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Speaker issue

Posted on 2014-02-24
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Last Modified: 2014-02-27
A client's speakers suddenly stopped working...it says, "Realtek High Definition Audio Not plugged in"  He has tried plugging in 2 sets of speakers.  I am trying to work remotely with him.
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Question by:MagsMcKinley14
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mebaby333 earned 325 total points
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Is he plugging it into to correct port?
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by:MagsMcKinley14
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Yes...I told him the lime green one.  I am re-installing the driver now...just in case this works...it hasn't for many but can't hurt.
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by:mebaby333
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on some boards there are 2 that look similar in color... did you ask him to try the front headphone port?
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by:MagsMcKinley14
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No I will after the update finishes...it is taking really long.  He told me he did nothing different with his speakers, they just simply stopped playing.
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by:☠ MASQ ☠
☠ MASQ ☠ earned 50 total points
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If they've got automatic updates enabled might be worth looking at a system restore to a day or two before this happened (assuming of course the speakers still work fine with a different audio source).
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by:MagsMcKinley14
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Okay...I think I will try that...this driver download is taking for ever...grabbed the original driver from HP.
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by:MagsMcKinley14
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I need to go to his home...the system restore was successful but he was still getting the message, "not plugged in".  The System Restore took the computer to a place where I could no longer long on (different versions of my software) and he was having trouble updating Java.  I was unable to walk him through the steps to reconnect.  Meeting up with him on Wednesday.

Other solutions I found online were to set the bios to default...what are your thoughts?
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by:mebaby333
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I think it is hard to troubleshoot speakers from a distance... i did have a gentleman one time with the same complaint and I simply unplugged them from the jack and plugged them back in... when the settings came up I just verified them and made a change and they began working... does he get kick back noise when he plugs in the cable to the jack? Did he check all the cables and ensure the power button was pressed on the new speakers? It is possible that his jack went bad but unlikely... when you reloaded the driver did you do an uninstall and let it discover the new hardware and then install the drivers? Seems simple but generally sound issues are simple... you can check the bios but that would only change if he maybe added a sound card...i doubt he was in the bios ... he doesn't have headphones plugged in does he?
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by:mebaby333
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To let it discover the hardware will at least tell you the hardware is functioning...
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by:nobus
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i would start from device manager -to be sure it is installed with out error
you can use my checklist:
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:MagsMcKinley14
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Thanks everyone for the suggestions.  I will take this list with me.

Hey nobus...should I just use the Knoppix cd in the beginning to rule out a bad sound device?  The link you so nicely attached did not work...found it anyway.

I'll keep you all posted.
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by:nobus
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for the link, it changes everytime a new version comes out; i try to keep it updated, so thanks for telling me!
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by:MagsMcKinley14
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After meeting up with my client it was simple.  Even after, what I thought was very clear instructions, he did not have the speakers plugged into the correct port.  Plugged them in and voila...sound!!  The speakers were also turned off.  I will award points tomorrow.

Thanks,
Mags
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by:☠ MASQ ☠
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Thanks for the update. Do you have any Super Glue :)
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by:nobus
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it must not always be difficult...
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by:mebaby333
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Glad we could help...
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by:MagsMcKinley14
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Thanks guys...even thought it was user error...great job on suggestions!!
Mags
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