Advanced Audio Troubleshooting

Welcome - Getting Started
This document contains information about the Advanced Audio Troubleshooting. This 60-minute module will reinforce basic troubleshooting theory, using audio hardware and software examples. RTS Dates: Americas - 03/12/2007
Departments:
Dell International Services
Authors:
Heath Huff
Contributing Sources:
Eileen Hughes Laurence May Lee Bruns Bobbie Mattord Sue Ann Kendall Gregory Wilson Chelsea Paul
Contacting Dell: To contact Dell regarding issues with this training material, click the following link: Feedback .
Information in this document is subject to change without notice. October 2006 Dell Inc. All rights reserved. Rev. A00
Reproduction in any manner whatsoever without the written permission of Dell Inc. is strictly forbidden. Trademarks used in this text: Dell, the DELL logo, and Dimension are trademarks of Dell Inc.; Intel, Pentium, and Celeron are registered trademarks of Intel Corporation; Microsoft and Windows are registered trademarks of Microsoft Corporation; AMD, Opteron, and PowerNow! are registered trademarks of AMD Corporation.
Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Dell Inc. disclaims any proprietary interest in trademarks and trade names other than its own.
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Advanced Audio Troubleshooting
For Dell Employees Only
Expires 8/17/2007 7:31:28 PM
Welcome - Getting Started
This document is Dell Confidential
Using this Material

The following sections provide information to help you effectively use this training material.
Navigating the Material

To navigate through this course, select topics using either the left navigation menu or the Previous/Next buttons at the top right corner of each page. This course is designed to be completed in the order in which the topics are presented. However, refresher training can be accomplished in any desired order.
Important Symbols
The following symbols are used to emphasize important notations in this material: A NOTE indicates important information that helps you make better use of your computer. A WARNING indicates either potential damage to hardware or loss of data and tells you how to avoid the problem. A CAUTION indicates a potential for property damage, personal injury, or death.
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Using this Material
Course Introduction
Goal
For experienced resolution experts, this module is a review of troubleshooting theory using audio hardware and software examples. TIME: This module requires 60 minutes.
Objectives
Given the information from this course and available tools, you will accomplish the following objectives:
You will use your knowledge of the audio subsystem to create a troubleshooting plan for an
example customer issue. Your answers will match the guide with 100% accuracy.
You will analzye example scenarios and decide which troubleshooting steps and resources are
applicable. Your answers will match the guide with 100% accuracy.
You will prioritize isolation tests to address a given problem. Your answers will match the guide with
100% accuracy.
You will demonstrate knowledge of your available device-specific resources. Your answers will
match the guide with 100% accuracy.
Whats in It for Me?

Audio hardware and software are an integral part of a computer system for 99% of modern customers. Your ability to resolve audio issues is critical to your success as resolution experts. In addition, this material will be included in the practical and written exams that are part of the requirements for becoming an Advanced Resolution Expert.
About Scope
The content of this training is informative in nature only and may contain information about technical issues that is beyond the scope of support for your team. This training is not intended to reflect any support boundaries. Refer to DSN to ensure that you are following proper guidelines for support.
Required Materials
Access to the Internet and Dell intranet Workstations with speakers and/or headphones
Prerequisites
Before starting this training, all participants should have:
Completed CTS New Hire training
Received ARE training approval

If you have not fulfilled these requirements, you may not be able to successfully complete this module.
Special Note to Our Outsource Partners

As a Dell outsourcer, you have agreed to deliver on certain critical metrics. To provide you with every opportunity to meet or exceed these metrics, we have agreed to share
some best practices with you, developed by Dell and its consultants. This training module reflects these best practices. These best practices are Proprietary and clearly marked as Dell Confidential. They cannot be shared with other third parties without Dell's express written permission. You are free to use these best practices from Dell or any other equal or better practices so long as you meet or exceed the required metrics.
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Course Introduction
Troubleshooting Review
Quick Review
Don't let yourself become complacent. Remember the basic troubleshooting model can be applied to almost all technical issues.
Troubleshooting Model
Envision the Relevant Subsystem

Picture the hardware and software components you'll be dealing with in the audio subsystem: sound cards, cabling, speakers, headphones, microphones, drivers, playback software, mp3 files, and others.
Probe and Define the Problem

