buttons to control volume didnt work

 

I tested the optical jacks. I used small toslink they sent as well as stuck in my headphone jack...It works fine. Unless its consistent hardware issue...i would blame it on software crap..

Perhaps they have revised the motherboards. for r3

 

I just thought i'd update this thread given I have only recently got around to contacting support to get this issue fixed and get my m11x some new redesigned hinges!
Support have told me that this issue has come up a lot and they believe there is a serious design flaw with the system. They were supposed to be having an upper level management meeting yesterday regarding this issue. He believed they would be most likely to redesign this socket with the manufacturer in order to resolve the issue and replace everyone's affected board with the new version. He's going to contact me back with the details of what they will be doing next week.

 

Shine a torchlight into the optical jack and you will notice a the curved contact trigger pin near the opening itself. As you know the toslink doesnt go al the way inside. Only a few mm of the silver head enters. It might be a case where this curved copper contact getting stuck once the jack head presses it. For those of you who have this issue I would suggest using a curved hook to gently prod it out a little more.

When I got the system I simply checked the other jacks and avoided this for good. However recently since I had a long list of complains..and intend on sending it off..I took the bold step to check it. And to my relief its not the case. I tested about 4 times. Including plugging in a pair of headphones.

Either I lucked out or they have redesigned along with driver update. Bear in mind my system was totally wiped and reinstalled from scratch.

 

Now that I have a system exchange in production, I decided to bite the bullet and see what happens using my headphones on the M18x. I am happy to report nothing went wrong. They work great and I did not experience any issues after unplugging them. I had been avoiding using the jacks and using exclusively bluetooth stereo headphones, but I'm glad I can use either. I'm not about to try the adapter that came with my system. I have no use for that anyway.

 

You dont have to use the adapter..all you have to do is stick the headphone jack into the optical output..it goes in just fine. Its meant to and you will hear the audio on the earphones. The optical output is not exclusively for Toslink adapter.

 

vads24 - I'm not understanding your response in light of my comments. Are you replying to my post or a previous post in the thread?

 

srry i didnt quote you earlier....Yes fox....it was in response to you.

 

No worries, friend. I think you may have misinterpreted my comments. Fortunately, my headphones work great on all of the audio output jacks. I was not attempting to use the TOSlink adapter because I have no audio hardware capable of using it. I was only conveying that it would be foolish on my part to insert it just for kicks because many of the posts on this thread suggest that some customers' problems began when they inserted the TOSlink adapter into their optical port.

 

Hey everyone, so im having the same type of issues as i have heard others have been having.

When i got my M18x my integrated speakers worked fine. I hooked my laptop up to my tv using the external audio jacks and it worked fine. After unplugging my laptop from my tv my integrated speakers no longer work. I called tech support and they worked with my drivers and updated my bios, but to no avail...still no sound. A tech was sent out and replaced my speakers. After replacing my speakers he tested them by causing a stuck key tone on startup. I was also able to get sound by taking out my ram and starting up, but i still cant get sound when the PC is booted up standard or safe mode.

Any ideas? or should i send it back and go to the 15x?

 

The problem is the motherboard. They are idiots for thinking it was the speakers....

Unrelated, I found that after doing a skype video call my headphone jack closest to the front of the laptop stops working completely until I reboot. Boy did that me off......

 

This would still be an issue with the motherboard even though the speakers do work outside of the OS?

I can get them to function with system Error tones, so they do work. Just when i am in windows i can't get them to work.

 

Yes, alinder. Scook9 is correct. This is a long thread, but if you read more of it you would see why the person that replaced the speakers is ignorant of the real cause of the problem. The damage occurs when the jacks are used, which makes it totally impossible that the speakers would have anything at all to do with the problem. If that was explained to the support rep and he still dispatched speakers, then I think that it would be appropriate to question his diagnostic skills. Perhaps a job other than technical support would be a better fit.

You can get system error tones from your speakers because the audio is coming from a different source than the audio chipset. Desktop computers often have a separate tiny speaker inside of the case for system beeps, but most laptops use their built-in speakers for system (BIOS) beeps.

