XPS 13-9350, no audio, cannot update driver

Question

Hi, I currently have no functioning audio on my device (red X by the speaker symbol), a problem many others seem to have had. This seems to have appeared after a recent update - I think BIOS. The obvious thing is to update/install/reinstall drivers. Indeed, on searching dell.com for a driver for my specific device, I see a realtek audio driver dated April 18, 2019. I have downloaded this driver. However, I cannot install or extract it; trying either returns an error. It seems that the problem is at the extraction stage. Output of the installation log is below. I tried downloading again, same problem. Any ideas?

[Fri Jun 7 10:31:42 2019] Update Package Execution Started
[Fri Jun 7 10:31:42 2019] Original command line: "C:\Users\tvg\Downloads\9350_Audio_Driver_WWCPT_WN32_6.0.1.7620_A02.EXE"
[Fri Jun 7 10:31:42 2019] DUP Framework EXE Version: 3.8.1.41
[Fri Jun 7 10:31:42 2019] DUP Release: WWCPTA02
[Fri Jun 7 10:31:42 2019] Initializing framework...
[Fri Jun 7 10:31:42 2019] Data in smbios table is (hex)value = 9 , Chasis type (hex)value = 9 , System type is : Client
[Fri Jun 7 10:31:43 2019] logo.png
[Fri Jun 7 10:31:44 2019] User Command: attended
[Fri Jun 7 10:31:44 2019] DUP Capabilities Value: 50331647 (0x2FFFFFF)
[Fri Jun 7 10:31:44 2019] DUP Vendor Software Version: 6.0.1.7620
[Fri Jun 7 10:31:44 2019] Local System/Model Compatible with this Package? Yes
[Fri Jun 7 10:31:45 2019] Local System OS Version: 10.0.0.0
[Fri Jun 7 10:31:45 2019] OS Compatible with this Package? Yes
[Fri Jun 7 10:31:45 2019] Local System OS Language: EN
[Fri Jun 7 10:31:45 2019] Language Compatible with this Package? Yes
[Fri Jun 7 10:31:45 2019] Identified Behavior : attended
[Fri Jun 7 10:31:45 2019] Extraction-miniunz path: c:\PROGRA~3\dell\drivers\edf66370-0935-4fb4-9d83-7e960008e498\miniunz.exe
[Fri Jun 7 10:31:45 2019] Extraction-arguments: -x C:\Users\tvg\DOWNLO~1\9350_Audio_Driver_WWCPT_WN32_6.0.1.7620_A02.EXE -o -d c:\PROGRA~3\dell\drivers\edf66370-0935-4fb4-9d83-7e960008e498
[Fri Jun 7 10:31:45 2019] Extraction-GetExitCode: 1
[Fri Jun 7 10:31:45 2019] (DupAPI::ExtractPayloadTo): *** Extraction Error: -1
[Fri Jun 7 10:31:45 2019] logo.png
[Fri Jun 7 10:31:45 2019] Name of Exit Code: ERROR
[Fri Jun 7 10:31:45 2019] Exit Code set to: 1 (0x1)
[Fri Jun 7 10:31:45 2019] Result: FAILURE
[Fri Jun 7 10:31:47 2019] Name of Exit Code: ERROR
[Fri Jun 7 10:31:47 2019] Execution terminated at date-time Fri Jun 7 10:31:47 2019
[Fri Jun 7 10:31:47 2019] ######

DELL-Chris M · Accepted Answer

* For my notes, click my DELL-name and private message me the XPS 13-9350 service tag number   The fact that audio was working prior to the BIOS update means that the hardware is most likely OK. When you install any driver, be sure to right click it and choose run as administrator.   * Download directly to the Windows desktop and reinstall the Intel Chipset driver. When done, restart the XPS 13-9350* Re-download directly to the Windows desktop and reinstall the Realtek Audio ALC 3246 driver. When done, restart the XPS 13-9350

tsvg42 · Answer

Hi, I currently have no functioning audio on my device (red X by the speaker symbol), a problem many others seem to have had.  This seems to have appeared after a recent update - I think BIOS.  The obvious thing is to update/install/reinstall drivers.  Indeed, on searching dell.com for a driver for my specific device, I see a realtek audio driver dated April 18, 2019.  I have downloaded this driver.  However, I cannot install or extract it; trying either returns an error.  It seems that the problem is at the extraction stage.   I tried downloading again, same problem.  Any ideas?

Mary G · Answer

Laptop drivers don't get updated since the hardware remains the same. That's the reason the wrong driver you downloaded won't install. The driver is probably not the problem. Check your audio settings-- Right click on the speaker icon in the lower right and use the Troubleshooter. If you have to reinstall your original audio driver-- https://www.dell.com/support/home/ca/en/cabsdt1?app=drivers

tsvg42 · Answer

Thanks for your response.  I have tried the troubleshooter, of course, and it does not find a solution - it returns a notice that the speaker 'does not appear to be plugged in'.  The driver I mentioned is the driver that I find at dell support after entering my service tag or using 'detect my device'.  Also, in the device manager, under 'intel high definition audio' the system indicates that no driver is installed (again, system was working fine until a recent windows and BIOS update).  But after 'update driver software' returns 'windows could not find drivers for your device'

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XPS 13-9350, no audio, cannot update driver

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