2 Posts
5
46061
XPS 13 7390 Mic Problems
Hello everyone!
Got quite a problem here. I have a brand new XPS 13 7390 with Windows 10 (only about 3 months old) and I've run into a rather frustrating issue with audio. Working from home, I am on Skype for Business and MS Teams calls all the time, often switching from one to the other back-to-back. I have tried 3 different headsets now (Plantronics Backbeat FIT 305 - Bluetooth, Bose SoundSport - wired, and Solo Beats - wired) with the same results. The Bose and Solo headsets are a few years old but the Plantronics is also only about 3 months old.
Randomly, the mic on each of these headsets will just stop working. Usually this happens after a few calls and sometimes in the middle of a call. I can hear the others on the call but they can't hear me. If my laptop camera is on, they see me talking but no sound. For the wired headsets, I just reseat the jack. For the Bluetooth one, I have to power cycle it. (Still shows to be paired and connected.) In anticipation of a problem, I have reseated the jack or power cycled my Bluetooth headset before a call and do an audio check in either Teams or Skype before the call, but I still run into audio problems.
At this point, I'm fairly sure it's not a headset issue (unless I'm unlucky enough to have 3 bad ones altogether.) I have run Windows Updates, I have run Dell Command Updates, I have run Dell SupportAssist, I have run the Dell diagnostics online, and I am current on drivers/updates and no issues were found. I don't know what else to do or try. I just know I can't be swapping headsets or (un)plugging jacks or power cycling headsets all day anymore. Any insight/help would be greatly appreciated!!
Thank you kindly!
edxply
1 Message
9
August 15th, 2020 04:00
I was able to successfully solve this issue! Simply turn off the voice settings in the Waves MaxxAudio Pro app.
FloraGo
11 Posts
11
August 15th, 2020 14:00
I had a similar issue that was resolved by a community member.
In the MaxxAudioPro Waves app (I didn't know I had this), choose the icon/tab for voice (in the upper right, looks like a top down view of a person at a computer) Turn/toggle off the button on the left below the tab icons (terrible UI) and that's it!
Hope it works for you.
DELL-Cares
Moderator
Moderator
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25.1K Posts
0
June 12th, 2020 08:00
Thank you! We have received the required details. We will work towards a resolution via private messages to ensure the security of your information. In the meanwhile, you may receive assistance or suggestions from the community members as well.
rafiki
1 Message
0
July 16th, 2020 19:00
I have the same computer and I'm having the exact same problem. Any help fixing the issue would be appreciated. Thank you!
javery8
1 Message
1
July 24th, 2020 13:00
Have you received any update for fix?
I have the same laptop, and this has been an issue since Day 1. I have been told that I cannot get a refund on the laptop. I have sent the laptop back for repair, and it was returned to me with the same issue.
I have another Dell laptop that does not experience any issues. I am very disappointed in the quality of the audio components, and in the support I am receiving from Dell.
Storme Sixx
2 Posts
0
July 29th, 2020 12:00
My issue is resolved. A lot of things were done - run updates (again) via Dell Command and SupportAssist, disable the mic on my headsets and use the built-in mic on the laptop, wipe/rebuild (did not do!!), roll back the audio drivers. I have done updates since then too and I also bought a different headset but I'm not experiencing any audio issues anymore. All the headsets I used when I had the problem were bluetooth (no dongle) or wired - plugged into the sound jack. This new one has a dongle so, while it's bluetooth too, it's seen as USB.
CL91
2 Posts
0
August 5th, 2020 14:00
I'm experiencing the identical issue. Is there a way to receive support?
Thanks!
Caroline
FloraGo
11 Posts
1
August 14th, 2020 20:00
I am having similar problems with the built in Microphone. When I test it within the system it works fine. Any third party app doesn't work well, the microphone cuts in and out.
I've spent many hours, installing drivers, messing with the various settings, I did a full wipe of the OS, done testing with Skype, Hangouts, Zoom, Google Meetings...
Dell at this point says its not a hardware issue that its the third parties. But every app?
Any help would be appreciated.
thanks
FloraGo
11 Posts
2
August 15th, 2020 14:00
edxply had the resolution for me.
In the MaxxAudioPro Waves app (I didn't know I had this), choose the icon/tab for voice (in the upper right, looks like a top down view of a person at a computer) Turn/toggle off the button on the left below the tab icons (terrible UI) and that's it!
FloraGo
11 Posts
3
August 15th, 2020 14:00
You are my hero! Thank you! I can't believe it was this simple.
One call I had with Dell was 5 hours and 9 Minutes of testing, reinstalling, and ridiculousness.
Seriously,
Thank You!
JurgenTas
2 Posts
3
August 21st, 2020 07:00
We have 2 XPS 13 7390 with this issue (only wenn using Zoom however, not wenn using MS-Teams). Switching off voice in MaxAudioPro (wasn't aware I had it) does the job!
CL91
2 Posts
0
August 31st, 2020 09:00
JTGY
2 Posts
0
September 12th, 2020 12:00
I'm having this exact problem. Especially with zoom. I bought the laptop to use for zoom conferences. I would strongly advise people against buying this laptop since support is poor and without a microphone work is impossible. Has anyone managed to solve it?
JTGY
2 Posts
3
September 12th, 2020 13:00
Switching off voice in the MaxAudioPro app (you can search for this on the computer) actually works. I can't believe that the technical team didn't suggest that. Thanks to you in the forum who did.
BMD563
3 Posts
1
September 14th, 2020 07:00
Thanks for this post! The cure for the mic cutting in and out (happening per people in my zoom calls) was also shutting off the microphone "helper" in MaxxAudio Pro. I was getting berated and was asked what kind of computer I bought 4 days ago so people could avoid it... embarrassing and frustrating. I think the intent is that the software will better block out unwanted sounds but it is too aggressive and reacts quickly resulting in the cutting in and out. Just looking for microphone settings in Windows doesn't bring up the Maxx software options so I was getting ticked. If I can't find a decent reason to have it I'll just uninstall the program.