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1 Copper

Re: XPS 15-9570, Audio crackling and popping

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Hi All, 

I am from Dell Product Engineering and looking into this specific issue reported. 

I however, have yet to replicate any of the reports on the 9570 units I have after extended periods of testing. 

I am looking for some clarity on the following: 

  • Is the audio popping/cracking intermittently or is it a continuous distortion?
  • Is it more predominant when AC power is connected to the system?
  • does it pop/crack connecting or disconnecting power? 
  • does the fault favour a speaker side? right or left? 
  • Can this issue be provoked in anyway?
  • What Audio sources are you seeing the issue on ? For example: local audio files or online services or both? 
  • Is the system under load when this fault occurs? 
  • how is the fault rectified when it occurs? pausing the audio, different drive, or a full restart?
  • does it occur with the audio jack populated with headphones?
  • what audio driver version is installed? 
  • what BIOS version are you currently running?
  • What version of Windows are you running and what release of it (Windows 10 PRO RS3/4)
  • what audio enhancements are selected (if any) 

Ideally i am looking for replication details and some info on the above and/or anything additional that may be beneficial to me. 

Thanks! 

#IWork4Dell

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3 Silver

Re: XPS 15-9570, Audio crackling and popping

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Hi,

thanks for your reply. Here is the information required:

  • Is the audio popping/cracking intermittently or is it a continuous distortion?

When the problem occur it is a continuous distortion

  • Is it more predominant when AC power is connected to the system?

I will verify that and let you know.

  • Does it pop/crack connecting or disconnecting power?

Nope. It starts crackling randomly. Apparently there is no reason.

  • Does the fault favour a speaker side? right or left?

Nope. Both sides are affected.

  • Can this issue be provoked in anyway?

No. I did not find a way yet.

  • What Audio sources are you seeing the issue on? For example: local audio files or online services or both?

Spotify, Gaming, Youtube...whenever the issue occurs it affects every audio reproduction.

  • Is the system under load when this fault occurs?

Need to verify this. But it happens just listening to any song in Spotify (with no other applications running), if we can consider that beeing "under load".

  • How is the fault rectified when it occurs? pausing the audio, different drive, or a full restart?

A very basic workaround is to change the Windows Spatial Sound status: from enable to disable or viceversa. Also Enabling then Disabling makes the trick.

  • Does it occur with the audio jack populated with headphones?

It happens with Built-in speakers and using External speakers as well. I'm going to try with bluetooth headphones and let you know.

  • What audio driver version is installed?

The last retrieved by Dell Support Assistance application

  • What BIOS version are you currently running?

Same as above.

  • What version of Windows are you running and what release of it (Windows 10 PRO RS3/4)

Windows 10 PRO latest build. I'll post the exact version later (as soon as I go home to check).

  • What audio enhancements are selected (if any)?

I disabled every audio enhancement. Either from Maxi Sound Pro panel and Windows Audio Properties panel.

Anyway I want to point out that, according to what has been reported by other users, the issue seems caused by Maxi Sound software. If you read the entire thread, there is a guy who posted a modified version of Dell Driver package without maxi software and the issue didn't happen again. Unfortunately this fix involves the use of Unsigned Drivers and needs Windows Registry to be edited. Other users also report that uninstalling Dell Audio Driver Package (Maxi sound included) and installing Microsoft Audio Driver fixes the issue.

I hope I have been helpful. Looking forward to your reply.

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1 Copper

Re: XPS 15-9570, Audio crackling and popping

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The modified driver did NOT fix the crackling for me.

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2 Bronze

Re: XPS 15-9570, Audio crackling and popping

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for xps 13 9365 (can't find on other board - but exact symptoms as described for 9570)

Intermittent

No

Sometimes

No

?

All audio

No

Never rectified

Yes

Realtek 6.0.1.8509

Bios 2.2.0

Windows 10 Home V1803 (also was occuring in previous version)

happens with or without enhancements

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3 Silver

Re: XPS 15-9570, Audio crackling and popping

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Hi,

thanks for your reply. Here is the information required:

> Is the audio popping/cracking intermittently or is it a continuous distortion?
When the problem occur it is a continuous distortion

> Is it more predominant when AC power is connected to the system?
I will verify that and let you know.

> Does it pop/crack connecting or disconnecting power?
Nope. It starts crackling randomly. Apparently there is no reason.

> Does the fault favour a speaker side? right or left?
Nope. Both sides are affected.

> Can this issue be provoked in anyway?
No. I did not find any way to provoke it yet.

> What Audio sources are you seeing the issue on? For example: local audio files or online services or both?
Spotify, Gaming, Youtube...whenever the issue occurs it affects every audio reproduction.

> Is the system under load when this fault occurs?
I need to verify this. But it happens just listening to any song in Spotify (with no other applications running), if we can consider that beeing "under load".

