My A315-22-956Q Audio speakers breaking up during calls with GoToMeeting

pnanni
pnanni Member Posts: 7 New User
edited October 2023 in 2020 Archives
Model A315-22-956Q - SN# NXHE8ET003XXXXX -SNID XXXX
My laptop speakers during my calls with GoToMeeting, after few seconds start to breaking up.
I study in smart working and I am the only one affected from this issue.
All the times I start a conference call with my professors after few seconds of working regularly, audio goes to breaking up preventing myself to follow the lesson in remote.
I shipped once the laptop to Acer assistance, but they returned disposing pc as fine, regardless I could demonstrate directly to the shop personnel, connecting to the GoToMeeting app, the issue as still unresolved.

Please advise what can I do to resolve definitely the issue.
thank you, Regards

Edited the content to hide sensitive and personal information

Best Answer

  • JackE
    JackE ACE Posts: 45,186 Trailblazer
    Answer ✓
    >>>I was supported on line sharing screen and audio during the test,>>>

    So are you saying the online GoTo test failed and breaks up the same way after a few seconds? Jack E/NJ

    Jack E/NJ

Answers

  • JackE
    JackE ACE Posts: 45,186 Trailblazer
    Have you run a GoTo test session at this link to try to identify problem with your setup? Jack E/NJ


    Jack E/NJ

  • pnanni
    pnanni Member Posts: 7 New User
    Hi JackE, thanks for your post.
    Yes I got supported by Go to meeting test.
    I was supported on line sharing screen and audio during the test, unfortunately without reach any issue resolution progress. 

  • JackE
    JackE ACE Posts: 45,186 Trailblazer
    Answer ✓
    >>>I was supported on line sharing screen and audio during the test,>>>

    So are you saying the online GoTo test failed and breaks up the same way after a few seconds? Jack E/NJ

    Jack E/NJ

  • pnanni
    pnanni Member Posts: 7 New User
    Hi JackE, That's right you understood correctly.

    I would expect same setting to be changed/updated ...I struggly to belive this is an unique issue for my pc.
    any further toughts to resolve?
  • JackE
    JackE ACE Posts: 45,186 Trailblazer
    Please download, unzip and install these two new  audio drivers. Then run the GoTo test again. Jack E/NJ





    Jack E/NJ

  • pnanni
    pnanni Member Posts: 7 New User
    Hi Jack/ENJ,
    thanks.
    I downloaded the two files.
    I could install without errors the "Audio_Realtek_6.0.8688.1_W10x64"
    I downloaded also the files contained in the zip File named "Audio Console_Realtek_1.3.177.0_W10x64".
    Clicked the file "9ab6904d4d75467c871f1c7949089de9.appxbundle" that started the audio console app.

    unsuccesfully result. The issue was not resolved.
    please advise more.
  • JackE
    JackE ACE Posts: 45,186 Trailblazer
    >>>unsuccesfully result>>>

    Open Device Manager and make sure there are no red or yellow warnings. Then right click on the speaker icon in the right bottom tray. Click open sound settings. Click output device properties. Click additional device properties. Click enhancements tab and make sure NO enhancements are checked. Click advanced tab. Change to CD quality. Make sure exclusive app control and app priority are checked. Click spatial sound tab. Make sure it's off. Retry the GoTo test. Jack E/NJ

    Jack E/NJ

  • pnanni
    pnanni Member Posts: 7 New User
    Jack,
    thanks a lot!
    I will check and let you know ASAP 
  • pnanni
    pnanni Member Posts: 7 New User
    Hi Jack,
    thanks.
    I follow you check list, but I struggle to get results.
    Additionally I passed the steps below but coldn not progress bullet 6 because cannot find the enhancement tab.
    My window is in italian and that's may be the why cannot find the enhancement tab. 
    1. Open Device Manager and make sure there are no red or yellow warnings. .......checked ok
    2. Then right click on the speaker icon in the right bottom tray........checked ok
    3. Click open sound settings........checked ok
    4. Click output device properties........checked ok
    5. Click additional device properties........checked ok
    6. Click enhancements tab and make sure NO enhancements are checked...............fail.....cannot find the enhancement tab
    7. Click advanced tab.........checked ok
    8. Change to CD quality...............fail.....cannot find such option
    9. Make sure exclusive app control and app priority are checked................fail.....unable to find
    10. Click spatial sound tab. Make sure it's off..........checked ok 
    11. Retry the GoTo test. .......done and no positive results

  • JackE
    JackE ACE Posts: 45,186 Trailblazer
    Download, install and run iobit's DriverBooster freeware to see if it can pick up better audio drivers on line. Jack E/NJ

    Jack E/NJ

  • pnanni
    pnanni Member Posts: 7 New User
    Hi Jack,
    thank you very much for the follow up.
    I installed Driver Booster, but despite it all updatable drivers update it did not resolve the issue.
    Our frustration is that we got rejected our warranty claim for the laptop because Acer service diagnosed the computer in order.
    Any further advise? 
    thanks, regards
    Paolo
  • JackE
    JackE ACE Posts: 45,186 Trailblazer
    Click on this link and use the CHATLINE to describe your issue. Tell them the ACER service center could find no issues with the audio hardware or its drivers.  Also tell them DriverBooster was used to scan for updated drivers that failed to fix the problem. Jack E/NJ


    Jack E/NJ

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