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How can I restore access to Audio Format?

Anonymous
2024-06-04T04:33:37+00:00

I am using an Acer Nitro 5 laptop (2020 model) and after restarting my laptop earlier today I have been unable to produce sound out of any sound output device internal or external.

At this point I have tried literally anything you can think of besides a factory reset, and there is information on this device I cannot lose so I cannot reset it. The problem is as follows:

Upon opening settings to access a sound device I cannot access an audio format to change the bit rate. So I opened the device from device manager and sound settings inside control panel, and am met with the error "failed to play test tone" (Control Panel > Sound > device properties (astro a10) > advanced > test > error). At this point I have uninstalled and re-installed all audio drivers and changed the driver used by the headphones a multitude of times, restarting the laptop after each test.

I have run the sfs/scannow to repair corrupted services and spent at least an hour manually checking any service related to audio. I followed the auto assistant's guide for "troubleshoot sound problems", I even installed the cumulative update preview to see if it would change anything. Needless to say it did not. However since I have installed the update preview, after every restart there are a few audible crackles coming from the headphones, then silence as though there is no power being delivered to them. I have tried other audio devices and even routing the audio through my microphone to no avail.

Literally any help would be appreciated, I'd rather not wipe this device as the download of certain programs would be impossible now (legacy versions of launchers and apps).

There may be some things I have missed or did not explain clearly, please ask and I will do my best to clear up any confusion.

I believe if we can find a way to restore access to the audio format/run an audio test without an error, then this issue will be resolved,

Thank you for you time.

Windows for home | Windows 11 | Devices and drivers

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  1. Munkhu 2,690 Reputation points Independent Advisor
    2024-06-04T08:40:42+00:00

    Thank you very much for reaching out! As an Independent Advisor and fellow Microsoft user, I'm more than happy to assist you.

    It seems like you have tried most of the common troubleshooting steps for audio issues. However, here are a few additional suggestions you can try to restore access to the audio format:

    1. Reset the Audio Service:
      • Press Win+R to open the Run dialog box
      • Type "services.msc" and press Enter
      • Scroll down and find "Windows Audio" and "Windows Audio Endpoint Builder" services
      • Right-click each service and select "Restart"
    2. Update or Roll Back Audio Drivers:
      • Go to Device Manager (right-click Start and select Device Manager)
      • Expand "Sound, video and game controllers"
      • Try rolling back the driver to a previous version
    3. Disable Audio Enhancements:
      • Right-click the Speaker icon in the taskbar and select "Open Sound Settings"
      • Under "Output" device properties, select "Device Properties"
      • Go to the "Enhancements" tab and disable all enhancements
      • Click "Apply" and "OK"
    4. Check for BIOS Updates:
      • Go to the Acer support website and check if there are any BIOS updates available for your Nitro 5 model
      • Download and install any available BIOS updates, as they may contain audio fixes
    5. Perform a Clean Boot:
      • Press Win+R, type "msconfig" and press Enter
      • Go to the "Services" tab and check "Hide all Microsoft services"
      • Click "Disable all" and then restart your computer
      • This will start Windows with a clean boot environment to isolate any software conflicts

    Please feel free to reach out if you require any additional assistance. I'm here to help!

    1 person found this answer helpful.
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  2. Anonymous
    2024-06-04T18:30:19+00:00

    Secondary update, Bluetooth devices do not work either. Could this be a hardware issue with the laptop?

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  3. Anonymous
    2024-06-04T17:55:57+00:00

    1: It is functional now and I had already set it to the local system with access to desktop.

    2: I will hold off on doing this until I can get my uncle (former MS cyber-sec employee) to assist me in the process as I have little experience working windows in safe mode.

    3: Nvidia just released a new update today for both Audio and Graphics drivers, so that is likely not an issue if it was previously.

    4: Same thing as with suggestion #2, I have little experience with DDU type programs or windows safe mode.

    5: Upon running the command DISM/online in admin cmdp an error appears, code: 1639

    "command line is missing or requires servicing"

    log from command attempt

    2024-06-04 10:22:48, Info DISM DISM.EXE:

    2024-06-04 10:22:48, Info DISM DISM.EXE: <----- Starting Dism.exe session ----->

    2024-06-04 10:22:48, Info DISM DISM.EXE:

    2024-06-04 10:22:48, Info DISM DISM.EXE: Host machine information: OS Version=10.0.22631, Running architecture=amd64, Number of processors=16

    2024-06-04 10:22:48, Error DISM DISM.EXE: Failed validating command line: DISM /online

    2024-06-04 10:22:48, Info DISM DISM.EXE: Image session has been closed. Reboot required=no.

