Latitude

Last reply by 11-30-2022 Solved
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20455

Latitude 5490 Audio Issues for built in speakers but headsets work

Hello all,

I have a very weird situation with my fleet of Latitude 5490's (I have a slew of them with the issue not just 1), we can temporarily fix the issue by either reinstalling the driver or removing it from device manager and re-scanning and letting it reinstall.

However after a period of time, the issue happens again where the built in laptop speakers stop working, but as the subject suggests headphones or a headset will work just fine.

I have also used Dell Command Update to do a advanced driver restore and it still happens. (Dell Command Update is installed in our fleet and scans once per week on Fridays)

I cant find any settings where the speakers are muted that I can find, the Windows OS thinks that sound is playing but just no sound coming from the speakers.

I am at a loss here, and not sure what else to do.

Thanks

 

Solution (1)

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9038

Hello all,

The full proper driver has been posted finally by Dell Engineering to the web and also to Dell Command Update. I have confirmed and just installed it via DCU moments ago!

Thanks

Sheldon

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Replies (50)
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13839

Plugin a headset into the 8mm old school audio jack, unplug them and the speakers will work.... some sort of short circuit or dirt in the jack maybe?

My users are remote so cant determine dirt in the jack myself.

Thanks

13783

We are also having this same issue. I have several users, including myself, that have reported audio is failing on their laptop. I have reinstalled the drivers twice, run all of the normal troubleshooting but my audio has gone out AGAIN. I tried plugging & unplugging into the laptop audio jack but it did nothing. Very frustrated!

13781

You plug in a 8mm headset (not usb) and it doesnt fix the issue?

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13614

Same problem here. It has been going on for months! At one point, the audio troubleshooter stopped fixing the problem. I had to download the driver and reinstall manually. That seemed to fix the problem for about a month. Now it is back again. In the past, the problem seemed intermittent. I noticed that I lost sound in the evenings, but if I did nothing, sometimes the sound came back the next morning, only to disappear the following evening.

I searched through the event logs extensively and found no indication of problems or errors with the audio driver. The only events I could find that seemed to come close to the timing of the sound loss were power management events. I have no idea if there is any link between the two, but that is as far as I got.

13611

There is an event log entry in the windows audio event log, ill have to get it for you. 

 

I was able to get a hold of Dell Engineering and have a case open with them and the Advanced Technical Support department (Tier 4). They have finally acknowledged the issue and am working with them.

 

Thanks

13585

I am having the same issue on a Latitude 5490 for one of our users.

Was tier 4 able to resolve the issue for you?

Can you share the case number you have open with Dell?
I would like to reference your case number when we open ours so that I don't have to jump through all the hoops to get to tier 4.

Any help would be great.

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5110

I am also seeking a solution for this same issue. Many of our technicians, including myself, have been researching this same issue for awhile now. We're constantly having to re-install the driver, which is only a temporary fix as mentioned. We've also tried the 8mm audio jack trick as mentioned earlier, but that doesn't seem to be working.

We've also tried different driver versions, up the newest one. 

With over 970 Latitude 5490's in our organization, this is a huge issue. We're receiving calls on a daily basis and are seeking a solution ASAP.

Thanks!

2 Bronze
2 Bronze
4980

Same problem as everyone:

  • Lost sound in internal speakers
  • Sound is ok on earphones
  • When I remove the earphones (jack), the computer recognized this and switches to internal speakers (no sound then)
  • At the beginning reinstalling the Realtek driver fixed this, but not now.

If someone gets a solution can they reply to me?

 

 

  • Earphones produces soundEarphones produces soundInternal speakers produces no soundInternal speakers produces no sound
13386

Same problem as everyone:

  • Lost sound in internal speakers
  • Sound is ok on earphones
  • When I remove the earphones (jack), the computer recognized this and switches to internal speakers (no sound then)
  • At the beginning reinstalling the Realtek driver fixed this, but not now.

If someone gets a solution can they reply to me?

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