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XPS9550
1 Copper

XPS 9550 Headphone / audio issue

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Hi,

Anyone else with the XPS 15 9550 have problems with headphones / internal speakers not working correctly?

On booting the PC without any headphones, the speakers work. However headphones do not work if inserted.  On removing the headphones, the speakers then cease to work.

However if booting the PC with headphones inserted, the headphones do work.  On removing them, the speakers do not work.  The headphones do not work if reinserted.

Both these scenarios are fixed by rebooting the PC.

Windows 10 and all drivers - including audio and BIOS - are up to date as of 17/11/5.

This issue seems similar to the one described in:

http://en.community.dell.com/support-forums/laptop/f/3517/t/19632353

Does anyone else have the same problem?

62 Replies
gregster19
1 Nickel

RE: XPS 9550 Headphone / audio issue

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I have exactly the same problem. I only noticed now as I hadn't tried plugging anything to the headphone jack in

I also have another audio related issue - when playing a video (ie youtube) and holding the keyboard button down for increasing or reducing screen brightness, the audio crackles...

Does anyone else also have this issue? is this another driver issue or is this related to defective hardware?

(the other unsolved problem is the intel graphics driver consistently crashing)

Minthax
1 Copper

RE: XPS 9550 Headphone / audio issue

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I 'think' I was able to fix it by disabling literally every Dell service within Services and rebooting... Haven't had the issue since. BUT - I did notice that the Dell software would let you select if the device was a headset, headset with mic, speakers, or even LINE IN or some other option, so it seems like it's a dynamic port, so I guess the software is fairly complex / has bugs or something. The method I'm using seems to treat the port as just a headset port, and still uses the laptops built in microphone. 

But, for the vast majority of our use cases, we probably just want to plug in ear buds and this lets you do that just fine - and the stupid BIOS message goes away as well. I'll just use this method for the next couple months while they hammer out the issues with the software across the board. 

Obviously you need to know what you're doing if you disable every Dell service, as well as manually check for updates, etc. 

PapaGMan
1 Nickel

RE: XPS 9550 Headphone / audio issue

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I'm have problems as well with Dell Audio. The internal speakers work just fine. Actually they sound great. BUT as soon as I plugged in my headphones the sound is muffed, has a distorted hiss like a cheap audio recorded cassette tape. I tried everything including removing the Dell Audio program and drivers but I got the same issue. Thinking it was the headset I tried several kinds and to no avail. So I purchased a new Bluetooth headset with NC and I am having no issues with all the software, Realtect and dell drivers re-installed. So my guess is the jack itself is the problem. Pisses me off. So now I have to call Dell support. Hope I get someone that knows what I'm talking about and someone that speak good English or French. I just hate getting support personnel that are hard to understand. ***. Anyways I'll post what came out of this. I'm thinking this was done purposely so that we can buy Bluetooth. 

Moderator
Moderator

RE: XPS 9550 Headphone / audio issue

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Hi papagman,

The BIOS on the 9550 was updated this week and 1 of the updated features was Audio performance. I'd suggest updating to the latest version here

Colin H
Dell | Social Outreach Services

I'm based in the UK and available Monday to Friday 9am-5pm GMT

0 Kudos

RE: XPS 9550 Headphone / audio issue

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Hi, after updating the bios, reinstalling the realtek driver and doing the F2 "restore settings" thing, I still have been unable to fix this issue. 

Are there any ideas for how to fix? it seems like this issue is affecting many different customers in the same way

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PapaGMan
1 Nickel

RE: XPS 9550 Headphone / audio issue

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Well I did upgrade the bios and I'm still having same issue. Seem that I'm not the only one having some kind of issues with there audio. Hopefully Dell can find a solution soon. We shouldn't be having issues with such expensive machines.

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dantee6
1 Nickel

RE: XPS 9550 Headphone / audio issue

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I still have this issue as well. I've installed the latest BIOS and reinstalled the latest audio driver. Sometimes disabling and re-enabling the Realtek device in device manager fixes it, but other times nothing but a restart will fix it. So obnoxious - makes the audio jack useless because you can't just plug headphones in and have it work.

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dueles-x
1 Copper

RE: XPS 9550 Headphone / audio issue

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This does not fix the issue even updating the audio drivers.

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esteph
1 Copper

RE: XPS 9550 Headphone / audio issue

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I'm still having the  same issue. Pretty frustrating after a couple months of having my laptop and can't do something as simple as plug in headphones without an issue. 2 grand, and I can't plug in headphones...

I also tried doing all the driver updates I could find on dell's site.