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

A system roll-back may help. Do you have any "Unknown Device" in Device Manager?

If the system roll-back does not work, I would uninstall all of your Sound, video and game controllers and your video drivers and reinstall the video driver first, then the audio. Use DriverSweeper and CCleaner after uninstalling the audio and video drivers in Control Panel. In case you are not familiar with the process I am referring to with the driver cleaning, look here: LINK.

What GPUs do you have? AMD and NVIDIA both have a Hi-Def Audio driver and your screen shot is showing the default Windows 7 Hi-Def driver. I see exactly what you are stating. There are no "Speakers / Headphones" available in the list to re-enable or set as the default playback device. (My screen shot below shows what yours does not have.)

 

Yes, that is precisely my problem. I have an AMD Radeon HD 6990M. I will try a rollback and hopefully that fixes it. If it doesn't I will try the next steps you have suggested. Thanks again.

 

Sure thing. Let us know if you have no luck after trying the suggestions and we'll put our thinking caps back on. With the collective intelligence in the community, there is a good chance we can get you back in business again.

 

Thank you very much .

Just ran the rollback to no avail. Trying the next steps.

Also, are these the right drivers to use for my audio?

http://www.dell.com/support/drivers/drivershome/download/ALW_LP_M18X

 

I'm just wondering what the correct audio drivers are that I should install, and what audio components I should uninstall.

 

Yes, those are the correct drivers.

Download the IDT Audio drivers from support.dell.com (it is the only one for the M18x) and uninstall them in Control Panel.

Just select all of the default options during driver the installation process.

 

OK, thank you.

 

It's fixed! Thank you so much Mr. Fox! I almost started crying when it made noise lol. But it seems to have broken my mouse (Cyborg RAT 7) and the original issue is still here, the external speakers don't work. I think after doing some troubleshooting that a cable is bad somewhere between my computer and the speakers. When I do a test with the speakers themselves they all sound fine. Thanks again for the help, I really appreciate it!

 

OK, so the problem with my mouse is starting to worry me. I used to use it on the left side, 2.0 ports but now it will only be recognized when plugged into the 3.0 ports on the right side. The ports on the left still work but only for powering devices. They no longer read from my thumb stick or mouse. Did DriveSweeper or CCleaner do something to them? Those are the only other applications I ran. Sorry for asking so many questions, but I don't know how to go about fixing this.

 

Have a look in the device manager and see if there are any unknown devices listed.

 

Here's what is shows:

ImageShack® - Online Photo and Video Hosting

 

Download the latest chipset drivers from Dell. That should solve the problem. Looks like CCCleaner might have nuked part of your USB driver.

 

So what is the word on this issue? Is it a common problem for all M18x across the board?

I have an A40 headset on its way but it probably wont arrive until my money back period is over for my new M18x.

Is it garanteed that if I plug in my S/PDIF toslink adapter, it will cause physical damage? Or wss it narrowed down to a bad batch of motherboards?


I might plug the adapter in tonight when I get home from work so that if it causes any problems, I can just get the system replaced rather than find out there is an issue outside of my replacement warranty.

Thoughts?

 

I downloaded the top driver from the list on this page under Chipset but it didn't do anything.

Drivers and Downloads | Dell [United States]

 

Do the ' Input device' driver too.

Dorry. I thought the USB driver was part of the Chipset driver but it's separate.

 

Awesome! That worked! Thank you very much for your help. Much appreciated.

 

Great news! No worries. Always happy to help! Don't forget the rep button

 

Nice! It's all working? KEWL.

 

Well I decided to be brave and plug an optical cable into my M18x.

Happy to report that it works just fine and the sound comes back through the laptop speakers as soon as I unplug it. tested 5 times to be sure.

I didn't use the supplied adapter, but instead a Sony jack style to standard plug cable I had.

One thing of note is that the diameter of the barrel on the supplied adaptor is visibly thicker than the Sony cable. it is also visibly thicker than a standard 3.5mm stereo jack.

For this reason, I believe the issue may be the adapter itself, rather than the jack on the motherboard.

Many others have reported difficulty unplugging the adapter, and having to push quite hard to plug it in, however my Sony jack mated and unmated with what feels like a natural amount of force.

Based on this, I'd recommend binning the supplied adapter and purchasing a quality adapter cable instead.

 

Sentinel196 - I think the same thing and I'm glad to see someone else suggesting this may be the problem. In fact, I mentioned that back on 11-18-2011 as a possibility.

I also recommend that nobody attempt to use the adapter that comes with their M17xR3/M18x.

 

Yeah. I can't test with absolute certanty without risking breaking my motherboard. But it seems the most likely cause to me. The adaptor is clearly of very poor quality.

It just really surprises me that Dell would continue to ship a 20c part at the cost of so many replacement motherboards under warranty. Surely someone at Dell must ahve tested the theory?

Where's Dell-Bill?

 

Sorry to keep with the problems but is it common for DriveSweeper to destroy things? First it was the USB, an easy fix, but now I can't get one of my applications to work. I use Autodesk Maya for my school work and since trying to fix this problem it won't open anymore. It says that my device has stopped responding and recovered or something like that. I have tried to repair Maya, reinstalling it, and reinstalling my video drivers. It still won't work. When it crashed the video the screen gets really dark and I have to restart. Does this sound like a common problem with DriveSweeper? I have used CCleaner many times and never had this happen to me before.

By the way, I gave you guys +rep!

 

MasterGunz67 - DriverSweeper does not cause any problems if used as intended. It solves problems, much like CCleaner does. It's possible something with Autodesk Maya was messed if a dependency on another program was broken. This is off-topic for this thread, but I don't know of another thread to send you to for help except for the http://forum.notebookreview.com/alienware-m18x/575859-official-m18x-owners-lounge-thread.html. Please post the details about the issues with Autodesk Maya, how/when it started and what you think may have happened. Someone may know the answer. After I see your post there with the details, I will see if I can come up with some answers. Please sure to clearly document the content of any error messages, if there are any, when you try to launch it.

 

May I ask exactly what adapter you are using?


Sent from my Xoom using Tapatalk

 

Not to disagree with my fellow AW moderator but....

Ever since DriverSweeper had an issue with mucking up Windows 7 (just before SP1 was released), I have chosen to stay away from that app. guru3D and a few other utility sites dropped DriverSweeper as a result of this mess. While the author of DriverSweeper did attempt to correct the issue, I have not looked back at his product.

DriverSweeper can remove files which may not normally be removed when uninstalling a driver via the standard route (Device Manager or Programs & Features Control Panel) - files which other software may actually depend on. Just a thought to consider if you use DriverSweeper or are considering using it.

If you want to see the full background on that whole Win7 SP1 deployment/DriverSweeper usage circus, reference this link:

Beware of Driver Sweeper on Windows 7

Attention: Don't use the tool Driver Sweeper to delete old ATI drivers even if you use a nVIDIA card. The Result is a Windows 7 Sp1 Install failure.

The choice is yours. As I mentioned above, ever since that SP1 issue, I have chosen to stay away. I had a Dell Desktop (Inspiron 580) that I was attempting to install W7SP1 on and was unable to do so. Took quite some time to track down the reason and sure enough, it was due to the DriverSweeper mess (I had used it in an attempt to wipe the Dell AMD Driver and install the AMD reference driver). I ended up having to DellRestore the system and start fresh in order to install SP1.

IMO its easier to uninstall the driver, boot into safe mode and run CCleaner's Registry module (which will remove any left over registry entries from your uninstall). Once done, reboot the system and install your driver. Simple and has not failed me yet.

 

Good to know, thank you for the info. I am going to make a post in the other thread to see if I can get my computer fixed. Every time I try using something it is now broken...

 

As I was browsing the links provided by DELLChrisM in the More Alienware Level 3 Engineering docs posted thread, I came across this...

