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Acer Predator Helios 300 PH315-52-78VL headset being recognized as headphones and it won't switch

madiemmymadiemmy Member Posts: 9 New User
I'm about to rip my hair out. I'm so stressed out and upset over this. I've been at this for hours. I've scoured the forums, I've tried manually extract the files, place them in a folder, and run the setup from there - to no avail. I have an Acer Predator Helios 300 PH315-52-78VL and the Logitech G231 Prodigy headset. When I use this headset on my desktop, the Realtek window pops up and I'm able to configure and tell Windows that it's in fact a headset and to utilize both the mic and headphones at the same time. However, on my laptop, in control panel, there's no Realtek option to choose and when I go to plug in the headset via the 3.5mm jack, no Realtek window comes up. These headphones connect with a 3.5mm audiojack, and the Acer Predator Helios 300 only has one 3.5mm port which supports headphones, so a splitter would not be an option. Help, I'm so desperate and stressed at this point.

Best Answer

  • madiemmymadiemmy Member Posts: 9 New User
    Accepted Answer
    Hi guys, if you're reading this and had the same issue as me, contact Logitech support. This issue has nothing to do with drivers, the Logitech support person I was talking to read through all the ways I tried to troubleshoot this issue, and he said it was because the headset doesn't really work with a 3.5mm combo jack, so they're sending me a 3.5mm to USB adapter. Hope I helped someone.

FAQ & Answers

  • XdxDXdxD Member Posts: 1,209 Overclocked Contributor
    You don't have this?

    Trying to do my best here - Your happy Predator owner =)!
  • Joe9844Joe9844 Member Posts: 189 Mr. Fixit
    edited January 23
    Your laptop comes with Realtek Audio Console, not the old Realtek HD Audio Manager.


  • madiemmymadiemmy Member Posts: 9 New User
    XdxD said:
    You don't have this?

    Nope, I don't have it.
  • madiemmymadiemmy Member Posts: 9 New User
    Joe9844 said:
    Your laptop comes with Realtek Audio Console, not the old Realtek HD Audio Manager.


    The problem is that I'm not able to set the headset to being a headset when I plug it in. In the Realtek Audio Console, I go down to Device Advanced Settings, and I set the connector retasking to Headset, and nothing happens. My headset has a mic on it (obviously) that needs to appear in the Sound settings so I can adjust the volume of it. I need the mic and headphones to be picked up as two separate entities which, for some reason, isn't happening. On my desktop back at home, when I go to plug it in, Realtek pops up and I'm able to selector headset which automatically splits up the mic and headphones in Sound settings.
  • Joe9844Joe9844 Member Posts: 189 Mr. Fixit
    edited January 23
    A single computer cannot have the old HD Audio Manager and the new Audio Console installed at the same time, so it is a good thing that you don't have the old HD audio manager.

    You should go to Microsoft Update Catalog, search for realtek 1903 media, download the 6.0.8849.1 driver, unzip it and update using device manager. Then you should search for realtek 1903, download 11.0.6000.736 software component, unzip it and update ALL THREE software components (audio effects, universal service and hardware support application) in the device manager. Then run the Microsoft Store to download and upload 1.9.204.0 Realtek Audio Console.

    I don't have the helios laptop, does it come with other audio enhancement software like creative soundblaster? If so, check if there is an update for those extra software --- and see if they are interfering it.

    Finally, the last hope is --- have you seated the 3.5mm headset plug fully into the jack?
  • madiemmymadiemmy Member Posts: 9 New User
    Joe9844 said:
    A single computer cannot have the old HD Audio Manager and the new Audio Console installed at the same time, so it is a good thing that you don't have the old HD audio manager.

    You should go to Microsoft Update Catalog, search for realtek 1903 media, download the 6.0.8849.1 driver, unzip it and update using device manager. Then you should search for realtek 1903, download 11.0.6000.736 software component, unzip it and update ALL THREE software components (audio effects, universal service and hardware support application) in the device manager. Then run the Microsoft Store to download and upload 1.9.204.0 Realtek Audio Console.

    I don't have the helios laptop, does it come with other audio enhancement software like creative soundblaster? If so, check if there is an update for those extra software --- and see if they are interfering it.

