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Nuc10I7FNH 3.5 mm Audio, No Sound.

meowcat
Novice
1,505 Views

Hello Nuc Pro's. I've seen a few threads with this exact same issue but still haven't seen a solution. One day, out of the blue, my Nuc just lost it's front audio jack output. Windows 10 tells me there is no speaker/headphones plugged in. I'm also getting the dreaded boot hang. Both started at the exact same time. I see Intel has tried on these boards to fix the issue with other users. It seem that I am experiencing the exact same issue and I would hope by now Intel has a fix for it because nothing in these threads has helped. I even went as far as to restore my PC to a previous Windows 10 backup using a Windows image. I've done pretty much everything in these threads within reason. I have not updated my BIOS simply because it didn't work for anybody else. All the drivers have been uninstalled then reinstalled. All the audio services have been disabled, then reinabled. Has Intel finally come up with a solution short of a warranty replacement? 

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26 Replies
DeividA_Intel
Moderator
1,288 Views

Hello svrucina,  

  


Thank you for posting on the Intel® communities.   

  


In order to better assist you, please provide the following:  


  


1. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.  


· Download the Intel® SSU and save the application on your computer:   https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-


· Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".  


· To save your scan, click Next and click Save.  



2. Do you see an error in the device manager?


3. Have you performed a clean installation for the audio and graphics drivers?


4. Have you checked if the front panel is enabled at the BIOS?

- Press F2 during the start to enter BIOS Setup.

- Go to Advanced > Devices > Onboard Devices.

- Enable the Audio setting (check the box).

- Press F10 to save and exit BIOS.




Best regards,  


Deivid A.  

Intel Customer Support Technician 


meowcat
Novice
1,237 Views

Hi Deivid. Thank you for responding. 

To answer your questions; 

There is an error in the device manager. Intel SST has an exclamation point. I've uninstalled the driver but it reinstalls itself after each re-boot. 

I've downloaded the Realtek driver and installed it three times and yet it will not appear in device manager. See images below. 

All audio devices are enabled in the BIOS. 

Regards. 

jackwrh
Beginner
1,273 Views

May I say,I met the same problem? Just for it I come here. 

meowcat
Novice
1,242 Views

I'm sorry for getting back late. I've spent countless hours on this and it's been very frustrating. I need sound from my 3.5mm front audio jack. 

I've downloaded the Realtek drivers from Intel and have installed them 3 times and the driver won't show up in device manager. There is a yellow exclamation point on the driver labeled "Intel(R) Smart Sound Technology (Intel(R) SST OED" I cannot find where to download and install this driver. I've uninstalled the driver but the bogus driver reinstalls itself after each boot. On the general tab in device manager is says "This device cannot start. (code10) FW did not sent FW Ready notification"

This morning, I updated to the latest BIOS version. I was hesitant to do this because it has not helped anyone in the past.

I Uninstalled all Windows updates for the past 21 days, even though this issue only started about 14 days ago. 

I'm pulling my hair out on this. I see several users with the exact same problem. Has anyone figured this out? 

Here are some pics as well as SSU 

Capture.JPGCapture1.JPGCapture2.JPG

  

 

jackwrh
Beginner
1,221 Views

I got the same problem as yours, I saw the yellow "!" at Intel(R) Smart Sound Technology OED, but the Realtek High Definition Audio Device's driver was correct, I found that the Sound card was working correctly, I saw MIC worked, but it's output could not be linked to the front d3.5 port! My opinion is, All problem should be on the driver (Intel Smart Sound Technology)! I learnt many examples as this in our NUC bar, and I'm communicating with Intel now, Don't get any method to solve this problem ... 

Just for it, I did a lot of works, spent a week, So I think no need to search more, If Intel doesn't post out new Smart sound driver, No way to help!

jackwrh
Beginner
1,220 Views

I'm thinking that, To add an USB outside sound card to instead of the on-board sound card, It's a way to keep using my NUC10i7. 

ClariceStarling
Valued Contributor II
1,207 Views

Sounds like a Windows thing.  You have to stop the driver from updating automatically.  I know there's a way to do that in Device Manager!

jackwrh000
Beginner
988 Views

A Windows thing? It's right! when I turned off Win10-64's automatically updating, The sound is very good,  Without any plosive sound, but if I turn on the updating, soon I found the sound became abnormal - showing impulse and the MIC's level became very low! When I check the Realtek sound card driver, It changed to be Audio_with_iSST_Win10_6.0.9075.1 (the latest Intel driver), What that means? The original driver from Win10 was good but Intel driver could not work properly. I wonder, Why Intel doesn't post a new version of this driver? The problem made big trouble to users ... 

(I'm using NUC11PHKi7C, now.)

A confuse is, More games need a proper running environment, So they need to update Windows system (C++, NET frameworks, etc, but I don'e dare to update ...

