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2 Jasper
2 Jasper
166228

XPS 15-9570, Audio crackling and popping

I have an issue that renders the audio on this laptop unusable.

I have a new XPS 9570, and occasionally (I stress that word because 75% of the time there is no issue) when playing audio, either through the built in speakers or through the audio jack, there is a loud popping and crackling noise that accompanies the audio. This renders any audio generated by the laptop unusable.

Because the issue is not always present, it is very hard to debug since you can't know if the issue was actually fixed, or just temporarily gone.

Testing I have done thus far:

When playing a continuous tone, such as generated by<TOU> , the issue is still present.

The crackling and popping increases with system volume, so if I turn the volume up on the laptop, the crackling becomes louder.

I have reflashed the BIOS to the newest version, uninstalled realtek, reinstalled realtek, disabled wave-maxx-audio (or whatever it is called), and tried using the built in windows drivers. Nothing has worked.

And note that when playing from bluetooth, there is no issue. So it is not a software issue in that way.

Very disappointing that on such an amazing laptop (it truly is amazing), an integral part of it is basically useless.

Replies (422)
6233

These problems were already here, and havent been solver, after Bios 1.10: Dell XPS 15 9570 audio problem with Waves GTR 3.5, noise when AC adapter is plugged https://www.youtube.com/watch?v=ndsO0mOYB1M&feature=youtu.be Dell XPS 15 9570 audio problem with NI Guitar RIG 5, noise when AC adapter is plugged https://www.youtube.com/watch?v=GlFELVkykkE&t=1s
2 Bronze
2 Bronze
6181

Hi guys,

I just bought a refurbished 9570 and realized this problem, 

for anyone who is still suffering this problem, I totally fixed by installing the newest Realtek high definition driver,

you can find it under this page, and the updated date is May/06/2019.

gl hf.

6152


@kostlerdc wrote:

Dear Alan,

Below you will find my answers:

a)Is the issue constant or is it infrequent? 

The issue is constant but after several updates as well as disables and re-enables of devices in 'device manager', it became less intense although it is still very annoying and needs to be fixed

b) Is the sound that you are hearing an audible pop or is it a crackle?

It sounds more like audible pop - like it doesn't handle the sound well-

c) When do you hear the sound, i.e when you connect or disconnect the ac adaptor?

It’s always the same

d) Is it when audio is played back?

Its when audio or video is played back

d) Does it happen on the internal speakers or external headphones or both?

I used to hear it from headphones as well. Now after the update I can hear it from the laptop speakers

e) Does it happen on ac only, battery only or combination of both?

It doesn’t matter if the laptop runs on battery or the ac adaptor is plugged in

Latest update:

I followed Erik_B ‘s advise and disabled completely the Maxx Audio Pro audio enhancements and it is the only that worked so far! No more annoying sounds. The music now is flat but without issues!

Thank you Erik_B!!!


Have you tried uninstalling the audio driver completely from the system and then installing the latest version to see if that improves the audio quality? For testing purposes can you also re-enable the Maxx Audio Pro.

Alan

DELL-AlanD
Social Media Support
#IWork4Dell
I'm based in the UK and I'm usually available Monday to Friday 9am-4pm GMT
Get Support on Twitter @DellCaresPro

6085


@RGBR wrote:
These problems were already here, and havent been solver, after Bios 1.10: Dell XPS 15 9570 audio problem with Waves GTR 3.5, noise when AC adapter is plugged https://www.youtube.com/watch?v=ndsO0mOYB1M&feature=youtu.be Dell XPS 15 9570 audio problem with NI Guitar RIG 5, noise when AC adapter is plugged https://www.youtube.com/watch?v=GlFELVkykkE&t=1s

@RGBR thanks for those two youtube clips, those are really helpful for identifying the noise. It was also really helpful the point showing the differences with the ac adaptor being connected.

As per my other response, have you tried uninstalling the audio driver completely and installing the latest driver from the website to see if that improves the audio performance?

