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CPopp2
Beginner
341 Views

I am using the NUC 815BEH. with W10 version 1909. The audio was performing OK untill it started acting up with 'hiss and cracks' but no sound. The volume mixer display shows that audio is being produced but no sound just cracks.

 
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7 Replies
n_scott_pearson
Super User Retired Employee
94 Views

Please download and run the Intel System Support Utility for Windows and then attach the report file produced by this utility. Use the paperclip icon (below the edit box) to upload and attach the report file to your response post.

 

Also need to know how you were outputting audio. Was this to your monitor (i.e. via Intel Display Audio) or was this to speakers/headphone (i.e. via RealTek HD Audio)?

 

...S

CPopp2
Beginner
94 Views

Tnx for your response. Tried to submit the scan earlier through SSX but that failed. The problem occurs using the REALTEK audio via headphones or speakers. I do'nt have speakers in the monitor so cannot easily check INTEL audio via HTML. W10 device manager tells me that audio is functioning properly on sound devices. I tried reinstalling the driver but to no avail. The volume mixer shows that there is audio output. Using the slider from 'off' plops on the noise to max. and reverse. kind regards Co Poppe
Alberto_R_Intel
Moderator
94 Views

Hello CPopp2, I just wanted to check if the problem persists and if you need further assistance on this matter?

 

Regards,

 

Albert R.

Intel Customer Support Technician

CPopp2
Beginner
94 Views

Hello Albert ,

The problem is still there. I will attach the SSX file. I would apreciate further advice.

 

regards

Alberto_R_Intel
Moderator
94 Views

Hello CPopp2, Thank you very much for sharing the SSU report.

 

In order for us to provide the most accurate assistance, we just wanted to confirm a few details about your system:

Is this a new Intel® NUC?

Did you make any recent hardware/software changes?

When did the issue start?

When using Windows* 10, if you go to "Settings" and then "Sound", do you see the speakers listed in there?

By any chance, do you have the option to test a different headset or speakers?

 

We recommend to install the latest BIOS version of the Intel® NUC Kit NUC8i5BEH, which is 0077:

https://downloadcenter.intel.com/download/29282/BIOS-Update-BECFL357-86A-?product=126148

 

You mentioned that you tried to reinstall the Realtek driver, just to make sure, please install Realtek* High Definition Audio Driver

version 6.0.8716.1 and let us know if the issue remains after that:

https://downloadcenter.intel.com/download/28433/Realtek-High-Definition-Audio-Driver-for-Windows-10-...

 

Regards,

 

Albert R.

Intel Customer Support Technician

CPopp2
Beginner
94 Views

Hello Albert R.

Thanks for your prompt response.

I'm using the NUC815BEH which I bought new in May 2019. I have kept W10 BIOS and drivers uptodate , the latter two with the help of the INTEL driver assistant. When running the assistant ,it reports the system is upto date. BIOS is version 0077 / 11/27/2019, indeed the REALTEK version is 6.0.8716.1 as reported also by MS device manager. In W10 settings / sound the speakers are being listed. Neither the trouble shooter nor device manager show a problem with the REALTEK audio.

I have tried several headphones and speakers but all with the same result. The system detects that phones or speaker jack is being entered by giving a message.

I tried a rollback of the driver , that did not help, so I re-installed the latest driver. The device manager reports the latest driver is installed.

The mixer control shows the audio being processed. Moving the mixer lever from 0 to 100% produces no noise at 0% as might be expected , but goes to max. noise wth the slightest move up.

 

Regards

Co

Alberto_R_Intel
Moderator
94 Views

Hello CPopp2, You are very welcome, thank you very much for letting us know that information.

 

I will send you a private message to further assist you with this scenario, please verify your inbox.

 

Regards,

 

Albert R.

Intel Customer Support Technician

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