 

Hey guys, at first I did see the red light coming from the S/PDIF Optical jack on my M18x but today while removing all the wires to clean the laptop, I noticed that there was no light form that jack anymore. I can still see the device in Sound -> Playback devices. What is wrong here?

 

That was one thing i wasn't sure of was if the system was using the speakers or a separate tiny speaker. The Tech knew when he arrived that is wasnt the right solution, but it was the people at alienware that ordered the new speakers.

I just recently also had my network card act up where i wasnt able to get any hardwired connection to work. Even though i didnt really want to i rebooted my computer back to the Factory Image; My network is working again, but not my speakers. So since i dont want to give up my 18x i will contact Dell again and push for a motherboard replacement and let you know how it goes.

Does anyone think they will have these issues worked out anytime soon? My laptop is only 2 months old, so im wondering if i should extend my warranty since there seems to be quite a few issues with this system right at the start?

 

alindner - try uninstalling the IDT sound drivers, and manually remove the AMD High Definition Audio Device in Device Manager, instructing it to delete the drivers as well. Then, reboot into Safe Mode and run CCleaner's registry tool. Boot back into Windows and see if letting the default Windows audio device drivers will bring back audio function from your speakers. Using the native Windows 7 audio drivers has worked for some folks. I'm not sure why it works, unless the native Windows 7 drivers simply don't recognize the hardware jack malfunction.

 

Take a small hook slightly curved at the end and pull the trigger pin that located within the jack.
The optical jack has one very close to the opening too. Its a case of trigger pin getting stuck.
It doesnt happen to every R3. I was able to test this prior to returning my system.

 

vad24 - I forgot about that tip... thanks for offering it again. The IDT driver package is more robust than the native Windows drivers, so this would be a better thing to try as a first-effort fix so no functionality is lost by the driver downgrade.

 

this is odd, i am getting a m18x for a replacement for my m17x r1, i remember about a year ago, i had this problem... on my r1. they replaced my speakers (didn't do jack) and finally replaced my motherboard... with a faulty one that wouldn't even boot my machine. then i ad to send it in for repairs to the depot... fun fun. they finally got it working though, which let me find the ... other ... problems.

 

Well I have just discovered this problem on my new machine. i spent 2 hours on the phone to tech support only for them to suggest reformatting the pc.

still no joy. i have been offered a motherboard replacement. I kinda think that this is a bit of a take. i own a laptop for 2 months and have the motherboard replaced???? shouldnt i be asking for a totally new unit and some sort fo compensation.

after fiddling with the spdif jack for a while i some how managed to unstick the jack... i kinda kept putting just the tip of the headphone plug in and jiggled it a bit.

im not in the least happy. i dont think having the motherboard replaced is really satisfactory.... suggestions?

OH AND NOW THE SPDIF PORT LIGHT IS NO LONGER ON IM GUESSING THAT ITS DEAD NOW?

 

I just replaced the speakers for me justnow and i saw my S/P DIF port is light up with red light and after awhile just awhile my speakers are not working again! i am going to call them soon and told them to replace the mother board...=S what a epic fail of M17x R3!

 

Okay here some solution for those who have problem with their internal speakers
Steps:

1) go to BIOS disable High Definition Audio
2) Uninstall the Audio Driver and Restart your R3
3)while Restart your computer go to BIOS enable the High Definition Audio again
4) Install your Audio Driver provided by dell again
-----------------------------------------------------------------
This fix my issue temporary.

 

What do you use to make a Hook?

 

I haven't needed to do this yet, but I would imagine something like a paper clip. Using some small needle-nose pliers, you should be able to fashion a small hooked end to try and release the trigger pin.

 

I'm so glad I haven't had to use the jacks, that cause this problem.

 

I just finished looking threw some of the posts on this thread , I'm about to buy a M18x soon, is it safe to buy one or will I have same problem with the audio jack spdif?

 

This really needs resolved by Dell. I use a surround headset at night. It works through an optical connection and I use a splitter to have it hooked upto my consoles and pc. I haven't hooked it upto my m18x as I know it's going to bork the internal speakers. Dell really should just put a dedicated optical connection on the laptop or not bother with one at all.