Before you can troubleshoot a sound problem, you have to find out what the real problem is. Don't assume anything. Ask your customer questions to encourage further description and help you logically define the problem.
What exactly is happening? No sound? Poor sound quality? Sound from some speakers and not others? Sound in one particular application? Be sure to restate the problem for customers to be sure that you and they are on the same page and you have an accurate idea of what's happening to the system. When did it first occur? Did you make a recent change to the hardware or software in your system that preceded the problem? Any new hardware or software? When exactly does the problem occur? Is there a trigger? Does a specific sequence of events always lead to this problem? Does it only happen when playing CDs, or MP3s and Windows Audio files as well? Is it the same when you use your headphones vs. your external speakers? Try to narrow down the amount of hardware and software involved.
Isolate Potential Causes

Once you've got a short list of potential causes, isolate them one by one in a logical order.
Swap suspect parts with known good components if possible. Use msconfig and the control panel to disable any unnecessary applications. Disconnect any unnecessary external devices.
NOTE: Remember, an isolation test is only valid if it tests a single point of failure. For example, if you're testing the external speakers, unplug your headphones and vice versa. If your monitor has built-in speakers, unplug those as well. Ensure that the only device available to amplify sound is the component you're
interested in testing.
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Troubleshooting Review
Envision the Subsystem

Take a minute to review the following hardware and software points of failure from the audio subsystem to set your frame of reference.
Hardware
Sound Card
A sound card is an expansion board that allows a computer to manipulate and output sounds. All portable Dell computers ship with integrated or onboard sound. In other words, their sound cards are built into their system boards. Dell desktops ship with a mix of onboard (lower-end) and PCI/PCIE expansion (mid-range to high-end) sound cards. External sound cards do exist and are usually used for specialized multimedia applications and high-end gaming on portable systems, though they are not limited to these uses.
Sample Sound Card Simply knowing whether or not your customer is satisfied with onboard sound capabilities or purchased/upgraded to a machine with a higher-end expansion sound card can tell you a lot about what you're working with. The number of peripheral devices involved and the demand on those devices usually increases with the capabilities of the sound card.
Speakers & Headphones
If you want to hear what your sound card is outputting, you're going to need speakers of some sort. Customers will have speakers ranging from those built in to some monitors and all portables to multispeaker surround sound systems. Many will frequently use headphones as well.
Sample Speaker System Keep in mind that all speaker systems are similarly installed and configured--that is, they are connected to the sound card with one or more cables and then software is manipulated to accomodate the installation. The major difference between plugging in a pair of headphones and fine-tuning a surround sound system is software complexity. The hardware itself is fairly simple.
Sample Headphones
Cables and Connections

When peripherals are involved, you're usually dealing with cables. In this case, speakers, headphones, microphones, or other peripherals, all require cabling to connect to the sound card. The more peripherals used, the more cabling required, and the more likely a cable or connection can cause problems. Don't forget that there is a vital connection between the sound card and the sytem board inside the case.
Sample Cables
Software
The Windows Operating System
For the average user, the operating system is their interface to their computer's audio capabilities. It controls the system sounds and volume, as well as directing any and all installed hardware. It provides or manages drivers for all hardware and peripherals, and provides a launching point for any multimedia applications they might use to manipulate or enjoy audio files.
Windows Audio Control Panel Use the Device Manager (shown below) to check for recognized hardware and the Sounds and Audio Devices section of the Control Panel for basic settings. Make sure critical updates to the operating system and its components are installed. Verify that the customer has the latest audio codecs for Windows Media Player.
Multimedia Software Applications

Most sound cards and other hardware peripherals will ship with software from the manufacturer. Countless third-party programs output sound as well, from iTunes and mp3 players to online video games. The configuration settings of each of these may affect audio output. Check these applications for compatibility issues, updates, and known issues.
Windows Media Player
Hardware Drivers & Firmware

Sound cards, speakers, microphones, and other peripherals require drivers and/or firmware. Check with the manufacturer for driver/firmware updates and use available Windows tools to verify that the driver is installed and functioning properly.
Device Manager
The Windows Volume Control

It sounds obvious, but don't forget the simple questions. The Windows main volume control panel can mute all system sounds.
Windows Volume Control Panel
User Perception
One last thing to keep in mind: you may discover some users who believe they have an audio problem though the system is operating normally. Try to find out how your customer wants the system to behave, and then determine if such behavior is possible with their current equipment.
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Envision the Subsystem
Mr. Benitez's Problem

Scenario: Mr. Benitez just unpacked and set up his new XPS system. He's called you for installation and configuration help because he can't hear anything at all from his speakers. You tell Mr. Benitez not to worry, that XPS systems are a little more complex than some of Dell's other computers, but you're sure you can help him complete installation. You perform VA, and determine that he has an XPS 400 with the Sound Blaster X-Fi XtremeMusic Sound Card. In the text area below, create a troubleshooting plan to resolve his issue.
Click here to reveal the suggested plan. Question: Q: Which DSN article did you find most helpful in creating your plan? Click here to show answer.
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Mr. Benitez's Problem
Audio Checklist
When diagnosing vaguely described audio problems, remember the following simple checklist to help you eliminate simple causes and narrow down the scope of the issue you're dealing with.
System Volume
Check the Windows volume control panel. Don't waste time if all you need is to uncheck a mute checkbox or bump up a volume control.
Connections/Cables
All audio systems involve some simple connections. Its always a good idea to double-check your external connections:
Sample Sound Ports 1. 2. 3. 4. 5. 6. The Audio/Digital Output jack should be connected to your speaker system (center channel/subwoofer in Dolby 5.1 configurations). The Line Input jack accepts a stereo output cable from an external CD player, FM tuner, MP3 player, etc. The Microphone Input jack accepts a mono microphone input for audio recording. The Line Output jack should be connected to your speaker system or headphones. The Rear Output jack should be connected to your speaker system or headphones. The MIDI/Joystick input is a proprietary connector used to connect joysticks or other MIDI devices (with a converter).
NOTE: Once you've verified the external connections and basic configuration settings, you may decide to open the tower and check the internal connection between the sound card and the system board. Don't forget it on your connection checklist.
Audio Drivers
Check the Control Panel. Your devices must be detected by the system, have the proper drivers installed, and be designated as the default device under Sound playback. Check the Device Manager. Your audio hardware controller has to be detected and have the proper drivers installed to function properly. Reseat the card and reinstall the drivers if necessary.
Recent Changes
Has your customer recently installed any new hardware or software that could be interfering with audio playback/recording? Usually this problem will be detected in the control panel/device manager, but you may need to uninstall the software package or hardware device and check with the manufacturer or documentation for workarounds.
Diagnostics
Don't forget that many hardware and software products ship with accompanying diagnostic routines. Check the documentation for each component and DSN for instructions on running these tests and interpreting the results.
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Audio Checklist
Customer Scenarios
Mr. Rogers is trying to listen to a CD, but can't hear any sound from his headphones, which are connected to the front audio output jack on his system. In the space below, create a troubleshooting plan to resolve his issue.
Click here to reveal a suggested plan. Question to Consider: Q: If Mr. Rogers informs you that his headphones work fine when plugged into the rear audio output jack on his system, what would you suspect is the cause of his problem? Click here to reveal the answer. Question to Consider: Q: Which DSN article would help you troubleshoot this issue further?
Click here to reveal the answer.
Mrs. Campbell just purchased a new speaker system and had some trouble installing it. Her old speakers worked just fine, but now she cannot hear any sounds.
Click here to reveal a suggested plan. Question to Consider: Q: If Mrs. Campbell reveals to you that her new speakers are digital and her old ones were not, and that she's new to the technology what might you think could be causing her problem? Click here to reveal the answer. Question to Consider: Q: Which DSN article would help you troubleshoot this issue further? Click here to reveal the answer.
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Customer Scenarios
Isolation Tests
Since the audio subsystem is not extremely complex, it's fairly easy to isolate the components. Use the chart below to assist you in isolation testing
Component
Isolation Procedure
Speakers
Unplug all other sound amplifying devices such as headphones, built-in speakers, etc. Verify that the speakers are powered on, turned up, and connected correctly. Swap them with known good alternatives.
Sound Card
Remove or disable all other sound controllers. Verify that the sound card is detected by windows, set to the default playback device, and has current drivers. Run any accompanying diagnostic routines. Swap the card with a known good alternative, if possible, or consider removing the card and reverting to integrated audio (procedure in DSN).
Audio Playback Software
Try using an alternative audio playback program. If Windows Media Player is able to play audio files normally, for example, then you know the issue is with the other playback application.
Operating System
Determining whether or not the OS is the problem is difficult, but you can perform some simple checks to ensure it isn't. Check the volume control panel to make sure nothing is muted or turned down. Check the control panel and Device Manager to make sure audio hardware is detected and set to the default playback/recording program. Make sure the lastest drivers are properly installed for all devices. Verify with the manufacturer that all hardware is Windows-compatible. Use msconfig for clean boot troubleshooting.
Cabling
Test the cables one by one. Remove, clean, reseat, verify the jack is correct, then swap with a known good alternative.
Drivers
One at a time, verify that any involved device drivers are properly installed. Reinstall latest versions from the manufacturer or the Dell File Library (online at support.dell.com). Use msconfig to disable other drivers during testing.
Power Source
Don't forget the simple checks. Is the power indicator lit on the speaker system? Try plugging the speakers into a known good outlet.
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Isolation Tests
Mr. Scarpone's Problem
Mr. Scarpone calls in and complains that he's not seeing any difference in sound from his old sound card to his new one. After he installed the card and rebooted he did not receive any messages, and assumed that Windows had automatically detected and installed the new hardware device. In the space below, list the isolation tests you would run in the order that you would run them.
Click here to reveal a suggested test order.
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Mr. Scarpone's Problem
Know Your Resources

