Techies of Oppo, I need your help!

"Mercedes Streeter" (smart) 03/08/2016 at 16:51 • Filed to: Tales from tech...oh fuck you Realtek!

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Good afternoon everyone! Now here’s something very very very intriguing. As some of you know, I do (well, as of next week I won’t, but you get the point) Level II tech support. 98% of the time, I can solve an issue without issue, the first time.

However, I have met my match, and it’s a brand new HP laptop with Windoze 10.

The problem is that for the person who owns this laptop, their USB headset (call center environment) begins making a very loud and harsh static noise...at complete random. Checking the sound indicators on the PC, the “cause” of the problem is the headset’s microphone. However, something is causing the microphone to go absolutely nuts like this. Muting the microphone stops the crazy static.

But here’s the thing, it’s not the headset’s fault. Plugging the headset into ANY of the other Windoze 10 PCs in the office yields a perfectly fine working headset. And every headset I try is the same, works on every other of the 30 computers, but makes the screeching sound on this one particular computer.

Doing some research, I found out that this particular laptop has a Realtek sound card. And while Realtek does pretty well with sound card drivers, their sound OEM sound cards are absolutely DREADFUL with Windoze 10.

However, since this lady just bought the computer a couple days beforehand, I decided to err on the side of defect and told her to take it back and get a new one.

THE NEW COMPUTER DOES THE SAME THING.

So, next thing would be to kill all Realtek drivers and force the sound card to use a Microsoft generic driver. Reports of people with the same issue say that deleting the Realtek driver from the Realtek sound card will fix the issue. Nooooooope, no vice.

Fine, whatever, Maybe I’ll just update Windows 10 to the latest build? Ha, nope. Fiiiiine, the launch build? Also nope.

So what’s going on here? Did HP really saddle this computer to a sound card that just doesn’t work with the current/past builds of Windoze 10? I mean heck, I literally unboxed the new computer, so it’s not like she did anything to this one...but same problem as before.

I’m about to just tell her to get a refund and get an entirely different computer.

UPDATE: Taking advice from moejr, I just outright disabled the onboard sound card’s driver. It worked! Now comes the next challenge, figuring out why the onboard sound card doesn’t like USB headsets...

UPDATE 2: Well well well, that didn’t work either...disabling the onboard sound card only stops the screeching noise for like, 5 minutes...well it’s an improvement...right?

UPDATE 3: Management has decided to try a different brand of headset. In total, it seems that these headsets aren’t working with 15 Windows 10 computers (per the list I just received from management).

Have my favourite and most awesomely high-tech Porsche for your time:

RallyWrench > Mercedes Streeter 03/08/2016 at 16:55

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I can tell you a lot about that 959 if you want. The other stuff, not so much.

Wacko > Mercedes Streeter 03/08/2016 at 16:58

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find new drivers for the headset not the sound card. since the headset is usb, it might have it’s own sound drivers(they might interfere with the sound card)

Slant6 > Mercedes Streeter 03/08/2016 at 16:59

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What about a cheap usb sound card? It’s not like we’re doing audio production here so a cheap one could get you by.

Of course the included hardware should work, this is a work around.

MontegoMan562 is a Capri RS Owner > Wacko 03/08/2016 at 16:59

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I’m with Wacko

Mercedes Streeter > Wacko 03/08/2016 at 17:04

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Can’t. :( The headset (Plantronics .Audio478) will only work using its own embedded drivers. Trying to use another driver causes the headset to not work at all. I learned this from another Windows 10 related issue. lol

Mercedes Streeter > Slant6 03/08/2016 at 17:07

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That would be my workaround if it were my computer. :) Unfortunately, this computer belongs to someone else in the company (a remote user), so that isn’t an option.

Besides, she could just get a refund and get a different computer. :)

moejr > Mercedes Streeter 03/08/2016 at 17:09

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USB headsets have their own sound card built in. So they could go into device manager and disable the built in sound card since its not being used if its a usb headset. This should keep it from interfering with the headset.