    Finally, the last hope is --- have you seated the 3.5mm headset plug fully into the jack?
    Hello,
    For the first part, so in order to update the Realtek driver, I simply unzip the 6.0.8849 driver files and put them into a folder, then click update on Realtek in the device manager and browse the location to said unzipped folders? I've done that part just now, and it states that I already have the best drivers installed.

    For the second part, where you say to download the software component and update all three software components, I'm a little unclear about. So which driver here would I be updating?

    And yes, the mic is certainly unmuted and I've seated the 3.5mm headset plug fully in the jack.

    I want to add a little something here if this can make diagnosing this problem easier (though this did not fix the issue at all, I feel as though it brought me a step closer to doing so). I was messing around with my Sound, video, and game controllers drivers in device manager. I uninstalled every single one, deleted the device software, and then restarted my PC. When I did this, it actually showed up that I was using headphones this time instead of showing I was using speakers (despite sound only coming out from my headphones before uninstalling the drivers). However, in Sound settings, it's still not picking up my headset mic.
  • Joe9844Joe9844 Member Posts: 189 Mr. Fixit
    What driver version and hardware version do you have?




     Software Components

  • Joe9844Joe9844 Member Posts: 189 Mr. Fixit
    You have to find the drivers for the TWO "High Definition Audio Device".

    Yellow flag means you have no driver. The other device means you don't have a manufacturer's driver and Microsoft put in a generic driver. Both means you don't have the necessary drivers.
  • madiemmymadiemmy Member Posts: 9 New User
    Joe9844 said:
    What driver version and hardware version do you have?




     Software Components

    It's reading my headset as "Speakers" again.
  • madiemmymadiemmy Member Posts: 9 New User
    Joe9844 said:
    You have to find the drivers for the TWO "High Definition Audio Device".

    Yellow flag means you have no driver. The other device means you don't have a manufacturer's driver and Microsoft put in a generic driver. Both means you don't have the necessary drivers.
    It's because I uninstalled my NVIDIA audio drivers while doing my testing. It still wasn't working even when I had the NVIDIA audio drivers.
  • madiemmymadiemmy Member Posts: 9 New User
    Joe9844 said:
    You have to find the drivers for the TWO "High Definition Audio Device".

    Yellow flag means you have no driver. The other device means you don't have a manufacturer's driver and Microsoft put in a generic driver. Both means you don't have the necessary drivers.
    I even just uninstalled both of those drivers just to see what would happen - absolutely nothing. Those two generic drivers were just there for my HDMI hooked up to my laptop. Look at my previous pictures under the "Playback" tab. The only thing that changed is the "Digital Audio (HDMI)".
  • Joe9844Joe9844 Member Posts: 189 Mr. Fixit
    edited January 24
    If you have a real nvidia audio driver installed, shouldn't it say "nvidia high definition audio"?



    And your microphones are disabled?
  • madiemmymadiemmy Member Posts: 9 New User
    Joe9844 said:
    If you have a real nvidia audio driver installed, shouldn't it say "nvidia high definition audio"?



    And your microphones are disabled?
    I’ve already said, while doing my testing, I uninstalled every single driver I had. The NVIDIA drivers didn’t come back when I hit “Scan for hardware changes”. The mic still wasn’t showing up even when I had them. It’s irrelevant. The mic wasn’t working when I had them and it’s not working even when I don’t have them. 

    And to the “mic is muted” response, yeah. That’s my webcam on the top. I don’t want my webcam mic constantly enabled. “Stereo mix” just echos the sound on the PC, that’s not a mic. I have no reason to have stereo mix on. 
  • Joe9844Joe9844 Member Posts: 189 Mr. Fixit
    You are making it impossible for other people to help you then because you are making your computer over complicated with generic driver this and disable that.

    Just nuke your laptop and reinstall windows 10.
  • madiemmymadiemmy Member Posts: 9 New User
    Accepted Answer
    Hi guys, if you're reading this and had the same issue as me, contact Logitech support. This issue has nothing to do with drivers, the Logitech support person I was talking to read through all the ways I tried to troubleshoot this issue, and he said it was because the headset doesn't really work with a 3.5mm combo jack, so they're sending me a 3.5mm to USB adapter. Hope I helped someone.
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