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Last reply by 11-25-2022 Solved
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2687

XPS 9520, Speaker/Microphone cuts out after Zoom meetings

All--

I am running Windows 11 on a brand-new Dell XPS 15 9520. 

Has anyone ever experienced an issue where the computer loses both audio speakers and microphone when ending a Zoom meeting? 

For example, when I start a Zoom meeting, audio works just fine for both the speaker and the microphone. But as soon as I end the meeting and shut down Zoom, no audio will play. If I try to raise the volume it says "no audio device installed."

A simple restart of the PC fixes the issue, but it's frustrating having to restart as soon as I end a Zoom meeting. Again, no issues at all running Zoom...it's when I close the Zoom program that I lose all audio functionality.

Any thoughts on a possible solution?

Solution (1)

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Community Manager
2462

The new Realtek ALC3281 audio driver (6.0.9369.1, July 25, 2022, XPS 15 9520, Precision 5570) has been published here.

Please download and install the driver update. Once the driver has finished updating, restart the Laptop. This driver should resolve this issue.

If still under warranty, click the "Get help now" icon on the right to start a live chat session.
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Replies (9)
Moderator
2667

We tried reaching you on a private message asking for the Service Tag number to ascertain the warranty but did not receive a response. Please feel free to reply to the private message whenever you are available.


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If still under warranty, click the "Get help now" icon on the right to start a live chat session. To send us a private message, click our DELL-Cares username. Our Forum profile page will then appear. On the right, click "Send this user a private message".

2 Bronze
2 Bronze
2641

I have the same problem. I've also had my motherboard + audio daughter board replaced due to another issue. So, unlikely to be hardware. 

It only happens on Zoom. Not on any playback tool or meeting tools like teams, messenger, or skype. Even on zoom, it doesn't happen if I use Bluetooth audio (though audio does disappear on output change for a second requiring you to reselect the device on zoom).

Drivers and zoom are up-to-date. My guess is there's a software issue. 

 

 

 

Community Manager
2626

By the end of July we should see a new Realtek audio driver that should correct this issue. Keep checking the XPS 15 9520 drivers page.

Workaround #1 =
Clear the checkmark for Enable audio enhancements under speaker properties before the Zoom meeting.
* Open Control Panel and then select Sound
* Select Speakers, click Properties, select Advanced, clear Enable audio enhancements and then click OK

Workaround #2 =
Disable and then enable Intel Smart Sound Technology OED and Realtek Audio under Device Manager.
* Press the Windows key + X and then select Device Manager
* Expand Sound, video, and game controllers
* Right-click Realtek Audio and then select Disable device
* Right-click Realtek Audio and then select Enable device
* Right-click Intel Smart Sound Technology OED and then select Disable device
* Right-click Intel Smart Sound Technology OED and then select Enable device

Workaround #3 =
Use an external USB headset/mic or 3.5mm headset/mic.

If still under warranty, click the "Get help now" icon on the right to start a live chat session.
Find your Service Tag


2586

Thanks Chris M.

I ran the My Dell app and it updated a bunch of drivers, and the problem somehow fixed itself. I haven't had the issue happen at all anymore. But I will keep this page bookmarked in case it becomes a problem again. 

2530

Hi! I am having this same issue with my brand new XPS 15 9520. Are there any updates on this new audio driver? Thank you! 

Community Manager
2463

The new Realtek ALC3281 audio driver (6.0.9369.1, July 25, 2022, XPS 15 9520, Precision 5570) has been published here.

Please download and install the driver update. Once the driver has finished updating, restart the Laptop. This driver should resolve this issue.

If still under warranty, click the "Get help now" icon on the right to start a live chat session.
Find your Service Tag

2424

Thanks! An update that I ran about a week ago solved the problem.

1898


@Dell-BradL wrote:

The new Realtek ALC3281 audio driver (6.0.9369.1, July 25, 2022, XPS 15 9520, Precision 5570) has been published here.

Please download and install the driver update. Once the driver has finished updating, restart the Laptop. This driver should resolve this issue.


thanks Dell-BradL but while this new 6.0.9369.1 driver fixes the current problem here, unfortunately the 9369 driver appears to cause or create a new problem as described here.

3 Argentum
184

a much newer 6.0.9430.1 A25 Realtek HD Audio driver was released by Dell on 11/24 for the XPS 9520 & Precision 5570 laptop computers

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