> How is the fault rectified when it occurs? pausing the audio, different drive, or a full restart?
A very basic workaround is to change the Windows Spatial Sound status: from enable to disable or viceversa. Also Enabling then Disabling makes the trick.

> Does it occur with the audio jack populated with headphones?
It happens with Built-in speakers and using External speakers as well. I'm going to try with bluetooth headphones and let you know.

> What audio driver version is installed?

Cattura_2.PNG

> What BIOS version are you currently running?

Cattura_1.PNG

> What version of Windows are you running and what release of it (Windows 10 PRO RS3/4)?
Windows 10 1803. See above the build version.

> What audio enhancements are selected (if any)?
I disabled every audio enhancement. Either from Maxi Sound Pro panel and Windows Audio Properties panel.

Anyway I want to point out that, according to what has been reported by other users, the issue seems caused by Maxi Sound software. If you read the entire thread, there is a guy who posted a modified version of Dell Driver package without maxi software and the issue didn't happen again. Unfortunately this fix involves the use of Unsigned Drivers and needs Windows Registry to be edited. Other users also report that uninstalling Dell Audio Driver Package (Maxi sound included) and installing Microsoft Audio Driver fixes the issue.

I hope I have been helpful.

Looking forward to your reply.

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2 Bronze

Re: XPS 15-9570, Audio crackling and popping

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It's most likely related with the audio driver. Anyone with modded Realtek drivers or using Linux doesn't hear the crackling. It has been discussed hundreds of times that it is related with high DPC latency. If you check it with latencymon you'll be able to see that ACPI.sys is causing it. And if you can't replicate it just get in touch with someone with the issue who is willing to collaborate, because many of us have been dealing with it for too long. When you spend so much money on a laptop that is marketed to the professionals you aren't expected to spend so many hours looking for a fix on a forum and tinkering and possibly making things worse. It should simply work out of the box.

Re: XPS 15-9570, Audio crackling and popping

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I'm having issues with the audio as well but in a different manner. The audio device always goes missing once a while and the solution is to reinstall the realtek driver from dell website. Realtek High Definition Audio Driver 6.0.1.8454.

System Information report written at: 11/24/18 17:30:45
System Name: UMSC-NB001
[System Summary]

Item Value
OS Name Microsoft Windows 10 Pro
Version 10.0.17134 Build 17134
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name NB001
System Manufacturer Dell Inc.
System Model XPS 15 9570
System Type x64-based PC
System SKU 087C
Processor Intel(R) Core(TM) i7-8750H CPU @ 2.20GHz, 2208 Mhz, 6 Core(s), 12 Logical Processor(s)
BIOS Version/Date Dell Inc. 1.5.0, 3/9/2018
SMBIOS Version 3.1
Embedded Controller Version 255.255
BIOS Mode UEFI
BaseBoard Manufacturer Dell Inc.
BaseBoard Model Not Available
BaseBoard Name Base Board
Platform Role Mobile
Secure Boot State On
PCR7 Configuration Binding Possible
Windows Directory C:\Windows
System Directory C:\Windows\system32
Boot Device \Device\HarddiskVolume2
Locale United States
Hardware Abstraction Layer Version = "10.0.17134.1"
User Name
Time Zone Malay Peninsula Standard Time
Installed Physical Memory (RAM) 16.0 GB
Total Physical Memory 15.7 GB
Available Physical Memory 10.3 GB
Total Virtual Memory 18.1 GB
Available Virtual Memory 11.0 GB
Page File Space 2.38 GB
Page File C:\pagefile.sys
Kernel DMA Protection Off
Virtualization-based security Not enabled
Device Encryption Support Reasons for failed automatic device encryption: WinRE is not configured
Hyper-V - VM Monitor Mode Extensions Yes
Hyper-V - Second Level Address Translation Extensions Yes
Hyper-V - Virtualization Enabled in Firmware Yes
Hyper-V - Data Execution Protection Yes

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3 Silver

Re: XPS 15-9570, Audio crackling and popping

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Update:

Maybe I found a way to replicate the issue. I restarted my laptop 2 days ago and it only ran MTG Arena smoothly (launched and closed it several times in the meanwhile) until a few minutes ago when I closed Arena and played a song on Spotify and then the issue occurred again.

So, it seems like it happens when passing from a foreground application to another. It doesn't happen with system notification sounds while using an application. I think that the DPC matter could make sense.

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Re: XPS 15-9570, Audio crackling and popping

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Update 2:

I was listening to the songs in "Need Inspiration?" section of this website (embedded Spotify player):

<Non pubic info removed>

then started the video in this other page (embedded YouTube video):

<Non pubic info removed>

and boom...the issue again!

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1 Copper

Re: XPS 15-9570, Audio crackling and popping

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Is there any progress on a patch at this moment? I have this laptop for a week and invested in it with my savings as a student. So having this problem really bugs me. I'm really hoping on an easy update from Dell...