Crackling Audio and USB malfunction on Windows 10

Question

Hi, I have a Surface 3 (non pro) that has been keeping up well, for the most part, with Windows 10. I have always kept the software up-to-date, and my hardware is all factory original.

I have been dealing with issues unknown affecting the audio performance of my computer for some time now. The computer will play audio from any source straight to the speakers or any headphones correctly for a while, and then begin to distort the sound with crackling. For a time I thought this to be a result of low battery (which would still be a problem) but it occurs even while the computer is plugged in and charging.

I've scrolled through almost every Microsoft article about crackling audio and followed the troubleshooting steps, I've reinstalled and updated my sound drivers several times, and I have performed countless restarts. Short of a complete reboot, I have done everything I can think of to solve the problem, and it still returns. 

I would like to ask for professional help, be there any, that can permanently remove this problem.

Answer 1

I've merged your two threads here. You should start by running the Surface Diagnostics Toolkit https://support.microsoft.com/en-us/help/4037239/surface-fix-common-surface-problems-using-surface-diagnostic-toolkit

If that does not find and fix issues, I think it is time to back up and local files and data and perform a complete reimage from a downloadable recovery image to rule out hardware problems:

Go to https://support.microsoft.com/en-us/surfacerecoveryimage and download a recovery image for your Surface. You will need a 16GB USB stick formatted FAT32. Unzip/extract the recovery zip to the formatted USB stick and then-

To reset your Surface from a USB recovery drive:

Step 1:        Make sure your Surface is turned off and plugged in (hold down the power button for 30 seconds).

Step 2:         Insert the USB recovery drive into the USB port on your Surface.

Step 3:        Press and hold the volume-down button while you press and release the power button on your Surface.

Step 4:         When the Surface logo appears, release the volume button.

Step 5:        When prompted, select the language and keyboard layout you want.

Step 6:         Select Troubleshoot > Reset your PC.

If prompted for a recovery key, select Skip this drive at the bottom of the screen.

Step 7:         Select the target operating system you wish to reset. This refers to the current operating system installed on your Surface.

Step 8:        Select Yes, repartition the drives, and on the next page, select Next.

Step 9:         Choose Just remove my files.

Step 10:        Select Reset.

Surface restarts and the Surface logo displays while the reset process continues (this can take a while).

Answer 2

Hi, I have a Surface 3 (non pro) that has been keeping up well, for the most part, with Windows 10. I have always kept the software up-to-date, and my hardware is all factory original.

I have been dealing with issues unknown affecting the performance of the USB drives built into the computer for some time now. The Microsoft type cover keyboard designed for my computer, for example, functions normal as intended until the computer battery reaches 20% or so. At this point the computer automatically enters tablet mode, as if the keyboard had suddenly been removed, and I receive a message saying that my USB device was not recognized. At this point, any other USB devices connected, such as flash drives or dongles or DVD drives, are also not recognized. For a time I thought this to be solely a result of low battery (which would still be a problem), but it has since occurred even while the computer is plugged in and charging. The only temporary remedy I have found for the problem is to restart my computer, but it is extremely frustrating to lose my work because my computer doesn't recognize my flash drive, and I don't want to have to restart my computer every time the same thing happens. 

I've scrolled through quite a few Microsoft articles about this or similar issues and followed some USB troubleshooting steps on my own, and I have performed countless restarts. Short of a complete reboot, I have done everything I can think of to solve the problem, and yet it still returns. 

I would like to ask for professional help, be there any, that can permanently remove this problem.

Answer 3

Hi Barb, 

I forgot to mention before, but you reminded me that I had already downloaded and run the Surface Diagnostic Toolkit, and I have run the program several times again since I started this thread. It does not diagnose anything specific: according to the program, the simple fact that I cannot hear any audio problems at the exact moment I am testing for them means that there are no problems. That does not change the fact that they return just a few hours later, nor does it help me understand why any such problems happen. 

As of yet, I do not have a 16 gb flash drive sitting around, and it is more than a minor inconvenience to continue to suffer poor audio and USB performance simply because I have not the time or money to go out and buy something else in the hopes that it will solve the problem. I just want the system to work. 

I would like to send in my surface and get a refund, or at least a new device, and I've been walked through the steps to do so at another time, but I can't afford to part with my primary work device for as long as I would need to. 

I will be doing my best to find a large enough flash drive without spending a lot, and if I ever get around to booting a fresh upload of the OS, I'll let you know how it goes.

Answer 4

Sam,

There will be a charge for an out of warranty replacement as well. If you are in

the US, I urge you to go to the closest physical retail Microsoft Store and they

can reimage your device and if that does not fix things for you, they can

discuss your options for an exchange.

I have no other suggestions, sorry.

>I would like to send in my surface and get a refund, or at least a new device, and I've been walked through the steps to do so at another time, but I can't afford to part with my primary work device for as long as I would need to.

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>I will be doing my best to find a large enough flash drive without spending a lot, and if I ever get around to booting a fresh upload of the OS, I'll let you know how it goes.