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Bose Speakers - 'Failed to play Test Tone'

Posted on 2013-12-10
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Last Modified: 2013-12-24
I have Companion 5 multimedia speaker system and they plug into my computer using USB 2.0. For some reason they've stopped working. I suspect it was a Windows 7 update that made it stopped working, but I've since upgraded to Windows 8.1 and I can't roll back the updates to know for sure.

I use the on board sound my ASUS P8P67-M Pro motherboard. I can see the "2-Bose USB Audio" in my device manager and it' set as my default device.  I've uninstalled and reinstalled the latest audio drivers for my board, but I get nothing.

Any suggestions on anything else I can check would be appreciated. The last resort would be to reinstall the OS to see if that fixes it or be lazy and just my old set of speakers and plug it directly into the audio jack.
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Question by:DxtrLws
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by:nobus
nobus earned 500 total points
ID: 39710691
can you test the speakers on another pc or laptop, to be sure they're ok?
See if  my sound procedure checklist helps :
-check if the device is enabled in the bios
-in device manager, check if the card is installed without errors
-look if there are driver updates available, and install them
-if needed, install / uninstall the  UAA HD Audio Bus driver    http://support.microsoft.com/kb/888111
-start>run>services.msc  and check if the Windows Audio service started and set to automatic?
        then, from Device Manager>view   click "show hidden devices" , now  right click your sound devices, and select Uninstall.
        Reboot, and cancel the wizard to reinstall
        Install your latest drivers, and reboot to complete the install......
-in the audio and sound applet>audio tab check if the sound card is selected
-in the volume section, check if the sound is turned up enough, and NOT muted
-in the audio and sound applet>sounds tab select the start windows sound, and check if you can play it
-check if the speakers are connected to the proper sound output (green)
-test the speakers on another PC

of course, if the sound device is bad - it won't work, but you can test that by running from the live Knoppix cd - you should hear the welcome sound : ftp://ftp.kernel.org/pub/dist/knoppix/KNOPPIX_V6.4.4CD-2011-01-30-EN.iso
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by:DxtrLws
ID: 39720663
Thanks for posting. I went through and followed your suggestions. The speakers do work when I plug them into my Windows 7 laptop. Unfortunately, none of your suggestion worked for me. I've uninstalled and re-installed all of my audio drivers. I uninstalled and re-installed the driver when I plug in the Bose USB speakers. I'm trying to get my hands on another set of USB speakers to see if I can get them to work.

I did completely re-install Windows 8.1 and that still didn't fix it. Any other suggestions would be appreciated.
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by:nobus
ID: 39720909
>>  I did completely re-install Windows 8.1  <<  and you installed all the drivers also?
no errors in device manager, and the sound card shows installed?
(you can post a screenshot if you want)
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by:DxtrLws
ID: 39725746
Yeah, I didn't see any errors in the device manager. I've attached a couple of screen shots.
sound.PNG
sound2.PNG
sound3.PNG
sound4.PNG
sound5.PNG
sound6.PNG
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by:nobus
nobus earned 500 total points
ID: 39725942
in the sound jpg - select the sounds tab, and check if the bose speaker is selected
then select the sounds tab, an d scroll down to select shut down Windows, and play that sound - do you hear it?
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by:DxtrLws
ID: 39728078
Unfortunately, I don't.
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by:nobus
ID: 39728559
Dexter, please give me some info to work on; all i know now is that you did not hear the sound.
Was the proper speaker selected? and the volume turned on ?
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by:DxtrLws
ID: 39729238
Sorry about that. Yes, I made sure the USB speakers was selected to before I played the windows shutdown test tone and the volume was turned up and nothing happened. I then went ahead and decided to uninstall the Bose USB driver from device manager, unplug the Bose USB cable from the computer, unplugged the power from the Bose speakers, and then restarted the computer.

Once the computer started up again, I plugged in the power for the speakers and then plugged in the USB in the port on the back of my PC. I then tried the shutdown test tone again, but no sound came out. Alternatively, I tried some other programs as well with no luck.

But the one thing I did notice, when I set the Bose speakers as the default, the open applications showed up next to it when I opened the "Volume Mixer".

I'm at work, so the screenshot is a picture of "volume mixer at work, but at home under "Device" it shows BOSE USB and the open applications like Chrome next to it. It wouldn't do that before, so I'm counting that as progress.
Volume-Mixer.JPG
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by:nobus
ID: 39729410
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by:DxtrLws
ID: 39729531
The Bose wasn't disabled in the mixer. I did update my Realtek audio driver for my motherboard that's compatible with Windows 8.1 from Asus. I do have multiple USB devices plugged into my computer as well. I'm going to unplug them all except for my speakers, mouse and keyboard to see if that helps.
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by:nobus
ID: 39729772
is this a fresh windows 8 install + 8.1 update?
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by:DxtrLws
ID: 39729836
This is a fresh install from a windows 8.1 media disc that I got from Microsoft. I originally went from windows 7 + windows 8 upgrade + 8.1 update.

From there I used the option to "Remove Everything and reinstall Windows" using the Windows 8.1 CD.
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DxtrLws earned 0 total points
ID: 39730730
So I found out what was causing the problem. I have a Xbox 360 wireless gaming receiver plugged into one of my USB ports so I can use my Xbox 360 with my computer and play games. I unplugged the device and the sound started working again once I restarted it. This in combination of all the things you've helped me checked solved my issue. Thanks for all your help nobus!
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by:nobus
ID: 39731192
tx for the feedback
of course- if you don't tell me that, i have no way of knowing
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Author Closing Comment

by:DxtrLws
ID: 39737662
A USB device was causing a conflict even though it didn't show in the Device Manager. Ultimately, unplugging the problematic USB device was the best course of action to solving my problem.
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by:nobus
ID: 39737797
glad it's working, and a blissful Christmas to you!
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