Sound stops after sleep mode C24 963

Greymullet
Greymullet Member Posts: 5

Tinkerer
edited August 2021 in All-In-One PCs
Hi folks,

I have a C24 963 all in one desktop, new a few months ago. It is currently fully updated in W10 (KB5005033) .

It has a  fault that manifests like this:

I switch on the computer and everything works fine, includeing the sound from either the inbuilt speakers or routed to a bluetooth device.

If I leave the computer and it goes into sleep mode and come back to it after say half an hour, the sound has stopped working. This is repeatable.

Going into settings/system/ sound, 'Master Volume' indicates that the computer thinks sound is being transmitted by showing a moving black line. There is no indication that the sound is switched off but nothing comes out of the speakers.

A restart has so far always solved the problem, but can be very inconvenient when linking to a video call, only to find the sound is not working.

To test this, I today put the computer into sleep mode from the power menu for half a minute. The sound was there before but now it has stopped.

Any ideas?

Thread was edited to add model name to the title


Answers

  • billsey
    billsey ACE Posts: 34,234 Trailblazer
    If you connect external speakers or a headset when in error mode, does it recover?
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • Greymullet
    Greymullet Member Posts: 5

    Tinkerer
    Thanks billsey, that's a possibility I had not tried. In fact I had not tested the sound jack socket at all, since new. I found my earbuds and gave it a try.....

    So first I tried with the speakers working, plugged in the earbuds and it switches sound to them (after the computer asks me if it is headphones). I unplug and it reverts to speakers.

    I put the computer to sleep, wake it up and.. the sound works fine! (so its not reliably repeatable!). Try again...

    To sleep, wake up, and no sound from the speakers. Plug in the headphones and YES there is sound. Unplug and nothing from the speakers. This is repeatable. Try it once more...

    To sleep, wake up. Same again, speakers silent, earbuds have sound when plugged in, silence when unplugged.*

    Related to this...? YES!.... I use a DAB radio as a bluetoth speaker but the link was less than 100% reliable so yesterday I 'removed' and re 'paired' this device and the link now seems OK. So I switched it on after * above and there was sound via blutooth. Switch off the bluetooth device, the inbuilt speakers do not have sound but the earbuds have sound when plugged in.

    So, the short answer to your Q is, no it does not recover. But I hope the above testing tells you something useful!
  • billsey
    billsey ACE Posts: 34,234 Trailblazer
    Any info is helpful, even if only to remove a possibility from the list. :) In failure mode the audio still works to external speakers, either hardwired to an audio jack or soft through Bluetooth, That narrows us down to the built in speakers, either hardware or software. Since the built in speakers do work and only fail after the sleep I can't imagine how it could be hardware. So ... software access to the built in speakers. That could be the speaker drivers, a driver that uses the speaker drivers or an app that takes over those drivers but doesn't play well with others. Let's try booting in safe mode then testing. If the issue happens in safe mode then it's more likely the base drivers, if it works in safe mode it's more likely an app.
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • Greymullet
    Greymullet Member Posts: 5

    Tinkerer
    Well billsey, odd things happen...

    I had to look up how to get it to boot up into Safe mode. No problem but when I got there, none of the programs available that were sound related, media player etc. wanted to work. Wifi was dissabled so no Youtube. Eventually found settings/sound/output/manage sound devices/TEST. Speakers work, before and after sleep. Several tries at sleeping and testing, all working under safe mode.

    Revert to normal default mode, use the same Test, also Youtube, all fine. Put it to sleep, wake up...no fault. Again, several times, no fault.

    So thanks, it's fixed. Not what you or I expected. Will it stay fixed? If not, the first thing I'll try is launching it into Safe mode. If that doesnt work, I'll be back!

    Cheers
  • Greymullet
    Greymullet Member Posts: 5

    Tinkerer
    Oh, I didnt wait long enough!

    The problem is back! Same symptoms.

    What next?
  • billsey
    billsey ACE Posts: 34,234 Trailblazer
    Heheh, darn it, it's always so much simpler when it fixes itself, albeit more frustrating since we don't have an actual cause. I think we still need to be looking at apps. Maybe something that isn't loaded by default, but stay alive once it is loaded?
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • Greymullet
    Greymullet Member Posts: 5

    Tinkerer
    Hi billsey, thanks for hanging in there. I've been distracted these last few days. At least I can plug in earbuds or engage Bluetooth now, when the speakers go quiet.

    So .....what do you sugest I try next, to try and pinpoint the errant App?


  • billsey
    billsey ACE Posts: 34,234 Trailblazer
    I'd start by testing in safe mode, then use System Configuration to gradually enable each app one by one until it reappears. That's a bit of a pain and you can speed it up a bit by doing the apps in groups of 1/2 the total, but it should eventually get you down to one (unless it's two or more interacting that causes the issue!).
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • motherhen
    motherhen Member Posts: 2 New User
    Greymullet said:
    Hi folks,

    I have a C24 963 all in one desktop, new a few months ago. It is currently fully updated in W10 (KB5005033) .

    It has a  fault that manifests like this:

    I switch on the computer and everything works fine, includeing the sound from either the inbuilt speakers or routed to a bluetooth device.

    If I leave the computer and it goes into sleep mode and come back to it after say half an hour, the sound has stopped working. This is repeatable.

    Going into settings/system/ sound, 'Master Volume' indicates that the computer thinks sound is being transmitted by showing a moving black line. There is no indication that the sound is switched off but nothing comes out of the speakers.

    A restart has so far always solved the problem, but can be very inconvenient when linking to a video call, only to find the sound is not working.

    To test this, I today put the computer into sleep mode from the power menu for half a minute. The sound was there before but now it has stopped.

    Any ideas?

    Thread was edited to add model name to the title


    Thank god i am not the only one with this exact problem its driving me mad 
  • motherhen
    motherhen Member Posts: 2 New User
    New to this ok my machine is a ASPIRE C 22-963 and I have been having the same problems as Greymullet  the machine is not 12 months old yet and its driving me mad 
  • billsey
    billsey ACE Posts: 34,234 Trailblazer
    Try going through the same tests with your machine.
    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.

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