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XPS 15 9500, speakers, distorted/crackling audio
Hi All,
My brand new XPS 15 9500 has static noise, crackling & distorted audio coming from inbuilt speakers, issue shown and explained on the link below.
https://www.youtube.com/watch?v=soY_h3pLWqw&t=14s
So far Dell did nothing to resolve it in the 6 months the XPS 9500 was on sale so far. So many people have reported this issue yet DELL could not care less about their customers which bought high end premium devices and got speakers which sound worse than a 200$ laptop. There have been so many disappointed XPS9500 users reporting this issue on the dell.com site alone, links to the post below:
- https://www.dell.com/community/XPS/XPS-15-9500-speakers-crackle/td-p/7679277/highlight/false
- https://www.dell.com/community/XPS/XPS-15-9500-speakers-crackle-2/td-p/7715495/highlight/false
- https://www.dell.com/community/XPS/XPS-15-9500-static-noise-when-playing-any-audio-on-mute/m-p/7747208/highlight/false#M73874
- https://www.dell.com/community/XPS/XPS9500-August-Still-Touchpad-and-Audio-Issues/td-p/7679929/highlight/false
- https://www.dell.com/community/XPS/XPS-15-9500-speaker-crackle-issue/m-p/7740259
- https://www.dell.com/community/Customer-Care/Worst-purchase-experience-that-I-have-ever-had-not-resolved/m-p/7661218
XPS 9500 users reporting the same issue on reddit as well:
https://www.reddit.com/r/DellXPS/comments/hi79n4/dell_xps_15_9500_buzzing_speakers/
https://www.reddit.com/r/Dell/comments/hbwslj/dell_xps_15_9500_sound_crackling/
https://www.reddit.com/r/Dell/comments/h186da/issues_with_the_dell_xps_15_9500/
From our collective experience, none of the below will help to resolve the issue:
- driver/BIOS update/uninstall/reinstall
- speaker replacement
- windows reinstall
- laptop replacement
- buying a brand new XPS 9500 from dell.com will still come out of the box with this issue!!
We know this is a driver issue because applying non-XPS 15 Realtek audio drivers will resolve the audio distortion/crackling, however the sound from speakers will become flat with zero bass and the overall volume will be 5 times lower. This by any means is not a solution, especially when we know that these speakers are capable of much, much more. To do this experiment to go Device Manager->Sound, Video and Game Controllers->right click Realtek(R) Audio-> Update Driver->Browse my computer for drivers->Let me pick->unselect "Show compatible hardware"->Microsoft ->then High Definition Audio.
I tried hard to get @DELL-Cares to acknowledge this being a Realtek driver issue. They finally accepted that and escalated this audio issue to their Product Team. Today, on 10/12/2020 a new Realtek driver was released for XPS 9500 however I was disappointed to see that it did nothing to fix our audio issue.
This audio issue can be reproduced on any new XPS 15 9500. It is a mystery how managed to sell brand new laptops with such an issue, how it was missed to be picked up during the Quality Control checks(If they have that at all!). It is also a mystery how missed to pick up this issue reported by so many XPS15 users for 6 months!
Still no fix as of today. I will keep on updating this post with all the updates I receive from @DELL-Cares .
I am taking this issue as a personal challenge and will not give up until it is sorted. I will wait another week or two, If this is what Dell wants, I will do my best not do disappoint them.
rvalenta1991
9 Posts
1
December 27th, 2020 06:00
Dell is giving me the troubleshooting run around and I work as a Systems Administrator so I have done everything they have suggested. I'm thinking it's a hardware issue as when it vibrates in that frequency it's not tightly put in place with foam or whatever is used to keep it tightly in place and it's hitting other components which causes the distorting/crackling noise. The only way I could think of is opening up the laptop and have it secured with a bit of foam or tightening the screws, however I will not do this as it will void the warranty, so I am stuck dealing with their support team. @DELL-Cares
Nat_K
8 Posts
0
December 27th, 2020 06:00
Good find @rvalenta1991 and @sport_line for helping bring this issue to the Dell team. On my new XPS 17 9700 (2020) I can confirm that the same bad cracking sound occurs on this 400hz frequency compared to a very old previous laptop. Definitely a driver or hardware issue that needs to be fixed. Hope more people can test this out to see if its a bad batch or wide XPS line issue.
