Specific sounds not heard on PC calls ( receivers side)

[xrobwx71]

What I’m suspecting is you have an onboard Realtek chip on the motherboard. Usually, you can disable this in the BIOS but as you’ve shown, it doesn’t appear to be there.

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Hit start, type services, open services. Look for Realtek Audio Universal Service and disable it. Reboot. Do whatever method you use to get the mic working with the Children.

I would not disable everything related to Realtek but one at a time to pinpoint which one is the culprit.

Let me know.

[Rustys]

Something else to try is create a second user to log into a system and see of the issue replicates.

Might also attempt a clean boot and see if the issue persist.

https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

[Hiera]

I will try those 3 things one by one and let you know the results. I can only do it tomorrow so please kindly bare with me.

Rgds

[Rustys]

Thank you for letting us know looking forward to seeing the results.

[PeterOz]

Not wanting to add too much to over burden you.
Post #11 pic what option do you have (if any) with Microphone array.
Can you change and test.

[Hiera]

All right, I have some updates for you all… and quite interesting, meaning that I dont understand what happened. But let me go step by step:

Something has changed between Sunday and yesterday ( or well they day before yesterday because yesterday I didnt get the change to try anything)
Today before trying the latest suggestions that were posted here, I made a call and to my surprise my mother could hear my children at the beginning I thought she was kidding but no!

I do not know how that is possible, after all so far the things that I have done which is disabling Realtek and trying to uninstall it as shown on the print screens also with no success as it keeps coming back. But I guess somewhere something did change along the way.

What I have also noticed is that since that same moment I have a constant noise, very low true, not really bothering . Its a noise that sounds like static on the tv and that I can seems to come from the middle of the keyboard. I took a small recording. This noise was not there before and dont know where it could be coming from or if I should worry.

Anyway, I went ahead and Disabled Realtek Audio Universal Service, and restarted. After restart, Realtek was back.

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I also created a second user and tried, still the call went well.

Since I cannot really tell what made the sound issue apparently be gone, I am worried that it is going to come back the same way…

I had a look at the update history to see if during this time an update took place, and what I saw is that on Sunday this update was installed 2023-09 Cumulative Update Preview for Windows 11
and the below driver updates , which I guess they happened with the disabling/uninstalling and auto reinstalling that I did. Not sure though about the Dell extension. I have not intentionally done anything with it.
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Does any of this make sense to you? I mean I have spent 3 months with Dell Cust Service and they have done this and ask me to do it many times and it never made any difference.

Is it possible that after the Cumulative Update Preview update was installed it has added something that could help with it?

In any case I would still like to know how I could stop Realtek to keep installing automatically, just in case problem comes back and I want to go back to the High Definition Audio Device.

Also regarding PeterOz comment " Post #11 pic what option do you have (if any) with Microphone array." I am not quite sure what you would like me to change:

Do you mean if I have any other option different that the AMD Audio device to use as Mic Array? If that is the case, no I dont have any other option

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Or do you mean change something within the AMS AD Array? Here I dont have anything I can select there is only one format available.
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At this point and because the problem is ( im cautious here) ‘gone’ I cannot do the clean boot check, but I will keep that in mind should it return to see I can isolate when exactly happens.

Cheers!

[Hiera]

sorry I forgot the audio recording of this noise that has appeared… should i be concerned
you cannot hear it very loud but is that low cracking/static sound

Cheers!

[Rustys]

Could have been the update that corrected an issue.

Let’s let thing stay as they are and see where they lead down the road.

What is the laptop sitting on and when was the last time you cleared it for dust?

Mine sit on a cooling try and when it gets dusty is start making that sound.

[PeterOz]

Do you mean if I have any other option different that the AMD Audio device to use as Mic Array? If that is the case, no I dont have any other option

Correct because it had ad arrow which normally shows more options, Either not amd or to turn off the array.
But since it is working.
If it ain’t broke don’t fix it.

[Rustys]

Per user request reopened

Issue has restarted.

[Hiera]

Thank you for reopening the topic.

I will do the clean boot tomorrow and let you know if I find any of the processes causing it.

Laptop just sits on the table, no cooling tray or anything. They cleaned the laptop on the one of the visits to the repair center no more than 1 month ago.

[Hiera]

Ok I have some results after doing the clean boot :

I followed the steps and disable all the non Microsoft Services on the services tab and all the items on the task manager on the start up tab. I made a call and It was good.

I gradually enabled all the items on the list testing the sound in a call after each one, and call was always good. Even after all of the items were finally enabled.

I rebooted normally after this and called again… And problem was there once more.

So this made me think that if it is not something on the startup, maybe it was something on the services tab. With all of the non Microsoft services disabled, call is ok but if they are all enable it isnt. So again tested calls gradually enabling the services and I have identified " Waves Audio Services" as the one that when enable seems to make the problem come back.

[xrobwx71]

Excellent troubleshooting! (y)(y)(y)(y)

I’m assuming you left the Waves Audio Services disabled and it continues to work?

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@Rustys Thanks for getting us on the right track with the clean boot!

[Hiera]

Excellent troubleshooting! (y)(y)(y)(y)

I’m assuming you left the Waves Audio Services disabled and it continues to work?

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@Rustys Thanks for getting us on the right track with the clean boot!

That is correct. I have not re-enabled it since I finished the process and after another call a few minutes ago. It is still doing ok. Not really planning on doing it , On the contrary how can I make sure I can completely remove Waves ? And also I would like to make sure Realtek doesnt keep auto installing and I can install/uninstall it as I decide.

Cheers!

[Rustys]

Glad to see that progress has been made.

Since it is disabled should (notice should) stay that way until you reenable it.

Let’s get an installed program list from the minitoolbox.

Download MiniToolBox and save the file to the Desktop. Right click on the file and select Run as Admin

Close the browser and run the tool, check the following options.

List Installed Programs

Click on Go.

copy and paste the contents of the file called MTB.txt or attach the file to your next post.