 

I've used the port numerous times without issue with ordinary headphones. I am not about to insert the optical adapter provided with the system and risk a problem. However, this does not appear to affect all of the R3 and M18x systems out there. I've found myself wondering at times if it is not most often caused by an incorrectly sized adapter that is just a fraction off of what it should be. Maybe that is jamming the trigger pin. Not sure, and don't plan to find out, LOL.

 

anybody know how to force the speakers as output? the computer still detects a plugged in headphone. i have that driver but dont know how to force speakers as audio.

If there is a software fix for this rather than having to hook out the connector or changing MOBO. that'll be best.

 

Hi dudu321 - right click the speak icon in the system tray and select "Playback devices" then right click "Speakers / Headphones" and select that as the default device. If it is already set that way, try selecting another device as default and the reselect "Speakers / Headphones" to see if it helps. As another option, try uninstalling the IDT drivers and running CCleaner, then reboot to see if the Windows native audio driver will load and clear this up for you. You will find posts about this on pages earlier in the thread.

 

yep. tried that. didnt work

the one with the defect for me is the headphone/front speaker jack not the s/p dif jack.

as much as i want to return this to dell for repair/warranty, i can't. i bought this in the US. and im back in the philippines. shipping along would cost me an arm and a leg.

i don't want an unauthorized technician tinkering with the system so im really hoping there's a fix for this. :-s

 

Have you already tried to "un-stick" the trigger pin inside of the jack? If the pin is stuck, the laptop is going to "think" that headphones are still plugged in even when they are not.

Do your headphones work when plugged into that port?

 

not yet. I'm afraid I might cause permanent damage. If there's no other solution I might try that.

 

Hi Everyone.

I am the owner of the M17xR3 (as the name suggests). Just adding to the list of users that have no on board audio after using the SP/Diff output for the first time. Only had the system a mater of weeks. It happened last night when I connected up my 5.1 surround system using the provided mini to Toslink adapter just to test it out! The internal speakers no longer function, the 2.5mm jack plugs still work as normal.

What a pain... Just got off the phone to technical support and they want me to completely re-install the OS! I did ask how re-installing the OS would fix a hardware issue but they said "We will be unable to assist you further until you have re-installed the OS, we have found in our testing that re-installing the OS will fix the issue. If re-installing the OS fails to rectify the fault please call back". I wonder, do I re-install after each time I use the SP/Diff port?

So now I find myself using up precious time in my life re-installing the OS! Arglebargle!

 

@Alan_M17xR3 - Go ahead and do it. (You can image your current drive arrangement to make putting it back to the current state a simple task.) If reinstalling Windows does not fix the problem, as we already suspect it will not, call back. The more people that follow the poor advice and complain about the wasted time, the greater the chances are that they will remove this useless task from their script for this problem. Should they offer more scripted advice that you know will not work, kindly advise them that you already wasted XX amount of time following their script and don't have enough spare time to waste jumping through more hoops on their flowchart. Politely ask to "have your case escalated to a manager or Level 2 support." Remember to be pleasant and respectful at all times and you'll generally find the Level 1 support team returns the favor. There is only so much that they can do for you at Level 1, and in many cases they cannot help you effectively if it's not an issue they have a script and a flowchart prepared for.

The lack of technical knowledge and inability to think outside the box seems far more prevalent with the Level 1 support group in India than it does with the Costa Rican support team. If you are a North American customer, be sure you are calling Alienware Support at 1-800-ALIENWARE and not Dell Support. The Dell Support team is, in my experience, generally ineffective at providing support for Alienware systems and they sometimes do not redirect you to the correct support group. (I have found the support team in Costa Rica to be very good to work with.)

