Issues with Realtek driver and Built-in Microphone (Nitro 5 AN515-58-76DU)

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poxab
poxab Member Posts: 4 New User

I've got a new acer laptop, but i'm having a lot of issues with audio.Here is everything that happened, and the fixes i've tried:

I installed the Realtek audio driver from acer's website and installed DTS X, but then the audio simply stopped working. After a couple of attemps to fix it, I uninstalled DTS and the driver. Got the latest version from windows updates, now the audio is back… But I can't use DTS X now, since i don't have the required driver anymore. I tried installing acer's version again, but the same thing happened. No sound whatsoever. I had to uninstall it again.

Another problem, my built-in microphone doesn't work. (Intel SST Microphone array) I tried updating intel SST drivers, running the troubleshooter, and checking the acer purified voice console. But then that didn't work too. It just gets stuck in the loading screen. The same happens with Realtek audio console.

TL;DR
- I got no audio after installing the Realtek driver from Acer's website, so i had to install the latest driver from the windows update. Therefore i can't use DTS X Ultra.
- I can't use the Realtek Audio Console and Acer Purified Voice Console.
- The Built-in microphone doesn't work. (Intel SST microphone array)

Here are the versions of some audio drivers i have:
Intel SST 10.29.0.8467
Realtek Audio 6.0.9514.1
Microphone Array 10.0.22621.1

Any help would be appreciated, thanks.

«1

Answers

  • Puraw
    Puraw ACE, Member Posts: 10,344 Trailblazer
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    I recommend uninstalling RTK driver in Safe Mode with DDU and don't install anything yourself, make sure internet is working and reboot, windows will install compatible drivers. https://www.intel.com/content/www/us/en/support/articles/000091878/graphics.html

  • Joe9844
    Joe9844 Member Posts: 562 Seasoned Specialist WiFi Icon
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    I do wish you people don't overpromise things.

    Nowhere in the Intel article said anything about windows would automatically install compatible drivers.

  • eGomes
    eGomes Member Posts: 3,448 Guru
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    Hi,

    Alternatively, you can install generic Realtek Universal Audio Driver (UAD):

    https://github.com/pal1000/Realtek-UAD-generic

  • Joe9844
    Joe9844 Member Posts: 562 Seasoned Specialist WiFi Icon
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    Yet another person completely unqualified giving useless information.

    If you want to update your realtek driver, follow my tutorial here and download the update components from Microsoft's website.

    You will end up with this.

    NOBODY SHOULD UPDATE THEIR DRIVER FROM SOME UNOFFICIAL SOURCES.

  • eGomes
    eGomes Member Posts: 3,448 Guru
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    Who do you think you are to call people unqualified!? 🤔

    Just for the record, I use the "alternative" driver package indicated above. And it works perfectly in my Aspire 5 A515-45G.

    Obviously the recommendation is to use the official driver provided by the OEM manufacturer.

    The purpose of this Community is to exchange and share experiences. And yet, your participants are "free" to decide whether to test or not!

    However, that doesn't give you the right to come here and offend people. 😉

    Put yourself in your place and learn to respect other people's opinions!

  • Joe9844
    Joe9844 Member Posts: 562 Seasoned Specialist WiFi Icon
    edited January 23
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    You are correct, we are here to help people.

    Helping people is not what you 2 people are doing.

    The first guy just indiscriminately tell people to DDU their computer and HOPE that the OS will install a driver, any driver —- when Intel (the company that makes DDU) doesn't make this claim.

    Then you just randomly tell people to install some 3rd party unofficial driver from some unknown source without even reading the OP's post and without providing any context in your 1 sentence answer about why he should listen to you. A 1 sentence answer telling people to use some random unofficial driver from an unknown source is NOT helping people

    There is also a group of people who indiscrminately tell people not to update BIOS. When I answered those threads which showed that 100% of the time in those threads —- the BIOS updates are ALWAYS for security patches. Guess what? They shut up on that thread, BUT constinued to give the SAME stupid advice on a newer thread —- which I would also post in the newer thread that the said BIOS update is also a security update.

