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volume keeps going down to 0

Anonymous
2019-02-21T04:35:16+00:00

I have Surface Pro 3. 

Starting about a month ago, I noticed that the volume indicator/slider keeps showing up down to 0. 

Even though I use the volume button to put it up, it keeps sliding down to 0, and it stays there. 

I keep pushing it up, it keeps going down. 

Occasionally, it will stay up at the level I put it at, using the volume button on the left edge of Surface Pro 3.

It will stay for a few minutes, and the slider shows up again sliding down to 0. 

Randomly, it keeps showing up as 0.  When I checked the Task Manager, the CPU process/memory shows that Windows Audio is actually using up CPU power alot, and drives up the CPU usage up to 100%, really slowing down my computer. 

How do I fix this?  This is driving me crazy. 

I already did the Refresher thing couple of times - meaning, wipe out clean slate, only keeping the files and reinstalling everything.  

This problem still persists.  

Please help.

Surface | Surface Pro | Sound and camera

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  2. Anonymous
    2019-02-24T09:29:37+00:00

    Hi KJKH ,

    First of all, we sincerely apologize for the inconvenience that had caused. For us to further assist you, we would like to know more about this issue.

    1. Is this working before without any issue?
    2. When did this issue occur?
    3. Have you made any changes on your device (e.g. settings or updates) before this issue occur?
    4. Is the volume indicator/slider also affect the speaker when playing an audio?
    5. Are you using a wireless mouse with a scroll wheel?
    6. Is your Surface connected to a keyboard? If Yes, have you tried to check the volume down button if it was stuck?

    In the meantime, install and run Surface Diagnostic Toolkit. This toolkit resolves the most common Surface issues. Please follow the instructions posted.

    Looking forward for your response.

    2 people found this answer helpful.
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  3. Anonymous
    2019-02-28T01:06:33+00:00

    Hi,

    Thank you so much for getting back to me on this. 

    in terms of your questions, please see my response below - 

    1. Is this working before without any issue?  Yes, it used to work just fine.
    2. When did this issue occur?  I think it started after some update few months ago.
    3. Have you made any changes on your device (e.g. settings or updates) before this issue occur?  I usually let the updates occur automatically.  It started happening few months ago, I believe after an update.
    4. Is the volume indicator/slider also affect the speaker when playing an audio?  Yes, it kills the volume level.  I have hard time playing music, and watching a video because the volume will just randomly go down to 0.
    5. Are you using a wireless mouse with a scroll wheel?  Yes.  But it happens even when I'm not using the mouse or any other device.
    6. Is your Surface connected to a keyboard? If Yes, have you tried to check the volume down button if it was stuck?  I usually have my surface cover keyboard (type cover) attached, but even when it's detached it happens.

    I installed and ran the diagnostics app.  I will see if that fixed anything.  It did detect that my microphone was not working properly, and so I did the troubleshoot on the Microphone array to have it fixed.  The Mic is now working.

    2 people found this answer helpful.
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  4. Anonymous
    2019-02-28T07:54:10+00:00

    Hi KJKH ,

    You didn't mentioned about the volume controller after running the toolkit. We would like to know if it is working good the same as the mic? Looking forward for your response.

    If the issue still persist, kindly uninstall and reinstall the Realtek High Definition Audio driver under the Sound, video and game controllers on the Device Manager. Please don't put a check mark on the Delete the driver software for this device. And then, click Uninstall and Restart your device after.

    Looking forward for your response.

    3 people found this answer helpful.
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  5. Anonymous
    2019-03-01T05:03:58+00:00

    Hi KJKH ,

    You didn't mentioned about the volume controller after running the toolkit. We would like to know if it is working good the same as the mic? Looking forward for your response.

    If the issue still persist, kindly install and reinstall the Realtek High Definition Audio driver under the Sound, video and game controllers on the Device Manager. Please don't put a check mark on the Delete the driver software for this device. And then, click Uninstall and Restart your device after.

    Looking forward for your response.

    Hi,

    Even after running the Diagnostics Test, at random times the volume slider would appear and go down to zero.  Now, I also noticed that when I raise the volume, at times, I cannot lower the volume with the button (on the side of the Surface).  It's stuck there and wouldn't move down.  And at times, randomly, the volume slider control will appear and go down to zero as I mentioned.

    1 person found this answer helpful.
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