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XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

The realtek audio driver seems to have an issue. Whenever I plug in a headset, this app called 'Max Audio Pro' pops up asking me what kind of headset I am plugging in. The audio works, however if I unplug the headset, there is no audio from the internal speakers. It should automatically change audio to internal speakers but it doesn't do that. I have to restart in order to get the sound back from internal speakers. The 'Max Audio Pro' app also has option to change audio to internal speakers but it doesn't work. I read somewhere online that says this app is like the bridge that connects your headset to the audio. Why do we have to go through an app to use our headset...? I've tried everything from uninstalling / reinstalling drivers and updating drivers. Anyone have any idea at all I would greatly appreciate it. I also got BSOD at one point when trying to switch to internal speakers in the 'Max Audio Pro' app. Obviously this is software issue, hope Dell fixes. 

37 Replies
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2 Bronze

Re: DELL XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

Similar problem here, not neccesary when unplug any headset, just randomly

A restart solves the issue, but this issue must be solved by dell. Thanks

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1 Copper

Re: DELL XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

When I wake from sleep the audio driver gets knocked out (Device Manager).  A restart is needed to restore sound.

MSC

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2 Bronze

Re: DELL XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

I have the exact same issue. Any fix yet? Have you tried uninstalling MaxxAudio?

I also have x2 other audio related issues - 1) there is a vibrating noise when the speaker volume is above 60%. 2) when listening to audio on Bluetooth headphones the sound stutters/ is jittery. 

 

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2 Bronze

Re: DELL XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

I have the same problem. Sounds just stops working, after a reboot it works again. Uninstalled the drivers, reinstalled the drivers. Makes no difference

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1 Copper

Re: DELL XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

I am having this issue too. Audio just randomly stops working. Restart always fix the problem. I tried reinstall drivers and even reinstalled OS once. It still happens everyday.

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2 Iron

Re: DELL XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

I read on another forum that new audio drivers are expected soon to fix this problem. Let me know if you need more info.

I also have a question I hope you guys can help me with concerning the new speakers since I don't own yet the XPS 13 2020 model, please check out the forum link below and post a reply to help me out. Thanks.

Go here: https://www.dell.com/community/XPS/XPS-13-2020-Is-audio-of-new-bottom-firing-speakers-more-dull/m-p/...

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1 Copper

Re: DELL XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

Same here. I find that it happens more often when i'm switching between applications. E.g. watching online lectures, alt tab switch to chrome for research, goes back to online lecture -> audio stops working. Mind I ask if you're still facing this issue on a daily basis?

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1 Copper

Re: DELL XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

@Im Redz 

Had the same issue as you, not sure if you resolved it, posting for future users. 

My sound cut out when using more than one app and would not turn back on until restart. I found that disabling "Allow applications to take exclusive control of this device" in Control Panel -> Sound -> Playback fixed this issue for me. Best of luck

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Re: DELL XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

Thanks a lot @Vorlindeion, your workaround does solve the problem.

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2 Bronze

Re: DELL XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

I'll give this a test @Vorlindeion

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1 Copper

Re: DELL XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

I also have this same exact issue. Spent an entire day with dell support and ended up having to factory reset and reinstall all drivers for the issue to still occur. Hopefully this issue gets resolved soon. 

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1 Copper

Re: DELL XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

I have a similar issue with my xps 13 9300 (2020) I have used it for 3 days now and sound is driving me nuts. Let alone that first reboot caused BSOD. I reinstalled dell drivers and updated bios , etc etc.. No BSOD any more but sound keeps shutting itself down. But everything looks like it is normal, not muted or silenced and you can move scale left and right but no love. As for everyone else, after restart it comes back to life. So it works and then stops working. Their support suggested everything I did already ( I work in IT industry for 20 years now) and i know my way around windows, PCs, servers etc. 

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8 Xenon

Re: DELL XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

Newer models use TRRS headset like IPAD or IPhone.

So older headset needs adapter.

https://www.amazon.com/Kingtop-Adapter-Tablet-Headsets-Version/dp/B01I3A47I4


Report Unresolved Customer Service Issues
here

I do not work for Dell. I too am a user.

The forum is primarily user to user, with Dell employees moderating
Contact USA Technical Support






Get Support on Twitter @DellCaresPro

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2 Bronze

Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

Easy Fix:

Dell Waves MaxxAudio should be enabled at startup. Go to task manager, hit the start-up tab, enable MaxxAudio, problem solved. Cheers

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2 Bronze

Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

No

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Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

Enable realtek and maxxaudio pro at startup.
Reinstall maxxaudio pro app. When you plug headphones, you should be asked to select if earphone, headphone etc. Select accordingly and then tick never ask again or remember my choice whichever it is. 
You should also try previous versions of Realtek drivers if they do not work. 
When installing drivers, do that with wifi disabled.

