Hi @ShimmyJames welcome to this free user-to-user Alienware laptop discussion forum.
If purchased with Dell warranty, please click on Contact Technical Support and request online session so that Dell can deploy their diagnostic applications and fix this issue.
It could be the noise reduction in the software your client uses for conferencing. I have the same situation when I use Zoom and just share videos in presentations using Share screen feature. Depending on the content of the media shared you can hear little to nothing of the background music and the voice quality is pretty poor. However Zoom has a special feature to share videos, and when I use it the sound is perfect.
It can also be the AI noise reduction of the intelliGo Neptune. It messes up sound on my r2 and I have to turn it off each time I reboot. Uninstalling and/or reinstalling it does not help. It just refuses to memorise the settings. If anyone knows how to set them perminantly please let me know.
I too have been chasing this oddity for about a month - Windows 11, Microsoft Teams, Office 365 - everything updated as well as the machine x15 r2 is updated with Dell BIOS and hardware drivers. If presenting in Teams, sharing audio content whether a Powerpoint with video embedded or just a video file playing or a Web Video, the audio is not heard on the computer. The far end participants DO hear the audio. I have stopped the Intelligo service, stopped the Dolby Atmos service, turned off all audio enhancements in classic control panel as well as Modern settings panel and Dell Command central with no reliable success. If presenting in a large room with participants present and participants via remote Teams connection this is a disappointment for the local participants - other Dell products XPS and Inspiron models do not display this type of behavior. Realtek Audio drivers are up to date. Extremely frustrating scenario. Teams settings are adjusted for high fidelity music mode and low compression. Resolution to this would be a blessing.
Took me ages to figure out how to do this. This is the "intelliGo Audio Service". Go to your services and then disable the service and your problem will go away. Lord knows why the thing is there. It causes huge amounts of problems and makes doing presentations and the like impossible. I haven't seen any negatives from turning it off.
Thank you Gozzeh - I will double check the Intelligo suggestion - I had seen that suggested above and quit the service and set it to disabled. It worked once until restart. I then uninstalled the Intelligo app and tried the same service stopping and disabling routine but with no repeated success. I will review current status of Intelligo to qualify the current state of this mystery.
crimsom
7 Technologist
•
6.1K Posts
0
April 27th, 2023 00:00
Hi @ShimmyJames welcome to this free user-to-user Alienware laptop discussion forum.
If purchased with Dell warranty, please click on Contact Technical Support and request online session so that Dell can deploy their diagnostic applications and fix this issue.
Krobanis
1 Message
0
May 4th, 2023 13:00
It could be the noise reduction in the software your client uses for conferencing. I have the same situation when I use Zoom and just share videos in presentations using Share screen feature. Depending on the content of the media shared you can hear little to nothing of the background music and the voice quality is pretty poor. However Zoom has a special feature to share videos, and when I use it the sound is perfect.
It can also be the AI noise reduction of the intelliGo Neptune. It messes up sound on my r2 and I have to turn it off each time I reboot. Uninstalling and/or reinstalling it does not help. It just refuses to memorise the settings. If anyone knows how to set them perminantly please let me know.
kraigb
2 Posts
0
May 8th, 2023 12:00
I too have been chasing this oddity for about a month - Windows 11, Microsoft Teams, Office 365 - everything updated as well as the machine x15 r2 is updated with Dell BIOS and hardware drivers. If presenting in Teams, sharing audio content whether a Powerpoint with video embedded or just a video file playing or a Web Video, the audio is not heard on the computer. The far end participants DO hear the audio. I have stopped the Intelligo service, stopped the Dolby Atmos service, turned off all audio enhancements in classic control panel as well as Modern settings panel and Dell Command central with no reliable success. If presenting in a large room with participants present and participants via remote Teams connection this is a disappointment for the local participants - other Dell products XPS and Inspiron models do not display this type of behavior. Realtek Audio drivers are up to date. Extremely frustrating scenario. Teams settings are adjusted for high fidelity music mode and low compression. Resolution to this would be a blessing.
Gozzeh
1 Message
0
May 10th, 2023 02:00
Took me ages to figure out how to do this. This is the "intelliGo Audio Service". Go to your services and then disable the service and your problem will go away. Lord knows why the thing is there. It causes huge amounts of problems and makes doing presentations and the like impossible. I haven't seen any negatives from turning it off.
kraigb
2 Posts
0
May 10th, 2023 08:00
Thank you Gozzeh - I will double check the Intelligo suggestion - I had seen that suggested above and quit the service and set it to disabled. It worked once until restart. I then uninstalled the Intelligo app and tried the same service stopping and disabling routine but with no repeated success. I will review current status of Intelligo to qualify the current state of this mystery.