Realtek Speakers device (Front jack) auto-deactivated if there is no sound

[FGH2]

Hello,

I have a NUC11PHBi7 (Enthusiast) with Win 10 Pro 21H1 installed. I have my headphone (1 ring, if this matters) always plugged-in in the front jack and experience a strange behavior since I got the NUC.

When there is no audio source playing the Realtek speaker device goes to sleep/turns off any sound. The sound is on (for a brief moment when I start the computer) but goes off when there is no audio playing for 10 seconds (this is very annoying when watching a video in the browser; some apps/games also refuse to play audio when the audio is not active in the first place).

The best workaround I found to bring back the sound is to switch to a different audio output device while the sound is playing and then switch back.

Other audio devices, like Bluetooth, are not affected and don't show this behavior.

I have the latest Realtek drivers offered by the Intel Software Assistant. There is also a Realtek Audio Console app. I found a loosely related post here in the forum that suggested turning on/off the headphone connection notification. I tried that but it didn't change anything in my case.

I also tried a number of fixes as listed here to no avail:

* https://support.microsoft.com/en-us/windows/fix-sound-problems-in-windows-10-73025246-b61c-40fb-671a-2535c7cd56c8

* Fix the Headphone Jack Not Working in Windows 10 | SoftwareKeep

And help is appreciated. Thank you for considering.

[AndrewG_Intel]

Hello @FGH2

Thank you for posting on the Intel® communities.

In order to review this further, could you please provide us with the following information?

1- Is this a new Intel® NUC? When did you purchase the unit?

2- Did this work fine before? Or is the issue happening since the first day that you have the device?

3- If this worked fine before at any moment, were there any recent hardware or software changes that might relate to the point when the issue started? (For instance, Windows*, BIOS, driver, or software updates?)

4- Realtek* Audio Console app version:

5- When you said "When there is no audio source playing the Realtek speaker device goes to sleep/turns off any sound." do you mean you also have another audio device plugged in the NUC (perhaps on the 3.5 audio back panel)? If yes, are you also having audio issues with that device (speaker) besides the headphone in the front panel?

Please provide more details and elaborate more on the specific behavior and include reproduction steps:

6- 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
• 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.
• Once you have saved the file (.txt file), please attach it to your reply.

To upload and attach a file, use the "Drag and drop here or browse files to attach" option below the response textbox.

Best regards,

Andrew G.

Intel Customer Support Technician

[FGH2]

Hi Andrew.

Thank you for helping.

1) The unit is new. It was ordered 8/29/21 but only shipped 12/10/21 (those units are difficult to get).

2)  As far as I can tell it was always like that. I have not used the unit much in December and only started to use it as my main computer a few weeks ago (and then I was busy at work).

3)  Nothing to note off. I only apply Windows 10 updates (there was no upgrade, the unit was on 21H1 since installation, AFAIK) and Intel Software updates as suggested by the Intel Driver Support Assistant.

4) The Realtek Audio Console app says: Audio Driver version 6.0.9175.1 & UI Version: 1.26.251.0 

5) I have no other audio device plugged in, but I sometimes connected a Bluetooth speaker to it. I never noticed no-sound issues with the BT speakers. However, I plugged in a different set of headphones to the front jack and got the same sound-stops behavior.

Here is a scenario: I would start Edge or Chrome and watch a YouTube video. If I am lucky, the sound is played-if not I have to switch sound sources to make the sound work. Then, after a while, I pause the video (less than a minute) to get some tea or whatever. When I come back I unpause the video; the video continues but no sound is playing anymore. I have to switch to another audio output (usually I switch to the Realtek optical output - but nothing is connected there)  and back to the Realtek Speaker to get sound again on my headphones.

After trying a lot of different apps & programs, I noticed modern apps (MS store apps) like Disney+ or Amazon Prime Video for Windows are able to start & continue sound (on startup or after a break).  But it's not just browsers where I experience this issue but most other programs (including things like Windows dialogs with sounds like the Sounds tab on the Windows Sounds dialog). If there is/was not already sound playing, no sound  would play - or only on the second trial (e.g. clicking the >Test button twice on the Sound dialog plays sound. But it does not work the first time when audio is not already active.) I hope that gives you a better understanding of what's happening. (Maybe some issue with the driver and the traditional audio API used by most (Win32) programs, I'd guess.)

6) I have attached the ssu file as requested.

Thank you, Florian

[FGH2]

I think this is related to the power (plan) settings of the Realtek driver.

When the audio is not playing 

Realtek Audio Properties: Details tab -> Property: Power data

(Sound won't play: D3)

Current power state:
D3

Power capabilities:
00000089
PDCAP_D0_SUPPORTED
PDCAP_D3_SUPPORTED
PDCAP_WAKE_FROM_D3_SUPPORTED

Power state mappings:
S0 -> D0
S1 -> Unspecified
S2 -> Unspecified
S3 -> D3
S4 -> D3
S5 -> D3

(Sound is played: D0)

Current power state:
D0

Power capabilities:
00000089
PDCAP_D0_SUPPORTED
PDCAP_D3_SUPPORTED
PDCAP_WAKE_FROM_D3_SUPPORTED

Power state mappings:
S0 -> D0
S1 -> Unspecified
S2 -> Unspecified
S3 -> D3
S4 -> D3
S5 -> D3

I found something along that lines in an HP forum. Somebody recommends editing Realtek power settings in the registry. I have not followed through since my registry keys look a bit different and I am cautious when it comes to the reg edits but this might be it.