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1 Copper

Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

I also have this problem.  Does the solutions above work for anyone?

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1 Copper

Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

I have the same problem. Dell support have prompted downloads and installations of chipset, drivers and most recently BIOS - nothing has fixed the apparently random loss of all sound output.
Dell support has advised that an audio driver update is expected mid June but that there is no guarantee that this will fix the problem.
Not satisfactory performance from a new and not cheap laptop.

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3 Silver

Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

Can someone explain to me why Dell is using this terrible maxxaudio garbage? It has caused unending headaches and bugs for me. For the love of god, please let's not ship devices with unnecessary bloat and stick to a clean experience. We don't need MaxxAudio, just deliver audio drivers that "work" without unnecessary additional applications. 

 

PS I have the XPS 13 2-in-1 7390 and have similar problems.

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Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

New drivers are out now FYI

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Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

Does anyone have a link to the new drivers?

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1 Copper

Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

Just got to the support page and it should be under the drivers for your system.

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1 Copper

Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

Unfortunately, installing the new driver doesn't solve the problem. I installed it and it worked! I was happy until the next day and a fresh boot--no sound.

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1 Copper

Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

I can also confirm that the new Realtk drivers still do NOT solve the issue.

Big disappointment from Dell, especially for such an expensive machine such as the new Dell XPS 13 9300

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Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

Just got my xps 13 9300 yesterday. Made sure everything was updated. Still having issues with the sound. It can be cut out at any time. A reboot usually solves the problem. 

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1 Copper

Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

I concur. I thought the update fixed the problem, but the same issue persists. While a restart does fix the problem, it is really annoying. Hopefully they release another realtek update soon.

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Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

I do have a workaround for folx, but you're not going to like it--and it's not perfect. First (here's the part you're not going to like), you need to factory restore the laptop (obviously, you'll need to have your data backed up). Running Dell Command | Update and doing a Driver Restore MIGHT accomplish the same thing--but I haven't tried that so I can't verify if that works. It might be worth a try as a much easier alternative.

Second, once you're booted back into Windows--before you do anything else, run the Support Assist. You can run all the tests but the most important one is the Driver Updates. Let it do it's thing. It should update around 6 drivers including the all important Realtek driver. Once you've done that you can start the process of reinstalling all your software. You'll notice that once you've done this, not all the Windows Updates work. This is, in part, because the Dell drivers you've installed are in place and Windows keeps trying to replace them with old Microsoft Drivers. Anyway, even though you'll be missing some Windows updates, everything will work--sound, video, everything except Windows Update. Hope this helps some people. It's crazy that Dell makes us do these things--for a brand new laptop, no less; but once it's working it's a wonderful machine. Too bad they didn't put a bit more work into how the drivers are handled.

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2 Bronze

Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

⚠️I have another workaround for now ⚠️

  • Uninstall the Waves app (look for Maxx in the task manager, uninstall, then look for Waves -- I'm not sure which one it was)
  • Uninstall the Realtek driver. There's another realtek driver to uninstall too.
  • In total 3 apps / drivers to uninstall.
  • When you're done, reboot and Windows will use the default audio driver (thankfully it's just a Realtek HD audio device, that any OS can deal perfectly with).

Then we can try again when Dell releases Realtek drivers which fix the issues.

Unfortunately, this means that you'll get worse sound quality on speakers (the Maxx app helps a lot with the bass boost and clarity boost settings inside). But it's just how it is, that's the price you have to pay for a lack of borders, sounds coming from the top of the case would be much better but there's no room.

You can also play with the Windows integrated audio enhancements to restore some of the glory to the speakers:

  • Right click on the sound icon on the taskbar 🔊
  • Select "Open sound settings"
  • Then "Sound Control Panel" (link on the right)
  • Double click on "Speakers", then go to the "Enhancement" tab.
  • Tick the Bass Boost. Click on Settings.
  • Set a rather high frequency (200 Hz maybe?) and a 3 or 6 dB boost maybe. Anyway play with those.

Note that you can do the same with headphones to improve the rendering with low-end ones.

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2 Bronze

Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

Simple workaround

  • Uninstall the Waves app (look for Maxx in the task manager, uninstall, then look for Waves -- I'm not sure which one it was)
  • Uninstall the Realtek driver. There's another realtek driver to uninstall too.
    In total 3 apps / drivers to uninstall.
  • When you've done this, reboot and Windows will use the default audio driver (thankfully it's just a Realtek HD audio device, that any OS can deal with). After that it works perfectly.