  • eGomes
    eGomes Member Posts: 3,448 Guru
    edited January 23
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    Hey man, let's agree like this!? Take care of your posts and stop trying to ridicule another colleague's posts.

    Where did you get that from, that I posted something randomly!? I use Realtek Universal Audio Driver here and it works very fine:

  • Joe9844
    Joe9844 Member Posts: 562 Seasoned Specialist WiFi Icon
    edited January 23
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    That's agree with this.

    You don't know what you are doing. You installed some random 3rd party unofficial audio driver that you "lucked out" and didn't ruin your computer. That's doesn't mean that you know what you are doing.

    Follow my tutorial, go to microsoft's official website and you can install a newer official driver than your unofficial audio driver.

    You can have 6.0.9611.1 from Microsoft's official website. Or people can follow your incorrect advice and install 6.0.9599.1 from some random dude's unofficial audio driver.

  • eGomes
    eGomes Member Posts: 3,448 Guru
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    Oh my God! You were right...😨

    I ruined my laptop because of the "alternative" driver... 😰

    He's on fire now!😅😂

    Jokes aside, I liked your tip and I'll test this version 6.0.9611.1 too.

  • Joe9844
    Joe9844 Member Posts: 562 Seasoned Specialist WiFi Icon
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    This is the PERFECT situation to actually use DDU —- because you previously sullied your computer with unofficial audio driver.

    Start from the original acer audio driver from acer's website, then follow my tutorial to update the driver and the software components. Then run microsoft store to update the RAC app.

    Only then you will be certain that your computer has switched completely back to official driver.

  • poxab
    poxab Member Posts: 4 New User
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    UPDATE:

    After a couple more tries, i've managed to get the Realtek driver from Acer's site to work, which fixed the speaker quality, but still didn't fix most of the issues

    The internal microphone still doesn't work.

    I Thought looking at some settings in the Realtek audio console could help, but it doesn't open at all. It gives the message "Cannot connect to RPC service." I wanted to update it on the MS Store but i couldn't find the app there.

    I installed Acer purified voice console, but it too gives the exact same error.

    I noticed the Realtek Audio Universal Service wasn't running, so i tried starting that, but got another error: "The system cannot find the path specified"

    Also @eGomes and @Joe9844 I just wanted to thank both of you for caring about this topic, of course using an official source for getting drivers is the best, but you're both still trying to help, you really don't need to argue for this. Thanks a lot for your help, really means a lot to me :)

    Any advice what else i could do?

  • Joe9844
    Joe9844 Member Posts: 562 Seasoned Specialist WiFi Icon
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    You have to use the installer exe (setup.exe) or the cmd script to install the realtek audio driver. You cannot install using device manager.

  • poxab
    poxab Member Posts: 4 New User
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    That's how i installed it. I started setup.exe, which removed the current driver and installed Acer's driver.

  • eGomes
    eGomes Member Posts: 3,448 Guru
    edited January 31
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    Hi @poxab,

    Check if the RtkAudUService64.exe file is present in the below location:

    If so, run these commands:

    cd C:\Windows\System32\DriverStore\FileRepository\realtekservice.inf_amd64_af49968a824c7864
    RtkAudUService.exe -background
    

    And then, try open Realtek Audio Console again.

    Also see, if the corresponding startup and service entry are present:

  • poxab
    poxab Member Posts: 4 New User
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    RtkAudUService64.exe is not there. Should i reinstall the driver, or is there something else i need to do?

  • eGomes
    eGomes Member Posts: 3,448 Guru
    edited February 3
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    Try reinstalling the official audio driver provided by Acer, available on the support page:

    https://www.acer.com/us-en/support/product-support/Nitro_AN515-58/downloads?suggest=AN515-58;1

    Or, try using the "unqualified" (generic non-official) Realtek UAD driver as suggested previously! 😉

    You can even throw "stones" at me if it doesn't work...😁😅

  • KJN9000000
    KJN9000000 Member Posts: 400 Seasoned Practitioner WiFi Icon
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    These Possible Solutions are copied from an earlier thread on the Same Topic.
    DTS X Ultra Microsoft Download https://apps.microsoft.com/detail/9N0H1M8J1308?hl=en-us&gl=US

    Per Member GeeKnight:

