G751JT-CH71 Sound only playing through subwoofer. FIX??

Original Problem:

Spoiler

As the title says, all of my laptop's audio is only playing through the Subwoofer.

After a few things went wrong with cloning my old drive onto my new SSD and I ended up needing a fresh install of windows 8.1 x64 Pro - I've now gotten my computer to it's previous state, and I've transferred my files over + downloaded and installed all drivers from the ASUS G751JT support page. (Including the audio driver: "Audio_Realtek_Win81_64_VER6017335")

Thing is, after doing a speaker test now - finally in a place where I can hear them 100%, unlike the mall where I originally tested them - the sound is distinctly coming from only the subwoofer. If I make any level (Left/Right Volume) changes to the center/front/rear/subwoofer in the audio settings, only "front" makes any difference.

It makes the ONLY difference. (See: 0 = NO SOUND -> 100 = SOUND) Levels change completely normally when using headphones.

View attachment 117670

When I plug in the headphones, this screen pops up - if I go back to its settings, and select a 5.1 surround sound setting for my options, it says I have no side speakers. When I run the test and it lights up the speakers in the image while playing a sound on them, the results are the following:

• Left & Right Channels play through Subwoofer
• All other channels (Center, Rear Left & Right, Subwoofer) fail and do not play a sound. (Though the ambient noise of it failing to play a sound can still be heard from the subwoofer)

Before you recommend it, deselecting "Swap Center / Subwoofer Output" does nothing.

.... What do I do?

I should mention that Device Manager has an "Unknown Device" that is listed under other devices, and: "The drivers for this device are not installed. (Code 28) There are no compatible drivers for this device. To find a driver for this device, click Update Driver."
Updating the driver, of course, does nothing.

Current State:

UPDATE: MY SPEAKERS ARE NOT DEAD.

I decided that as a last ditch resort, I would delete all audio drivers in device manager and reboot, essentially forcing "general use" microsoft drivers to take the place of the old ones. It worked, but there are now 3 "Speaker"-labeled "High Definition Audio" devices listed under sound. Two of them are listed as connected, and after playing the test tone, one of them is for the two rear speakers, and one of them is for the subwoofer. The last "device" is labeled speakers, but is "disconnected." (I think it's the thunderbolt port)

View attachment 117671

(I have manually labeled them "Speaker" & "Subwoofer" - the system calls them both speakers)

What driver do I install to combine the two working "devices"? The realtek driver from the ASUS G751JT support page pushes the sound back through the subwoofer only. (So does another realtek driver I tried)

Can anyone help me with this issue?

This is the ONLY thing wrong with this laptop... I really don't want to have to send it back after sinking so many hours into getting it to work... Any help is greatly appreciated.

 

Sound is only coming through my sub also.

 

I've uninstalled/reinstalled all drivers from the G751JT support page on the ASUS website, and even updated the BIOS to its newest version, and the Audio Driver still pushes sound through the Subwoofer.

It's a software issue, since I can tell the speakers themselves are working, so I really don't want to have to go and return the entire PERFECTLY GOOD system because some of the drivers aren't co-operating...

It's so frustrating.

 

I am assuming that this happened after a driver update? I would simply revert to a system restore from a point in time where the sound was working properly. Failing that reinstalling windows from recovery should take care of things... it can be tricky to clean up these types of issues and they are not something easily conveyed via a forum other than broad stoke measures...

 

Have you tried a set from an older G750 model?

 

Thing is - it didn't.

The timeline of the speakers is this:

• Works fine out of box on original OS. (Hard Disk Drive)
• Unknown. (Cloning my HDD to my SSD went bad so I needed a fresh install of Windows 8/8.1.)
• Do not work. (SSD, all drivers installed.)
• Work. (Kinda.) When I delete all sound drivers, windows installs its own and those work, but I'm forced to choose between rear speakers and subwoofer for the device the sound uses, rather than using them both in a 2.1 sound setup.

I'll add that to the list of things I'm trying tonight.

 

Try this. Uninstall all sound tools/drivers, reboot, let windows install it's own, reboot. Go into device manager, uninstall the realtek card again, DON'T reboot, install now the Asus website drivers and pray that it works.

