Audio stutter/crackle/pops on 12th gen processors

[TomPotter1986]

Hi,

I've had an audio problem since buying two new Dell computers this winter: one has an i5 processor, and the other an i7, both 12th gen. When playing music, either from a harddrive or streamed from Amazon, I get the crackle/static sounds every so often (sometimes frequently, sometimes infrequently, sometimes when I open or use a browser or other application). The problem is particularly bad with the Amazon music app, but also occurs playing files with MusicBee. My old computers (4th gen i7 and 5th gen i5), had no such problems, ever. I also have a newer laptop, an 11th Gen i5 running Windows 11, which has no problems. 

I have noticed other people on the internet with the same issue, but in some cases they were able to resolve it by assigning audio processes to different cores or other complicated (and inconvenient) fixes, but the issue seems to only be known to a few people on audio forums, usually trying to play to audio through a USB DAC, which is what I am doing. I've tried two different DACs, different stereo systems, etc. I talked to Dell for an hour on the phone, did BIOS update and all manner of driver updates, tried all the usual things people recommend on Microsoft support forums, etc. The next step would have been sending the computer back to Dell, but it happens on both my new Dell computers (Inspiron and XPS).

Because it doesn't happen on older gen processors, or on my Gen 11 Windows 11 laptop, I am left to conclude it's an issue with the 12th gen processors. Running LatencyMon shows system processes causing DCP lag and recommends checking for BIOS updates or power management issues. This happens on both my 12th gen computers.

I mostly want to bring it to attention to Intel community; I've given up trying to fix it myself, I've wasted hours upon hours on it. And that shouldn't be necessary; the old computers have no problem: it just works.

[Jean_Intel]

Hello TomPotter1986,

Thank you for posting on the Intel️® communities.  

To have a better understanding of your issue, please provide me with the following:

• Is the issue present since day one? If not, when did the issue start?
• How are the audio devices connected to your laptop? Are they using an Audio jack, HDMI, or Display port?
• What is the model of the audio system you are experiencing issues with?
• For more detailed information about your laptops, please, create a report with both units using the Intel System Support Utility (Intel SSU)  
  • Download the Intel SSU (https://www.intel.com/content/www/us/en/download/18377/25293/intel-system-support-utility-for-windows.html)
  • Open the application and click on "Scan" to see the system and device information. By default, Intel SSU will take you to the "Summary View". 
  • Click on the menu where it says "Summary" to change to "Detailed View". 
  • To save your scan, click on "Next", then "Save". 

Also, it is important to mention that the processor is very unlikely to be the root cause of the issue. The audio issue may be caused by a driver issue. If you want, you can do a test of your CPU to confirm that everything is running fine:

Intel® Processor Diagnostic Tool. (Intel IPDT) 

• Download the Intel PDT
  • Once installed, the Intel® PDT starts testing the processor using the default configuration. Two windows might appear to show the test is in progress.
  • When the Intel® PDT completes, the testing status will display either a PASS or FAIL.
  • Alternatively, you can open or save the test results file every time after the test run by clicking on file > view results file, file, then, save as to any location you specify.

Best regards, 

Jean O.  

Intel Customer Support Technician

[Jean_Intel]

Hello TomPotter1986,

I hope you are doing fine.

Were you able to check the previous post?

Let us know if you still need assistance.

Best regards, 

Jean O.  

Intel Customer Support Technician

[TomPotter1986]

Hi Jean,

Thanks for your reply, I am glad that it's very unlikely to be the processor causing the problem. The issue was present from day one on both my new Dell desktop computers, or very soon after I got them, as best I can remember. The audio device is Topping e30, connected by USB. I have also tried Roland Rubix 22 connected by USB, and experienced the same problem. I have the Topping e30 connected to a Sony stereo receiver using RCA connectors, but I have also tried using a Panasonic boombox with 3.5mm input, and it had the exact same issue, so I don't think it's a receiver/speaker issue. Both the Topping and Roland have drivers which I have installed and tried reinstalling, but that did not fix it.

The problem is not always consistent, and sometimes works mostly without issue until about five, ten, to twenty minutes of listening. But it never occurs on my laptop computers (11th gen and 5th gen), with the same USB audio DAC drivers installed.

I tried the processor diagnostic test on both computers, both got a Pass. I ran the intel SSU on each as well: and will attach the files. Thanks again for your help.

Tom P

[Jean_Intel · Accepted solution]

Hello TomPotter1986,

I appreciate your comment.

Since your audio issue is present when you use a USB or Audio Jack 3.5mm., our recommendation is to contact your Original Equipment Manufacturer (OEM). They will have more information about how the USB and audio jacks connection work and will provide you with proper troubleshooting steps to solve your issue. Keep in mind that OEMs perform customizations to their products, and sometimes they limit the hardware to meet their system expectations.

Best regards, 

Jean O.  

Intel Customer Support Technician

[TomPotter1986]

Thanks Jean,

I will perhaps contact Dell again to see if there is any reason the USB connection would have this problem. Dell was not able to solve the problem remotely; the next step in that ticket was to return the computer for testing.

Just to clarify, I didn't have this problem with connecting a device via 3.5mm jack directly to the computer, but rather from the RCA output on the DAC. In all cases the setup was a USB cable from computer to DAC, then RCA-type output on the DAC to the amp/boombox.

Thanks for your responses.

Best regards,

Tom

[Sir_Avalon]

Hi, 

Ik have exactly the same problem. 

I use HP for years with audio and streaming to DAC. 

8th, 9th and 10th gen, no problem. 

Now with 12th, stutters and sometimes distortion. 

I changed HP models , Elitedesk to Z2 Workstaition....... All the same problem (windows 11) 

I am going mad here  

Kind Regards, Rene

[jsfjt]

All -- Just finding TomPotter's thread in my quest for a solution for (almost) the same issue. I'm getting "static" too, though through the headphone jack. Am considering trying a USB DAC to hopefully eliminate the stubborn noise and for the benefit of better audio; Gotta wonder though as both paths would be through that CPU. I actually suspect Realtek; latest drivers are installed but no relief.

As well, I've never had this problem before.

This is windows 11 HP AIO with the i7-12700T. Using Intel's UHD Graphics 770 on the I7 the NVIDIA® GeForce RTX™ 3050 that's included in the system (relevant?). Lengthy sessions with HP support were anything but helpful.

Peace,

Jeff