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01-23-2017 09:44 PM
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  1. Lumious's Avatar
    I am having a pretty serious issue with audio on the SB. Once in a while no sound will play at all and its not like just sound doesnt play...Anything that has audio playback either crashes or freezes e.g. Winamp, Groove, Youtube, Soundcloud, Beatport, etc..

    In the action center i have a notification saying "Are you having sound problems? Open the audio troubleshooter."

    When i restart the computer it fixes the issue. I have reported it in the feedback hub.

    I am running the latest insider build 14390. And what scares me is there is hardly any known issues at this point and i havent seen this mentioned anywhere. So i am trying to figure out if it is the insider build or it is an issue with the SB itself. I need to figure this out soon before my 30 days expire from the time that i bought it.

    Anyone have this issue or know whats going on?
    07-16-2016 06:45 PM
  2. zerospace-net's Avatar
    I'll help you out. I don't do a lot of audio playback on my SB, but I'll fire up some music apps and see what happens. I will report back in a few days after I've had some time to play with it. I'm not on an insider build, so that should help you determine if the issue is related to the insider build or not.

    That aside, MS did just push out some audio driver updates .. did you get those? Did they install OK?
    07-17-2016 01:12 AM
  3. Lumious's Avatar
    I'll help you out. I don't do a lot of audio playback on my SB, but I'll fire up some music apps and see what happens. I will report back in a few days after I've had some time to play with it. I'm not on an insider build, so that should help you determine if the issue is related to the insider build or not.

    That aside, MS did just push out some audio driver updates .. did you get those? Did they install OK?
    Everything installed ok w/ regards to new updates and drivers. I have just reset my PC with the option to delete everything which is pretty much a clean install of the current build. I have not noticed the problem as of yet, i will let you know if it comes up again. And please let me knwo if you can duplicate the issue.
    07-17-2016 12:33 PM
  4. zerospace-net's Avatar
    Everything installed ok w/ regards to new updates and drivers. I have just reset my PC with the option to delete everything which is pretty much a clean install of the current build. I have not noticed the problem as of yet, i will let you know if it comes up again. And please let me knwo if you can duplicate the issue.
    Will do. So far, nothing, but I haven't had a ton of time to allow audio to play.
    07-18-2016 06:14 PM
  5. Lumious's Avatar
    i still have yet to duplicate the problem after the clean install but again just like you i am not listening to alot of audio.
    07-18-2016 07:44 PM
  6. Lumious's Avatar
    Ok so I just turned on my surface book this morning and the sound problem greeted me ugh. Same problem, had to restart the PC to fix it. So I am wondering if this is a software/driver problem that will be fixed in the future or if there is something wrong with my surface book. I think it is the former but need to decide in less than 15 days? something like that before my ability to return this thing expires. What do you guys think?
    07-19-2016 09:53 AM
  7. Dratwister's Avatar
    In case you cannot visit Microsoft store for exchange and you can work without SB for a while. I think you should send it back to Microsoft for a replacement (or refund).
    If you can visit Microsoft store, then head to there and ask for a replacement right at the store.

    Since this is not normal, and you're still in exchange period. I think you shouldn't take the risk and should return it back to Microsoft.
    07-20-2016 03:04 AM
  8. DCW1000's Avatar
    I'm not a big audio user from my Book, but I do have some external speakers set up that are driven through a Dock. I mostly use them just to play news feeds or old Blue Cheer, Seeds, and Spirit videos from YouTube. I have never had anything remotely like the issues you described. I also drive the same speakers from an Echo Dot using an A/B switch, but dead air just means I have neglected to push the right button to get the signal to the speakers. I have never seen the troubleshooting message.

    I would contact Microsoft about an exchange or return & repair. Good luck.
    07-20-2016 06:48 PM
  9. Lumious's Avatar
    I'm not a big audio user from my Book, but I do have some external speakers set up that are driven through a Dock. I mostly use them just to play news feeds or old Blue Cheer, Seeds, and Spirit videos from YouTube. I have never had anything remotely like the issues you described. I also drive the same speakers from an Echo Dot using an A/B switch, but dead air just means I have neglected to push the right button to get the signal to the speakers. I have never seen the troubleshooting message.

    I would contact Microsoft about an exchange or return & repair. Good luck.
    I really like my surface book and have little issues with it i dunno i almost feel like this happens so infrequently and a 10 second restart fixes it, is it even worth going through the trouble of exchanging it and then who knows if that surface book will ahve the same problem...you know, if it is a software issue with 14393. I almost want to install 10586 to find out but it's such a hassle not sure if i even want to do that.

