Windows Vista - My system has sound (audio) problems
If the computer has the SigmaTel audio solution and experiencing no audio after using the Express Upgrade or Anytime Upgrade CD, reference issue 2-2514229001.
Note: Some of the following procedures require an account with administrative privileges. If so, click Continue or type in an administrative username and password during those procedures.
Note: Gateway has sold many different speaker sets. Be sure to check the Product pages for instructions related to your specific speaker set.
Test the computer after each step until a resolution is found.
If hardware was recently added, turn off the computer, then remove the added hardware.
- Restart the computer.
- Check Device Manager to make sure:
- No audio or media devices are listed under Other devices.
- If a card was recently added, it may display Unknown Device.
- Refer to the Readme file for the removal and installation of device drivers for the device.
- No red x on a device (device is disabled).
- If a device is disabled in Device Manager, enable the device.
- No black exclamation point with a yellow background (splat) marking the device (device is in an unknown state)
- Refer to the Readme file for the removal and installation of device drivers for the device
- No duplicate audio devices exist.
Drivers & Downloads
Note: Before removing a driver, make sure you have one of these ways to re-install the driver.
- If duplicate drivers exist, refer to the Readme file for the removal and installation of device drivers for the device.
Note: Correct procedures for uninstalling and reinstalling the driver are explained in the Readme file of the device driver.
Note: There are five methods to install a driver.
- Recovery partition
- Recovery media - Drivers & Applications CD(s)
- Access to the Internet
- If you have external speakers, make sure they have power and are turned on. This is indicated by a blue or green light on the speakers.
Note: Some speakers have an AC adapter plugged into an AC power outlet. Lower-powered speakers are plugged into a USB port for power.
- If the system has an add-in sound card, make sure the speakers are connected to the add-in sound card and not into the integrated audio jacks. Most jacks are marked and color-coded. If the audio cables and jacks are not color-coded or labeled, refer to the Product pages.
- If applicable, make sure the cables are connected correctly between the speakers and subwoofer.
- Make sure all volume controls for the software and hardware are set to approximately mid-range levels.
- Click the volume icon on the taskbar. The Volume control dialog box opens.
- Make sure the volume is not muted.
- Click and drag the slider up to increase the volume or down to decrease the volume.
- Click Mixer to check the other audio devices and applications. Make sure audio devices are not muted.
- In the Volume Mixer dialog box, make sure each audio device and application is set to mid-level or higher.
- Make sure the speaker settings are set correctly.
- Click Start. In the Start Search box, type: sound. From the list, click Sound.
Click Start, click Control Panel, click Hardware and Sound, and then click Manage audio devices.
- On the Playback tab, make sure the Speakers are selected as the default (green check mark). If they are not set as default, select Speakers, select Set default, and then click Configure.
- If the playback device is not shown, right-click below the shown devices, and click Show Disabled Devices. The disabled device will then be visible with a black down arrow. Right-click the disabled device and click enable.
- Make sure the audio channels selection best matches the configuration on your computer.
- Click Next.
- Follow the prompts through the screens, selecting the configuration that matches the system.
- When the configuration is complete, click Finish.
While still on the Playback tab with Speakers selected.
Note: Even if headphones are being used, make sure Speakers are selected. Most of the time, choosing speakers allows the headphones to function normally, although it has occurred that selecting headphones (when it is its own option) may cause the headphones to NOT function.
- Click Properties.
- Make sure the device listed under Controller Information matches the device you have.
- If device does not match, refer to the Readme file for the removal and installation of device drivers for the device.
Drivers & Downloads
- Click the Advanced tab.
- Under Default Format, click the Test button. You should hear the test tones.
Note: Please use proper Electrostatic Discharge procedures when removing the hardware.
If any software was recently added, uninstall it.
If the system has an add-in sound card, make sure the integrated audio is disabled in the BIOS.
Try replacing the speakers with headphones or a different set of speakers. Check for sound through the headphones or other speakers.
- Restart the system.
- At the Gateway splash screen, repeatedly press the F2 key to enter the BIOS.
- Inside the BIOS, along the top menu line, look for Advanced, Audio, Peripherals, etc.
Note: The exact screens vary between system BIOS. This example uses Advanced as the first screen.
- Use the arrow keys to select a screen.
- When the Items appear below, select Peripheral Configuration.
- Look for Audio and scroll down to select the item.
- Press ENTER for the submenu to appear.
- Use the arrow keys to select Disable or Enable.
Note: If the system only has integrated audio, make sure the sound is enabled in the BIOS Setup Utility.
If the speakers are analog speakers, test them using a portable CD player.
If the system has an add-in sound card, remove and reinstall the sound card. Refer to User's Guide for proper procedure.
Note: Please use proper Electrostatic Discharge procedures when removing the sound card.
Check the motherboard.
- If you can not get sound through the front audio ports on a desktop, reference the motherboard Product pages for correct cable and jumper locations.
Use System Restore if you know when the issue started.
Note: If no hardware and/or software has been added recently, and System Restore is not applicable, continue troubleshooting.
If following the above procedures did not resolve your problem, please contact Gateway through one of
the following methods: