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Audio not working

Anonymous
2025-01-27T14:57:39+00:00

Hi all, I've been having audio issues lately. The other day, I had working audio, it was all fine and good, and then I shut my laptop and used it later on that day, and the audio wasn't working. I tested it with the laptop speakers, with aux-cord headphones, with bluetooth headphones (both headphones tested as working with other devices), and it had completely stopped working, with any program. This is a relatively new laptop so I'm not sure what's wrong.

What I've done to troubleshoot:

The results:

After running the troubleshooter and restarting the computer, I've gotten the audio to work on a "audio test" youtube video in firefox. However, when I try running Plex and testing that audio, it stops working and no longer works anywhere else, including the audio test video that was working previously. I tried these same steps again because I thought maybe it was an issue with Plex specifically, but when I ran the troubleshooter, restarted, verified that audio in firefox was working, and then started up the spotify app (not the website) and started playing a song, the same issue happened, where all audio stopped working, including audio that was previously working on firefox. So that makes me think it's some sort of issue with windows and my audio overall.

Also, I'm not sure if this is helpful, but after the audio stops working after restarting, any videos that were playing (like the video I tested in Plex or the youtube video) slow to a strange (still audio-less) crawl, but the internet's fine and it's not buffering.

Here's my computer info (copy-pasted from when I ordered it, happy to provide anything else if that can be helpful):

ASUS - Zenbook 14 OLED 14” WUXGA Touch Laptop, Intel Core Ultra 7 - Intel Evo Edition - 16GB Memory - 1TB SSD - Jasper Gray

Thank you for any and all help, I have no idea what to do from here besides hope that a random windows update will fix the issues.

Windows for home | Windows 11 | Devices and drivers

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  1. Anonymous
    2025-02-11T17:09:04+00:00

    Dear Kirk B2!

    Welcome to the Microsoft Community!

    Regarding the problem you mentioned about the ASUS Zenbook 14 OLED laptop audio not working, here are some detailed solution steps and suggestions, I hope it can help you solve the problem:

    1. Confirm the output device status settings

    Type "sound settings" in the Windows search bar and click "Open".

    Confirm that "Choose where sounds are played" is set to the correct speaker setting.

    Confirm that the speaker volume is set to mute. Scroll to the bottom of the page and click "More sound settings".

    Click "Playback", click "Speakers" and click "Properties".

    Click "Level", use the slider to adjust the speaker volume and confirm that the speaker is set to "Non-mute mode", click "OK" to save the settings.

    1. Enable and reinstall the driver in Device Manager

    Type "Device Manager" in the Windows search bar and click "Open".

    Click the arrow next to the "Audio input and output" device type. Right-click "Speakers" and click "Enable device".

    If the "Enable device" option is not displayed, it means that your speakers are enabled and please continue to the next step.

    Right-click "Speakers" and click "Uninstall device".

    After uninstalling the speaker driver, in the Device Manager, click "Action" and then select "Scan for hardware changes".

    The computer will reinstall the speaker driver and it will be displayed again in the audio input and output device category.

    1. Turn off the AI ​​noise reduction speaker function

    If you are using a laptop, it may be because your computer has the AI ​​noise reduction speaker function turned on, which will filter out all sounds except human voices from the laptop speakers. You can refer to this article on the ASUS official website to turn off the AI ​​noise reduction speaker.

    1. Check the external device connection

    Confirm that the external device you are using (such as headphones, microphones) is connected correctly. There are two designs for the headphone/microphone jacks of laptops and AIO computers:

    One design is that the headphone/external microphone jacks are separated (green is the headphone jack, red is the external microphone jack).

    The other design is that there is only a headphone/headphone microphone jack.

    Make sure the connection is correct. The headphone jack can use ordinary headphones and the headphone microphone (earphone) commonly seen in smartphones, but it will not work if the headphones are plugged into the microphone jack.

    1. Run the Windows Audio Troubleshooter

    In the sound settings (Settings -> System -> Sound -> Advanced -> Troubleshoot common sound issues -> Output devices), run the Windows Audio Troubleshooter.

    1. Check system updates and drivers

    Make sure your system is up to date and all drivers are updated. You can manually update drivers through Windows Update and Device Manager.

    1. Check for BIOS and firmware updates

    Visit the ASUS official website to check if there are BIOS and firmware updates, and update them.

    I hope these suggestions will help you resolve the issue. If the issue persists, it is recommended that you contact ASUS official after-sales service for professional help.

    Thank you for your understanding and support! 

    I wish you all the best.

    Best regards,

    Yang.Z - MSFT | Microsoft Community Support Specialist

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