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sue.koh
1 Nickel

Crackling sound on new XPS 13 9365 laptop

Hello DELL friends,

I bought a DELL XPS 13 (9365) laptop one week ago but I am already facing sound issues. There's this crackling sound that sounds like electricity buzz when I play any music or videos.

I read somewhere that some people changed the frequency which I did but it doesn't help. My laptop has four frequencies available: 16 bit, 44100Hz ; 24 bit, 44100Hz ; 16 bit, 48000Hz  and 24 bit, 48000Hz . 

Something funny happened earlier too. When the hocus pocus crackling sound came back, I went to play the  [> Test] button and it crackled. At the same time there was a popup message saying that some other device is playing or taking over? I was too quick to dismiss the popup message. When I play the [>Test] button again, the sound was perfectly clear and so were the sounds from the YouTube videos.

I'm not sure how long the crackling sound will return but can anyone advise me to stop this crackling sound issue please?

Many thanks

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15 Replies
Saltgrass
4 Ruthenium

Re: Crackling sound on new XPS 13 9365 laptop

I suppose a question might be, does this static continue or just when the sound starts up?

My 7th generation processor system will do static initially or the first time and will stop if the sound continues.

Also, check to see if you have SmartBytes installed. 

 

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XPS 2720, Inspiron 17 7779, Inspiron 15 7567, XPS 13 9365, Inspiron 1545, TB16 Dock

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sue.koh
1 Nickel

Re: Crackling sound on new XPS 13 9365 laptop

Hi Saltgrass,

What does static mean? When the crackling sound started in the middle of nowhere, it didn't stop.

And nope, I do not have the program SmartBytes in my laptop. Is it a program that has to be purchased separately?

Many thanks

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Saltgrass
4 Ruthenium

Re: Crackling sound on new XPS 13 9365 laptop

SmartBytes is an optional update but is installed on some systems.   There may be a process in the Task Manager which starts with RN ....... for Rivet Networks.

Describing sounds is not always easy.  There may be a loud buzzing, a crackling or static and in some cases a loud high pitch siren sound.  If you were to only have problems with online sound, it may be related to your network.  If I use the sound panel and play a system sound, the first time it plays I get static but if I continue with no breaks, it will not happen again until after I wait around 3 seconds

If you have a Bluetooth headset, you might try that since it bypasses some of the onboard audio devices.

I will check the download site for drivers, but you may want to use your service tag to show updates in case there are differences between the 7th and 8th generation processor systems.  Do not show you service tag here.

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XPS 2720, Inspiron 17 7779, Inspiron 15 7567, XPS 13 9365, Inspiron 1545, TB16 Dock

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Saltgrass
4 Ruthenium

Re: Crackling sound on new XPS 13 9365 laptop

There does seem to be a new Bios, 2.4.1 which I have not yet tried.

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XPS 2720, Inspiron 17 7779, Inspiron 15 7567, XPS 13 9365, Inspiron 1545, TB16 Dock

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sue.koh
1 Nickel

Re: Crackling sound on new XPS 13 9365 laptop

Hi Salt,

How can I check on the updates for SmartBytes and  Bios, 2.4.1 please?

Also, I noticed the crackling sound happen whenever I turn up the volume (eg. above 50 without my earpiece). I could still hear the dialogues in the videos but the crackling sounds are overpowering as disturbances.

Thanks!

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Saltgrass
4 Ruthenium

Re: Crackling sound on new XPS 13 9365 laptop

You may not want to go to the new Bios just yet, I am having some volume variances I will be checking out today.  The volume just went up by itself and it sounded some type of bubbling sound distortion with local music playback.

Is there some particular videos I could test to see if it was related to something that might involve your network connection?

I don't have SmartBytes installed so I think the uninstaller would be on the Apps listing or in the Programs and Features of the Control Panel which can be opened by searching in Cortana.

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XPS 2720, Inspiron 17 7779, Inspiron 15 7567, XPS 13 9365, Inspiron 1545, TB16 Dock

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Saltgrass
4 Ruthenium

Re: Crackling sound on new XPS 13 9365 laptop

I got my system back to normal and no more loud and reducing volume problems with associated distortion.  I reinstalled the current driver which removed the installed driver, rebooted and then installed the same driver and rebooted again.

One other thing you might do with your situation is to right click the speaker icon and open the volume mixer.  You will see levels on each device, such as iTunes and your output device.  There will be a green and grey level with the grey level being an overdriven type of situation.  Distortion should not be created until the grey gets close to the top of the volume indicator. 

You could adjust the output for the sound producing device and try to get any distortions to be minimized or eliminated.

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XPS 2720, Inspiron 17 7779, Inspiron 15 7567, XPS 13 9365, Inspiron 1545, TB16 Dock

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sue.koh
1 Nickel

Re: Crackling sound on new XPS 13 9365 laptop

Hi Salt,

Can I ask how do I uninstall and reinstall the sound driver? I tried your method on the Sound mixer but it doesn't work. Perhaps my laptop gets heated really quickly (it's incredibly warm after two hours of running) and that is causing the sounds to crackle? I realized it doesn't matter whether the sounds came from the videos or even internally when I am pressing some buttons or applications; both get me crackling disturbances.

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Saltgrass
4 Ruthenium

Re: Crackling sound on new XPS 13 9365 laptop

When  I did this last one, the install stated I could repair or uninstall so I chose to uninstall.  It went through that process, rebooted and then I installed normally.

Not all installers will offer the same options and that may be a option for certain installers, but it worked in my case so I assume the same installer will allow you the same selections.

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XPS 2720, Inspiron 17 7779, Inspiron 15 7567, XPS 13 9365, Inspiron 1545, TB16 Dock

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