Page 1 of 5 12345 LastLast
Results 1 to 10 of 43
  1. #1
    Service Manager 10,000+ Posts
    Dell 9010 no sound

    BillyCarpenter's Avatar
    Join Date
    Aug 2020
    Location
    Long Beach, Mississippi
    Posts
    13,303
    Rep Power
    447

    Dell 9010 no sound

    A customer bought a Dell Optiplex 9010 used and it has no sound from the speakers or headphones. Upon checking the audio drivers, I found there were none. I figured this would be a simple fix after going to Dell's website and downloading all the missing drivers...there were a lot of missing drivers. I also did a firmware update. But there was still no sound. I checked all the wiring, uninstalled and reinstalled drivers. Made sure that the correct audio device was defaulted. Made sure that sound wasn't muted. Tested the speakers on another PC.

    I'm thinking this is a board problem as the headphone jack is straight to the Main PWB.

    Any ideas of things that I may have overlooked?

    I wonder if I purchase an audio card if that would work?

    Thanks in advance.
    Growth is found only in adversity.

  2. #2
    Retired 10,000+ Posts
    Dell 9010 no sound

    slimslob's Avatar
    Join Date
    May 2013
    Location
    Bakersfield, CA
    Posts
    34,004
    Rep Power
    984

    Re: Dell 9010 no sound

    Possibly was removed either accidentally of as a result of malware. Years ago there was a social media post saying that if you saw a file in any folder that had the following icon to delete it. The file was actually part of the Realtek audio system and the social media was actually the malware. Back then the icon was black.


  3. #3
    Service Manager 2,500+ Posts rthonpm's Avatar
    Join Date
    Aug 2007
    Location
    Pennsyltucky
    Posts
    2,780
    Rep Power
    108

    Re: Dell 9010 no sound

    To make sure all of the drivers are up to date install Dell Command Update. This is the best method for any business class Dell as it will pull everything for that specific service tag.

    If there's still no audio check how the display is connected: HDMI and DisplayPort both carry audio and can sometimes try to redirect the audio output to the display.

    There are also some Realtek drivers that had issues with newer versions of Windows 10 so it's possible this model has one of those.

    Beyond that, it's an eleven year old machine. Offer an upgrade to at least an Optiplex 7060 and give your customer a machine that's going to be useful beyond the EOL of Windows 10.

    Sent from my Pixel 6 Pro using Tapatalk

  4. #4
    Service Manager 10,000+ Posts
    Dell 9010 no sound

    BillyCarpenter's Avatar
    Join Date
    Aug 2020
    Location
    Long Beach, Mississippi
    Posts
    13,303
    Rep Power
    447

    Re: Dell 9010 no sound

    Quote Originally Posted by rthonpm View Post
    To make sure all of the drivers are up to date install Dell Command Update. This is the best method for any business class Dell as it will pull everything for that specific service tag.

    If there's still no audio check how the display is connected: HDMI and DisplayPort both carry audio and can sometimes try to redirect the audio output to the display.

    There are also some Realtek drivers that had issues with newer versions of Windows 10 so it's possible this model has one of those.

    Beyond that, it's an eleven year old machine. Offer an upgrade to at least an Optiplex 7060 and give your customer a machine that's going to be useful beyond the EOL of Windows 10.

    Sent from my Pixel 6 Pro using Tapatalk

    The customer bought the PC from Ebay and apparently they did a fresh install of windows 10 but failed to go to Dell Command Update. That's the first thing I did. It installed all the missing drivers and did a firmware update. But the only audio driver that shows up is called: 1080p prostream. There are no RealTek drivers.

    From what I gather online, this has been a problem that arises from certain Windows Updates.

    The PC's monitor is connected via HDMI. The speaker are plugged into the the speaker port in the rear of the PC.

    Tomorrow I plan to download the RealTek drivers from their website and see if that works. What do you think?
    Growth is found only in adversity.

  5. #5
    Retired 10,000+ Posts
    Dell 9010 no sound

    slimslob's Avatar
    Join Date
    May 2013
    Location
    Bakersfield, CA
    Posts
    34,004
    Rep Power
    984

    Re: Dell 9010 no sound

    Quote Originally Posted by BillyCarpenter View Post
    The customer bought the PC from Ebay and apparently they did a fresh install of windows 10 but failed to go to Dell Command Update. That's the first thing I did. It installed all the missing drivers and did a firmware update. But the only audio driver that shows up is called: 1080p prostream. There are no RealTek drivers.

    From what I gather online, this has been a problem that arises from certain Windows Updates.

    The PC's monitor is connected via HDMI. The speaker are plugged into the the speaker port in the rear of the PC.

    Tomorrow I plan to download the RealTek drivers from their website and see if that works. What do you think?
    1080p prostream is for a Logitech webcam. Most likely only supports the speakers on the webcam. Do you have a webcam handy to try?


