XPS 13 Plus 9320, sound not working

Question

I just got my new XPS 13 Plus laptop in the mail a couple days ago. Everything was great on the computer until I ran into a sound problem. I connected my bluetooth headphones to the computer. No problems occurred when connecting and listening with my headphones. The problem is when I disconnected the headphones and now I do not have any sound. I would consider my self as a pretty tech savy person, so I went through the process of troubleshooting and could not find a solution. I read some other forums on the Dell website with the same issue but not solution.

riceconvention · Accepted Answer

I had a similar problem and discovered that the internal speakers would no longer work if I had 'Enhance Audio' switched on.  Go to 'System' -> 'Sound' -> 'Properties' (or Speakers, Intel Smart Sound Technology for MIPI SoundWire Audio etc) and you should see an option for 'Enhance Audio'. Switch this off and hopefully, your internal speakers will work again.  Strangely if 'Enhance Audio' was on, I could hear sound from Bluetooth headphones or external speakers without any problems.

DELL-Nat M · Answer

Hi all, If you're facing sound issues in your system, please try uninstalling and reinstalling the drivers manually: 1) Right-click the Start button and select Device Manager 2) Expand the Audio inputs and outputs category to see available drivers. 3) Right-click the audio device experiencing issues and select Uninstall 4) Restart your computer (don't skip this step)5) Go to the Dell Support site6) Enter your Service Tag or Express Service Code (figure 1) (figure 1)7) Select the Drivers & Downloads 8) Find the latest audio driver from the list and click the Download button (figure 2) (To narrow down the list of drivers, select Driver under the Download Type dropdown, and select Audio under the Category dropdown) (figure 2)09) Download and install any prerequisites that are identified in the dialog window before proceeding 10) Click the Install button 11) Follow the remaining prompts to perform the update. Watch this video for a quick walkthrough: https://youtu.be/k0-zppRDpvk If you still need assistance, please contact support by clicking the ‘Get Help Now’ button located at the bottom right corner of the page. The button is marked with a help icon for easy recognition as per the picture below:

Woctor Datsun · Answer

For me, the problem occurred even though 'Enhance Audio' was off. However, the problem disappeared when I turned 'Enhance Audio' on and then back off.

sandman0420 · Answer

I spent hours trying to fix my sound, including a full reinstall of Windows. Nothing worked until I came across this thread. I switched off Enhance Audio and it fixed my problem. Thank you!!!!

Lolato · Answer

In my case, my 'temporary solution' is to switch Enhance Audio Off and then immediately back On. But that solution is temporary. Very often the issue comes back again and I'm supposed to do the same thing (switch Enhance Audio Off and then immediately back On) (or restarting Windows would also work).I'm not sure yet what triggers the issue. My assumption now are a few:- When computer goes to sleep/hybernate - When I connect bluetooth audio devices and then disconnect (going back to laptop speakers)  Does anybody know what the trigger for the issue is? Is the solution for you (Enhanced Audio Off-On) permanent or temporary like for me? Thanks

DanielBMLago · Answer

The issue I am facing with my 9320 (maybe related) is that everytime Windows Plays its sounds (alerts, notifications...) it 'locks' the sound card. Discovered when adjusting volume using taskbar (it plays a Windows Sound when you do so). No other application can use Sound since. That is what I thing is the trigger. Work around: No Windows Sounds.

wickedgirl2u · Answer

I experienced the same issue.  This initially worked, now it doesn't, can only hear Windows notifications no videos, music, etc., very aggrevating.

SteveSeagal · Answer

Don't know how you figured this out but it worked for me thank you!

wickedgirl2u · Answer

This just fixed my issue:   Logged into my Dell account Select the device with the sound issue. Select Drivers & Downloads tab Click on Check for Updates button within the 'Let Dell automatically find driver updates for you. Optional step - walk away, got some coffee, let the dog out...LOL Came back, drivers were updated, perform a Restart Viola, I now have sound!!!!!

oncallcorp · Answer

This worked for me!  Happened after I connected my USB-C Dock and had external speakers on.  The speakers continued to work but when I unplugged them the speakers would not.  Thank you.

Lolato · Answer

Hi Woctor. I've the same workaround as you. But for this solution is only temporary. Once in a while the sound issue comes back and I have to switch Enhance Audio Off/On... Was it a permanent solution for you?

HillaryU · Answer

I tried the same steps and the audio came back but very low.  At 100 volume it sounds like its at 15, I can barely hear the sounds. unfortunately, there is no setting that would correct this.

cyashmoney · Answer

I've been having the same issue and used the toggle for audio enhancements as a temp workaround. I contacted dell tech support in order to report this bug and customer service went through a few steps including re-installing the drivers that have not worked. They are now offering a tech to come out and physically replace the speakers when this is clearly a software issue that needs to be patched.

HillaryU · Answer

Hi,  can you confirm if the audio is loud enough compared to before the issue started?  I had the same issue, brought back the audio but now it sounds so faint, at max 100 volume it sounds like 30 volume.  My second XPS 13 New corei5 sounds a lot more louder now when compared but both use to be at same volume level.  Now I have to pay extra attention to hear my audio, so frustrating!!!

LFBERLUCCI · Answer

Hello everyone, this model recently arrived in Brazil and I received it in exchange for the XPS13 that had overheating problems. I received an XPS13 Plus that had this sound problem (after a windows notification if reproduced I could no longer listen to spotify, youtube, any website, whatsapp) and with another that the webcam did not turn on. I thought it was a driver and asked to exchange it for another notebook. I received another XPS13 Plus that came with a working camera and the same sound issue. I turned off the windows sounds and it seems to have solved it (system - notifications - open the notifications box and turn off 'allow notifications to play sounds). I consider it a bug that DELL should fix via the driver, I don't need the windows sounds but a premium notebook with this problem is not correct. Here in Brazil it is very expensive.

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