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I aquired a Philips monitor 27M1N3500 with build in speakers but connecting it with HDMI or with DP from my UDH graphics 730 card (Processor I5 11400) I have an issue: NO sound at all ... even NO audio output found on the Win11 audio settings.
I coupled the monitor to my laptop and then sound is OK ! Driver problem ???
What can I do ? Please help me...
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yvessr, Thank you for posting in the Intel® Communities Support.
We are sorry to hear about this issue and we will be more than glad to assist you with this matter.
In order for us to answer your question and provide the most accurate assistance on this scenario, we just wanted to confirm a few details about your system:
Is this a new computer?
Did you build it?
Did the sound ever work fine with this specific machine and the new monitor?
If yes, when did the issue start?
Did you make any recent hardware/software changes that might cause this problem?
Does the problem happen at home or in the work environment?
Please attach the SSU report of the computer in question so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":
https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html
Any questions, please let me know.
Regards,
Albert R.
Intel Customer Support Technician
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Hi Albert,
Thank you for the reply... Here are some answers:
My computer is a Medion type P63024 acquired januari 2023 with Windows 11 Home preinstalled
I bought and installed a new Monitor Philips 27M1N3500 2 weeks ago; it has 2 buils-in speakers 5W, but till today I never got any sound coming out !
ALL sound settings are enabled but the computer still does NOT detect any sound output device
Windows only show the Realtek front and back connections of the computer (nd they both work fine with headphones) but NO sound over the HDMI and that's what I need for the monitor speakers !
Hereby the SSU...
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Hi yvessr, You are very welcome, thank you very much for providing that information and the SSU document.
Based on the information shown in the SSU document, we can confirm that the graphics driver version currently installed on your computer is 30.0.100.9837.
It is important to mention that we always recommend to install the graphics driver provided by the manufacturer of the computer, since that driver was customized by them to work with your specific platform.
I looked on MEDION's website, but I was not able to find drivers for P63024.
Based on that, even though the Intel® graphics drivers are generic, we would like to inform you that there is a new driver version available for your processor, which is 31.0.101.4952. For testing purposes, please try a clean installation of that driver following the instructions in the links below:
https://www.intel.com/content/www/us/en/support/articles/000057389/graphics.html
Depending on the model and the manufacturer of the monitor, there might be drivers that are required to be installed. I looked on Phillip's website, but I was not able to find a driver for that particular model:
Additionally, we also suggest a BIOS update to the latest version. So, if the issue persists after testing our driver, please get in contact directly with MEDION Support in order to verify if they have a graphics driver available for your device and to make sure the latest BIOS version is currently installed, or to gather the instructions on how to update it:
https://help.medium.com/hc/en-us/articles/216287508-Contact-Medium-Support
Once you get the chance, please let us know the results.
Regards,
Albert R.
Intel Customer Support Technician
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Hello Albert,
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Hello yvessr, You are very welcome, thank you very much for your response.
We are sorry to hear the issue remains after trying the troubleshooting steps suggested previously.
From our side, another thing we recommend, even though you mentioned that you connect the Philips screen with the same HDMI cable to your Dell laptop and it works fine, will be to test the computer with a different high-quality HDMI cable and check if the issue gets fixed that way. Also, if by any chance you have the option to test a different monitor or TV, that will be also really helpful to narrow down the problem.
Other than that, the next thing to do will be to get in contact directly with MEDION Support as soon as possible to report this situation since everything indicates there might be a hardware problem with the HDMI port. They did the integration of all the parts and they also provide the warranty for all the components. They might be able to reproduce the issue using the same exact machine you are working with, test different drivers, provide a fix for it, do a physical inspection of the computer if needed, provide further suggestions or technical assistance, and ultimately replace the laptop under their warranty policies. At this moment, to get in contact directly with them will be the best thing to do for this specific scenario.
Regards,
Albert R.
Intel Customer Support Technician
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