XPS 15 9520, conferencing audio issue

Thanks for the update on this. Are you noticing anything in particular to get it to hiccup like this? Or does it just happen with normal use? 

That's disappointing, since my new motherboard and vanilla install I find the first call of the day is ok, if doing multiple calls then always close teams, allow about a minute and then re load. If i try to do back to back meetings it always fails.

I also find that it fails if you join a meeting and have to wait for more than about 30 seconds for the meeting owner to accept you. I now try to not join early as i end up being late by having to restart my machine !

I did comment back on my open support ticket but it just got closed. Its nuts that the XPS 15 is supposed to be one of the best yet can't cope with online calls ! Dell really don't seem to be able to get on top of this or don't care to !

Reinstalled my laptop with vanilla Windows 11 22H2 and ran the Dell Support Assist to install all the drivers. Installed Teams and the dropping audio issues are still there. I think its a driver or firmware issue. It is annoying since this is happening for some weeks now and my life is literally on remote conferencing.

Will open a Dell Support case for my laptop and searching for other options to do Teams/Zoom/Google Meet/Zoho Meet calls. Since it not doable on the Dell XPS 9520.

Just got back from a support call. The guy on the phone told me that they heard lots of these issues and that there is a fix for a few days. It seems an issue with the Realtek High-definition audiodriver. They say if you downgrade to older version 6.0.9430.1, A2524 nov. 2022. It should fix the issues.

You can find the download here: https://www.dell.com/support/home/nl-nl/drivers/driversdetails?driverid=rr02h&oscode=w2021&productcode=xps-15-9520-laptop&src=o

The Realtek High-definition audiodriver 6.0.9472.1, A46 seems to be faulty.

Currently testing this. To be continued.

I hate to tell you that this was one of the first things i tried and it made no difference !! Look forward to a proper fix in the near future.

Same issue as the other threads, for record, the sound cuts out when another application or the system plays a sound.  I've given up, Dell has become a husk of its former self, more interested in screwing over customers than its reputation.  I didn't buy a brand new machine so I can work IT for Dell.  I'm done troubleshooting, done asking for a refund, I'll never do business with them again.  Good luck guys.

Ok! Thnx for mentioning that! There must be something changed over the last month. I've downgraded the system bios to the one of januari 2023. It was working fine back then. If thats not the fix, I will replace the XPS. Since I need conferencing.

I found a workaround to resolve the issue, and today I've been able to attend back-to-back meetings without any interruptions. Let me explain what I did.

I observed that Windows automatically updates device drivers to the latest versions if it detects that older versions are installed. This caused a problem when I tried to downgrade the Realtek drivers and also tested downgrading the BIOS, as Windows immediately updated them to the newest versions.

Since I don't use the onboard sound feature, I decided to disable it in the BIOS settings. Then, I uninstalled the Realtek drivers using the "appwiz.cpl" tool and removed any hidden Realtek devices from the Device Manager. When I'm on the road, I use my Jabra headset, and when I'm at home, I switch to using my monitor speakers and studio microphone.

Now that the Realtek audio device is disabled and the drivers are uninstalled, I haven't encountered any issues! This has been tested with the latest BIOS version 1.13.1.

Our team would like to look into this further. If anyone is having trouble with audio on their XPS 9520, please use Get Help Now. If you have trouble using chat/contacting our team please let me know. The details shared will allow us to investigate this further. 

Thanks for sharing this workaround. 

I don't wish to sound negative but they are unable to help, I have spoken to at least 5 support agents all who spend hours initially saying there is no problem as you cant always replicate. Then they blame Teams and say its not a Dell problem, i explain its all online conferencing so they look around then go about removing and reinstalling drivers then saying "give that a go" and so the loop repeats. I have probably spent 30-40 hours on this problem both myself and Dell. No notes seem to be stored as to what has already been done so we start at the beginning everytime.

I would be great if Dell could allocate one support engineer to this problem and we could all reach out to them so they can see this issues and find a solution for all the XPS owners about to ditch their new machines.

Understood, we're working on getting the engineering team involved and I am hoping it will lead to better results from this post. I realize a lot of what I asked above was shared, but was trying to to get a few more examples to them.   

Here is another possible workaround to try at this link

Symptoms

Thanks for the suggestion but I don't have any dell applications on my machine, one of the things I tried was a fresh install of windows from a USB stick rather than from the PC so its not a Dell build. You only need to load the Dell Disk driver to install windows. This did reduce the frequency of the problem so i have not added any of the dell applications back on.

Do you have any feedback on my suggestion as to allocating a single person to this issue. I am staring to get this issue everyday again now, also a new issue windows / office gives a mortification sound like a new email, this stops the online meeting audio. It does return once you go to the audio settings but annoying to loose audio for an e mail notification.