Regarding your unknown device in the other thread, open it in device manager go to details and select Hardware Ids as Property. Now you mark the second entry and press ctrl+c to copy the string. This string you enter in google and you should get as a result which device it is.

You did install the Asus Keyboard Device Filter utility and ATK drivers?

 

If I delete the drivers and let windows install its own, there will be no "Realtek High Definition Audio" card listed in device manager to uninstall. (It will all be windows' "High Definition Audio" instead.) Could you clarify?

This has been solved - it seems I missed a driver for my bluetooth on the first go, so when I re-installed all drivers, that device ended up being a bluetooth device. (Either that or it went away on its own)

I have - should I do anything with them? What are the ATK drivers anyway?

 

You can actually delete all High Definition Audio devices, they will reinstall their previous drivers after a reboot.

ATK drivers are for the special buttons, but sometimes they also include other weird functions, so you should always have installed them on an Asus laptop.

 

Well, I appreciate the help, but it seems that was a no-go as well.



One thing I find odd, when I let Microsoft install its own drivers now, I get a third "speaker" audio playback device that says it's not plugged in. See above. Could this maybe be part of it? I don't know where this speaker would be located on the machine if so.

 

Sorry am out of ideas now. Maybe the issue is also somewhere else, like display drivers (also come with hdmi sound driver) or what do I know.
Could maybe anybody posts screenshots of the realtek (or ROG?) application window and all it's settings on a working machine, just to compare with what you have?

 

So am I... I really want to solve this issue so I can enjoy this laptop without any regrets but it seems it won't let me do that.

I've tried uninstalling/reinstalling, uninstalling everything then updating the BIOS and reinstalling, installing audio before NVIDIA's drivers... Nothing seems to work. I don't get my problem.

I'll fiddle with it some more going forward but I'm really caught in a bad place here. I love everything else about the machine - and even though I knew the speakers would be a downgrade from my last notebook (HP ENVY 17 3D) I expected them to at LEAST work.

Could anyone provide the driver number and other info from a working notebook? (Give us a list of your drivers and their version numbers is possible?)

 

You can try slip streaming the drivers into your Windows install, this way you would always have the correct drivers installed from the get go and it would avoid any conflicts or settings getting stepped on from previous drivers. Just Google on how to do so and pick your favorite guide.

 

I'd like to try that, but the guides I'm looking up seem to be referring only to windows updates - not actual drivers.

Plus, I don't want to have to re-install my entire OS after setting it up to get sound working if I don't absolutely have to...

 

I think the next step is really screenshots from a working system, I sadly don't own the laptop (yet).

 

Every pair of speakers has an audio device without drivers and since the machine does support 5.1 it's for the unplugged jack.

 

I've gotten a PM on the ROG forums from someone with a G751JY who wants to test if the drivers from the ASUS G751JT Support site cause issues for him too, or if it's just me. They also mentioned the following:

I've asked them if their speakers work with it, and what specific driver it is. If it works, it may be our answer.

Meaker, could you please take some screenshots from a working G751JT of its device manager page and the driver number of whatever is installed on the working system?

 

I'll see if the guys have one out at the moment.

 

Add and Remove Drivers to an Offline Windows Image

That is the official MS tool, there are others that may be friendlier though I have no experience with them. You can always back up your existing config then do an install with your packed Win8.1 install, if it doesn't work out then you can revert back.

 

Thank you Meaker, please let us know.

Thing is, I don't want to have to do this if I don't have to, and I have limited access to a USB like that. (The one I do have doesn't work on the ASUS G751 for some reason.)

 

It looks like I'm going to have to return this machine.. MarshallR hasn't stepped in on the ROG forums with any advice, ASUS Support likely won't have any information (apparently they're trying to pretend the issue doesn't exist), and I've exhausted my last option. (Using a driver that has been confirmed to work on the G751JY, Realtek v7348)

What should I do...? Returning it will be a giant bother (Going across the border, shipping it back, etc.), and I'll be left without a computer until I get a new one, which I don't even know what systems to look at. (Other than the apparently inherently flawed G751...)

Seriously ASUS?

