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September 4th, 2015 07:00
Headphone jack not working- XPS 13
Disclaimer: I have had a NIGHTMARE with Dell Tech Support the past few days. I have interacted with them at least 15 times within the past 5 days (no, I'm not exaggerating) and none of them have fixed my problem. I am constantly being transferred to different departments-- I even had a Dell Technician come to my house to fix the problem but no luck there either.
Problem: My headphone jack is not working on my XPS 13. It is not the headphones themselves because I have tried four different pairs. I have only had the computer for two and a half months.
Other: Many of the Tech Support members that I have contacted have downloaded RealTek audio onto my computer. Last night was the farthest we have gotten. The guy downloaded RealTek and when I plugged my headphones in, they worked! But when I unplugged them and plugged them in again, they stopped working.
Honestly, I will probably never be buying Dell again after the monstrosity that I have dealt with these past few days. But if you know anything that can help, please let me know! It's hard to listen to my class's podcasts without headphones in and not disturb my roommate when she is studying.
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Jim Coates
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13.6K Posts
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September 4th, 2015 09:00
Hello. I don't blame you for being upset. We have been getting complaints about the issue you are having with the headphone jack since the XPS 13 9343 model came out. Dell should be testing the jack before sending out a unit.
I don't actually know much that can help. Here is my usual advice in cases where a headphone jack won't work, but an XPS 9343 owner told me that the native driver cannot be installed this way on the 9343. If you would like to try this and confirm whether it works or not that would help me.
1. Open the Device Manager (find it in the Control Panel, or type devmgmt.msc into the search box).
2. Expand the "Sound, video & game controllers" and right click on "Realtek High Definition Audio".
3. Select to "Update Driver Software".
4. Click on "Browse my computer for driver software".
5. Click "Let me pick from a list of drivers on my computer".
6. Put a check in the box "Show compatible hardware" if not already checked.
7. In the list of devices, click "High Definition Audio" (the native driver).
8. Click "Next".
9. On the Update Driver Warning box, click "Yes" (install the driver).
10. Restart the laptop if prompted. If not prompted, then no need to restart.
[To get back to the Realtek driver, do it again but reverse the names in steps 2 and 7.]
The point of doing that is that if you have the same problem with both the native driver and the Realtek then it is not a driver issue and is either the hardware or Windows. There have been headphone jack problems reported on other models after installing Win10. If it works correctly with the native driver then the fault is with the Realtek driver.
Someone said that the native driver does not appear in the list of drivers on the XPS 9343.
If you have decided to keep the laptop (not return it within the brief return period) then as a workaround you could get a usb audio jack. (Google it -- I would prefer not to link to a specific one as that would look like a recommendation and I cannot guarantee that it will work). They are available from places like Amazon are are very inexpensive.
A usb audio device will not use the Realtek driver or hardware so it could be a good workaround while Microsoft Dell & Realtek try to get the issues sorted.
billal19
2 Posts
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September 6th, 2015 09:00
Dear All
I have almost the same problem , when I using skype the person whom I talking too can't hear me they complain that the sound is low and weak but I hear them very well ,even i lifted up the sound to the max but still same problem ,
thanks in adavnce
Regards