Realtek doesn't auto-detect change of connection on 3.5mm front audio jack (actually doesn't detect ANY new connection once working one changed)

[help1]

Intel NUC 8i5BEH4 (less than one week old)

Windows 10 Pro 1903

Front audio jack works fine on first boot up - with either speaker or Bose headphones.

But swapping between them while the PC is running seems to disable the jack (no connection sensed, nothing pops up from Realtek to ask/select what I'm plugging in, and the only sound choices showing in Windows Sound are my two monitors).

Have run the Driver and Support Assistant, updated BIOS and drivers, also uninstaller Realtek drivers completely, then reinstalled using the Driver and Support Assistant, but the issue remains.

I have found one workaround - call up the Realtek Audio Console and in "Device advanced settings" manually either:

1. Toggle the jack detection on and off, and/or;
2. Change the Front Panel selection between Mic in, Headset, Headphone (ending on Headphone)

Which seems to restore the jack detection and audio resumes through whichever output device is plugged in.

Any clues as to where I should troubleshoot this to make it automatic?

Thanks!

Robert

[Alberto_R_Intel]

3000022811451.565005989455448E12, Thank you for posting in the Intel® Communities Support.

You mentioned that the drivers and BIOS are up to date, the latest BIOS version for the Intel® NUC is 0073, is that the one currently installed?:

https://downloadcenter.intel.com/download/28951/BIOS-Update-BECFL357-86A-?product=126148

Please install the Intel® Chipset driver version 10.1.15.1:

https://downloadcenter.intel.com/download/27998/Intel-Chipset-Device-Software-for-NUC8i7BE-NUC8i5BE-NUC8i3BE?product=126148

Also install the Intel® Management Engine driver: 1909.12.0.1236

https://downloadcenter.intel.com/download/28215/Intel-Management-Engine-Consumer-Driver-for-Windows-10-64-bit-for-Intel-NUC?product=126148

Is the Realtek* High Definition Audio driver version 6.0.8716.1 the one that you installed previously?:

https://downloadcenter.intel.com/download/28433/Realtek-High-Definition-Audio-Driver-for-Windows-10-64-bit-for-NUC8i7BE-NUC8i5BE-NUC8i3BE?product=126148

In reference to your inquiry, as long as the BIOS options are set to default values, the detection of a device on the 3.5mm audio jack should be done automatically.

If after trying the steps above the problem persists, that will indicate that this could be a hardware issue, most of the stores have 30 days of warranty but you will need to confirm that directly with them.

Regards,

Alberto R.

Intel Customer Support Technician

A Contingent Worker at Intel

[help1]

Thanks for the detailed help, Alberto!

I've just run a scan to confirm:

BIOS is:073 (currently installed)

Realtek driver is: 6.0.8716.1 (currently installed)

I then installed the Chipset driver above, and also the Management Engine driver.

Restarted device.

Same issue presents.

I also discovered the "Speaker" detection may stick for only the first swap between external speakers and headphones on that jack after a restart, though this is erratic, I cannot reporduce it consistently after a restart. Almost every time, whatever I have plugged in at restart will work perfectly, but any swap will "undetect" whatever is plugged in UNTIL I go to Realtek Audio Console and manually toggle the type of device connected, then it will work. That doesn't sound at all like a hardware issue to me! Much more likely to be a Realtek problem?

Thanks for the troubleshooting help :)

[Alberto_R_Intel]

3000022811451.565005989455448E12, You are very welcome, thank you for sharing those results.

Since the problem persists after trying the steps above, then what we recommend is to get in contact with the place of purchase to replace the Intel® NUC.

There are no known issues reported in reference to the Realtek* High Definition Audio driver not working properly, that is why it seems that the problem could be related to the Intel® NUC itself, the 3.5mm audio jack might be defective and a replacement will be necessary for this scenario.

Regards,

Alberto R.

Intel Customer Support Technician

A Contingent Worker at Intel

[help1]

Hi Alberto - thanks again for the support. I really didn't think it was ahardware issue, so I uninstalled the Realtek Audio Driver (using Device Manager --> Sound --> Uninstall this driver and delete software).

On restarting the PC, the socket now continues the audio output through the audio jack even if I pull out the headphones and insert the external speakers.

Looks like the Realtek Audio simply reinstalled itself on startup (shows up again in the device manager), so I don't know what was going on!

Hopefully it is stable now :)

Thanks again for reassuring me that it *should* work.

[Alberto_R_Intel]

Hi 3000022811451.565005989455448E12, You are very welcome, thank you very much for sharing those updates.

Yes, Windows* does install different drivers, those are called "inbox" drivers and normally they get installed by running Windows* updates.

If Windows* installed the Realtek* High Definition Audio driver automatically, it means that currently, you are using the driver provided by Microsoft. You can always keep using that driver, as you mentioned, it should be stable now.

If for some reason the issue happens again, please let us know so we can further assist you.

Any other inquiry, do not hesitate to contact us again.

Regards,

Alberto R.

Intel Customer Support Technician

A Contingent Worker at Intel

[help1]

Hi Alberto - that makes sense.

Just in case anyone else has the same issue, the driver now installed (looking in Sound controllers in Device Manager) is still called Realtek(R) Audio [NOTE: doesn't say High Definition in Device Manager list, but does in details of properties] and the driver version is 6.0.1.8633 dated 12/02/2019

It's definitely stable now :)

[Alberto_R_Intel]

Hi 3000022811451.565005989455448E12, Thank you very much for providing that information.

Perfect, excellent, it is great to hear that the 3.5 mm audio jack is stable now and the Intel® NUC is working properly.

Thank you as well for sharing the driver version installed, that information will be very helpful for all the peers viewing this thread.

Any other inquiry, do not hesitate to contact us again.

Regards,

Alberto R.

Intel Customer Support Technician

A Contingent Worker at Intel