    2024-06-04 10:22:48, Info DISM DISM.EXE:

    2024-06-04 10:22:48, Info DISM DISM.EXE: <----- Ending Dism.exe session ----->

    2024-06-04 10:22:48, Info DISM DISM.EXE:

    DISM/cleanup-image Error code: 87 "option is unknown"

    2024-06-04 10:34:44, Info DISM DISM.EXE:

    2024-06-04 10:34:44, Info DISM DISM.EXE: <----- Starting Dism.exe session ----->

    2024-06-04 10:34:44, Info DISM DISM.EXE:

    2024-06-04 10:34:44, Info DISM DISM.EXE: Host machine information: OS Version=10.0.22631, Running architecture=amd64, Number of processors=16

    2024-06-04 10:34:44, Info DISM DISM.EXE: Dism.exe version: 10.0.22621.2792

    2024-06-04 10:34:44, Info DISM DISM.EXE: Executing command line: DISM /Cleanup-Image

    2024-06-04 10:34:44, Error DISM DISM.EXE: No providers were found that support the command(cleanup-image). HRESULT=80070057

    2024-06-04 10:34:44, Info DISM DISM.EXE: Image session has been closed. Reboot required=no.

    2024-06-04 10:34:44, Info DISM DISM.EXE:

    2024-06-04 10:34:44, Info DISM DISM.EXE: <----- Ending Dism.exe session ----->

    2024-06-04 10:34:44, Info DISM DISM.EXE:

    Error 87 for /restorehealth

    After using DISM/? I used the /cleanup-wim and /cleanup-mountpoints which ran successfully but the commands /restorehealth and /cleanup-image were not located in the /? prompt

    where they supposed to be run in an active /online session? if so the /online command did not function properly as seen above.

    I thank you for your continued help.

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  4. Munkhu 2,690 Reputation points Independent Advisor
    2024-06-04T13:03:11+00:00

    Given the detailed troubleshooting steps you've already taken, it seems like the issue might be more complex. Here are some additional steps and insights:

    1. Error 1069: The Service Did Not Start Due to a Logon Failure
      • This error often occurs when the service account credentials are incorrect or have changed. To resolve this:
        • Open the Services Manager (Win + R, type services.msc).
        • Find the Windows Audio service, right-click, and select Properties.
        • Go to the Log On tab and ensure "Local System account" is selected. Check "Allow service to interact with desktop" and click Apply and OK.
        • If the issue persists, you might need to reset the service account password or re-enter the correct credentials.
    2. Reinstalling Audio Drivers using DDU
      • Use Display Driver Uninstaller (DDU) to remove audio drivers completely and reinstall them.
    3. NVIDIA High Definition Audio Driver
      • If your laptop uses an NVIDIA GPU, the NVIDIA audio driver might be causing conflicts. To address this:
        • Uninstall the NVIDIA audio driver from Device Manager.
        • Download and install the latest NVIDIA drivers from the NVIDIA website, ensuring to include the HD audio driver if needed.
        • Enable the HD audio device through Device Manager before installing the new driver.
    4. Realtek Audio Console and Driver Issues
      • If you are using Realtek drivers, ensure the Realtek Audio Console is correctly installed:
        • Uninstall the Realtek driver and Realtek Audio Console using Device Manager and DDU.
        • Reinstall the Realtek driver from the Acer support website and download the Realtek Audio Console from the Microsoft Store.
    5. BIOS and System Updates
      • Even though there hasn't been a BIOS update since 2022, ensure your system firmware is up to date. Sometimes, reinstalling the current BIOS version can resolve hardware conflicts.
      • Check for any pending Windows updates that might address audio issues.
    6. Advanced Troubleshooting
      • Check for any hidden devices in Device Manager that might be causing conflicts:
        • In Device Manager, click View > Show hidden devices.
        • Look for any greyed-out audio devices and uninstall them.
      • Perform a system file check and repair:
        • Open Command Prompt as an administrator and run sfc /scannow and DISM /Online /Cleanup-Image /RestoreHealth.

    Given the steps you've already taken, the focus should be on ensuring the Windows Audio service is correctly configured and that all audio drivers are properly installed without conflicts. Reinstalling drivers in Safe Mode and using tools like DDU can help ensure a clean installation. Additionally, addressing any service logon issues and ensuring the correct credentials are used can resolve Error 1069.

    If these steps do not yield the desired outcome, it may be beneficial to explore more comprehensive system diagnostics or seek guidance from Acer support for further assistance. Please feel free to inform me of the efficacy of the suggested method or if you require additional support. Your satisfaction with the resolution is paramount, and I'm here to assist you every step of the way.

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  5. Anonymous
    2024-06-04T12:41:23+00:00

    Alrighty:

    1: forgot to mention that this may have all started with the windows audio service, after the restart I had to manually start it after changing it's log on status to "local system" because nothing else would allow it to run. it would produce the error code 1069 until this change. I had audio after I did this but between 1800 and 2000 hours (time away) the audio ceased to function.

    2: Already did that, with every driver.

    3: I never had them enabled but I have made sure they are off every restart.

    4: There has not been a BIOS update since 2022 for my laptop, so unlikely. But I might re-install my Nvidia driver because I think it had a built in audio driver.

    5: Just preformed a clean boot, the device made some weird sounds so I re-enables all services and restarted it. The audio did not return on either restart.

    Thank you for the help, if you have any other ideas please send them my way.

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