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Dell forum: XPS 13 Ultrabook:No sound when lock screen

by: california707 March 17, 2012 11:29 PM PDT

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XPS 13 Ultrabook:No sound when lock screen

by california707 - 3/17/12 11:29 PM

I've already turned in/exchanged one new laptop that had this exact issue, this is the second brand new laptop with this issue.


More specific:no sound *to the headphones* when I lock the screen. However the speakers work fine.
As soon as I lock the screen all sound to the headphones cuts out,then I have to re-start the computer to get sound back to the headphones. I'll reiterate: this does not effect the speakers.<div>
Here's what I've done:
-I've updated the drivers via my online Dell account.
-Unplugged/plugged headphones back in
-checked/rechecked every sound setting ad-nauseum
-ran the Microsoft hardware trouble shooting software via Dell.com site.

I'm at a loss, also for the price I paid for this laptop I expect everything to work; even something 'minor' as this is a deal breaker for me. This is a fantastic machine otherwise so I'd really like to keep it.

So any help appreciated.

-Thanks
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re: xps13 no sound when lock screen

by Dell-Jesse Dell staff - 3/19/12 11:54 AM

In Reply to: XPS 13 Ultrabook:No sound when lock screen by california707

California 707,

My name is jesse leonard and I work for the Dell Social Media Team. You mention that when you lock your system the headphones do not work. Thanks for pointing this out. I'll try to replicate the behavior and see if it's a simple setting miss. It sounds like you covered all the bases. So most likely I will escalate this to engineering and keep this thread updated.

Thanks,
Dell-Jesse


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Resolved

by california707 - 3/19/12 4:48 PM

In Reply to: re: xps13 no sound when lock screen by Dell-Jesse Dell staff

Called tech today and the tech installed a 'Windows native' sound driver, apparently the Dell driver doesn't work 100% properly. I don't know how to mark this thread as 'resolved'.


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Getting Windows native driver

by mlb01720 - 5/3/12 11:38 AM

In Reply to: Resolved by california707

How can I get the Windows native driver and install it to fix this same issue on my XPS13? Thanks.


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driver

by california707 - 5/3/12 4:46 PM

In Reply to: Getting Windows native driver by mlb01720

Go to your online dell account, they've updated the driver and resolved this issue.


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re:xps13 headphone

by Dell-Jesse Dell staff - 3/19/12 12:16 PM

In Reply to: XPS 13 Ultrabook:No sound when lock screen by california707

California,

Can you tweet to @dellcares with your contact info, name, service tag, email address and phone number or go to facebook.com/dell and hit the support link? You can then you can start the message off with "please forward to Jesse L.

Thanks,
Dell-Jesse L


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Jesse

by california707 - 3/19/12 1:47 PM

In Reply to: re:xps13 headphone by Dell-Jesse Dell staff

Thanks Jesse, I've been in contact with three Dell techs last night and they remotely changed settings on my machine(also factory reset),with no resolution. I will be calling again today.

I do have a case # & I was informed that this issue is "close to becoming a known issue".

Like I said: I'd really like to keep this machine but if this cannot be resolved I'll reluctantly return it and consider another make/model.


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re: no sound from headphone

by Dell-Jesse Dell staff - 3/20/12 7:19 AM

In Reply to: Jesse by california707

Thanks for the update

No sound from headphones if screen saver is engaged, screen is locked (Windows key + L), lid closed when set to "take no action" when lid is closed, or CTRL+DEL+ALT/lock workstation. No sound from speakers with headphone plugged in under this scenario until headphones are unplugged. Then sound from speakers starts immediately, but sound will not come back to headphones if they are re-inserted, either from the locked screen state or from within Windows after logging back in. Must perform a full system reboot to get sound back from headphones.

An updated sound card driver A01 will be available soon for download from www.support.dell.com


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