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Sonv Vaio - there is no sound (apps return error), with the only workaround being to disable and enable the device?

Posted on 2014-07-31
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Last Modified: 2016-02-24
I have a customer with a new (ish) Sony SVF1521Q1EB.

For the most part, the sound does not work, with applications reporting an error or simply not playing (rather than just 'no sound' coming out of the speakers).

The only workaround is for the customer to disable and enable the sound card from device manager (I have to do it for them).

Other than when attempting to play sound, the laptop reports no issues with devices or drivers - I have downloaded and updated the sound card driver for seemingly the latest (march 2014), but this has not helped?

Any help would be appreciated?

I have limited access to the laptop, so a collection of possible solutions would be preferable before I am next able to get to the laptop.

Thanks again...
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Question by:hcittech
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Expert Comment

by:Korbus
ID: 40231624
Does sony have a diagnostic CD or boot partition?  I would test with this to eliminate hardware issues first, as it's quick and simple.
Correct drivers + popup errors leads me to think hardware issues.

On the other hand, you mentioned disabling and enabling the card in device manager, does this actually get sound to play properly?  (if so, that would point AWAY from hardware as the issue.)
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by:nobus
ID: 40233551
look if it has warranty left - and have it repaired under warranty!
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Author Comment

by:hcittech
ID: 40238665
Thank you both,

I think I need to contact Sony as to whether they have diagnostic tool (nothing came with it) or whether it is a problem they are aware of (yes, it is under warranty).

I just wanted to avoid contacting Sony where possible, as they'll (manufacturers) often make the end user jump through pointless hoops, typically resulting in a wipe and reload, only to find it was something silly...

I'll see what Sony say.

Thanks
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by:Korbus
ID: 40238919
>>I just wanted to avoid contacting Sony where possible

Agreed!  Their support is so poor (at lest the times I've had to call them for clients), that now I recommend AGAINST  Sony computers, when asked.  

Tech support tip:  don't be afraid to ask for someone else if the person is clueless, or not REALLY listening to you.  This alone has saved me hours!
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by:nobus
ID: 40239094
don't contact Sony -  but the seller !
you should have warranty
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by:Korbus
ID: 40239132
Contact the seller?  Unless the computer is new (still within return period), and you want it replaced,  sellers have always referred me to the manufacturer, as they are the ones who provide the warranty.

Does this work for you under other circumstances, nobus? Who do you buy from?
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by:nobus
ID: 40239164
here it is the seller who is responsible to the buyer for the warranty.
What he does  with the manufacturer is another story
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by:Korbus
ID: 40239278
Sorry to get sidetracked on your Question hcitech, but this is really interesting!

Where is "here" nobus, Europe? (I'm in the USA.)
So how does the seller know if the problem is actually covered by the warranty, as opposed to some software issue, or something like that?  Do all computer re-sellers therefore NEED to have a tech-support department?
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by:nobus
ID: 40239302
i won't start that discussion here; but believe me; he has to judge the state of the PC,, fault, and warranty  -and do the rest for 2 years - in Europe
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by:Merete
ID: 40240566
(apps return error), which apps is this hcittech
lets start with fixing the apps problem as I have no idea..no eyes on..like you I also need these details to accurately provide feedback.
What's if for? Video playback some form of capturing live or playing a live stream.
How is it relate to outgoing sound through the speakers?
Trying to put together a picture here what action is being performed.
With some video when and if the video is coded with ac3 it wont play unless the right codecs are installed. But this problem is an apps that is failing is the cause and stops functioning?
Laptops when doing a lot of video work can get hot as well.
Please provide more details.
Regards Merete
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Accepted Solution

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hcittech earned 0 total points
ID: 40765007
Late update...

The problem has cured itself, so I have been unable to test any further resolutions?

Thank you everyone
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Expert Comment

by:Merete
ID: 40765973
It was probably just over heating a bit letting it cool down rectified it?
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Author Closing Comment

by:hcittech
ID: 41478469
No solution - it just resolved itself?
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