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Last reply by 03-28-2020 Solved
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2 Jasper
2 Jasper
166297

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)
3576

@Dell-Alan DI made a clean install of windows. The fresh version of W10 sounded perfect with no issue at all. But as soon W10 finished all the updates you know what came back? Dell-Realtek driver with Maxx Audio. Audio immediately became absolute trash. I immediately disabled all the MaxxAudio "enhancements" but still the audio was way to bassy and messy. 

 

Now I have disabled the "audio enhancements" in W10 settings. Quality seems to be improved a lot. I stille don't feel it's perfect but it's at least listenable.

Sadly this is again the proof that the issue is 100% drivers related. 

3520


@abragagn wrote:

@Dell-Alan DI made a clean install of windows. The fresh version of W10 sounded perfect with no issue at all. But as soon W10 finished all the updates you know what came back? Dell-Realtek driver with Maxx Audio. Audio immediately became absolute trash. I immediately disabled all the MaxxAudio "enhancements" but still the audio was way to bassy and messy. 

 

Now I have disabled the "audio enhancements" in W10 settings. Quality seems to be improved a lot. I stille don't feel it's perfect but it's at least listenable.

Sadly this is again the proof that the issue is 100% drivers related. 


@abragagn thanks for carrying out the clean install of Windows. That's interesting results confirming that the audio is indeed fine until the updates applied.

You have mentioned that the audio is bass heavy and messy - but has it resolved the previous issues of crackling and popping?

How is the latency on the system after carrying out the clean install?

Do you fancy trying the original Realtek driver without the Waves Maxx audio?

Alan

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3431

@Dell-Alan D For now the audio seems ok, I will update you if something changes. Latency is ok. I'd like to not mess with the drivers, now that the issues is resolved.
3377


@abragagn wrote:
@Dell-Alan D For now the audio seems ok, I will update you if something changes. Latency is ok. I'd like to not mess with the drivers, now that the issues is resolved.

@abragagn that's understandable. It's good to hear that you are now at a point where the audio and system are now stable.

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

2 Bronze
2 Bronze
3262

I'm having a same issue and was not able to fix it. So annoying!!!

3168


@Peter_12345jhgyu wrote:

I'm having a same issue and was not able to fix it. So annoying!!!


@Peter_12345jhgyu can you describe in detail the exact issue that you are facing please as the nature of the fault determines which troubleshooting needs to be carried out.

Can you also advise if you have tried any sort of troubleshooting?

Has the audio worked fine up until this point?

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

3147

Hello Allen 

 

Thanks for your email and follow up.

 

When I play something at the beginning is good but after while the quality dropped and some noise comes behind it.

I have done several thing to solve this issue but still having same problem.

 

-Disabled the sound through device manager and troubleshoot it to enable it again

-Reinstall the driver

-Troubleshoot

-Dell software is up to date

-My windows is up to date

I bought this laptop a month ago for $2,000 and I'm not happy with it because of this issue.

 

Thanks.

3089


@Peter_12345jhgyu wrote:

Hello Allen 

 

Thanks for your email and follow up.

 

When I play something at the beginning is good but after while the quality dropped and some noise comes behind it.

I have done several thing to solve this issue but still having same problem.

 

-Disabled the sound through device manager and troubleshoot it to enable it again

-Reinstall the driver

-Troubleshoot

-Dell software is up to date

-My windows is up to date

I bought this laptop a month ago for $2,000 and I'm not happy with it because of this issue.

 

Thanks.


@Peter_12345jhgyu  can you help with some additional details please

a) What kind of noise are you hearing i.e is it a crackle, or a pop or distortion?
b) Is it heard in the same application or across all applications?
c) Is the noise heard only when audio is being played back?
d) Is this streamed audio or audio stored on the hard drive?
e) Do you get the same audio issues if you listen to the system through headphones?
f) Are you running the latest BIOS on the system?

Where did you purchase the system from, was it direct from us or via a retailer / shop?

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

2961

 

So I have read through this entire thread and don't see any solutions.

 

I have crackling, distorted sound almost like my speaker is broken.  I have tried all the updates that Dell has and uninstalled the realtek audio drivers and rebooted and none of these have worked.  It happens in all my programs (the soundtest in the MaxxAudioPro actually sounds wonderful), twitch, youtube, games.

 

I really don't know what to do.

 

I don't know when it started but I know it wasn't like this when I got it.

 

Very disspointing for a flagship laptop.

2865

Hi @tblockey the nature of the fault determines what course of troubleshooting to carry out, be it audio drivers or BIOS, or speaker replacement.

From the numerous responses on the thread though, what fix works for one person doesn't necessary work for another.

a) Is the crackling distorted sound only heard when audio is played back?
b) Does it make any difference whether the system has the ac adapter connected?
c) Are you running the latest BIOS on the system?
d) Have you tried manually installing Realtek's own version of the driver rather then the Dell version?

 If the above steps fail to resolve the issue you may need to carry out a clean install of the OS.

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

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