Alienware™ M17x R3 & Alienware™ M18x - Speakers stop working after headphones were plugged in

 

Fantastic find

 

Yes... I was pretty excited about seeing that.

Now the next time a customer calls in for tech support and are told this is "something they haven't heard of before" they can direct them to this Level 3 Engineering bulletin for their call to be routed appropriately, instead of being lead through a useless troubleshooting exercise or having a dispatch for their speakers to be replaced, LOL.

Or, better yet, follow the instructions in the bulletin by sending an email to [email protected] and skip Level 1 Support altogether.

 

Well I sent the email right after making my above post but have yet to get a response

 

well i wanted the sound problem fixed.. so i called in today for new gpu cards/fans, and new mobo for the optical audio fix, and i was getting the workaround from the tech... then i showed him this forum and mr fox's comment for level 3 support... getting all new parts sent out...
but while i was talking to the tech at the end of the call... i was asking him about the CES show and if there telling the employee's anything.....

he CONFIRMED with me that the new system is a area 51 desktop, and that there is talk in the office of a new m18 and m17 model with 6core cpu's...

 

Well the tech that called me last night about my laptop did not seem particularly special in any way.....

After going through the obvious troubleshooting crap that I had already done, he concluded that there was definitely something wrong with the hardware on my laptop (I swear they hire nothing but the brightest......)

What annoyed me DEEPLY though is that he insists that the only option to get my system looked at is to have it sent in to depot. Even though I told him straight up that it was not an acceptable solution to me especially in light of the system having the next business day on site warranty. He said the reason was because there were several parts that could be causing the problem and sending a tech would not make sense. I requested a replacement laptop and they could keep the "broken" one but he said that was not an option unless more things break......

So I will be sending out the laptop tomorrow night most likely and will keep you updated on if/how they solve the problem....

In the mean time I will be cooking up an image on a spare hard disk as there is no way in hell I am sending in my personal ssd and data drives

 

Just to add my recent experiences on here...

My M17xR3 arrived 10 days ago, yesterday tested it with the SPDIF into my amp (hadn't read this board then), and the on-board audio stopped working. Spoke to Dell Technical Team and the guy instantly admitted it was a common problem and a major design flaw. Someone's coming out to replace the motherboard next Saturday. Am I right in thinking it was a flaw with particular motherboards and if this one is replaced I should be able to plug/unplug the SPDIF as much as I want?

 

The problem will likely exist on the replacement as well.

And an update to my case, the idiots sent me a box that is too small for the M18x to comfortably be shipped so I will be calling them and complaining. I will be demanding they send me a replacement part as their idea of using the depot and an inadequate box for a $4k laptop is unacceptable.

 

I'm not 100% sure it is a problem with the motherboard. Personally, I still wonder if it is a problem with the optical adapter that ships from Alienware. Look back through this thread and you'll see that is fairly common event after using the supplied adapter and a few that used their own adapter are not having issues. Also noted is that the trigger pin inside the port get jammed and it can be unjammed, then things start working correctly again. I think the dimensions of the adapter may not be exactly right and it may be jamming the trigger pin in such a way that the system "thinks" that the adapter is still inserted in the optical port even when the jack is empty.

I use headphones in the optical port all the time and don't have any problems. I have also connected all three jacks to my Logitech 5.1 system and no problems. After reading this thread, there is absolutely no way I would attempt to use the adapter that came with my system on the chance it might break something.

I think their reasoning for requiring a depot repair is completely bogus.

Did you ask to speak to a manager and get your case escalated to Alienware Level 2 support? I sort of expect that kind of treatment from Level 1 Tech Support, but not Level 2.

There is no reason for them to not do a parts only dispatch for a new mobo or send a tech out with one. The excuse that it might be several parts is simply evidence of ignorance. Somebody needs to update the flowchart that the Level 1 reps are reading from.

 

I believe Mr. Fox maybe right about this, I recall having a similar situation on my old macbook pro, where the optical trigger would jam. I used a small pin to unjam the optical switch in the port and sound worked again.