It could also be a bad usb port. I have seen where bad grounding on the usb port caused weird issues like this. Try it in different ports and see if they all do the same. Try not to use the front or top ports since those are more likely to have issues than the ports on the back of the motherboard.

Mercedes Streeter > moejr 03/08/2016 at 17:11

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Yep! I know about the headset having an embedded driver! I never thought about simply disabling the main sound card drivers. BRB, let’s see what happens.

Also, the issue does happen with every USB port, sadly. :(

beardsbynelly - Rikerbeard > Mercedes Streeter 03/08/2016 at 17:12

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have you tried running it in legacy mode and putting 7 on there to rule out driver/OS issues?

That said, it sounds like a defect with the sound card or is needs some kapton tape to isolate the card.

MoFinWiley > Mercedes Streeter 03/08/2016 at 17:13

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Try forcing a COM port change...HP might have port issues with that version hardware (laptops have wonky COM port sharing)

Mercedes Streeter > beardsbynelly - Rikerbeard 03/08/2016 at 17:15

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Ooh that would be a neat idea! I wonder if she would let me put 7 on it? Unfortunately, company policy limits the things I can change (I’m not allowed to do anything that may affect personal data)...but since it’s a brand new computer, it’s not like there is any personal data she will lose.

I like the defect idea...only problem being it would be a batch issue, because this is actually the replacement computer (which is the exact same computer). Or, maybe just the computer is saddled with an incompatible sound card...which would really suck and reveals some holes in HP’s QA.

JawzX2, Boost Addict. 1.6t, 2.7tt, 4.2t > Mercedes Streeter 03/08/2016 at 17:16

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guaranteed solutions:

This image explains 100% of my experience with HP Laptops:

Mercedes Streeter > moejr 03/08/2016 at 17:19

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HOLY COW! That worked! Now, just to figure out why the onboard card is incompatible with the headset...

Mercedes Streeter > JawzX2, Boost Addict. 1.6t, 2.7tt, 4.2t 03/08/2016 at 17:32

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I’m legitimately surprised Dell isn’t in the top spot!!!!!!!

Biggus Dickus (RevsBro) > JawzX2, Boost Addict. 1.6t, 2.7tt, 4.2t 03/08/2016 at 17:38

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I’ve been pleasantly surprised by the X1 Carbon they gave me for work. In addition to technically/operationally being solid, I can fit my MacBook Air and work laptop in my work bag for longer trips without any issues. Prior to this is vehemently anti-Lenovo.

Biggus Dickus (RevsBro) > Mercedes Streeter 03/08/2016 at 17:39

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My Guess was the sound card drivers, clearly that is just a temporary fix.

Wacko > Mercedes Streeter 03/08/2016 at 17:42

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No older drivers on plantronics site?

Mercedes Streeter > Wacko 03/08/2016 at 17:46

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They only host the drivers for their GameCom series of headsets. However, it seems you can find drivers for their other headset models (the one in question is an .Audio478) on other sites. Unfortunately, no worky.

Mercedes Streeter > MoFinWiley 03/08/2016 at 17:47

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Trying all the ports (oh my, so many on this laptop), none of which are seeming to have any appreciable change.

Mercedes Streeter > Biggus Dickus (RevsBro) 03/08/2016 at 17:49

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Indeed. All things seem to point to the headset being incompatible with the computer. Even with the onboard disabled, the headset screeches...well the 8 headsets I tested all screech. I jusssst tried a Sennheiser that didn’t work either...argh I hate you HP! lol

Jake - Has Bad Luck So You Don't Have To > JawzX2, Boost Addict. 1.6t, 2.7tt, 4.2t 03/08/2016 at 17:52

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ASUS is the shit.