Alan

DELL-AlanD
Social Media Support
#IWork4Dell
I'm based in the UK and I'm usually available Monday to Friday 9am-4pm GMT
Get Support on Twitter @DellCaresPro

6032

 


@Dell-Alan D wrote:

@RGBR wrote:
These problems were already here, and havent been solver, after Bios 1.10: Dell XPS 15 9570 audio problem with Waves GTR 3.5, noise when AC adapter is plugged https://www.youtube.com/watch?v=ndsO0mOYB1M&feature=youtu.be Dell XPS 15 9570 audio problem with NI Guitar RIG 5, noise when AC adapter is plugged https://www.youtube.com/watch?v=GlFELVkykkE&t=1s

@RGBR thanks for those two youtube clips, those are really helpful for identifying the noise. It was also really helpful the point showing the differences with the ac adaptor being connected.

As per my other response, have you tried uninstalling the audio driver completely and installing the latest driver from the website to see if that improves the audio performance?

Alan


 

Hello Dell-Allan D

Yes, I´ve unninstalled the driver and installed again, and the results with newest driver (Realtek-High-Definition-Audio-Driver_FMM28_WIN_6.0.1.8642_A05) and the newest Bios (1.10.1) are the one on the videos.

Is there something can be done to fix this ? It could be even my AC adapter is with some problem. I dont have another one around to test with another AC adapter. If Dell could send me one to test, we sould at least eliminate this possibility.

I even contacted Waves support (company that makes the software GTR 3.5, showed on the video), and they said after looking at the video, that the problem is not with the software, but with the AC adapter or laptop. This is they answer:

"Dear Rafael,

Thank you for contacting Waves Tech Support.

Looking at the video you sent, it seems like the power cable on your computer is introducing noise regardless of GTR.
GTR is just amplifying the signal coming into it, being an amp modeler and more so since you are using stomps like compressors, etc.

The noise itself is not coming from GTR but from the AC adapter itself.
I would suggest consulting a computer technician to assist further.

If you need anything else, don't hesitate to contact us or visit our Support Page.

Best regards,

xxxx
Tech Support Representative"

6019


@Dell-Alan D wrote:

As per my other response, have you tried uninstalling the audio driver completely and installing the latest driver from the website to see if that improves the audio performance?


It has nothing to do with the drivers -- just as it is with the latency/cracks/pops issue, as it affects not just the built-in audio card. In the PSU noise case, pretty sure it's the hardware. I have it on my laptop too, it's awful on one set of monitors (Focals) and non-existent on another (Genelecs). Tried it with EMU 0404 USB audio interface, NI Komplete Audio 6 as well as the Realtek and it's always present. It's also in the headphones. I can hear the noise even when I simply lower my ear to the keyboard around the area where the electricity plugs in.

https://www.gearslutz.com/board/music-computers/1257796-dell-xps-laptops-psu-hum-affecting-focal-sol...

Needless to say, it wasn't there with my old laptop.
5987


@RGBR wrote:

 


@Dell-Alan D wrote:

@RGBR wrote:
These problems were already here, and havent been solver, after Bios 1.10: Dell XPS 15 9570 audio problem with Waves GTR 3.5, noise when AC adapter is plugged https://www.youtube.com/watch?v=ndsO0mOYB1M&feature=youtu.be Dell XPS 15 9570 audio problem with NI Guitar RIG 5, noise when AC adapter is plugged https://www.youtube.com/watch?v=GlFELVkykkE&t=1s

@RGBR thanks for those two youtube clips, those are really helpful for identifying the noise. It was also really helpful the point showing the differences with the ac adaptor being connected.

As per my other response, have you tried uninstalling the audio driver completely and installing the latest driver from the website to see if that improves the audio performance?

Alan


 

Hello Dell-Allan D

Yes, I´ve unninstalled the driver and installed again, and the results with newest driver (Realtek-High-Definition-Audio-Driver_FMM28_WIN_6.0.1.8642_A05) and the newest Bios (1.10.1) are the one on the videos.

