12 Posts
1
9518
June 22nd, 2019 16:00
XPS 13 9380, crackling noise with headphones
I have recently purchased XPS 13 9380 and I would like to find out if somebody has the same problem with audio as me. When I connect my headphones there is a crackling noise coming from the left side of the headphones. I tried to change headphones and it does on all of them. However, the problem goes away for some reason when I keep the headphones connected and restart the laptop. Does anyone have any solution to this problem before I contact Dell support? Many thanks.
DD_IB
12 Posts
0
November 2nd, 2019 06:00
So it seems that the latest BIOS update has finally addressed the problem with the crackling noise. Everyone who has this problem try to update with the latest BIOS version, it resolved the issue for me.
Klukvin
3 Posts
0
June 27th, 2019 09:00
Klukvin
3 Posts
0
June 27th, 2019 10:00
I have this problem since February right after the purchase. It is now the last bios (updated 2 days ago via support assist). The latest version of the audio driver, although I have tried others. Occurs when playing sounds if there are no sounds, then there is no problem. online/offline not matter.
Dell-SreejithR
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3.4K Posts
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June 27th, 2019 10:00
Thank you for your message. Did this issue start after any recent Windows update or driver changes?
What is the version of audio driver installed?
Is the issue observed on both online & offline audio & is the intermittent when it occurs?
Please update the latest version of BIOS update available version 1.5.0
For my reference, please click on the message tab next to your avatar– click “New Message” & search for my Dell username (Dell-Sreejith R) & send a private message with the service tag, registered name & email address.
How to find the service tag
Dell-SreejithR
4 Operator
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3.4K Posts
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June 27th, 2019 11:00
Do you hear the crackling only when the AC adapter is connected or when it runs on battery power?
Run a dxdiag.exe from the run box & check if there is an error listed.
If you have WaveMaxx application installed, please disable the application & check if the issue persists.
Uninstall Realtek audio from device manager & run the system on native driver & check if the issue persists.
DD_IB
12 Posts
0
July 1st, 2019 05:00
Exactly the same. I have this problem since my purchase in April. Updated everything and the noise is still there. When I restart the laptop with headphones on it goes away until I unplug them again. I really like the laptop but this is really unacceptable for a high end laptop and there seems to be no fix for this. Should we contact dell support?
robert p
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9.4K Posts
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July 1st, 2019 08:00
Hi DD_IB,
Thanks for posting again. Apologies if the issue was not resolved with my earlier troubleshooting with you. If you could return to the private messages we've been sending, hopefully we can reach a resolution, so that there's not multiple postings for the same issues. Thanks.
OzzyJ
3 Posts
0
July 23rd, 2019 14:00
DELL-Chris M
Community Manager
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56.2K Posts
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July 24th, 2019 12:00
Did you =
* Install BIOS 1.50?
* Install Chipset 10.1.17903.8106?
* Install Realtek Audio 8673?
Did you uninstall the Waves MaxxAudio Pro Application, restart and retest?
Read through this, "How to avoid crackles and audio dropouts".
OzzyJ
3 Posts
0
July 25th, 2019 02:00
DELL-Chris M
Community Manager
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56.2K Posts
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July 25th, 2019 09:00
Test this...
* Turn the XPS 13-9380 off
* Disconnect the headphones
* Connect AC power to the left side TB3/USB Type-C port
* Turn the XPS 13-9380 on and immediately press F2 to enter the BIOS
* Go to System Configuration- Audio
* Remove the check from Enable Audio
* Exit the BIOS saving the change
* Once into Windows, restart the XPS 13-9380 on and immediately press F2 to enter the BIOS
* Go to System Configuration- Audio
* Add the check to Enable Audio
* Exit the BIOS saving the change
* Once into Windows, test headphone
Jonte_utan_Q
5 Posts
0
August 7th, 2019 10:00
Pressing F2 upon startup doesn't open up BIOS (or anything else for that matter) for me.
Jonte_utan_Q
5 Posts
0
August 7th, 2019 10:00
I entered "System information --> Audio" and disabled the entire audio and turned it on again after having exited bios and restarted the computer in accordance to your instructions - and it now seems to work! Thank you for your help.
/Jonathan
markwd
3 Posts
0
August 7th, 2019 12:00
I am honestly wondering if anybody found a lasting solution to this issue. I have been going back and forth on all fixes suggested here and elsewhere, and still end up with massive latency and crackling on any audio stream. At random times times it seemingly gets fixed, but then goes bad again. Tried uninstalling and installing drivers and software, as well as now this BIOS idea, nothing sticks.
At this point I am wondering if I should just try to return the machine, but that would be a shame, because on other aspects it fulfills my needs correctly. Really lost about what is the next step to take.
Jonte_utan_Q
5 Posts
0
August 7th, 2019 23:00
Agree. Enabling and disabling audio helped for one evening, this morning the issue reappeared. Feels really stinky to have this issue on such an expensive and otherwise decent device, and it's not something I will want to get used to. Also considering returning it based on this. I tried different audio driver updates, reinstalling drivers, updating Bios, checked AudioMaxx and now enabling/disabling audio and nothing seems to be a permanent fix.