Dell XPS 15 no audio

Why is this ?

Hello. The system may fail to detect the device if the device has failed due to hardware failure. There could be software reasons too. One thing you can do to resolve the issue, or to determine the cause of it, is to perform a system recovery (revert the laptop back to the original factory configuration). Doing that will resolve the issue if it is due to software, and if the issue is not resolved then you will know that the hardware has failed.

If you need more help please reply back with the full model name of the laptop (there are 5 models with names that start with "XPS 15" and some of them have a special diagnostic to test the audio hardware), the operating system, and some details about the circumstances of the appearance of the issue.

McCloud94 Why is this ? Hello. The system may fail to detect the device if the device has failed due to hardware failure. There could be software reasons too. One thing you can do to resolve the issue, or to determine the cause of it, is to perform a system recovery (revert the laptop back to the original factory configuration). Doing that will resolve the issue if it is due to software, and if the issue is not resolved then you will know that the hardware has failed. If you need more help please reply back with the full model name of the laptop (there are 5 models with names that start with "XPS 15" and some of them have a special diagnostic to test the audio hardware), the operating system, and some details about the circumstances of the appearance of the issue.

thanks.

The notebook came with pre-installed Windows and the sound wasn't working already. Based on what you say, it must be a hw failure then. 

The weird thing is, that I managed to get it working, by downloading an older version sound driver - only for  a second. Then I got an error "APC Index mismatch" and a reboot followed.

It's an 9550.

If it is under warranty call the suppirt or return it if it is a lemon.

The notebook came with pre-installed Windows and the sound wasn't working already. Based on what you say, it must be a hw failure then.

When a laptop arrives from the factory with an issue, it is the exception to the rule. Returning the laptop to the original factory configuration won't tell you whether or not it is a hardware failure, because the problem was installed at the factory.

I agree with morzh about about returning the laptop if it is still within the brief return period (usually 21 days from the date on the invoice). After that period, Dell will not take it back. Hardware failure is covered under the warranty, but software issues are not covered by it, and since you don't know which kind you have, it is better to not take a chance.

There is a test in the BIOS memory, called the ePSA diagnostics (just PSA on older laptops). Try running that audio test. The catch is that it is not definitive, only testing lower order audio such as system beeps.

thank you Jimco.

So I did the test, no sound at all.

Also got this other error, didn't catch the exact thing - something like 'critical process stopped working'.

Gathering information etc.. and subsequent reboot.

Is it possible, that the motherboard is kind of 'hard-coded' for Windows 10 Home and it cannot successfuly run Windows Pro ? I've never heard of this before and doesn't make too much sense.. but I've never come across these kinds of issues with a new, fresh installed Windows before either.

So I did the test, no sound at all.

Failure of the ePSA audio test means that some audio hardware has failed -- either the speakers or the chip. Because your system does not detect the audio it would seem to be the chip.

Is it possible, that the motherboard is kind of 'hard-coded' for Windows 10 Home and it cannot successfuly run Windows Pro ?

I would not think so, because Dell supports Win7 64-bit, Win8.1 64-bit, and Win10 64-bit, on the XPS 9550.

fresh installed Windows before either.

You installed a different OS than the factory-installed OS? But the audio did not work at all with the factory OS?

In any case, changing the OS and/or drivers would have no effect on the ePSA tests.

Hey,

so I've got an update after a while.. (was on holidays).

The test works after all.

I've tried to completely reset the notebook and send it back. However, the Windows re-installed itself... no idea where it got all the necessary files from. This time, also with all correct drivers and fully functioning.

Also with sound. I thought everything was great... and then this bluescreen comes again after a few hours, and straight after the 'windows is being updated' screen.

So I am pretty sure, there's some update causing this issue.

Is it possible to somehow identiffy where the problem is, and solve it ?

The only thing that comes to my mind is resetting the system again and completely disabling windows update - but I don't think that's a long term sollution.

I could also return the notebook and buy it from elsewhere, but I still have no security, that the same thing won't happen... (if it's actually the update causing the problem).

The only thing that comes to my mind is resetting the system again and completely disabling windows update - but I don't think that's a long term sollution.

I always have automatic updates disabled, and mostly only allow security patches. I never let Microsoft mess with the drivers.

I could also return the notebook and buy it from elsewhere, but I still have no security, that the same thing won't happen... (if it's actually the update causing the problem).

If you are unhappy with it you ought to return it if still within the return period, but there could be a return fee if you cannot prove it is defective.

If the laptop came with an operating system that was not Win10 (you never said which OS it came with), you can return to the original OS by using the Factory restore Image. If it did come with 10, an alternative is to buy a different OS and install it. Or if you return the laptop, you might consider getting one with non-10 factory installed. I think Dell is still selling some with 7.

A lot of people are having problems with the recent "anniversary" update of 10.