 

https://www.dropbox.com/sh/x7u9vgbj...hdBa/Win7_64_Win8_64_Win81_64_6.0.1.7335?dl=0

 

Thank you very much, Meaker. Unfortunately, the drivers you linked cause the same issue as before, so they don't help much, thank you for doing all that though.

I've contacted ASUS VIP Support and MarshallR on the ROG Forums. Hopefully they can get this issue noticed and fixed before I have to decide to return/replace the laptop.

More & more people are coming forward with this issue, so I hope it's enough to get them to create a dedicated fix before December.

 

Well there are loads of people who have the same problem and it doens't look like an hardware problem, so I think they will fix it soon. Also you guys have all te first charge, most shops in germany haven't them on stock yet.

 

We did check ours was responding normally and it did so it's a bit confusing.

 

Agreed - it is very confusing. Hopefully ASUS issues a fix, but since both I and others have checked all we can so far, I doubt it will be so easy to find the root of the problem.

 

I'd probably return it to Amazon, get a refund and buy another one.. RMAing to Asus is not a smart idea..

 

@soulmisaki
How does your device manager look? Do you also have 1 or do you have two Realtek devices?

But yeah, I guess it's a driver or Windows issue, nothing you can solve yourself probably.

 

My playback device manager lists the following devices when on Generic Windows Audio Drivers and Realtek Audio drivers respectively:

Windows Default Drivers (Temp Fix) - Speakers are Default Device (Working/Tinny), Subwoofer is connected but can't be used at the same time. (Working/Distorted) "Default" device pushes all sound, un-selected device is ignored.




Realtek Audio Drivers (Problem) - Sound is pushed through Subwoofer only - all other speakers are silent/unselectable, and all levels but front do nothing.




My Device Manager looks like this with Generic Windows Audio Drivers and Realtek Audio Drivers respectively:

Windows Default Drivers (Temp Fix)



Realtek Audio Drivers (Problem)



Do these images help at all, Pato? It seems that when the drivers are installed, I have 4 Realtek devices total, 3 in "Audio Inputs & Outputs", and 1 in "Sound, Video & Game Controllers."

Does this mean anything?

 

have you tried Realtek drivers from their website? I used to update my realtek drivers on my G73JH from their website and not Asus..

 

The fact that the individual non driver installed devices work ok then it shows it is not hardware I agree. What bios are you running?

 

I'm running 204, currently.

 

At least pictures do show a difference. But I really think it's a driver but, nothing that you can solve.

 

I just rma'd mine, I'm thinking on getting a msi gt72 instead.

 

I used to have this problem when clean installing Windows on my G73JH. Did you try using Driver Sweeper when uninstalling drivers then install drivers from Realtek? But you have to dig for the right version of the Realtek Driver that works for you. My G73 works with the 2.72 drivers but outputs only in the subwoofer when I installed the 2.75.

 

Is there a way to search for the drivers likely to work on my system? I have no idea where to start when it comes to finding places to download multiple version of Realtek Drivers.

 

Is there an Asus software that managed the audio by default on the G751? Mine will be arriving next week. What happened when you installed the 2.75 driver from Realtek?

 

There's Audio Wizard, which is a Maxx Audio thing, and "Realtek Audio Manager" which is similar. I've tried using both to fix my issue, but neither do anything.

I've tried both Version V6.0.1.7335 (Listed on the G751JT Support Site) and Version V6.0.1.7348 drivers, which I got elsewhere.

Neither fixed the issue.

Where could I get 2.75 from?

 

You can get the 2.75 drivers from here:

Realtek

 

What happens if you set the main speakers to the default ones, then right click those in the Playback Devices window and select Configure Speakers?
Do you only have Stereo as a choice or maybe also something different?

 

It only offers Stereo - and both channels work as intended.

 

Have you re-raised your ticket with ASUS support? You have nothing to lose by keeping doing so... just escalate it as high as you possibly can until it gets to manager level )if possible). Its nuts how bad they are.

 

I agree if it's impacting several users.

 

There are at least 9 vocal users with this problem that I know about, but there are likely many more that haven't posted in the threads here and on the ROG forum.