 

I called them last night and set them straight

Both my M11x (new hinge) and M18x (audio stuff) are having parts/tech sent rather than depot now

 

Hi - umm, I think I just got hit by the same problem. My speakers were working just fine until this morning. I was playing SW:TOR pretty late (around 1 AM) with my earbuds plugged in; everything's been fine for almost a week until I booted up this morning and found that I was getting no audio. If my earbuds are plugged into the jack, I get audio. I tried the various methods listed in the thread, including removing the IDT and AMD sound drivers to try to use the Windows drivers, but I'm getting nothing. I tried reinstalling the IDT drivers and still no sound.

I even tried using my dust remover and blasting some air into the jack, but I'm getting no results. How exactly do you get the pin unstuck if it's jammed? What tool/item should I try to use? I JUST got my system last Thursday and am a little upset by this sudden problem. Should I try a system restore if attempting to get the pin unstuck doesn't work (assuming that the problem is NOT a stuck pin)? *sigh*

 

This is beyond horse dung. I payed a retarded amount of money for this machine. No support whatsoever from Dell.

I love this computer, but I'll definitely never buy an Alienware or Dell computer again. It's not worth the headache.

How the hell do you get the pin unstuck? I apologize that I USED THE HEADSET jack, Dell. Can I have a working computer now, please?

The bottom line is that this should not happen on a computer that is supposedly one of the best out there. The fact that they used a ty material and refuse to admit the problem absolutely floors me.

 

If you have seen a direct correlation to this issue due to the adapter and are comfortable sending your service tag to me privately, I will compile a list to send to our service team. Hopefully we can root cause the issue with your help.

 

Sent.

10charlimit

 

Man, this sucks. Just got replacement from Dell (warranty on old laptop expired in the process -- thus new one has no warranty) and audio is already broken because I tried using the audio adapter that they provided. Sigh. Took me months to get them to replace my old, broken system that had serious flaws. I guess my lesson is finally learned.

 

Hi Guys,

new M18X owner here...
appart from the SPDIF/Jack connecter converter is anybody using the dedicated 2 headphone jacks with headphones without a problem?
After reading this forum now scared to plug headphones in for the fist time.

Thanks!

 

just had mine sent to service last week. got it back with a new motherboard

...and new smudges of greese or something on the outside of my monitor

THE FUN PART
is that my blue-ray no longer works so im on the phone with them now to most likely have it sent back

also since the new motherboard, battlefield crashes every 20 minutes or so

 

I refused to have my laptop sent to depot so they finally sent out a tech. Got the new motherboard installed just now. Audio works! YAY!

Problem though.......the display is rosie and distorted.....so new motherboard will be needed again it looks like (as I know display was fine before). The problem shows up immediately at BIOS on either the intel IGP or the ATI 6990m's so definitely aint software related Updating the bios (replacement board was A00) did not fix the problem nor did a power drain The tech saw it and called it in to Dell

Looks like I am creeping closer and closer to dell sending me a complete new replacement laptop at least

 

Its amazing, I know its a little off topic but how does Dell actually make money off Alienware laptops with all the replacements they make. They really need to get their stuff together.

 

well i just got my service tech to finally come with my parts, i was getting new mobo and gpu's..... but when we went to install the (6970's) we notice that there was no back cross for the heatsync to screw into....

long story short, i have a gutted m18 left on my desk because my tech was in too much of a rush to complete my job, i will upload pictures later, but i am VERY upset to see my beast tore apart and left like this......

now i need to wait 24-48 hours for next tech, and they only upgraded me to 6990's for the problems that were caused..... but if the new tech cant put it back together properly, i guess i get a new m18...
lets just hope the R2 is released by then.....


has anybody else ever had a gpu sent out with no cross on back of the card?

 

is this a problem with all the new m17xr and m18x laptops?

 

yes, and i dont think they have fixed it yet. got my mobo replacement. and im too chicken to use the optical port again, if i read this thread properly, i think its just the adapter that dell sends with the laptop...

 

also could you(or anyone else) explain what is an external audio out?