DELL-Cares
Moderator
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25.7K Posts
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December 27th, 2020 07:00
We are really sorry to know the inconvenience caused. We have responded to you via private note. Kindly review the same and get back to us here so that we could review and assist you further.
rvalenta1991
9 Posts
0
December 27th, 2020 09:00
FYI @DELL-Cares my private messages are disabled so I am unable to reply.
Dell-SimranC
Moderator
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109 Posts
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December 27th, 2020 09:00
Hello,
Is there an error you're seeing when attempting to reply via private message?
sport_line
77 Posts
0
December 27th, 2020 13:00
@rvalenta1991 - try different browsers and you will be able to reply, sometimes I cannot reply in Chrome for some reason.
DELL-Cares
Moderator
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25.7K Posts
2
December 28th, 2020 00:00
Hi,
Prajwal here from Dell community. We have received an update from our internal team regarding the system capture.
As per our records, not all of the XPS 15's are observed with the audio issue. In order to test the system, we can offer you a replacement.
I request you to get back to us with your decision so that we can proceed further.
Regards,
Prajwal
DELL-Jesse L
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17K Posts
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December 28th, 2020 09:00
kamilpol
12 Posts
0
December 28th, 2020 09:00
I have the same Issue, many hours on the line with Dell support, two times technician came to replace speakers. It didn't help at all! Reinstalled windows and all updates.
CameronLM
5 Posts
0
December 28th, 2020 09:00
Please provide steps to request this replacement. I have been on the phone with service multiple times over months and all they know to do is re-install the save BIOS drivers over and over. I can't recreate the distortion for them, so they mark the case as closed. It's totally unacceptable. My laptop is well within warranty, and I have requested in-person technical review and repair multiple times. Please send instructions for requesting a replacement or refund preferably.
CameronLM
5 Posts
0
December 28th, 2020 09:00
I agree it sounds like a rattling or vibration that is worst with low sounds (not necessarily related to volume). I cannot listen to men's voices on conference calls or video lectures or the distortion will drive me crazy. The problem doesn't seem to occur when using headphones, but I still have a loud POP noise on both headphones and speaker before a sound starts. For reference, I have XPS 13 Inspiron 7490 bought from Dell website in May 2020. It has had this issue the entire time I've had it.
BRIXPSOWNER
35 Posts
2
December 28th, 2020 11:00
Hi Dell,
Can you provide a video to demonstrate that there are XPS 15 9500's that do NOT have this issue?
Thanks
BRIXPSOWNER
35 Posts
1
December 28th, 2020 12:00
Hi Jesse, did you read the 1st post in the thread?
There is a video there that shows the issue many of us our experiencing. I think DELL should provide a video to prove there are units that work properly without this defect.
Thanks
sport_line
77 Posts
0
December 28th, 2020 13:00
@BRIXPSOWNER Agreed 100%. I can hardly believe there are XPS 15 9500 units without crackling speakers.
@DELL-Jesse L - Hope the below is enough.
https://www.youtube.com/watch?v=soY_h3pLWqw&t=14s
https://www.youtube.com/watch?v=WErYI2LXRxw
FaRi84
1 Message
1
December 29th, 2020 09:00
I have just the same crackling noise when playing windows sounds although i have updated / reinstalled realtek and bios drivers. furthermore, my microphone just does not work. i already have contacted support, and they will send somebody to replace the whole display, since they assume it is a hardware issue. i first was very happy that my trackpad is right in place but these audio issues really make me very disappointed. furthermore i have a slight coil whining from time to time, even when my ears are not close to the keyboard. i think, i will cancel the date with the display replacement and get my money back : (