    Thanks for all your imput though guys, was just seeing if anyone had the same/similar issue
    07-20-2016 09:46 PM
  10. Lumious's Avatar
    I kept having the problem so in order to see if it was the insider build or my hardware i decided to reinstall windows from scratch and install 10586 which i currently have running. So far no problems at all sound works fine. I have a feeling it was the RS1 build as the drivers for the audio got updated with the build when i checked device manager.
    07-21-2016 10:49 PM
  11. orlbuckeye's Avatar
    Well I've found issue with sound when I switch sound output devices and the default payback device. Typically i have to go into playback devices (right click on sound speaker icon in task bar and select Playback devices) and manually set what device is the default. I have to do this when I use the Mini HDMI cable, Microsoft Display adapter or a Bluetooth speaker.
    07-22-2016 10:24 AM
  12. Lumious's Avatar
    still no issues on 10586
    07-22-2016 04:11 PM
  13. DCW1000's Avatar
    still no issues on 10586
    Good news. Please report the status after you get the Anniversary Update next month (or whenever).
    07-23-2016 07:42 AM
  14. Lumious's Avatar
    Good news. Please report the status after you get the Anniversary Update next month (or whenever).
    Will do! I am almost positive it's connected with 14393 and not the Book itself now. I checked the driver for the speakers and it does upgrade to 10.0.14393 when i upgrade to that build. When i downgrade it lists the driver as 10.0.10586. I dont think this problem will come back but i wont be upgrading to RS1/Anv update until several cycles of patches and hot fixes come out.
    07-23-2016 07:58 AM
  15. stephanejap's Avatar
    Hey Lumious, I have been having the exact same issue (cold boot my SB and no sound, restart fixes it) for the past few days. I am on 14393 and this morning I decided to uninstall and delete all audio devices/drivers. I then manually downloaded the new firmware/drivers package from MS and did a manual install of the audio device with the option to "Let me pick from a list of device drivers on my computer" then "Have Disk". I then pointed the install to the HD Audio folder from the extracted package and installed those drivers instead. So far today, turned it off a few times just to see if the problem was still there, but all seems ok... I'll keep you posted if it shows up again, but working fine for now.
    Lumious likes this.
    07-24-2016 04:48 PM
  16. Lumious's Avatar
    Hey Lumious, I have been having the exact same issue (cold boot my SB and no sound, restart fixes it) for the past few days. I am on 14393 and this morning I decided to uninstall and delete all audio devices/drivers. I then manually downloaded the new firmware/drivers package from MS and did a manual install of the audio device with the option to "Let me pick from a list of device drivers on my computer" then "Have Disk". I then pointed the install to the HD Audio folder from the extracted package and installed those drivers instead. So far today, turned it off a few times just to see if the problem was still there, but all seems ok... I'll keep you posted if it shows up again, but working fine for now.
    thank you, glad to know i am not the only one with this problem.

    Not sure if i want to go through all that trouble but i may upgrade to the anv update 14393 again soon anyways...
    07-25-2016 07:39 AM
  17. stephanejap's Avatar
    thank you, glad to know i am not the only one with this problem.

    Not sure if i want to go through all that trouble but i may upgrade to the anv update 14393 again soon anyways...
    Scratch that!!! Just turned it on now and NO SOUND!!!! So maybe you wanna hold off on that upgrade and wait for anv. Maybe MS will have new drivers out by then. I tried...
    07-25-2016 06:09 PM
  18. Lumious's Avatar
    Scratch that!!! Just turned it on now and NO SOUND!!!! So maybe you wanna hold off on that upgrade and wait for anv. Maybe MS will have new drivers out by then. I tried...
    .5 released today and it doesnt look like they fixed anything. Please upvote my feedback in the feedback hub and post your own unique feedback thread. We need to get heard on this and get it fixed!
    07-25-2016 07:00 PM
  19. stephanejap's Avatar
    .5 released today and it doesnt look like they fixed anything. Please upvote my feedback in the feedback hub and post your own unique feedback thread. We need to get heard on this and get it fixed!
    Already on it!!! I wouldn't expect those minor build bump-ups to fix such a major issue anyway... I think I already posted on the feedback hub too. I'll upvote yours and here's my link:

    feedback-hub:?contextid=68&feedbackid=0a10d7c4-a0f1-4b21-afe6-f3db993a9a86&form=1&src=2
    07-25-2016 07:09 PM
  20. Lumious's Avatar
    Already on it!!! I wouldn't expect those minor build bump-ups to fix such a major issue anyway... I think I already posted on the feedback hub too. I'll upvote yours and here's my link:

    feedback-hub:?contextid=68&feedbackid=0a10d7c4-a0f1-4b21-afe6-f3db993a9a86&form=1&src=2
    When i was on 10586 i didnt have this issue at all...i recently went back to 14393.5 and now it came back almost every other time i restart the computer. Very annoying it seems almost no one has upvoted me on feedback hub (except 1) and havent heard of this issue anywhere. I tweeted directly to Dona Sakar hopefully she responds with some kind of answer.

