Have you tried to download and install this Cirrus Logic driver from the Dell site?
https://www.dell.com/support/product-details/en-us/product/dell-ds14265-laptop/drivers
Audio stuck on mute on new laptop
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Freya
0
Reputation points
I just got a new laptop (Dell 14S) and everything went smoothly with the set up. I was watching YouTube when about 20 minutes after I've set everything up, my laptop forced a reset saying there is a problem and needed to update. After that finished updating, my sound has been stuck on mute. The sound symbol has a cross on it and the bar to control won't move. I have pressed the sound buttons on the keyboard, I have updated the audio driver.
When I try to go into settings, there is no sound output device (I was just using the laptop speaker previously). I have tried to plug headphones into it and nothing changes but it does work with Bluetooth headphones as shows up as an output device.
For the record I have reset the device multiple times and run the audio troubleshooter where it just tells me that I don't have a device connected.
Windows for home | Windows 11 | Devices and drivers
3 answers
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Ruwim.B 6,915 Reputation points Volunteer Moderator2026-09-21T06:51:16.8166667+00:00 -
Airbus A350 8,190 Reputation points Volunteer Moderator2026-09-20T22:22:31.42+00:00 Hello,
Could you open Device Manager by opening the Start Menu and typing
devmgmt.msc?Then double-click on "Audio inputs and outputs" and look for any instances of "Speaker". Do you see any with a yellow triangle next to its icon? If so, double-click on that entry, and then take a screenshot of the error code that appears.
I hope to hear back from you.
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Freya 0 Reputation points
2026-09-21T00:34:33.5433333+00:00 Hi there! There is no 'Audio input and outputs' when I open Device Manager, only 'Sound, video and game controllers'. The only one with a yellow warning icon is in 'Other devices' under 'Unknown device'. When I click update driver, it says there isn't any on my device.
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John DeV 170.4K Reputation points Independent Advisor2026-09-20T22:22:10.7466667+00:00 Hi, good day!
Since your built-in speakers and wired headphones are not detected, but Bluetooth headphones work, this may be related to the internal audio device or its driver.
Please open Device Manager by right-clicking Start and checking Sound, video and game controllers and Audio inputs and outputs. Do you see an audio device, a yellow warning icon, or an Unknown device? A screenshot would be helpful.
Also, please visit https://www.dell.com/support/homeand check for the latest audio, chipset, and BIOS drivers using your laptop's Service Tag.
Could you confirm your exact Dell model and Windows version/build (winver)?
While this is not a Microsoft website, it is the official site of Dell
I look forward to your update and am willing to collaborate with you until we resolve the issue. Keep me posted by clicking "Add comment" below.
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Freya 0 Reputation points
2026-09-21T00:25:34.87+00:00 Hi there! I've been working with someone at Dell to try and fix the problem with remote access to no avail unfortunately. I can get to 'Sound, video and game controllers' but not any further. There is an Unknown Device under 'Other Devices' with a yellow warning icon though. When I click 'Update Driver' it says there isn't any drivers on my device (I've attached screenshots)
The device is the Dell 14S DS14265 with Windows 11
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John DeV 170.4K Reputation points Independent Advisor
2026-09-21T01:51:37.37+00:00 Have you tried downloading and installing the latest chipset driver and BIOS update for your device from the manufacturer's support page?
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Freya 0 Reputation points
2026-09-21T02:19:04.3933333+00:00 I have installed the latest chipset driver and the BIOS seems to be up to date. The Dell technician wasn't able to fix the problem and told me to reinstall Windows so I'll be trying that when I have the chance
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John DeV 170.4K Reputation points Independent Advisor
2026-09-21T06:10:37.7566667+00:00 Thank you for the update. It's unfortunate that the Dell technician couldn't resolve the issue. Reinstalling Windows may help if the problem is software-related.
Before proceeding, make sure your important files are backed up. I hope the reinstallation resolves the audio problem. Please let me know how it goes when you have the chance.
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