Research is an effective tool for resolving error messages and unique situations. If you have a concrete description, consult your online resources for answers. Even if you only know the computer and sound card models, you can locate a lot of information quickly with just a little effort. The following training pages contain detailed information about various audio products and computer systems that Dell offers:
Desktop Sound Peripherals Training Page Portables Multimedia Peripherals Training Page Dimension Training Page Inspiron Training Page XPS Training Page New Product Training Pages
Take a few minutes and explore the kind of information available in the modules linked above. Knowing where to find information about specific products or components is a valuable tool during troubleshooting. NOTE: Take a few minutes to visit the Dell Home Page
and see the kind of products currently offered.
Staying up to date on what customers are purchasing can help you prepare for future contacts. Don't forget all your other resources: DSN, manufacturer's web sites, search engines, online user guides, support.dell.com , and others.
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Know Your Resources
Research the Devices

Type your answers to the questions below in the spaces provided. 1. What are the Known Issues for the Sound Blaster X-Fi (Clapton)?
2.
What sound cards are available on the XPS 710 (Mosport MLK)?
3.
Is the Audio component of the Inspiron E1505 (Key Largo) an FRU or a CRU?
4.
What is the Integrated Sound Blaster Audigy HD (SE), and does it contain the EAX Console?
5.
What sound expansion cards are available from the factory for the Dimension E521 (Shiner)?
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Research the Devices
Summary and Key Points

Summary
You reviewed basic troubleshooting concepts using audio hardware and software examples. You also reviewed the audio subsystem's components, troubleshooting checklist, and isolation tests.
Key Points
Envision the problem, probe and define the issue, isolate points of failure and eliminate them as
possible causes.
Check the Windows Volume Control Panel. Check the cables and connections. Check the Audio drivers. Check the other Windows settings. Inquire about any recent hardware or software changes or additions to the system. Run manufacturer's diagnostics. Run your isolation tests. Research the problem thoroughly.
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Summary and Key Points
Advanced Audio Troubleshooting : Document Outline
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Document Outline
Advanced Audio Troubleshooting : Document History

Document History
Date
Owner
Page
Requested By
Reviewed By
Approved By
Change
Date: 2006-10-16
Owner: Heath Huff
Page: All
Requested By: Scott Rylander
Reviewed By: Laurence May Bobbie Mattord, editor
Approved By: Eileen Hughes
Changes: Created module based on existing course material. Took content from XPS Conversion: Advanced Software Troubleshooting 2 (90 mins), shortened it to a 60-minute timeline, and removed the need for a facilitator. Consumer

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Welcome - Getting Started

Dell International Services

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