G3-605 sound not working Windows 10

petercunningham
petercunningham Member Posts: 9 New User

Hi - I cant seem to get my Predator Desktop sound to work since I upgraded from windows 8.1 to 10.

The icon on the bottom right have a right circle and white x and says headphones or speakers arent connected, howwever they are. I have tried installing the Realtek Drivers and the Creative Lab drivers from the support page - but the device doesnt show up on the device manager, the only sound device showing is Nvidia.

 

Any help would be greatly appreciated,

Thanks,

Peter C

Best Answer

  • IronFly
    IronFly ACE Posts: 18,413 Trailblazer
    Answer ✓
    Some Asus card has some plugs for external jacks, you can have a look if they are compatible with the PC cables.
    I'm not an Acer employee.

Answers

  • IronFly
    IronFly ACE Posts: 18,413 Trailblazer

    2 things to check:

     

    1)

    windows logo key + x

    device manager

    click on View tab and tick View hidden devices

    click on Sound, video and game controller

     

    how many entries do you see?

     

    2)

    rigth click on speaker icon near clock and date

    click on Playback devices

     

    right click on the new windows and choose to show disconnected and disabled devices

    how many entries do you see?

    I'm not an Acer employee.
  • petercunningham
    petercunningham Member Posts: 9 New User

    thanks for your help IronFlu

    to anseer your questions:

     

    1. 7 devices in sound, video game controllers - they are - 

    Microsoft Streaming Clock Proxy

    Microsoft Streaming Quality Manager Proxy

    Microsoft Streaming Service Proxy

    Microsoft Streaming Tee/Sink-to-sink convertor

    Microsoft Streaming Tee/Sink-to-sink convertor

    Microsoft Trusted Audio Drivers

    Nvidia High Definition Audio

     

     

    2. no option to show disconnected and hidden devices - 

    but i see 4 Nvidia Outputs (port 0 to port 3)

    they are all saying Not Plugged In.

     

    When I try the headphone jack or the rear speaker jack - nothing the speaker icon still shows red circle with x

     

    - Any other suggestions please?

     

    Do I install the realtek driver and the creative labs driver in a certain order? I have tried numerous ways.

    I just got this pc so maybe the sound never worked as it's a refurb,

    The Bios settings do show 'integrated Sound' ENABLED however.

     

    thanks, Any other advice would be greatly appreciated.

    Peter

     

  • petercunningham
    petercunningham Member Posts: 9 New User

    i just tried connecting a tv via hdmi on the GTX 980 and the sound is working through that but I cant use this tv for my pc - just using a VGA monitor and speakers.
    Therefore it seems like the integrated sound card isnt working or configured - what do you think?

  • IronFly
    IronFly ACE Posts: 18,413 Trailblazer

    the option to show dsabled and disconnected device must be available.

     

    have you right clicked on the playback device window?

     

    you can right click one of the nVidia device listed.

     

    Hidden device

     

    is any yellow exclamation mark visible on Device manager with Hidden devices ticked.?

     

    honestly i'm not sure your PC never had a Creative sound card but there are so many variants in the market...

     

    just to double check it, how many jack plugs are visible on the back of your PC case?

    I'm not an Acer employee.
  • petercunningham
    petercunningham Member Posts: 9 New User

    HI 

    thanks again, I tried this - there are no other devices and no yellow warning signs on the device manager.

    I also tried turning off the integrated sound setting in the bios - rebooting, and turning on the setting again in the bios.

    No luck.

    Thanks for your help, but I am stumped. There are only 3 jack visible on the back(which are from the motherboard), however when I got the PC yesterday it had Creative Labs Cinema installed, and that was one of the drivers on the Acer site. 

     

    soundcard.jpg

  • IronFly
    IronFly ACE Posts: 18,413 Trailblazer

    ok, so only Relatek audio drivers is needed, the Creative thing is just an audio enchantment software.

     

    can you please check which BIOS version is installed?

     

    windows logo key + R

    msinfo32

     

    report BIOS DATE/version string

     

    i would suggest you to uninstall both Realtek and Creative software from Program and features menu, so we can try to start from scratch.