I have no idea how to raise my technical inquiry up to a manager or more powerful support personel, any tips? Hey so been pretty unhelpful so far.

I'm ready to give up at this point.

 

SoulMisaki, over on the ROG side, Marshall is back and posted to your thread there

G751JT-CH71 Sound only playing through subwoofer. FIX?? - Page 11

 

I am having similar thoughts here to the guy Sagi on ROG forums who was blaming Audiowizard. When I play a song and I switch Audiowizard off the sound is a TON clearer, and sounds much more "full", like its coming from more than just the main subwoofer (although the majority of sound is still coming from the front). It has bass. If I switch to "Multimedia" setting then the sound loses all of its bass and body, and really sounds like it is specifically coming from the front left corner.

I'm starting to think they are actually working properly with Audiowizard "Off", and that the speakers are just an especially bad design where the sound is directed out of the front left. If that is the case and there is no "fault" per se, then this is something I can live with, as I really don't expect much from laptop speakers at the best of times and I use a soundbar which I stream my laptop sound to via Bluetooth (and which works perfectly with the G751 thank goodness).

 

Richdog, the AudioWiard or MaxxAudio is sound shaping software that enhances the audio quality to make up for the small drivers in an inadequate sound chamber - the laptop

Gaming Laptop Sound Technologies - Republic of Gamers

MaxxAudio | maxx.com

Perhaps the software isn't recognizing the G751 as a G750 associated ID, and is essentially going in an error mode.

The G751 should be close enough to the G750 specs to not sound that different - you might need different settings in the MaxxAudio expanded dialog, but it shouldn't sound as bad as people are describing.

The sound you are reporting without MaxxAudio is the uncorrected sound native to the elements of the sound system. MaxxAudio is designed to correct for that with custom DSP curves designed for that laptop and components to make it sound even better - which it does in the G750, makes a big positive difference.

It's like AudioWizard/MaxxAudio isn't recognizing the G751 and isn't enabling the DSP correction, going into an error mode which is sending all audio out through the subwoofer - kinda like an error code for the programmers to show MaxxAudio isn't enabled.



Headphones, wireless especially, make a great work around

 

Hi hmscott, I know it is DSP software... the question is if the sound with it disabled is actually the true 2.1 sound that the laptop produces as "standard"... like I said, it sounds more "full" and rich, even if still unspectacular (as reported by several professional reviews).

As for the headphones... of course they will sound better, but that's not really the point.

 

Richdog, you missed the point of the post

The point was that the solution might be a driver update allowing the DSP software to be enabled on the G751, because right now the symptom of all the audio coming out the subwoofer sounds like an error state set when the DSP doesn't recognize the laptop model and shuts down the processing.

Yes, with the Realtek AudioWizard/MaxxAudio disabled - OFF selected in the settings dialog, it should be the normal unprocessed laptop sound.

But, if they are strictly enforcing the DSP running on the G751, it might still put all the audio out the subwoofer when OFF.

You might need to uninstall the AudioWizard/MaxxAudio completely - IDK if it can be separated from the Realtek HD Audio Manager package - that might take some work - otherwise you would need to uninstall the whole Realtek HD Manager Package.



Have you tried shutting it off via the AudioWizard Dialog as above, or only uninstalled? You might try reinstalling and disabling by setting it to OFF, and see if that stops the all the audio from being sent to the subwoofer only.

If not, and you need the whole Realtek Package uninstalled, see if you can remove the MaxxAudio/AudioWizard software from an unpacked/unzipped Realtek HD Manager installer package and get the install of everything else to install and work without the MaxAudio/AudioWizard parts.

Good luck

 

Sorry scott maybe I did miss the point, but you have a very formal and overly elaborate style of writing which kind of makes it hard to see the meat of what you are saying. I think it is clear that the issues are driver-based and not hardware, and as I said earlier, yes, I have switched it to "Off* in the software, I thought I had clearly stated that as I was referring to switching between the various software modes.

I did not see a separate software component for the Audiowizard so I won't try uninstalling anything yet until I hear some more feedback from ASUS side, as it doesn't bother me in daily use as I generally use a soundbar and headphones to output the sound too. I just want it cleared up for long-term satisfaction purposes.