Have you already read the information on this thread about trying to dislodge the stuck trigger pin? If you did so and that did not work, then for some folks running Windows default drivers works. I would recommend reading all of the relevant posts on this relatively short thread before calling them back as this will arm you with more knowledge about the situation. (By "relevant posts," I mean the posts where technical advice is offered.) You can also bring the support rep to this thread during an AlienContact session to enhance their understanding of the problem. As this issue does not affect all R3 and M18x systems, it is not well documented by Dell/Alienware as a known issue. It happens infrequently. I have spoken with Level 2 and Level 3 support reps about and they were also unaware of the problem before I brought them to this thread. It seems to be more prevalent after using the TOSlink adapter rather than an ordinary 2.5mm plug and that may explain why it is not seen frequently.

With that business out of the way... Welcome to NBR, Alan!!! We are pleased that you joined our Community. We look forward to your contributions, especially in the Alienware forums.

For you and any others that are new to our Community, below are some links (some of which you may have already discovered) to jump start your membership with NBR. Taking a few minutes to read these short threads should be very helpful to you as an Alienware owner and a member of our Community.

Forum Rules
(important for maintaining a community where everyone feels welcome)

Alienware General Information & HOW TO: Search the forum - *READ BEFORE POSTING*
(includes excellent tips, including how to effectively search the forum for the right thread to post and avoid creating the clutter of redundant threads)

Reputation Points/Power and User Titles
(what the colors of user titles mean, what the little boxes for rep points are, how they are calculated, etc.)

Forum Guide and "How-To"
(a comprehensive resource covering a variety of topics)

How To Properly Insert A Huge Image Into A Post
(self-explanatory)

Again, welcome to NBR!

 

1.Remove IDT Software from control panel, restart

2.Remove Nvidia Driver from Control Panel (all of them, mostly the HD sound), restart

3.Go to: Control Panel / Sound / Playback tab; disable 2nd speaker (or test one or the other, should give you some sound)

4. Install 269.02 Nvidia Driver from Dell

5.Done!

 

i had exactly this issue and dell have decided to offer me a replacement system

im stuck here do i go with a top of the range m17x with 2860qm cpu 3d screen and 580mgtx

or take a m18x with 2760qm cpu but dual 6990m crossfire configuration. just not sure. anyone got any suggestions?

will dual 6990m crossfire be faster than a single gtx580??

 

Yes, much faster with dual GPU. The internal components on the R3 and M18x are very similar. There are valid reasons some customers might prefer the R3. It is smaller and lighter.

It would be better to have 580M SLI, but if performance is what you want, dual GPU with 6990 CFX or 580M SLI will annihilate a single GPU setup. The M18x has an anodized alloy chassis as well. The M18x would be a major upgrade if they are offering it to you. Unless additional size and weight are an issue for you, I would jump on the offer without hesitation.

 

Hello all. I am having a bit of an issue with my speakers at the moment. I have a 5.1 surround speaker setup that I have been using for a while. I go to use them today to find that they no longer broadcast from the laptop, but work fine on their own. The speakers in the laptop also work fine... until now. While looking up a fix for the problem, someone said that they disabled and reenabled the device and it worked fine. When I disabled it, they are no longer anywhere to be found, so I can reenable them. I have looked in the Playback Devices list and the Device Manager. Now I have no sound and no clue on how to fix it. Can anyone help me fix this please? I appreciate any help you can give. Thank you.

 

Hello MasterGunz67 - if I am understanding the issue you are experiencing, here is a thread covering a problem that sometimes occurs with the M17xR3 and M18x:

*M17xR3 & M18x* Internal Speakers not working after using Optical/external audio out

So, you get no sound at all from the internal speakers at this time, correct? If this was discovered after disconnecting from the 5.1 external setup, it may be a stuck trigger pin in the optical output jack. This is touched on in the above thread.

 

I did get sound from the internal speakers, just not anymore because they are disabled. I cannot find them anywhere to re-enable them. I will take a look at the link, thank you for your help.

Also, my headphones worked fine when plugged into the jack.

 

Since the thread got merged I lost my last post...

In short, I disabled my device in hopes of re-enabling it for a restart but now it is not in the Playback Devices list of the Device manager. Below are images of what I am talking about. Would a system rollback fix this?

Playback Devices:

ImageShack® - Online Photo and Video Hosting

Device Manager:

ImageShack® - Online Photo and Video Hosting