XPS 13 7390, low audio

Question

I run a help desk for the company I work for. Got reports from users saying speaker volume when using XPS 9370 in Teams, Zoom, etc was low. Have one myself, so I did some initial testing and can confirm this as an issue. The 1 year warranty expires on November 10, 2020.

In either Teams or Zoom, when:

- I have the Teams/Zoom set to use a headset, but the system audio is set to use the speakers, everything is fine. I can hear well and YouTube (white noise video) played over the speakers is 70db.

- I have Teams/Zoom set to use speaker (and the system audio is also set to speaker) then a YouTube video is only 60db. It's much, much quieter. When talking to someone instead of playing videos, it's hard to hear them.

This does not occur on non-XPS machines I have tested (Dell 5470). The only thing I can think of is there is some sort of echo-cancellation happening? Any ideas appreciated.

karabartelle · Accepted Answer

It's now fixed on my computer! I'm so happy that the speaker volume of my new XPS 13 7390 is great on Zoom now.

I uninstalled the RealTek Audio Driver (settings>apps>uninstall), restarted my computer, installed the newest version of the driver (dell.com>support>product support>select computer>drivers & downloads>search "RealTek>download RealTek High Definition Audio Driver>click the downloaded .exe file)

I don't know if this will work for everyone, but thought I would share it anyway.

Happy New Year!

DELL-Cares · Answer

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DELL-Cares · Answer

Thank you! We have received the required details. We will work towards a resolution via private messages to ensure the security of your information. In the meanwhile, you may receive assistance or suggestions from the community members as well.

XPS7390user2020 · Answer

I replied with my service tag. Note however that this issue is not specific to one computer, it appears widespread among the 7390's we have deployed.

asuman1179_ncsl · Answer

So we have a batch of 75 laptops that we have sent out a few and can't figure out what is the issue here.  Have updated drivers and looking for the magic setting to clear this issue up.

1K1A · Answer

FWIW I have the same issue on my XPS 9300 (2020). Audio output is reduced volume when zoom is outputting to the speakers, not so when it's outputting to headset.

JimStrange · Answer

I have the same issue, with a machine bought to replace my older 9380 which started BSODing. The 7390 is too quiet to have a Teams conversation, which during these times, makes it a non-starter for a usable business machine.

XPS7390user · Answer

I'm also having this problem. Hoping that updates would fix it, but I'm all current, and I still have to use a headset for Zoom meetings. Is there a solution or do I need to send 'er back?

XPS7390user · Answer

UPDATE: I thought the October 2020 update had completely installed when I posted, but it had not. It fixed the issue for me. I can now hear fine on Zoom without having to use an external speaker/headset.

sbanks77 · Answer

What are you referring to when you say 'October 2020 update'?

Kitty13 · Answer

I am having the same issue as well just purchased this laptop for my sons schooling and am not able to hear the teacher nor is she able to hear him is there a fix as of yet for this issue?

oliviaman98 · Answer

I have the same issue. The speakers are horrible and people can't hear me well on zoom. I have the XPS 2 in 1 7390

karabartelle · Answer

What is the October 2020 update that fixed the problem for you?

karabartelle · Answer

I have the same problem. What is the October 2020 update? I'm disappointed that my brand new computer has this issue.

Kitty13 · Answer

Do we know what update the poster was referring to?

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XPS 13 7390, low audio

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