Acer Nitro 5 N515-58 No audio after installing audio drivers

kikiubo
kikiubo Member Posts: 1 New User
edited May 2023 in Nitro Gaming

I had a Zoom call and noticed my headset audio wasnt working as expected so I installed the audio driver from the Acer webpage, now I have no audio. Tried uninstalling audio devices from the device manager, restarting, didnt work.

I have windows 11 Acer Nitro 5 N515-58

[Edited the thread to add model name]

Answers

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,631 Trailblazer

    Hi @kikiubo try reverting to the previous driver, go to:

    device manager - display adapters - right click on the driver - properties - driver - roll back the old driver

    Thank you.
    All the best.

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  • Puraw
    Puraw ACE, Member Posts: 14,301 Trailblazer

    If you have a BT headset, check your BT settings if the set is paired, if no sound is coming from your internal laptop speakers, uninstall all Sound Video and Game controllers with Device Manager (preferably in Safe Mode), delete also any audio drivers that show in the hidden devices (BT drivers). Reboot and let Windows11 reinstall all the drivers again. Note: It may take a while to get DTS back, but Windows will find compatible drivers to automatically install.

  • StevenGen
    StevenGen ACE Posts: 12,600 Trailblazer

    Zoom calls are no gauge for audio quality as there are allot of variable factors that affect audio from a zoom call and their software, you should never ever change or reinstall the audio drivers unless there is a specific audio driver that either windows update has, or Acer has for your Nitro 5 AN515-58. You need to roll back the driver that you updated in Device Manager as there are allot of audio drivers that affect different hardware's of your AN515-58,

    This is my Nitro AN515-56 Device Manager > Sound, video and game controllers, so rollback that driver that you updated to the previous driver that you had and refresh the Intel, NVidia and Realtek audio drivers as that should fix your audio problems.

  • kazamakun
    kazamakun Member Posts: 7

    Tinkerer

    Delaying any updates to the offending drive works but it's a problem when Windows Update updates that driver on your behalf. LOL

    I posted below at Microsoft's support community but if either Realtek or MS can address it, I'd be happy.

    ==========

    TL:DR: Latest Realtek Audio Universal Service breaks audio services; System restore works.

    Local Service account logged on to manage Windows Audio service does not seem to have proper permissions it requires.

    Symptoms:

    No Sound output devices present after restart.

    Offending Driver:

    Realtek Audio Universal Service

    2023-05-09

    1.0.616.0

    HWID: SWC\VEN_10EC&SID_0001

    Device:

    Acer Nitro 5, Nitro AN515-58

    OS: Windows 11, 22H2

    OS build 22621.1848

    Windows Feature Experience Pack 1000.22642.1000.0

    Details:

    In my case, what breaks my audio is when the Realtek Audio Universal service gets updated.

    I saw that happen a few weeks ago - I was able to narrow it down to that driver. The problem since today is that the driver I avoid updating manually is now part of Windows update, which breaks my audio every time.

    If your system has been installed for quite some time, the System Restore will work but at the expense of messing system defaults for some reason. If that happens, a workaround is to download a script that fixes some apps but you'll have to manually "fix" other apps by clicking on "Repair" in Settings. Based on what I've seen, there hasn't been any reliable solution to the issue since breaking. If you decide to reinstall Windows 11, just be sure that VMA is disabled (for some laptops) but you'll end up at the same situation every time the Realtek AUS is updated.

    Just to add. I've also noticed that the Windows Audio service is in a non-restartable state since the Local Service seems to have lost permissions or that the driver that came with the update or maybe just that specific version has issues (just a guess). I changed it to local System account and having it interact with the desktop but even though that leads to a visible audio icon in the task bar there is no Audio.

    Observations:

    Audio icon visible when resolving the issues with the Logon Service account from Local Service to Local Systems account - no audio output from any output device.

  • Joe9844
    Joe9844 Member Posts: 578 Seasoned Specialist WiFi Icon

    If 1.0.616.0 doesn't work, then update to 1.0.617.0 (from microsoft software catalog).

  • kazamakun
    kazamakun Member Posts: 7

    Tinkerer

    Tried to update to 617 but did not help. No changes after restart.

    Whenever I attempt to restart the Windows Audio service, I hear audio for less than a second and then it stops. This is the case when the Logon for the service is set to Local Service. Setting it Local System account has the X over the audio button the task gone but there is just no audible sound.

  • William_mk2
    William_mk2 ACE Posts: 4,198 Pathfinder

    @kazamakun and @kikiubo

    Sometimes a simple system restore will fix the issue.. 

    Try windows x
    click on power shell admin or command prompt admin 
    type rstrui
    chose an earlier date on which your computer was working fine  
    click on next, finish, yes
    It will restore your computer to an earlier date 
    if you get an message - system restore not completed - click on close 
    It will show you all the icons..
    Try and check whether it is working now ..