Jake - Has Bad Luck So You Don't Have To > Mercedes Streeter 03/08/2016 at 17:56

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USB headsets are just “regular” headsets with a built in sound card. As such, they really shouldn’t give a damn if the computer has an Audigy, Realtek, or a potato chip for onboard audio. I would try completely deleting all sound drivers, disabling the built in sound card either through Windows (really? Calling it Windoze? C’mon...) or through the BIOS (if possible), then let Windows Update find drivers for the headset. If those drivers don’t work, try the latest from the headset manufacturer. If that doesn’t work, bang laptop against wall repeatedly until the sound stops. Forever.

Mercedes Streeter > Jake - Has Bad Luck So You Don't Have To 03/08/2016 at 18:02

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I have my XKCD extension set to call Windows “Windoze”, just like how the word car ends up as “cat”...just a silly way to get me through my day. I normally turn it off to type on Kinja, but didn’t this time around. Sorry to offend. :/

As for the headset, yep I do know how a USB based headset works! :) However, this headset works with literally every other computer in the office but this one. And it’s like, 8 headsets I tried, 4 of them brand new out of the box. And looking around online, it seems other people are having problems with certain Windows 10 based systems and USB headsets. I have no actual idea what’s going on here lol.

That said, I decided to force Windows to recognize the headset with a different driver...stay tuned...

TheOnelectronic > Mercedes Streeter 03/08/2016 at 18:20

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· This was my process for solving a friend’s computer issues a few months ago:

1. Remove Hamachi, even if it’s never been installed

2. Restart

3. Restart again

4. Google the Problem

5. Attempt to track down the person who just answered “thanks solved it” without explaining

6. Fail, find another thread.

7. Didn’t work. Restart again.

8. Google problem again, but this time more angrily.

9. Remove Hamachi again. Odds are it’s back somehow.

10. Ask how long Cookie Clicker has been running

11. Convince friend that six months is long enough, and he should turn his cookies into heavenly chips.

12. Check installed programs to see if Java is up to date

13. Uninstall 24 redundant Java installations

14. Restart

15. Disable Sound Driver

16. SUCCESS!

It seemed relevant since step 16 clearly solves everything.

The sad part is except for step 5 every part is accurate.

+1 for 959. It is my favorite Porsche as well.

Wacko > Mercedes Streeter 03/08/2016 at 18:23

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Might sound stupid, but check to see if any hp updates on chipset, usb controller or even bios.

Mercedes Streeter > TheOnelectronic 03/08/2016 at 18:33

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24...24 JAVA installations? My lord. lol

TIL: People never uninstall old Java installs.

Jake - Has Bad Luck So You Don't Have To > Mercedes Streeter 03/08/2016 at 18:34

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I kind of figured you had either autocorrect on your phone or something of that ilk running. Seemed like almost more effort to remember to type it that way, lol.

Mercedes Streeter > Wacko 03/08/2016 at 18:35

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Ooooh that would have been a fun one to check out. Unfortunately since my shift is over (and OT isn’t allowed...woo can’t wait for the new locale :D), I have to stop working on the issue.

The owner of the computer said she’s just going to take it back and trade it for something that’s not HP. lol

TheBloody, Oppositelock lives on in our shitposts. > TheOnelectronic 03/08/2016 at 18:40

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The absolute worst is only finding one unanswered question related to the issue you’re having.

THE ME LINUXGUY_42 WHAT DID YOU DO TO FIX THAT ISSUE!?! TELL ME YOU MISERABLE BASTARD!!!

Nibbles > Mercedes Streeter 03/08/2016 at 18:47

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It can be a tough job if the keyboard and trackpad use the hub, but if you can do try u installing and reinstalling the USB hub entirely from device manager. It's a painful, last-ditch effort but in my (extensive) experience it does tend to resolve these types of issues.

Sweet Trav > Mercedes Streeter 03/08/2016 at 19:03

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Well, I know that sometimes these USB headsets aren’t shielded well. This can lead to noise in the system. Same with systems in general these days.

JawzX2, Boost Addict. 1.6t, 2.7tt, 4.2t > Jake - Has Bad Luck So You Don't Have To 03/08/2016 at 20:01

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All my PCs are ASUS (tablet, laptop and work PC mobo).