Surface Laptop 3 update audio issue

Question

Surface Laptop 3 output sound stopped working after last Windows update. It is a known issue for Microsoft (see attached printscreen). They tell us to wait for the next audio driver release.

Does anyone from Microsoft staff have news on it? Because driver updates use to take a while to be released, but this is a major issue, being with no audio, specially considering pandemic scenario (increase of virtual meetings).

Answer 1

We appreciate the details provided, Márcio Arduin Saraiva.

May I confirm the Intel Smart Sound Technology (Intel SST) OED driver version on the device? Go to device manager >  Go to System Devices > Right click on Intel(R) Smart Sound Technology (Intel(R) SST) OED  > choose properties and go to driver tab.

Answer 2

It´s the 10.24.0.3694 from march 2020. Is it correct?

Answer 3

That should be correct, Márcio Arduin Saraiva. Since you have tried the sound troubleshooting, can please you try the manual troubleshooting? This is the same steps above and should allow you to install driver “Intel(R) Corporation - System - 10.24.3633.245”.

Open device manager > Expand “System devices” > double click the error driver “Intel Smart Sound Technology (Intel SST) OED” > Open “driver” tab > click “Uninstall Device” > Within the pop-up, check box for “delete the driver software for this device” > click “Uninstall” > Open Windows Update and click “Check for updates” > system will install “Intel(R) Corporation - System - 10.24.3633.245” > check if the Intel OED audio driveron the device manager no longer in an error state.

If this steps did not work, uninstall the Intel(R) Smart Sound Technology (Intel(R) SST) Audio Controller driver and theIntel(R) Smart Sound Technology (Intel(R) SST) OED driver at the same time then restart the device.

Answer 4

Thank you for posting your inquiry here in Microsoft Community, Márcio Arduin Saraiva.

I'm sorry to hear that you have a speaker issue. I definitely agree that the speaker of the device is really important specially for virtual meetings.

Have you tried the workaround using the Sound Troubleshoot? May I confirm if the Intel OED audio driver is in error state on the device manager? If yes, run the step below:

• Open device manager > Expand “System devices” > double click the error driver “Intel Smart Sound Technology (Intel SST) OED” > Open “driver” tab > click “Uninstall Device” > Within the pop-up, check box for “delete the driver software for this device” > click “Uninstall” > Open Windows Update and click “Check for updates” > system will install “Intel(R) Corporation - System - 10.24.3633.245” > check if the Intel OED audio driver on the device manager no longer in an error state.
• Run the System File Checker.

- Run Surface Diagnostic Toolkit and make sure to complete the tasks.

If the steps above did not resolve the issue, please let us know so we can further assist.

Answer 5

So it kind of worked.

I did the first step uninstalling Intel SST (deleting from device) with the difference that it didn't got back thru Windows Update but by running sound troubleshooting.

But the situation got worse, because even though the SST was gone and back again, the sound icon in the task bar had now a red X over it, which it didn't have before, even though not operating.

So I ran the System File Checker and after that I restarted the computer and the situation was the same, red X over sound icon. So I uninstalled SST and ran Checker again and restarted. And this time sound worked! But this time also, it demanded a new restart to complete sound configuration (SST).So I restated, and now red X again, not working.

Then I uninstalled SST again and noticed that the red X was gone somewhere while sound troubleshooting was running, and then red X came back and STT was reinstalled. So I uninstalled SST and when running troubleshooting and seeing the red X was gone, I stopped troubleshooting. And it remained 'X free'

Current situation is: sound working, SST appearing in "System Devices" list and system notifications warning to restart computer to complete SST configuration (which I'll obviously not do). For now if I ever need to restart I´ll have to repeat this operation, and hopefully it will work again.

Therefore it's not a "problem solved" situation, but rather a "problem managed" one. So it should still be reported to Microsoft developer's team.

Anyway, thanks for your prompt answer that allowed overcoming this issue.