Static noise in headphones. Windows do not see headphones as an output device

Hi everyone! About 5 days ago received Helios 500 (PH517-51) Found constant static noise in my headphone, loudness depends on load and tasks, sometimes I hear signals and other noises, cracking when opening folders, windows, pushing keys etc. Right after switching in headphones I hear to buzzing sound signal, some beeps after switching from power supply to battery and vice versa. This sounds absent when on built-in speakers. Static noise presents all the time and not depends on sound level setting, even if it sound muted. I've changed drivers( may version and august version of realtec drivers and used windows generic drivers) and it's not helping. Only when I uninstall device it stops. Even worse, headphones not found in sound mixer and sound output playback devices manager( I enabled showing disabled and disconnected devices), though sound being switched from speakers to headphones . So, can anyone advice? Should I return laptop back to shop? Is it a bad sound card quality that all Predators share or is it some hardware fault? Or is it software and there is a remedy? Thanks in advance!
P.S. Sorry for mistakes if any, English is not my native.

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christy1

Hi @Invader_Zim,

Dont worry. Since its a new laptop try few steps before contacting the store. Try to delete the driver and install from the acer site. Enter the sn or snid number in the below site and install the driver after deleting the driver on your computer.
https://www.acer.com/ac/en/US/content/drivers.
If still its not working the try to do a reset on the unit.

Go the Settings. ...
Select "Update & security"
Click Recovery in the left pane. ...
Click Get started under Reset this PC.
Click Remove everything. ->just remove my files->Reset. Hope this will fix the issue. Good luck.

Invader_Zim

Hchristy1 said:

Hi @Invader_Zim,

Dont worry. Since its a new laptop try few steps before contacting the store. Try to delete the driver and install from the acer site. Enter the sn or snid number in the below site and install the driver after deleting the driver on your computer.
https://www.acer.com/ac/en/US/content/drivers.
If still its not working the try to do a reset on the unit.
Go the Settings. ...

Select "Update & security"

Click Recovery in the left pane. ...

Click Get started under Reset this PC.

Click Remove everything. ->just remove my files->Reset. Hope this will fix the issue. Good luck.

Thank you for reply, much appreciated)
Done, not helping. Actually i plugged headphones while windows was just installing and heard the same noise and signals. Unfortunately that wasn't key. Would appreciate if any Helios 500 user share his experience: Do you have your headphones found by windows sound mixer and/or determined in playback devices window? Do you have this annoying static noise? Is it okay for Helios 500 or is it a real fault?

Red-Sand

Have you tested the headphones on another machine to make sure its not them?

christy1

Invader_Zim said:

Thank you for reply, much appreciated)
Done, not helping. Actually i plugged headphones while windows was just installing and heard the same noise and signals. Unfortunately that wasn't key. Would appreciate if any Helios 500 user share his experience: Do you have your headphones found by windows sound mixer and/or determined in playback devices window? Do you have this annoying static noise? Is it okay for Helios 500 or is it a real fault?

Hi,

If its not working even after the reset then check with the headset on other unit as said by Red-Sand. if still its not working then its the port issue on the unit. contact the acer support. hope the below link will help you.
http://www.acer.com/worldwide/support/

Invader_Zim

christy1 said:

Invader_Zim said:

Thank you for reply, much appreciated)
Done, not helping. Actually i plugged headphones while windows was just installing and heard the same noise and signals. Unfortunately that wasn't key. Would appreciate if any Helios 500 user share his experience: Do you have your headphones found by windows sound mixer and/or determined in playback devices window? Do you have this annoying static noise? Is it okay for Helios 500 or is it a real fault?

Hi,

If its not working even after the reset then check with the headset on other unit as said by Red-Sand. if still its not working then its the port issue on the unit. contact the acer support. hope the below link will help you.
http://www.acer.com/worldwide/support/

Hi! Headphones definitely working, been using this cans for sometime before made mistake ordering Acer

, now connected external DAC through USB to notebook and headphones sound completely normal and DAC is recognized in sound devices, but inserting headphones to built-in Helios 3.5 mm jack brings static noise and leaves them unseen by windows. 'Been trying to boot under Ubuntu to determine whether it is software or hardware problem, but Linux unable to give any sound through speaker or headphones. Really don't know what to do next.
P.S. Oh! and i found out that my sub woofer is not working at all! Didn't notice it before, because never seriously listen to built-in speakers, but yeah, no signs of life from it. Any thoughts?)

Invader_Zim

Red-Sand said:

Have you tested the headphones on another machine to make sure its not them?

Hello, thanks for reply. Most certainly, not a headphones issue.

Red-Sand

Then your best bet is having Acer look at it bro

Invader_Zim

Red-Sand said:

Then your best bet is having Acer look at it bro

So i found the problem. The source of trouble is electrical isolation of sound card. I connected mouse and external HDD to a USB port on the right side near 3.5 mm jack and found noise became loud and made my eyes bleed cause of high frequency sound. Combining with fact it's loudness increasing together with CPU load (while playing doom) it's clear that horrible quality of sound card is one to blame already spoke with store regarding return of this unit. But i just need to clarify will i have other unit of this model. Believe you are user of Helios 500, do you suffer same static noise in headphones? Is your Sub-woofer works? Can you please check it on your device, so i can understand is replacing it will help? Also, found battery slowly discharging while playing Doom (about 10% per hour) Is it OK?
Thanks in advance.

xapim

The battery is normal as the charging block can't cope with the power needed high demanding games use more power and the battery kicks in as support this is the main reason the batteries come built in to aid the A/C when cpu/gpu demands it so and playing games on battery it's no good they were not made to play games on just to aid the A/C also depleting the battery once every 3 months is advisable

Invader_Zim

xapim said:

The battery is normal as the charging block can't cope with the power needed high demanding games use more power and the battery kicks in as support this is the main reason the batteries come built in to aid the A/C when cpu/gpu demands it so and playing games on battery it's no good they were not made to play games on just to aid the A/C also depleting the battery once every 3 months is advisable

Hi! Yeah i already figured out it's fine, but regarding noise in headphones?

xapim

Invader_Zim said:

xapim said:

The battery is normal as the charging block can't cope with the power needed high demanding games use more power and the battery kicks in as support this is the main reason the batteries come built in to aid the A/C when cpu/gpu demands it so and playing games on battery it's no good they were not made to play games on just to aid the A/C also depleting the battery once every 3 months is advisable

Hi! Yeah i already figured out it's fine, but regarding noise in headphones?

Regarding the headphones like @Red-Sand said the best it's to get acer to look at it

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