XPS 8920 External audio device

I have a recording studio and do a lot of audio work.

First question, what programs are you using to "record" the audio?  If you don't have it I would suggest the free and popular "Audacity" recording program..

Second question, do you have "Stereo Mix" set as the Default Recording Device?  Most recording programs default to the Stereo Mix as the recording source.  

I'm sure we can get you going.  I've got users going many times in the past.

Thank you again for your reply, as you replied to me a few months ago and I appreciate it.

Goldwave has stereo mix, I tried that.  I do have Audacity and same issue the computer is not reconizing sound coming into the computer, but the sound plays on the speakers attached to the outline for the computer. I contacted Goldwave and he told me there are two driver updates for my audio which I am downloading.  I am disappointed with Dell, trying to charge me money to look at this issue, as its a new computer.  I will never buy a Dell product again, period.  If the download does not work, then its time to take to Geek Squad that I have.  I can not believe this computer, a 1000 dollar computer does not work with this external sound devices.  Thanks again, for writing, Mike

I have and use Goldwave.  Goldwave has stereo mix set as the source, however do you actually have the Stereo Mix set as default in the Sound Panel, Recording section?  Many new PC's do not have this set from the factory.  I had to set it in the new Inspiron Laptop I got a couple months ago.   On my desktop (home built) the last Realtek driver update did not set it as the default and I had to manually enable/set it as default.

On the other hand, if you don't have the Stereo Mix (a few do not), set the Line In as default recording device and then set Goldwave's source as Line In.  That will work, too.

Here is mine, for example.

Thank you again for the reply and time with me on this, as I have tried the Stereo Mix and that does not work. And neither does Audacity.   Dell Software want to charge me for them to look into this, as I think that is wrong.  I wrote to Dell about being charged and they referred me back to Software people.  I do have Geek Squad service, so maybe I will just bring it to them.  Again, I only have a few cassette I want to put on CD, which I have done before with my older computers, as my ASUS is still working.  It was the principle of getting this fix, as my ASUS is on its last leg  I am told.  Again, thank you for your help a month ago and now.  Frustrating .  Mike

I just thought I would update you with my latest dealings with Dell on the phone, as it got me no where.

They still want to charge me on this and that is so wrong.  I will never buy a Dell product again.  So I will take this to Best Buy with my software warranty.  Again thank you for your replies and help, it is much appreciated.  Mike

Software help is usually not free.  I don't think the Geek Squad software help is free either.  It has to be a setup issue.  If you are hearing it in the speakers then its a setup issue somewhere.

Keep me posted.

Thanks Fireberd..  Yes, that is my thinking, as I do not have the knowledge on how a computer should be when purchased, but I think there is something wrong with what I am trying to do, record from a external source, so in my opinion, Dell should take care of this.  Geek Squad is a reasonable yearly one time fee, for soft ware issues.  Runs about 120 a year.  Well worth it to me, as I have used them a lot in the pass.  Dell wanted to sell me service for a year, for 169, which is duplicate of Geek Squad, before they would look further into this.  Again, with my ASUS that I still have, but its life is not going to be much longer, since its 8 years old and my previous Gateway, never had a issue like this.  Plug in and record with Goldwave.  I tried another recording program, NCH, and that does not work.  Its a internal issue with the computer, that I did not know about, when I purchased this computer.  Anyway, thanks again for the help, as Dell is not going to do anything.  Service after the sale does not apply here, and I did not cause this. If I did, sure, I would pay, But the computer came to me, with this issue.

Best and I will let you know what happens.  I will take the computer into best buy after Jan. 1, as I can not be without a computer for a week, until then.  Mike

I understand, but it stinks in my opinion.

I am making progress, as Chris from Goldwave, said something and here is my reply and here is where the issue is:  I got it recording, but only for a minute.

Thanks again,

Mike

Hi Chris,

Thank you so much again for the help and reply, as you said some magic words, Windows Sound Recorder.

I google those words and saw to go to the speaker icon in the task bar. and check a item.

So recording device, stereo mix, properties, levels and the stereo mix level was Zero and the speaker icon was on off.

So, I put the level at 50% and turned on the icon.

Now Goldwave works!    Why could these Dell software people say to do this.

However, the recording level after a minute goes back to Zero.

Sometimes, only one channel records and sometimes in my testing, both channels will record.

In setting this level, only OK and Cancel buttons work, not Apply.

So, I am making progress, so it is a Windows Software issue, I would think.