Unfortunately, this means that you'll get worse sound quality on speakers (the Maxx app helps a lot with the bass boost and clarity boost settings inside). But it's just how it is, that's the price you have to pay for a lack of borders, sounds coming from the top of the case would be much better but there's no room.

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Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

It's already half way of 2020 (June) and i'm having the same issues!!! @singmokjai 

I just got the Dell XPS 13 9300 literally 3 days ago and I've been keeping a close eye on all the minor issues. Yesterday, I was testing out the aux and inserted a set of wired headsets in. The sound played fine when using my headset. Then when I removed the headset from the audio jack, the transition from headset to computer sound system was not smooth at all!! I was testing with Spotify music, and noticed that the sound wasn't playing at all. I adjusted the volume to 100% --> 0% and I heard nothing from the Speakers (Realtek(R) audio). I attempted to play a Youtube video and still nothing. But then, the audio resumed to play through the Speakers AFTER I had restarted the computer.

A few minutes later, I attempted this again to see if I could plug in/out my earphones and check if the audio would play through the sound system and for the second time, it didn't play anything. The laptop crashed and the blue screen with the sad face " 😞 Your PC ran into a problem and needs to restart. We're just collecting some error info, and then we'll restart for you." It loaded to 100%, but didn't restart right away and remained on the same blue screen for 10+ minutes. Soon enough, I called Dell tech support for help. They helped me restart the laptop and check the issues, and simply made updates. After that update restart, my laptop was back to normal with the audio.

 These issues are major TURN OFFS because I ran into this blue screen issue so many times with my previous 5yr old Lenovo, and it gave me anxiety every single crash. Considering that this is a VERY NEW laptop, consumers should not be running into this issue. 

The following day (6/25), I tested my fully charged Bluetooth Apple Airpods. The connection pairing was successful, but the sound was AWFUL. The music will play, but there's cracking noises and random skips in the audio. Just straight up poor connection - definitely NOT what I want to hear. If I disconnect any audio (Airpods or headset), the music would take a few seconds to transition to the laptop’s Sound (Realtek(R) audio).

I am a student and utilize my laptop almost every day for long periods of time. It’s an inconvenience when a newly designed laptop has these issues which ultimately affects productivity. I am glad that the Dell Tech support helped in some ways, so I do hope that Dell Support fixes these issues for future consumers!

If any of you all have these issues and were able to resolve them…. PLEASE LET ME KNOW!

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Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

I have the same problem with my Dell XPS 13.

I tried the new Realtek Driver 6.0.8955.1, A03 but unfortunately it doesn't fix the problem.

I noticed that every time the problem occurred the Intel(R) Smart Sound OED component was marked by windows in the Device Manager.

As a quick fix to recover the sound on the external speaker, just disable and enable the Intel(R) Smart Sound OED component.

I'm going to open a support ticket with Dell.

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Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

The error you face is an unconventional problem that occurs with the RealTek Audio systems.

The best solution over here is one word - Dell SupportAssist.

Install Dell SupportAssist on your laptop and install/update all the drivers recommended by this laptop.

Make sure you do a firmware software update as well.

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1 Copper

Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

Same issues on my two 9300s. 

 

Surprising it hasn't been resolved after having the first post in April. Looks like these two are going back home. 

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2 Bronze

Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

The best way to solve this issue is to disable the Exclusive Mode of each sound device.

Go to Control Panel -> Sound

Access the properties of each sound device (external speakers, headphones and both microphones) and disable the Exclusive Mode option (Allow applications to take exclusive control of this device) in the advance tab.

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2 Iron

Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

 Hello,

Remove current dell realtek driver and restart the machine. Let Windows install orijinal realtek driver, it wil work without issue. Do not install any realtek driver via Dell update manager.

Best.

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Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

The latest drivers came out September 9th and were to "solve this problem", but they did not. Again my machine went through the blue screen cycle, etc. I have done a clean reinstall, uninstalled all drivers. 3 weeks of tech support. The cherry on the cake is I am now being told the issue is a corrupt Windows file, and as it is no longer considered a hardware issue I need to purchase software support!!!! On a brand new $2,000 laptop! How does the issue of failing audio from the time of purchase suddenly become a corrupt Windows file despite doing a complete reinstall along the way?

I am appalled that this issue is so widespread, and yet they are still selling these machines, and misleading folks. 

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Re: XPS 13 (9300) REALTEK AUDIO DRIVER PROBLEM

We are in October and Dell has not fixed this issue in their "flagship" product.

- Screen flickers that can't be resolved

- Wireless disconnection without a cause

- Sound switch problems...

Besides having the 16:10 ratio and slim bezels, this computer is just a piece of junk

 

 

 

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