Is there something can be done to fix this ? It could be even my AC adapter is with some problem. I dont have another one around to test with another AC adapter. If Dell could send me one to test, we sould at least eliminate this possibility.

I even contacted Waves support (company that makes the software GTR 3.5, showed on the video), and they said after looking at the video, that the problem is not with the software, but with the AC adapter or laptop. This is they answer:

"Dear Rafael,

Thank you for contacting Waves Tech Support.

Looking at the video you sent, it seems like the power cable on your computer is introducing noise regardless of GTR.
GTR is just amplifying the signal coming into it, being an amp modeler and more so since you are using stomps like compressors, etc.

The noise itself is not coming from GTR but from the AC adapter itself.
I would suggest consulting a computer technician to assist further.

If you need anything else, don't hesitate to contact us or visit our Support Page.

Best regards,

xxxx
Tech Support Representative"


@RGBR thanks for contacting the GTR representative. I can send you out a replacement ac adaptor if you like, however I'm not sure it's going to resolve the issue for you. I don't think the ac adaptor itself is causing the problem but the power draw when it is connected. 

Your previous video shows this when the ac adaptor was disconnected. 

Let me know what you think, I'm happy to send you out a replacement ac adaptor to confirm this.

I'll drop you a private message for your service tag and your ac adaptor details.

Alan

DELL-AlanD
Social Media Support
#IWork4Dell
I'm based in the UK and I'm usually available Monday to Friday 9am-4pm GMT
Get Support on Twitter @DellCaresPro

2720


@SergioXPS9570 wrote:

I'm having the highest DPC  Latency numbers ever with BIOS 1.10 it actually became much worse than before.

Something is very very very wrong.... :(


@SergioXPS9570 I would agree that there is something wrong there as that shouldn't be the case. Have you checked latency monitor to see what processes are hogging the processor as that could be the reason for the latency rather than the BIOS update.

Alan

DELL-AlanD
Social Media Support
#IWork4Dell
I'm based in the UK and I'm usually available Monday to Friday 9am-4pm GMT
Get Support on Twitter @DellCaresPro

2718


@abragagn wrote:

The lates BIOS updated resolved nothing.

Still having heavy DPC problems and audio cracking all the time. Sadly it's a institutional laptop and I cannot resell it or change it for another brand.

 

yAxD9RT

 

 


@abragagn looking at the latency monitor the system is telling you what processes are causing your latency issues. If you compare yours to the ones previously shared by other posters, the are different.

My suggestion would be to start investigating those two drivers as they are causing your latency issues rather than those that are specific to the BIOS update. I believe this is why some customers are saying a BIOS update is resolving the issue for them but others, like yourself are seeing no difference at all.

Alan

DELL-AlanD
Social Media Support
#IWork4Dell
I'm based in the UK and I'm usually available Monday to Friday 9am-4pm GMT
Get Support on Twitter @DellCaresPro

2706

Regarding the latency issues, for me there is a definite improvement with the 1.10.1 bios. However, i'm not denying that people still have latency issues with it. Here you can see LatencyMon with all routines or drivers under 1ms, this is acceptable for running my daw's, Reaper, Ableton live 10 and presonus Studio 4 with fairly low buffer settings and no sound artefacts.latency.jpg

 

latency1.jpg

I run in high performance with Speedshift enabled but Speedstep disabled, which goes against regular advice to disable both. Turbo i left enabled but if i lived in a hotter country i would probably disable it to prevent thermal throttling which is a disaster for real-time audio recording.

This latency issue is not a simple solution but with the new Bios and a little patience disabling certain drivers causing trouble, i've sorted my problems and i hope this can be some help to others not so fortunate. I must say i also replaced the Killer wireless card with an intel 9260 and that cured my Ndis.sys, which had latency spikes of 3.0ms or higher. 

Many things can contribute to DPC latency and i think Microsoft should be assisting Dell to clear this up once and for all, or maybe they are, i really don't know.

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