Advanced Audio Troubleshooting

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Welcome - Getting Started

This document contains information about the Advanced Audio Troubleshooting.

This 60-minute module will reinforce basic troubleshooting theory, using audio hardware and softwareexamples.

RTS Dates: Americas- 03/12/2007

Departments: Dell International Services

Authors: Heath Huff

ContributingSources:

Eileen HughesLaurence MayLee BrunsBobbie MattordSue Ann KendallGregory WilsonChelsea Paul

Contacting Dell:To contact Dell regarding issues with thistraining material, click the following link:Feedback .

Information in this document is sub ject to change without notice.

October 2006 Dell Inc. All righ ts reserved. Rev. A00

Reproduction in any manner whatsoever without the written permission of Dell Inc. is strictly forbidden.

Trademarks used in this text: Dell, the DELLlogo, and Dimensionare trademarks of Dell Inc.; Intel, Pentium,and Celeronare registered trademarks of Intel Corporation; Microsoftand Windowsare registeredtrademarks of Microsoft Corporation;AMD, Opteron, and PowerNow!are registered trademarks of AMDCorporation.
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Other trademarks and trade names may be used in this document to refer to either the entities claiming themarks and names or their products. Dell Inc. disclaims any proprietary interest in trademarks and tradenames other than its own.

Printed 8/16/2007 7:31:28 PM Advanced Audio Troubleshooting For Dell Employees Only

Expires 8/17/2007 7:31:28 PM Welcome - Getting Started This document is Dell Confidential

Using this Material

The following sections provide information to help you effectively use this training material.

Navigating the MaterialTo navigate through this course, select topics using either the left navigation menu or the Previous/Nextbuttons at the top right corner of each page.

This course is designed to be completed in the order in which the topics are presented. However, refreshertraining can be accomplished in any desired order.

Important SymbolsThe following symbols are used to emphasize important notations in this material:

A NOTEindicates important information that helps you make better use of your computer.

A WARNINGindicates either potential damage to hardware or loss of data and tells you how to avoidthe problem.

A CAUTIONindicates a potential for property damage, personal injury, or death.

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mailto:[email protected]://www.adobe.com/products/acrobat/http://www.adobe.com/products/acrobat/http://www.adobe.com/products/acrobat/http://www.adobe.com/products/acrobat/mailto:[email protected]://www.adobe.com/products/acrobat/


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Expires 8/17/2007 7:31:28 PM Using this Material This document is Dell Confidential

Course Introduction

TIME: This module requires 60 minutes.

GoalFor experienced resolution experts, this module is a review of troubleshooting theory using audio hardwareand software examples.

ObjectivesGiven the information from this course and available tools, you will accomplish the following objectives:

You will use your knowledge of the audio subsystem to create a troubleshooting plan for anexample customer issue. Your answers will match the guide with 100% accuracy.

You will analzye example scenarios and decide which troubleshooting steps and resources areapplicable. Your answers will match the guide with 100% accuracy.

You will prioritize isolation tests to address a given problem. Your answers will match the guide with100% accuracy.

You will demonstrate knowledge of your available device-specific resources. Your answers willmatch the guide with 100% accuracy.

Whats in It for Me?Audio hardware and software are an integral part of a computer system for 99% of modern customers. Yourability to resolve audio issues is critical to your success as resolution experts.

In addition, this material will be included in the practical and written exams that are part of the requirementsfor becoming an Advanced Resolution Expert.

About ScopeThe content of this training is informative in nature only and may contain information about technical issuesthat is beyond the scope of support for your team. This training is not intended to reflect any supportboundaries. Refer to DSN to ensure that you are following proper guidelines for support.

Required Materials

Access to the Internet and Dell intranet

Workstations with speakers and/or headphones

PrerequisitesBefore starting this training, all participants should have:

Completed CTS New Hire training


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Received ARE training approval

If you have not fulfilled these requirements, you may not be able to successfully complete this module.

Special Note to Our Outsource Partners

As a Dell outsourcer, you have agreed to deliver on certain critical metrics.

To provide you with every opportunity to meet or exceed these metrics, we have agreed to sharesome best practices with you, developed by Dell and its consultants. This training modulereflects these best practices.

These best practices are Proprietary and clearly marked as Dell Confidential.

They cannot be shared with other third parties without Dell's express written permission. You arefree to use these best practices from Dell or any other equal or better practices so long as youmeet or exceed the required metrics.


Expires 8/17/2007 7:31:28 PM Course Introduction This document is Dell Confidential

Troubleshooting Review

Quick ReviewDon't let yourself become complacent. Remember the basic troubleshooting model can be applied to almostall technical issues.


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Troubleshooting Model

Envision the Relevant SubsystemPicture the hardware and software components you'll be dealing with in the audio subsystem: sound cards,cabling, speakers, headphones, microphones, drivers, playback software, mp3 files, and others.