    I found the solution for this problem.
    Problem:
    DTS:X Ultra shows "Please connect external speakers to use DTS audio controls"
    DTS:X Ultra shows "Please connect a Headphone to use DTS audio controls"DtsApo4Service service in services.msc is not running despite force start.
    Possible cause (NOT SOLUTION):
    Updated DTS APO4x Service Component, DTS Audio Effect Component, DTS Audio Hardware Support Application, Realtek Audio Effect Component, Realtek Audio Universal Service, Realtek Hardware Support Application using Driver Easy.
    Solution 1:
    Uninstall all DTS related (DTS Sound Unbound & DTS: X Ultra) using RevoUninstaller
    https://www.revouninstaller.com/Delete all DTS registry and left over files using the RevoUninstallerRestart your PC / LaptopReinstall latest DTS driver from Acer site
    https://www.acer.com/ac/en/US/content/support-product/8376?b=1
    (Search your own model)
    XPERI DTS Utility (sound) - DTS Sound Unbound
    XPERI DTS Utility (DTS Console) - DTS: X Ultra

    If it still doesn't work, try these:
    Reinstall Realtek Audio driver using the old version (Which can be found at Acer Site as well)
    https://www.acer.com/ac/en/US/content/support-product/8376?b=1Redo Solution 1 above.

    Before I was able to use DTS:X Ultra again, I did an optional Update in the Windows Setting
    (Windows > Update & Security > View Optional Update > Check Insyde Firmware update > Update)
    If you check for Windows 10 Update, it might update the DTS and Realtek version, refrain from updating them to prevent from possible error.

    Per Member oziozi12
    It's all about outdated Dtsapo4service.exe and dtscnt64.dll. DTS:X uses these services in order to be working. You can see error reports in Windows Event Viewer.
    Download Revo Uninstaller Freeware Portable - Free and Full DownloadUninstall Realtek Audio driver and remove all leftover files and registries.Uninstall DTS:X Ultra and DTS Sound Unbound from Windows Apps tab. (Remove all leftovers too)Reboot and do a windows update. Allow Windows to detect and install Realtek driver itself. "DON'T" install the Realtek driver in Acer Support.Reboot.Download the Realtek Driver from Acer Support page and "DON'T INSTALL". Just extract the files to a folder.Go to "(Extracted Folder)\Win64\Thirdparty\20200210(This might be different)"You'll see folders named like "DTSXULTRA" and "DTS4APO", right click the ".inf" files inside of these folders and press "Install".Reboot after installing all ".inf" files.Download the "Latest" DTS drivers in Acer Support page and install them with using "Setup_APP.cmd" inside the drivers.
    AND THIS IS WHERE EVERYBODY GOT STUCK. DTS:X WILL NOT WORK AGAIN UNTIL YOU DO THE STEPS BELOW.
    After researching so much hours, I have found the most up-to-date "Dtsapo4service.exe " and it's ".dll"'s
    Head over to DTS other devices drivers download for Windows (32/64bit) (drvhub.net)Press "Download Driver" inside of "DTS APO4x" and "DTS APO4x Service"After downloading both drivers, right click the ".inf" files in both of the drivers and install.Reboot and thank me.

  • KJN9000000
    KJN9000000 Member Posts: 400 Seasoned Practitioner WiFi Icon
    Options

    These Possible Solutions are copied from an earlier thread on the Same Topic.

    DTS X Ultra Microsoft Download https://apps.microsoft.com/detail/9N0H1M8J1308?hl=en-us&gl=US
    Per Member GeeKnight: I found the solution for this problem.
    Problem:

    1. DTS:X Ultra shows "Please connect external speakers to use DTS audio controls"
    2. DTS:X Ultra shows "Please connect a Headphone to use DTS audio controls"
    3. DtsApo4Service service in services.msc is not running despite force start.

    Possible cause (NOT SOLUTION):
    Updated DTS APO4x Service Component, DTS Audio Effect Component, DTS Audio Hardware Support Application, Realtek Audio Effect Component, Realtek Audio Universal Service, Realtek Hardware Support Application using Driver Easy.