    Click on "Like" if you find my answer useful 

    Click on "Yes" if it answers your question.


    Please click YES if I answered your question

    I am not an ACER employee
    B  Thank you and have a BLESSED AND HAPPY DAY  B


                                         ★★ WILLIAM - MRK ★★

  • William_mk2
    William_mk2 ACE Posts: 4,198 Pathfinder

    @kazamakun and @kikiubo

    If it is still not working then we have to do a refresh and reset

    click on start - settings - update and security - recovery - reset this pc - get started 

    or 

    on start - type here to search - type reset this pc - click on reset this pc on the top  - click on get started 

    or

    Try windows + r - on run - type systemreset

    It will show you keep my files and remove everything
    chose keep my files 
    chose the account - type the password - click on local reinstall - click on reset 
    It will be in progress.. 
    login to computer and start using the computer. 
    If it is still not working 

    click on start - settings - update and security - recovery - reset this pc - get started 
    chose remove everything 
    click on local reinstall - just remove my files - click on reset
    It will be in progress

    Note:

    If you do refresh ( keep my files ) -  all your personal files like pictures, music , documents , videos  will still be intact.   Only the applications will be lost

    If you do reset  ( remove everything )  - you are doing a factory default.   It will become like a day one computer.    It will wipe out everything and take your computer to day one like a new computer. 

    You can also do the recovery in an alternative way..

    There are two alt keys on the keyboard.  If you look at the bottom row of keyboard you can see the one on the left side of space bar and the other on the right side of space bar.  The alt key on the right side will be looking like alt, alt gr or alt car.  Turn off the computer.  Hold the alt key on the left and tap f10 continuously.   It will go to repair mode. It will show you chose an option, continue, troubleshoot.   If it is not going to repair mode, turn off the computer.  Turn on the computer.  Hold the right alt key ( alt gr or alt car or alt )  and then tap f10 continuously.  It will go to chose an option continue and troubleshoot..

    It will show you chose an option, continue, troubleshoot
    Go to troubleshoot  -  click on reset this pc
    click on keep my files  ( only applications will be lost )   chose your account and type your password   - click on local reinstall  - click on reset
    It will be in progress 

    If the keep my files option is not working 

    Go to troubleshoot  -  click on reset this pc – click on remove everything – click on local reinstall – just remove my files – click on reset 
    It will reinstall windows. 

    If the just remove my files is not working..

    Go to troubleshoot  -  click on reset this pc – click on remove everything – click on local reinstall – Fully clean the drive – click on reset 
    It will reinstall windows. 

    Note: You can also go to chose an option , continue , troubleshoot by holding the alt key + tapping f10  or alt gr + tapping f10 on the keyboard while turning on the computer.    Once you see the troubleshoot option, you can stop tapping the f10 and stop holding the alt key.    Then you can try the keep my files and remove everything ( just remove by files and fully clean the drive ) by following the steps which was mentioned above. 

    Click on "Like" if you find my answer useful 

    Click on "Yes" if it answers your question.


    Please click YES if I answered your question

    I am not an ACER employee
    B  Thank you and have a BLESSED AND HAPPY DAY  B


                                         ★★ WILLIAM - MRK ★★

  • kazamakun
    kazamakun Member Posts: 7

    Tinkerer

    I tried creating a logon account just for the Windows Audio service and though it enables the Audio icon, there is no audio.

    Earlier, I tried to perform a system recovery that ended up with Windows telling me it encountered and error. Sadly, I'll be re-installing Windows 11 again and will defer any updates for the next 5 weeks.

  • kazamakun
    kazamakun Member Posts: 7

    Tinkerer

    I found the cause as to why the Realtek Audio Universal Service and the Windows Audio Service kept getting disabled on my laptop - the Realtek Audio Effects Component SWC\VEN_10EC&AID_0011 was causing the issue so when both that and the Realtek Audio Universal Service drivers got updated and installed; the Windows Audio Service stopped!

    I rolled back the Realtek Audio Effects Component update and I have my audio back while also being in Realtek Audio Universal Service version 1.0.617.0 with all the other updates on my laptop installed! Also works with version 616.

  • Alejandro_AC
    Alejandro_AC ACE Posts: 13,631 Trailblazer

    That was what I proposed to you at the beginning of this thread, thanks for commenting on it.

    All the best.

    • Haga clic en "Me gusta" si mi respuesta fue útil o márquela como solución si se resolvió, ¡gracias!
    • Colaborador pro bono, no trabajo ni hablo en nombre de Acer
    • Please click "Like" if my answer was helpful or mark it as solution if it was solved, thanks!
    • Pro bono contributor, I do not work or speak on behalf of Acer
    • MVP de MSFT (2003-21) & Windows Insider & (alezmvp)