Probe and Define the ProblemBefore you can troubleshoot a sound problem, you have to find out what the real problem is. Don't assumeanything. Ask your customer questions to encourage further description and help you logically define theproblem.

What exactly is happening?No sound? Poor sound quality? Sound from some speakersand not others? Sound in one particular application? Be sure to restate the problem forcustomers to be sure that you and they are on the same page and you have an accurate ideaof what's happening to the system.

When did it first occur?Did you make a recent change to the hardware or software in yoursystem that preceded the problem? Any new hardware or software?

When exactly does the problem occur?Is there a trigger? Does a specific sequence ofevents always lead to this problem? Does it only happen when playing CDs, or MP3s andWindows Audio files as well? Is it the same when you use your headphones vs. your externalspeakers? Try to narrow down the amount of hardware and software involved.

Isolate Potential CausesOnce you've got a short list of potential causes, isolate them one by one in a logical order.

Swap suspect parts with known good components if possible.

Use msconfig and the control panel to disable any unnecessary applications.

Disconnect any unnecessary external devices.

NOTE:Remember, an isolation test is only valid if it tests a single point of failure. For example, if you're testingthe external speakers, unplug your headphones and vice versa. If your monitor has built-in speakers,unplug those as well. Ensure that the only device available to amplify sound is the component you're


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interested in testing.


Expires 8/17/2007 7:31:28 PM Troubleshooting Review This document is Dell Confidential

Envision the Subsystem

Take a minute to review the following hardware and software points of failure from the audio subsystem toset your frame of reference.

Hardware

Sound CardA sound card is an expansion board that allows a computer to manipulate and output sounds. All portableDell computers ship with integrated or onboard sound. In other words, their sound cards are built into theirsystem boards. Dell desktops ship with a mix of onboard (lower-end) and PCI/PCIE expansion (mid-range tohigh-end) sound cards. External sound cards do exist and are usually used for specialized multimediaapplications and high-end gaming on portable systems, though they are not limited to these uses.

Sample Sound Card

Simply knowing whether or not your customer is satisfied with onboard sound capabilities orpurchased/upgraded to a machine with a higher-end expansion sound card can tell you a lot about whatyou're working with. The number of peripheral devices involved and the demand on those devices usuallyincreases with the capabilities of the sound card.

Speakers & Headphones


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If you want to hear what your sound card is outputting, you're going to need speakers of some sort.Customers will have speakers ranging from those built in to some monitors and all portables to multi-speaker surround sound systems. Many will frequently use headphones as well.

Sample Speaker System

Keep in mind that all speaker systems are similarly installed and configured--that is, they are connected tothe sound card with one or more cables and then software is manipulated to accomodate the installation.The major difference between plugging in a pair of headphones and fine-tuning a surround sound system issoftware complexity. The hardware itself is fairly simple.


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Sample Headphones

Cables and ConnectionsWhen peripherals are involved, you're usually dealing with cables. In this case, speakers, headphones,microphones, or other peripherals, all require cabling to connect to the sound card. The more peripheralsused, the more cabling required, and the more likely a cable or connection can cause problems. Don't forget

that there is a vital connection between the sound card and the sytem board inside the case.

Sample Cables

Software

The Windows Operating SystemFor the average user, the operating system is their interface to their computer's audio capabilities. It controlsthe system sounds and volume, as well as directing any and all installed hardware. It provides or managesdrivers for all hardware and peripherals, and provides a launching point for any multimedia applications theymight use to manipulate or enjoy audio files.


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Windows Audio Control Panel

Use the Device Manager (shown below) to check for recognized hardware and the Sounds and AudioDevices section of the Control Panel for basic settings. Make sure critical updates to the operating systemand its components are installed. Verify that the customer has the latest audio codecs for Windows MediaPlayer.

Multimedia Software ApplicationsMost sound cards and other hardware peripherals will ship with software from the manufacturer. Countlessthird-party programs output sound as well, from iTunes and mp3 players to online video games. Theconfiguration settings of each of these may affect audio output. Check these applications for compatibilityissues, updates, and known issues.


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Windows Media Player

Hardware Drivers & FirmwareSound cards, speakers, microphones, and other peripherals require drivers and/or firmware. Check with themanufacturer for driver/firmware updates and use available Windows tools to verify that the driver is installedand functioning properly.


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Windows Volume Control Panel

User PerceptionOne last thing to keep in mind: you may discover some users who believe they have an audio problemthough the system is operating normally. Try to find out how your customer wants the system to behave, andthen determine if such behavior is possible with their current equipment.


