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September 25th, 2023 23:25

m15 R7, can't get audio through speakers anymore?

Alienware m15 R7 AMD

Alienware m15 R7 AMD

InstallShield Wizard or Windows (11) updates is/are doing something that is messing up my audio on the Alienware m15 R7 and the audio on my speakers is working fine until that thing opens up.

So, I got an open box Alienware m15 R7 AMD from someone online and everything has been working fine after the servicing it needed. I decided to download all the drivers that seemed relevant to my computer from Dell's website, like BIOS, Audio, Chipset drivers, etc. Now the audio through my speakers stopped working and I think I found the culprit. Audio through wireless headphones and HDMI seem to work, but anything connected through "Realtek", such as the speakers and headphone jack, won't play any sound. So I downloaded an older driver from last year and voila! I can hear through the speakers again, until the InstallShield Wizard shows up, then it stops again.

I already deleted/uninstalled the driver through Installed Apps, Control Panel Audio Devices and Device Manager. I even deleted and reinstalled other High Definition Audio Drivers and they were reinstalled either automatically or manually. After a restart, it tells me that I have the latest driver installed which shouldn't be true, because I uninstalled and reinstalled an earlier one.

I believe something InstallShield Wizard is doing upon startup is stopping the audio from working and I think it's reinstalling the newer driver, because when I clicked on the older driver .exe again, I was prompted that a newer version was already installed. Like how? It's not in startup programs and when I click on the service in Task Manager, all of it's tabs/processes are in the Temp Folder and disappear after it closes. Where is the actual program located so I can force it to not open upon Windows login? Also, is it finding the old driver on my computer, should I delete it?

Thanks in advance for any help anyone can provide!

September 27th, 2023 00:42

@DELL-Jesse L​ By some random fluke, it's working now. When I turned on My system, I went to Installed Apps, deleted the Realtek Audio Driver and InstallShield Wizard told Me that it was going to uninstall, restart, install new ones, restart. When I logged back into Windows, it was working and said "High Definition Device", then changed to "Realtek" again when InstallShield Wizard popped up but this time the audio was still enabled and I have 3 options from the Select Sound Output Menu:

Speakers (Realtek Audio)

Headphones (Realtek Audio)

Speakers (Realtek(R) Audio)

I canceled the installation of the old drivers through InstallShield Wizard and it works now. Somehow, the right thing was downloaded and it's fine now I guess.



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September 26th, 2023 12:30


To receive assistance from Dell chat support, they need to verify the warranty status and ownership. Then you must troubleshoot with them.  
Click the "Get Help Now" icon on the right to start a live chat session. If already out of warranty, click here for the Dell out of warranty offering.

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