[AndrewG_Intel]

Hello FGH2

Thank you for your response and for all these details. We really appreciate it.

Based on the information, it seems the driver version on the system is different from the latest one available on our Download Center (6.0.9285.1) and the UI Version referenced in the installer information (1.32.261.0).

In this case, could you please uninstall the audio driver and app and reinstall them? Please follow these steps:

1- Download and save on the computer the Realtek* High Definition Audio Driver for Windows for the 11th Generation Intel® NUC11PHKi7C Version 6.0.9285.1.

2- Disconnect the computer from the Internet to avoid Windows* reinstalling a different driver.

3- Uninstall the Realtek High Definition Audio Driver and the Realtek* Audio Console from Windows* Apps & Features.

4- Reboot the system.

5- Install the Realtek* High Definition Audio Driver Version 6.0.9285.1 downloaded in step # 1.

6- Reboot the system and test the behavior (at this point what we want is to test using only the latest driver without the Realtek Audio Console features).

7- Then, reconnect to the internet to let it install the Realtek Audio Console. If necessary, you may also manually download and install the Realtek Audio Console from Microsoft* store and test the behavior again.

Please let us know if the tool is reporting the recommended Audio Driver version & UI Version and let us know the outcome of the steps and if the behavior is different.

Best regards,

Andrew G.

Intel Customer Support Technician

[FGH2]

Hi Andrew.

Great, the sound works as expected in this configuration. Good job!

I followed your instructions, removed the device & deleted the driver. Disconnected all internet connections, unplugged the headset, restarted, plugged in the headset, restarted again. The Realtek Audio device shows driver version 6.0.9285.1 in the device manager.

The Intel DSA does not suggest/offer another Realtek audio driver. The DSA website reports

Realtek High Definition Audio

• Driver Details: Up to date
• ProviderRealtek Semiconductor Corp.
• NameRTKVHD64.sys
• Version6.0.9285.1
• Date12/21/2021

The Realtek Console was not installed by Windows. When I opened the Microsoft Store and searched for the app I could not find it. The closest app I found is called Realtek Audio Control (which has a blue instead of the previous gray tile). Do you want me to install that app?  If I don't need it I am good without it. 

Best, Florian

[AndrewG_Intel]

Hello FGH2

Thank you for your response and for your efforts in this matter.

I'm glad to know that the front jack and the sound device work fine with the driver "6.0.9285.1".

In regards to the Realtek Audio Console and Realtek Audio Control, I just checked on the Microsoft* Store and it seems that the Realtek Audio Console is no longer available. Based on searches on third-party websites or using the "direct download link" to the Microsoft Store for Realtek Audio Console, it is actually redirecting to download the Realtek Audio Control. On previous tests, the app Realtek Audio Console was always automatically installed on the system once an Internet connection was active and working, but we used to be also able to search it on the Microsoft Store and manually download it.

Since I couldn't find official information if the Realtek Audio Control is an "updated version" or a new, and completely different app, please allow me to check this further. My understanding is that the app is not needed for the audio to work, but just to configure some features.

I will be posting back as soon as more details are available.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello FGH2

Thank you for your patience in this matter

After reviewing this further, we weren't able to find anything related to other Realtek applications. Therefore, our recommendation is to stick with the driver only (that's what we have validated), and since you mentioned the sound works as expected in this configuration and you also said "you are good without the app", then, you can just leave it this way using only the driver.

If you have any other inquiries, please don't hesitate to contact us back. Or if you think we can consider this request solved, please let us know. I will be looking forward to hearing back from you.

Best regards,

Andrew G.

Intel Customer Support Technician

[FGH2]

Thank you, Andrew.

Okay, I stick with the current solution. It's fine and a lot better than what I had before.

I really appreciate your research and engagement in this matter. Kudos!

[AndrewG_Intel]

Hello FGH2

We are checking this thread and we would like to know if you were able to review our previous post. If you need further assistance, please do not hesitate to contact us back.

Best regards,

Andrew G.

Intel Customer Support Technician

[itsme]

@AndrewG_Intel  I want to add one other point, that for some reason after a BIOS Update from 0065 to 0067 or  after a downgrade from 0067 back to 0065, because the LED Software controls do not work with 0067,  the front audio port also gets messed up. No Audio output was available after the BIOS update or downgrade.
Yesterday I downgraded BIOS to 0065 and had to reinstall the audio driver. I used the same procedure as usual, disable Internet access because of stupid WU driver updates, deinstall and reinstall driver.

[AndrewG_Intel]

Hello @itsme

Thank you for posting on the Intel® communities and for sharing this information. However, it seems it is a different issue and/or different root cause of the problem.

Everyone's situation and environment are unique. So, if you need more assistance in this matter, we kindly recommend creating a new thread to isolate your case and system configuration, please make sure you add the information of the system model and specs, detailed information about the problem that you are having, plus all the information that you have added to this thread, so we can get more information about the problem.

Thank you for your understanding; hope to hear from you soon.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello FGH2

We have not heard back from you so we will proceed to close this thread now. If you need any additional information, please submit a new question as this thread will no longer be monitored.

It has been a pleasure to assist you.

Best regards,

Andrew G.

Intel Customer Support Technician