Expires 8/17/2007 7:31:28 PM Envision the Subsystem This document is Dell Confidential

Mr. Benitez's Problem

Scenario:Mr. Benitez just unpacked and set up his new XPS system. He's called you for installation andconfiguration help because he can't hear anything at all from his speakers. You tell Mr. Benitez not to worry,that XPS systems are a little more complex than some of Dell's other computers, but you're sure you canhelp him complete installation. You perform VA, and determine that he has an XPS 400 with the SoundBlaster X-Fi XtremeMusic Sound Card. In the text area below, create a troubleshooting plan to resolve hisissue.

Click here to reveal the suggested plan.

Question:Q: Which DSN article did you fi nd most helpful in creating your plan?

Click here to show answer.


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Expires 8/17/2007 7:31:28 PM Mr. Benitez's Problem This document is Dell Confidential

Audio Checklist

When diagnosing vaguely described audio problems, remember the following simple checklist to help youeliminate simple causes and narrow down the scope of the issue you're dealing with.

System VolumeCheck the Windows volume control panel. Don't waste time if all you need is to uncheck a mute checkbox orbump up a volume control.

Connections/CablesAll audio systems involve some simple connections. Its always a good idea to double-check your externalconnections:

Sample Sound Ports

1. TheAud io /Digital Output jack should be connected to your speaker system (centerchannel/subwoofer in Dolby 5.1 configurations).2. The Line Inputjack accepts a stereo output cable from an external CD player, FM tuner, MP3

player, etc.3. The Microphone Inputjack accepts a mono microphone input for audio recording.4. The Line Outputjack should be connected to your speaker system or headphones.5. The Rear Outputjack should be connected to your speaker system or headphones.6. The MIDI/Joystickinput is a proprietary connector used to connect joysticks or other MIDI

devices (with a converter).

NOTE:Once you've verified the external connections and basic configuration settings, you may decide to openthe tower and check the internal connection between the sound card and the system board. Don'tforget it on your connection checklist.

Audio DriversCheck the Control Panel. Your devices must be detected by the system, have the proper drivers installed,and be designated as the default device under Sound playback. Check the Device Manager. Your audiohardware controller has to be detected and have the proper drivers installed to function properly. Reseat thecard and reinstall the drivers if necessary.

Recent Changes


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Has your customer recently installed any new hardware or software that could be interfering with audioplayback/recording? Usually this problem will be detected in the control panel/device manager, but you mayneed to uninstall the software package or hardware device and check with the manufacturer ordocumentation for workarounds.

DiagnosticsDon't forget that many hardware and software products ship with accompanying diagnostic routines. Checkthe documentation for each component and DSN for instructions on running these tests and interpreting theresults.


Expires 8/17/2007 7:31:28 PM Audio Checklist This document is Dell Confidential

Customer Scenarios

Mr. Rogersis trying to listen to a CD, but can't hear any sound from his headphones, which are connectedto the front audio output jack on his system. In the space below, create a troubleshooting plan to resolve hisissue.

Click here to reveal a suggested plan.

Question to Consider:Q: If Mr. Rogers informs you that his headphones work fine when plugged into t he rear audio output

jack on his system, what would you suspect is the cause of his problem?

Click here to reveal the answer.

Question to Consider:Q: Which DSN article would help you troubleshoot this issue further?


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Component Isolation Procedure

Unplug all other sound amplifying devices such as headphones, built-in speakers, etc.Verify that the speakers are powered on, turned up, and connected correctly. Swapthem with known good alternatives.

Speakers

Remove or disable all other sound controllers. Verify that the sound card is detectedby windows, set to the default playback device, and has current drivers. Run anyaccompanying diagnostic routines. Swap the card with a known good alternative, ifpossible, or consider removing the card and reverting to integrated audio (procedure inDSN).

Sound Card

Try using an alternative audio playback program. If Windows Media Player is able toplay audio files normally, for example, then you know the issue is with the otherplayback application.

Audio PlaybackSoftware

Determining whether or not the OS is the problem is difficult, but you can performsome simple checks to ensure it isn't. Check the volume control panel to make surenothing is muted or turned down. Check the control panel and Device Manager tomake sure audio hardware is detected and set to the default playback/recordingprogram. Make sure the lastest drivers are properly installed for all devices. Verify withthe manufacturer that all hardware is Windows-compatible. Use msconfig for cleanboot troubleshooting.

Operating System

Test the cables one by one. Remove, clean, reseat, verify the jack is correct, thenswap with a known good alternative.

Cabling

One at a time, verify that any involved device drivers are properly installed. Reinstalllatest versions from the manufacturer or the Dell File Library (online atsupport.dell.com). Use msconfig to disable other drivers during testing.

Drivers

Don't forget the simple checks. Is the power indicator lit on the speaker system? Tryplugging the speakers into a known good outlet.