    Please please if you have this issue post it here, post it in the feedback hub, tweet it! I can't be one of the only ones. This is microsoft hardware on a final version of RS1 (Oobviuosly fixes to come) but it seems pretty major to have this type of issue this late in the game. I would expect it on something like 14291 or smething like that.
    07-29-2016 07:55 PM
  21. stephanejap's Avatar
    When i was on 10586 i didnt have this issue at all...i recently went back to 14393.5 and now it came back almost every other time i restart the computer. Very annoying it seems almost no one has upvoted me on feedback hub (except 1) and havent heard of this issue anywhere. I tweeted directly to Dona Sakar hopefully she responds with some kind of answer.

    Please please if you have this issue post it here, post it in the feedback hub, tweet it! I can't be one of the only ones. This is microsoft hardware on a final version of RS1 (Oobviuosly fixes to come) but it seems pretty major to have this type of issue this late in the game. I would expect it on something like 14291 or smething like that.
    I also don't want to believe that we are the only ones with this issue. I have found a couple of other users reporting it on the feedback hub. I just up-voted all of them as well. Hope that attracts the appropriate attention...
    07-31-2016 03:43 PM
  22. Lumious's Avatar
    I also don't want to believe that we are the only ones with this issue. I have found a couple of other users reporting it on the feedback hub. I just up-voted all of them as well. Hope that attracts the appropriate attention...
    so its the same exact problem that i am describing? Surface Book boots up, no sound anywhere and when you try to play a youtube video or open an app with sound it either freezes, crashes, or fails to load (i.e. does nothing)?

    Then i get notification in the action center that says "Having problems with audio? Try the audio trouble shooter" or something like that. I have tried the troubleshoot and it does nothing it just keeps spinning and doesnt find anything.
    07-31-2016 05:37 PM
  23. marksasongko's Avatar
    I am also experiencing this problem with the anniversary update. The problem happens randomly every time I login into my computer and a reboot does the trick. Once audio is working, I don't think it ever stop working until I restart/sleep/sign-out/shutdown.
    Lumious likes this.
    08-05-2016 10:16 PM
  24. Lumious's Avatar
    I am also experiencing this problem with the anniversary update. The problem happens randomly every time I login into my computer and a reboot does the trick. Once audio is working, I don't think it ever stop working until I restart/sleep/sign-out/shutdown.
    EXACTLY! That is my experience to the T. It's random, happens about every 4th or 5th time (guesstimate?) that I boot up the surface book. When the audio is working it works until I shut down or log out. When it doesn't work nothing fixes it but a restart. Please submit this in the feedback hub, let MS know, tweet to Donna Sakar, make some noise so we can get this fixed. This is unacceptable on $3,000 MS Hardware with MS software!
    08-09-2016 07:50 PM
  25. Lumious's Avatar
    So I just got off the phone with MS Support. If this is TLDR for you, the answer is I got no help and the issue is not resolved.

    I opened up the contact support app and listed my problem, put in my serial for the SB, and read through the suggested fixes (did pretty much all of them). So I requested a phone call from MS. They called me and I told the guy the problem. He asked if he could take control of my computer to do some "in-depth" testing which I agreed to. This is the first time I had any of my computers controlled remotely and it is pretty freaky the first time you see your mouse pointer moving and someone else opening and closing windows and such. But I digress. He did all the basic stuff that I have done already but I let him do his thing and did not interrupt. He went into device manager to check the drivers for sound and check for updates (which they were all up to date). He check windows update for updates (up to date of course). Everything he did I already looked into. Then he put me on hold for a while a few times to consult with other MS tech support. And at the end he suggested I do a reset of the computer with the option to keep all my files. I told him that I would not do this as I have gone down this road before and it has not fixed the issue. Then he said lets try a soft reset with volume down and power. That of course "fixed" the issue because I restarted but I told him that it would just come back again. So after all that he just said that it was new software and it was probably just a bug which MS would likely fix soon. This is what I figured as well but it can't hurt to try. Also I did this mostly in an effort to get it logged somewhere and make some additional "noise". Hope that MS hears us and fixes this soon because there is no workaround, no solution that I can see. Luckily its not that big of deal more of an annoyance to have to restart all the time to temporarily fix a problem.

    Please keep my updated on your situations and if you have had any luck resolving this issue. And please up vote me in feedback and post your own! So far I have only found us 3 that have this problem so we need to make some noise!
    Last edited by Lumious; 08-09-2016 at 08:00 PM. Reason: Fixed typos
    08-09-2016 07:59 PM
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