m16 R2, Realtek driver update 12/9/24, speakers and headphone randomly stop working

Update: I could roll back to the previous version of the driver... I will let you know if a few days if something new happens

Update2: I am using this thread to record my (non-)progress on the topic, and giving more context.

- Context, I applied a bunch of driver updates two days ago, including a BIOS update. I believe the issue appeared after that.

- For the moment, not much progress ; the headphone/speaker has stopped working again

- Disabling then re-enabling the device does not give back the sound

- current version of the Realtek driver: 6.0.9738.1 24/09/2024 [was working properly since I received the machine a month or so ago]

Now:

- I have disabled almost every audio related driver (2 NVIDIA ones, that related to external displays that I don't use for audio). I can't roll back to the previous version.

- ... except a focusrite one (related to my Scarlett "sound card" - which works perfectly with this machine, still now. I keep it off for avoiding any conflict during this series of events

- Pre-boot audio diagnostics, thorough mode, give a 100% pass.

Now I will watch a movie and wait to the issue to appear. Or not.

Thanks in advance for any idea that you might have on the topic OR letting me know if you have a similar issue.

G.

Still nothing (the last things (above) I tried failed).

- I re-installed the latest version of the driver (not helping).

- I have tried to see in the Event Log any Audio related errors (none).

- The driver is said to be perfectly working... but no sound.

- I also tried a few of the https://www.kapilarya.com/fix-audio-services-not-responding-in-windows-11-10 (because once, I had that error message) - none

- I tried to restore the system to a prvious state, but I have no recovery point.

The last possible change I have not considered is the BIOS update A2 to A3, but can't see how to go back (can I?). Also Dell does not offer older versions of their drivers or BIOS.

Help ?

Gilbert

Same issue here. Just downgraded to 6.0.9605.1, A00 may help =

Realtek Sound Card 6.0.9605.1, A00 Driver 

@shoofywx​  You write "Same issue here. Just downgraded to 6.0.9605.1, A00 may help ="

Do you mean "it has solved the problem" or 'Try it and tell me if it works" ? My plan was to wait for the next version.

Thanks for the the tip

G

@gilbert12113​ It works 

@shoofywx​ thanks, will try it for me if the next version has the same problem

one thing that helped me was uninstalling Alienware command center and then reinstalling it from dell's website. this will help temporarily. hoping that dell soon releases a new Realtek update soon to fix this.

@dtchin2​  I do not understand how Command Center could interfere with the sound. COuld you explain?

@dtchin2​ Uninstalling AWCC alone cannot fix this problem. I tried

@gilbert12113​ There's possibility, but not in this case. While I dig deeper, I found that, Alienware's sound solution is so complicated... In Device Manager, we can see NVIDIA, Intel, Realtek device in Sound section... And Alienware Sound solution dependents on Dolby Appx, any disfunction may cause sound issue

@gilbert12113​ im actually not too sure tbh. i found the suggestion off a reddit thread and i was surprised that worked. i am thinking with the new update there was a bug that was not tested with Alienware command center.

@dtchin2​ Microsoft's Troubleshooter (bad bad) suggests (randomly?)  to disable sound enhancements, which I did. I don't like my sound to be "enhanced" so I disabled Dolby. I don't like so many processes so I disabled Dolby.

You guys re-convince me to wait for the next version.

G.

@shoofywx​ re: Same issue here. Just downgraded to 6.0.9605.1, A00 may help ="

As mentioned I waited for some time, and now I have downgraded to 6.0.9667.1 It works.

Thanks.

G.

@gilbert12113​ Glad I helped, Dell has demoted Realtek version 6.0.9738.1 from the support site, to make sure A03 version won't be accessible from SupportAssist, that's a good thing.