Power Source


Expires 8/17/2007 7:31:28 PM Isolation Tests This document is Dell Confidential

Mr. Scarpone's Problem


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Mr. Scarpone calls in and complains that he's not seeing any difference in sound from his old sound card tohis new one. After he installed the card and rebooted he did not receive any messages, and assumed thatWindows had automatically detected and installed the new hardware device. In the space below, list theisolation tests you would run in the order that you would run them.

Click here to reveal a suggested test order.


Expires 8/17/2007 7:31:28 PM Mr. Scarpone's Problem This document is Dell Confidential

Know Your Resources

Research is an effective tool for resolving error messages and unique situations. If you have a concretedescription, consult your online resources for answers. Even if you only know the computer and sound cardmodels, you can locate a lot of information quickly with just a little effort. The following training pages containdetailed information about various audio products and computer systems that Dell offers:

Desktop Sound Peripherals Training Page

Portables Multimedia Peripherals Training Page

Dimension Training Page

Inspiron Training Page XPS Training Page

New Product Training Pages

Take a few minutes and explore the kind of information available in the modules linked above. Knowingwhere to find information about specific products or components is a valuable tool during troubleshooting.

NOTE:Take a few minutes to visit the Dell Home Page and see the kind of products currently offered.
http://train.us.dell.com/training/new_products/Peripherals_Desktop/#soundhttp://train.us.dell.com/Training/New_Products/Peripherals_Portables/#multihttp://train.us.dell.com/Training/New_Products/Dimension/http://train.us.dell.com/Training/New_Products/Inspiron/http://train.us.dell.com/Training/New_Products/XPS/http://train.us.dell.com/Training/New_Products/http://www.dell.com/http://www.dell.com/http://train.us.dell.com/Training/New_Products/http://train.us.dell.com/Training/New_Products/XPS/http://train.us.dell.com/Training/New_Products/Inspiron/http://train.us.dell.com/Training/New_Products/Dimension/http://train.us.dell.com/Training/New_Products/Peripherals_Portables/#multihttp://train.us.dell.com/training/new_products/Peripherals_Desktop/#soundhttp://www.dell.com/http://train.us.dell.com/Training/New_Products/http://train.us.dell.com/Training/New_Products/XPS/http://train.us.dell.com/Training/New_Products/Inspiron/http://train.us.dell.com/Training/New_Products/Dimension/http://train.us.dell.com/Training/New_Products/Peripherals_Portables/http://train.us.dell.com/training/new_products/Peripherals_Desktop/


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Staying up to date on what customers are purchasing can help you prepare for future contacts.

Don't forget all your other resources: DSN, manufacturer's web sites, search engines, online user guides,support.dell.com ,and others.


Expires 8/17/2007 7:31:28 PM Know Your Resources This document is Dell Confidential

Research the Devices

Type your answers to the questions below in the spaces provided.

1. What are the Known Issues for the Sound Blaster X-Fi (Clapton)?


2. What sound cards are available on the XPS 710 (Mosport MLK)?


3. Is the Audio component of the Inspiron E1505 (Key Largo) an FRU or a CRU?
http://support.dell.com/http://support.dell.com/http://support.dell.com/http://support.dell.com/http://support.dell.com/


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4. What is the Integrated Sound Blaster Audigy HD (SE), and does it contain the EAX Console?


5. What sound expansion cards are available from the factory for the Dimension E521 (Shiner)?



Expires 8/17/2007 7:31:28 PM Research the Devices This document is Dell Confidential

Summary and Key Points

SummaryYou reviewed basic troubleshooting concepts using audio hardware and software examples. You alsoreviewed the audio subsystem's components, troubleshooting checklist, and isolation tests.


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Key Points

Envision the problem, probe and define the issue, isolate points of failure and eliminate them aspossible causes.

Check the Windows Volume Control Panel.

Check the cables and connections.

Check the Audio drivers.

Check the other Windows settings.

Inquire about any recent hardware or software changes or additions to the system.

Run manufacturer's diagnostics.

Run your isolation tests.

Research the problem thoroughly.


Expires 8/17/2007 7:31:28 PM Summary and Key Points This document is Dell Confidential

Advanced Audio Troubleshooting : Document

Outline


Expires 8/17/2007 7:31:28 PM Document Outline This document is Dell Confidential

Advanced Audio Troubleshooting : Document

History

Document History

Date Owner Page


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Requested By Reviewed By Approved By

Change

Date: 2006-10-16 Owner: Heath Huff Page:All

Requested By:Scott Rylander

Reviewed By: Approved By:Eileen Hughes

Laurence MayBobbie Mattord, editor

Changes: Created module based on existing course material. Took content from XPS Conversion:

Advanced Software Troubleshooting 2 (90 mins), shortened it to a 60-minute timeline, and removed theneed for a facilitator. Consumer

Advanced Audio Troubleshooting

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