    Solution 1:

    1. Uninstall all DTS related (DTS Sound Unbound & DTS: X Ultra) using RevoUninstaller
      https://www.revouninstaller.com/
    2. Delete all DTS registry and left over files using the RevoUninstaller
    3. Restart your PC / Laptop
    4. Reinstall latest DTS driver from Acer site
      https://www.acer.com/ac/en/US/content/support-product/8376?b=1
      (Search your own model)
      XPERI DTS Utility (sound) - DTS Sound Unbound
      XPERI DTS Utility (DTS Console) - DTS: X Ultra

    If it still doesn't work, try these:

    1. Reinstall Realtek Audio driver using the old version (Which can be found at Acer Site as well)
      https://www.acer.com/ac/en/US/content/support-product/8376?b=1
    2. Redo Solution 1 above.

    Before I was able to use DTS:X Ultra again, I did an optional Update in the Windows Setting
    (Windows > Update & Security > View Optional Update > Check Insyde Firmware update > Update)

    If you check for Windows 10 Update, it might update the DTS and Realtek version, refrain from updating them to prevent from possible error.

    Per Member oziozi12
    It's all about outdated Dtsapo4service.exe and dtscnt64.dll. DTS:X uses these services in order to be working. You can see error reports in Windows Event Viewer.

    1. Download Revo Uninstaller Freeware Portable - Free and Full Download
    2. Uninstall Realtek Audio driver and remove all leftover files and registries.
    3. Uninstall DTS:X Ultra and DTS Sound Unbound from Windows Apps tab. (Remove all leftovers too)
    4. Reboot and do a windows update. Allow Windows to detect and install Realtek driver itself. "DON'T" install the Realtek driver in Acer Support.
    5. Reboot.
    6. Download the Realtek Driver from Acer Support page and "DON'T INSTALL". Just extract the files to a folder.
    7. Go to "(Extracted Folder)\Win64\Thirdparty\20200210(This might be different)"
    8. You'll see folders named like "DTSXULTRA" and "DTS4APO", right click the ".inf" files inside of these folders and press "Install".
    9. Reboot after installing all ".inf" files.
    10. Download the "Latest" DTS drivers in Acer Support page and install them with using "Setup_APP.cmd" inside the drivers.

    AND THIS IS WHERE EVERYBODY GOT STUCK. DTS:X WILL NOT WORK AGAIN UNTIL YOU DO THE STEPS BELOW.
    After researching so much hours, I have found the most up-to-date "Dtsapo4service.exe " and it's ".dll"'s

    1. Head over to DTS other devices drivers download for Windows (32/64bit) (drvhub.net)
    2. Press "Download Driver" inside of "DTS APO4x" and "DTS APO4x Service"
    3. After downloading both drivers, right click the ".inf" files in both of the drivers and install.
    4. Reboot and thank me.

  • NoelMP4
    NoelMP4 Member Posts: 31 Die Hard WiFi Icon
    edited February 17
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    or better yet, try installing this new Realtek audio driver I found from the Acer support site several days ago - version 6.0.9632.1 (though keep the existing Intel SST bus driver from the older Realtek audio 6.0.9514.1 driver package). run the setup.exe file from the Realtek audio driver package to install the audio drivers, software components and device extension drivers and reboot.

    after installing or updating to the 6.0.9632.1 driver release, then obtain this updated XPERI DTS Software Component driver (APO 1.14.0.0 and Extension 1.14.2.0 driver), also from the Acer web site. run either the Setup_Driver.cmd or DTS_install.bat script file to install the DTS driver.

  • Dave_Nitro
    Dave_Nitro Member Posts: 16 Troubleshooter
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    I have been looking for a new driver different that the 6.0.9309.1 (2022) because all drivers different than this one were causing me a clicking, popping, cracking sounds when I was using the jack 3.5 and when I was opening different tabs on the browsers or the file explorer every 30 o more seconds and even without using the laptop there was a clicking sound on the Nitro AN515-58-57VS.


    I Tried the one suggested here from Microsoft 6.0.9661.1 (2024) and It is working well until now. Thanks…..
    I noticed this driver includes configurations for acer inside the file. Something that the Universal Realtek driver doesn´t include.