DeividA_Intel
Moderator
1,185 Views

Hello meowcat, 



In order to help you further and based on your report, I would liek you to try the following:



1. BIOS recovery:

- Steps: https://downloadmirror.intel.com/30404/eng/NUC-AptioV-UEFI-Firmware-BIOS-Update-Readme.pdf

- BIOS: https://downloadcenter.intel.com/download/30404/BIOS-Update-FNCML357-?v=t


2. Update the graphics drivers:

- Driver: https://downloadcenter.intel.com/download/30381/Intel-Graphics-Windows-10-DCH-Drivers?v=t


3. Update Windows, including optional updates.




Regards,  


Deivid A.  

Intel Customer Support Technician 


meowcat
Novice
1,167 Views

Hi Deivid, thank you for getting back to me. I don't want to sound hard headed but I've already updated my BIOS. I was hesitant because it didn't work for anybody else with the exact same issue, but..I did it anyway. Still the same problem. I have all the latest Windows updates, up to the minute, same issues.

I remember seeing the Realtek driver in device manager when this whole thing started but in an effort to fix the issue I uninstalled, and then deleted the driver, now I can't get it back, tried several times. It just won't install. The Intel SST driver, under other devices, has a yellow exclamation point and I can't figure out how to remove and reinstall the driver. Windows automatically installs the faulty driver each time my PC boots. I guess next, I'll update the graphics driver, although I don't know how that would be connected to my 3.5mm jack not working. 

Also, the graphics driver link you posted has two different drivers, which one do I use?

Thanks again for the response, much appreciated.

Meowcat

n_scott_pearson
Super User Retired Employee
1,158 Views

Make sure you have all of the installers that you need downloaded to your PC and then disconnect it from the Internet completely (so Windows Update cannot screw anything up). Unplug the Ethernet cord and disable Wireless. Then, uninstall the errant SST driver package, reboot and then install the RealTek driver package.

Hope this helps,

...S

meowcat
Novice
1,156 Views

Thanks, Scott, I'll give that a try.

meowcat
Novice
1,127 Views
We’ll, a quick update. There is absolutely that worked. I’ve tried everything. My Realtek driver continues to be unable to install. I’ve had to resort to an external sound card.
DeividA_Intel
Moderator
1,102 Views

Hello meowcat, 



In order to help you further can you provide the error code shown at the device manager under "Smart Sound Technology"?



Also, please try updating the graphics drivers:


- Driver (igfx_win10_100.9466.exe): https://downloadcenter.intel.com/download/30381/Intel-Graphics-Windows-10-DCH-Drivers?v=t




Regards,  


Deivid A.  

Intel Customer Support Technician  



meowcat
Novice
1,087 Views

Hi Deivid.

I already updated the graphics driver. It didn't fix the issue. I think the audio chip on the mobo is gone. It's working perfectly with the external sound card.

DeividA_Intel
Moderator
1,073 Views

Hello meowcat, 



I do appreciate the troubleshooting steps performed so far. In order for us to investigate further on this, I would like you to provide the following:


1. A new Intel® System Support Utility report:

- https://downloadcenter.intel.com/download/25293/Intel-System-Support-Utility-for-Windows-


2. Can you provide the name of the device(s) that you are connecting to the 3.5 mm Audio Jack?






Regards,  


Deivid A.  

Intel Customer Support Technician  


meowcat
Novice
1,050 Views

Okay, Deivid. 

The speaker device that's plugged into the NUC's 3.5mm jack is an old Altec Lansing 2.1 speaker system. Please note, the speakers are working fine when plugged into any other device, like my cell phone. 

Also note, I have several pairs of headphones and none of them work when plugged into the NUC. 

As a reminder, I currently have audio disabled in the BIOS because my external sound card is working perfectly, and also, when audio is enabled, the boot hang at the NUC splash screen is almost 3 minutes, much too long. 

Finally, here's the latest SSU. 

 

ClariceStarling
Valued Contributor II
1,033 Views

Why are you still using the sound jack?  Whenever you get new speakers, digital speakers will plug into the usb slot anyway!

meowcat
Novice
997 Views

I don't need digital sound. Analog stereo is just fine for my PC. It is not being used as a HTPC, I don't need DD 5.1 surround. 

As you know, USB real estate on these units is limited, at best. I already have a keyboard, mouse and a backup drive connected. I also need an open USB port available for my digital camera reader. I don't like plugging/unplugging devices as I use them. 

Ronny_G_Intel
Community Manager
908 Views

Hi @meowcat meowcat,

 

I am sorry to hear that you are facing this issue with one of our products.

I have a couple of suggestions that perhaps you may want to try:

  • Would it be possible to revert to a previous restore point within Windows?
  • If that doesn't work, and I know this is painful but is it possible for you to run a clean Windows installation?

If that doesn't work or you cannot accomplish any of the previous recommendations then the only recommendation would be to replace the unit. If this is the case, please keep in mind that we cannot process warranty replacements over the community platform. For warranty request, please go to Contact Support and reach out to us via any other support venue different from communities and make reference to case #0585749

 

Regards,

Ronny G

 

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