I wont bother with Dell, as they still would want to charge me, as I think its about 50 for a one time service, but I do have Geek Squad and maybe they can go into the computer over the phone and see what it might be.

So, thanks again, I will let you know what happens.

Best

Mike

Michael Marmer

-----Original Message-----

From: Chris 

To: Michael Marmer 

Sent: Wed, Dec 13, 2017 7:26 am

Subject: Re: [#Dell Support Request#XPS 8920#OOW#InWarranty] <<#12670066-56150311-78265303#>>

Tell them you are using the Windows "Sound Recorder" accessory. That is included with Windows and rules out any "third party" software issues.

A hardware issue would be covered under the standard Dell warranty. However, this is not a hardware issue so the reason Dell wanted more.  HP, ASUS or whoever would be the same way.  Good that you have a software support contract with Geek Squad so it can be sorted out.

The problem with Realtek, as the sound level keeps going back to zero, so no recording.  When I change the level, I am getting recording.  But in a minute it goes back to zero. I have defective software from Dell, as they do not want to take responsibility.  I emailed Realtrek as Chris from Goldwave said they have had problems with this.  this is terrible.  Thanks again.  Mike

I have not encountered your problem.  I do support on other hardware forums such as www.tenforums.com and sevenforums.com and do not recall this problem.

However, you are convinced of the responsibility for your problem so nothing I can say will change that.  I doubt that Realtek will respond to your inquiry, they only deal with the manufacturers that use their products.

You can try the driver, direct from Realtek, as that is what I'm using on Win 10 and no problems.

www.realtek.com/.../downloadsView.aspx

Again, thanks for you previous help and reply.  That is what it is, on Recording, properties, the level goes back to 0, speaker icon turns off.  Geek Squad could not get it fixed and I doubt Dell will.  Again, I only have a few cassettes to convert and I will do that on my ASUS.  I wonder what Codec that has, maybe Realtek.  I understand what you are saying about software, but this was a defect on delivery, install by Dell, I gather.  So as person who buys products, I see this like a defect on a car, but I understand, its hopeless in getting Dell to take responsibility, as I was in sales for 20 years of products.  Yes, I am sure, since I am a little person in the total view of Realtek, I wont hear from them.  So, its hopeless, I have a computer that will not record, due to a defect in the Realtek program.  I have re down loaded the drivers, so many times.  I have put hours on this problem, and now I need to move on and forget this.

I can get for about 25 dollars, a device that will convert cassettes to MP3 that will transfer to the computer via a USB connection.  But I do not need to do that at this time.  So again, thank you for the replies, as this was the 2nd time I asked this question.  Now I know the issue.  Best, Mike

mlmarmer,

Our apologies that this audio issue has arisen. Just adding my opinion. Based on all of the above troubleshooting, it does appear that this is some sort of software/driver conflict (onboard RealTek ALC3861 driver + Operating System + Line In) issue. Any of the Dell hardware diagnostics we might run on the onboard RealTek ALC3861 will most likely pass. Which is why they sent you to software support. Although Dell never tested this, if it were my system, I would simply purchase from a local store a better discrete PCIe x1 sound card =

* Disable the onboard RealTek ALC3861 audio in the Device Manager
* Shut down
* Open the case
* Install the PCIe x1 sound card into one of the two PCIe x1 motherboard slots
* Close the cover
* Power on
* Install the PCIe x1 sound card drivers

The better PCIe x1 sound card and drivers might fix all of the audio issues. Of course, we cannot know until you or another XPS 8920 owner actually test it.

Chris,  Thank you for reply and help.  As I am glad I finally found someone who has verified with the owner of Goldwave that this Realtek has problems, with the sound level going to 0.  Yes, its a software issue, but I think it is unfair, for to have to pay Dell for software work, on a software item, that was istalled on this computer by Dell.  If I installed something after the purchase, I can understand I would have to pay for this, on a 1000 dollar computer.  I see this sound card driver is on Amazon for about 15 dollars.  I will give this a try.  So Thank you for suggesting a new sound card driver, as I was looking for something to replace the Realtek, as being a novice, I had no idea what to do.  I will let you know how this works.  Thanks Mike

Chris,

The one issue that I have with doing this, as there are 3 holes for the current sound card and the ones I see on Amazon have 5 holes, as sure, I only need the 3 outlets on the Dell, but, I am not sure how this all is going to fit into the back of the computer.  Hardware diagnostics passed the Software dept, 2 times before they wanted me to pay for the service of having something repaired that is not my fault.  

I have no problems getting the soundcard, but I am not sure how its going to fit into the computer.

Mike