  6. #6
    Service Manager 10,000+ Posts
    Dell 9010 no sound

    BillyCarpenter's Avatar
    Join Date
    Aug 2020
    Location
    Long Beach, Mississippi
    Posts
    13,303
    Rep Power
    447

    Re: Dell 9010 no sound

    Quote Originally Posted by slimslob View Post
    1080p prostream is for a Logitech webcam. Most likely only supports the speakers on the webcam. Do you have a webcam handy to try?


    There's a logictek webcam installed on the customer's PC. I don't think there's any speakers on the cam, though.
    Growth is found only in adversity.

  7. #7
    Service Manager 10,000+ Posts
    Dell 9010 no sound

    BillyCarpenter's Avatar
    Join Date
    Aug 2020
    Location
    Long Beach, Mississippi
    Posts
    13,303
    Rep Power
    447

    Re: Dell 9010 no sound

    This is turning into a real chore. I have researched the shit out of this problem on the web and I still don't have it working. But I'm not giving up.

    So, I got to looking at my own PC and noticed that it was using a driver other than realtek. I think it was a Windows 10 default driver from Intel. My PC is also a Dell. I went to Dell's website and installed the RealTek driver and it went smooth. Now I'm using the latest RealTek audio driver.


    This morning I installed the latest RealTek drivers on the problem PC. After installing, it still isn't showing up. I enabled Hidden Drivers. I enabled Legacy drivers. Still wasn't there.


    I did a little more research and one guy suggested going to the Program Folder and deleting the RelTech File and then reinstalling. I'll give that a shot and post the results either way.


    Note - RealTek drivers aren't showing up in Control Panel or Device Manager.
    Growth is found only in adversity.

  8. #8
    Service Manager 2,500+ Posts rthonpm's Avatar
    Join Date
    Aug 2007
    Location
    Pennsyltucky
    Posts
    2,780
    Rep Power
    108

    Re: Dell 9010 no sound

    You've put more time into this than I likely would have.

    1. Check for the presence of the onboard speaker and good connections to the board. Check if there's audio over HDMI or DP to a monitor with built-in speakers.
    2. Dell Command Update, running it until no new drivers found.
    3. Checking Device Manager for hidden devices and any error codes for any devices shown.
    4. Run a dism to check the OS component store for corruption, fixing any found, then running an SFC.
    5. F12 diagnostic boot to see if audio shows up there. If audio worked there, backup the data and re-install Windows.
    6. Telling customer here's the cost for an Optiplex 7060 with better specs and better performance than this old machine. If they balk, then a quote for a decent Viewsonic monitor with built-in speakers and a DP connection.


    Sent from my Pixel 6 Pro using Tapatalk

  9. #9
    Service Manager 10,000+ Posts
    Dell 9010 no sound

    BillyCarpenter's Avatar
    Join Date
    Aug 2020
    Location
    Long Beach, Mississippi
    Posts
    13,303
    Rep Power
    447

    Re: Dell 9010 no sound

    Quote Originally Posted by rthonpm View Post
    You've put more time into this than I likely would have.

    1. Check for the presence of the onboard speaker and good connections to the board. Check if there's audio over HDMI or DP to a monitor with built-in speakers.
    2. Dell Command Update, running it until no new drivers found.
    3. Checking Device Manager for hidden devices and any error codes for any devices shown.
    4. Run a dism to check the OS component store for corruption, fixing any found, then running an SFC.
    5. F12 diagnostic boot to see if audio shows up there. If audio worked there, backup the data and re-install Windows.
    6. Telling customer here's the cost for an Optiplex 7060 with better specs and better performance than this old machine. If they balk, then a quote for a decent Viewsonic monitor with built-in speakers and a DP connection.


    Sent from my Pixel 6 Pro using Tapatalk

    Yeah, I've put more time in this than I probably should have. On the positive side, I have learned a lot about audio drivers and different related topics. This is my first time doing a deep dive on this.

    I had to look up what "dism" is. Very interesting and that will be my next step. Thanks for your suggesting. If that doesn't work I'll do F12 diagnostic and proceed according to your instructions.

    Really appreciate the help. Take care.
    Growth is found only in adversity.

  10. #10
    Retired 10,000+ Posts
    Dell 9010 no sound

    slimslob's Avatar
    Join Date
    May 2013
    Location
    Bakersfield, CA
    Posts
    34,004
    Rep Power
    984

    Re: Dell 9010 no sound

    Have you gone to Control Panel - Sounds to see what shows as the Playback device? If it shows speakers or headset/headphone, highlight the device and click on properties. On the Levels tab check that the output is not set to 0. If you ever have audio problems setting a computer up for Zoom or other online meeting software the Levels tab can be quite useful.

Tags for this Thread

Bookmarks

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •  
Get the Android App
click or scan for the Copytechnet Mobile App

-= -= -= -= -=


IDrive Remote Backup

Lunarpages Internet Solutions

Advertise on Copytechnet

Your Link Here