    I'm not an Acer employee.
  • IronFly
    IronFly ACE Posts: 18,413 Trailblazer

    Can you please try to install Intel chipset drivers too?

    http://global-download.acer.com/GDFiles/Driver/Chipset/Chipset_Intel_10.1.1.8_W10x64_A.zip?acerid=635829810137167834&Step1=DESKTOP&Step2=PREDATOR&Step3=PREDATOR%20G3-605&OS=ALL&LC=en&BC=ACER&SC=PA_6

     

    maybe your system has newer version too, just trying to narrow the culprit.

    I'm not an Acer employee.
  • petercunningham
    petercunningham Member Posts: 9 New User

    I removed the realtek and soundblaster drivers / software

     

    my bios is P11-C1

     

    I installed the chipset drivers - rebooted

    and then installed the realtek drivers again - 

    still no luck - 

    if I click into the speaker it still says detecting problems and troubleshooting couldnt find the problem

     

    I just bought an asus pci express sound card- maybe i will try that - if you cant think of anything else?

     

    Thanks for your continued advice it is very much appreciated

    Peter

     

  • IronFly
    IronFly ACE Posts: 18,413 Trailblazer

    your BIOS is the latest.

     

    i can only think about a windows 10 clean install, just to be sure it's not some software issue or trying an Ubuntu Live USB, to check if another OS is able to see the Realtek.

     

    if you install the Asus sound card, please disable the integrated Realtek one.

    I'm not an Acer employee.
  • petercunningham
    petercunningham Member Posts: 9 New User

     

     

    I did a clean install first thing this morning using a wiped drive.

    I will try the asus card and disable the integrated,

     

    Thanks again,

    Peter

     

     

     

  • petercunningham
    petercunningham Member Posts: 9 New User

     

     

    ok so i installed the asus sound card and drivers and that works, just a shame that the audio jacks on the front of the case wont work as they arent linked to the card - but at least I have sound now!

     

    Thanks for your help

    Regards

    Peter

     

  • IronFly
    IronFly ACE Posts: 18,413 Trailblazer
    Answer ✓
    Some Asus card has some plugs for external jacks, you can have a look if they are compatible with the PC cables.
    I'm not an Acer employee.
  • petercunningham
    petercunningham Member Posts: 9 New User

     

     

    I would like to re-open this case please- as a follow up to this - the new sound card I got only works for about 10min and then no sound comes from the output on the back of the card - even though the icon in the tray doesnt show any error and the sound meter still works. I dont even have to have any games or apps running  the sound just stops after a few min for no reason - Could this be something to do with my original sound issue?

    The new sound card is a branded Asus card.

    Please help

    Thanks

    Peter

     

  • IronFly
    IronFly ACE Posts: 18,413 Trailblazer
    In playback devices is set as default?
    Windows volume is up?
    No mute?
    On BIOS the integrated sound card is disabled?
    Audio cables are ok?
    I'm not an Acer employee.
  • IronFly
    IronFly ACE Posts: 18,413 Trailblazer
    As last resort, uninstall Asus drivers, reboot and re-install drivers.
    I'm not an Acer employee.
  • petercunningham
    petercunningham Member Posts: 9 New User
    To answer your questions -
    Default sound card Is set to asus card
    Windows volume is up and I can change it and the sound meter will show that there's a ding sound
    No mute - the sound works for about 10min and just stops working for no reason
    Bios integrated sound card is Disabled
    I'm having the issue with headphones and speakers - have tried different cables

    I also already uninstalled the asus driver and reinstalled the latest win 10 driver for it - I have a query out to asus too, however I think it could be all related to the original problem I am having - I could try the card in another pc to be sure but I don't think it's the card as I have been having issues with the integrated sound card since I bought the pc a couple of weeks ago

    Any more advice please ?

  • IronFly
    IronFly ACE Posts: 18,413 Trailblazer
    Have you tried to switch default audio device?

    Set hdmi as default, reboot and set back the asus speakers as default.

    I don't have other ideas to be honest, since 2 different hardware peripherals are having the same issue.
    I'm not an Acer employee.