EJ:
Here's a reply I received from eMachine tech support that goes into the
issues. My original complaint, outlining what happened is at the bottom of
the reply.
Granted, you probably don't have an eMachine, but you can follow some of the
instructions. But I think "restoring to a previous good configuration" would
give you a clue if XP updates caused the problem. If you don't do this step,
just reintall the driver, logic would dictate that the same "conflict" exists.
Here's the reply i got:
**********************************************************************
Hello Frank,
Thank you for your e-mail. With regard to the issue on your T5048
eMachines computer as you get no sound, I would recommend that you
perform the following troubleshooting steps on how to correct an issue
with your sound not working correctly.
1) To test that the sound card driver is installed correctly:
- Click on “Startâ€
- Select "Settings" (Not needed for Windows XP).
- Click on "Control Panel". Note for Control Panel in Windows XP: If
you do not see icons once you are in the Control Panel window then click
on where it says, “Switch to Classic view†in the upper right corner of
the Control Panel Window.
- Click on the icon for "Sounds and Multimedia" (For Windows XP this
will be "Sounds & Audio Devices").
- Select the "Sounds" tab at the top of this window.
- In the box called "Events" (For Windows XP this will be "Program
Events").
- Find and click on the words "Exit Windows". There should be a bell or
speaker symbol next to it.
- If there is not a bell or speaker symbol, you may need to change the
"Schemes" line to "Windows Default" (For Windows XP this will be "Sound
Schemes").
- In the middle of this page there will be a line called "Name". (For
Windows XP this line will be called "Sounds" and will be at the bottom
of the page).
- To the right of this line there will be a ‘ >’ (Play) button that
should now be black.
- Click on this button and it should cause the "box" button to blacken
to indicate the system is trying to play sound.
- This indicates the sound drivers are installed correctly and the issue
may be with the speakers or the connections. In this case you will want
to skip to step 4 below.
- If the button does not blacken or indicate that sound is being played,
then the drivers are installed incorrectly and will need to be
reinstalled.
2) If the button did not blacken, you will need to reinstall the sound
driver for this device.
Restart the computer in Safe Mode and reinstall the sound drivers.
As the computer restarts repeatedly tap the F8 key as the computer is
starting up. Tap 2 times per second until it displays the Windows XP
start up menu. Choose Safe Mode and press the Enter key. (For Windows
XP there will be an additional menu. Choose the top "Microsoft Windows
XP home Edition" by highlighting this line and pressing "Enter").
Here in Safe Mode get out of the help and support window by clicking on
the X in the upper right-hand corner or by clicking on OK for the window
that says you are in Safe Mode.
- Click on “Startâ€.
- Select "Settings". (Not needed for Windows XP)
- Click on "Control Panel".
- (Windows XP only) - On the left-hand side, click the line that says,
"Switch to Classical View". If it says “Switch to Category view†then
do not click on it.
- Double-click on the "System" Icon.
- (Windows XP only) - Click on the "Hardware" tab.
- Select the "Device Manager" tab. (Windows XP only) Click on the
Device Manager button.
- (Windows XP only) - Click "View" and select "Show hidden devices" from
the menu that drops down.
- Look for a "Sound, video and game controllers" category.
- If the category is listed, click on the plus sign next to "Sound,
video and game controllers". You will notice that a sub-menu will
appear. Highlight the first device in this sub-menu by clicking on it a
single time.
- Then right-click on the device and choose to Remove. (For Windows XP
this will be "Uninstallâ€). Click on “OK†to the Warning and "No" if it
asks to restart the computer.
- If the "Sound Video and Games controllers" category is still listed,
continue removing items from that category until it disappears.
- Also, remove any devices that have a yellow "!" or "?". If there is
an "Unknown Devices" or "Other Devices" category, remove all devices in
these categories until they also disappear.
- Next click on "Close" and choose to restart your computer.
- As the computer restarts it will redetect and reinstall the sound
card.
3) Windows should automatically redetect the sound drivers. If it does
not, continue with the following steps.
To reinstall the device drivers, please follow the steps provided.
Run the steps below to install the drivers located on your Recovery D
partition. The steps below are also located on the link that I have
provided.
http://support.gateway.com/s/SOFTWARE/Medialess/MLXPH1/MLXPH1su2.shtml
Application and Driver Recovery Using Gateway System Recovery Windows XP
Application and Driver Recovery launches the Application Recovery
Program, which can be used to reinstall applications and drivers. To
start the Application Recovery Program, use the following steps:
1. From the Start menu, point to All Programs, System Recovery, and
then click Application and Driver Recovery.
Note: If Application and Driver Recovery is not listed, from the Start
menu, click Run. In the Run dialog box, type:
C:\Windows\Sminst\install_app.exe, and then click OK.
2. In the Application Recovery Program select the appropriate option.
After installing the correct driver, you would need to restart your
system.
4) Ensure that the Volume controls are not muted or too low.
- Click on “Startâ€
- Select Programs. (For Windows XP this will be “All Programsâ€).
- Select Accessories
- Select Entertainment
- Click on Volume Control
- Make sure there are no checkmarks in any of the "mute boxes".
- Make sure that all of the slider bars for the various volume settings
are set to at least the halfway mark.
- Close this window.
- Recheck using the sound test (Step 1) listed above.
5) If your speakers are not working, make sure you have them connected
to the correct connection on the back of the system.
- There will be a "Speaker" connection (this could be a
color-coordinated connection). It will be marked with "spkr" and/or
have a speaker icon. You can try all of them to be sure.
- Recheck using the sound test (Step 1) listed above.
6) If your speakers still are not working then try another audio device
(such as headphones or another set of speakers if available).
7) If the sound is not working in a specific program you will want to
try the following:
- Check the settings in that program.
- Reinstall the program.
- Contact the manufacturer of the program for troubleshooting
information on their product.
Also, I would like you to try some steps listed on the Microsoft support
site below.
http://support.microsoft.com/kb/307918/en-us
The Internet address above will open a Web Site not controlled by
Gateway. Since we are not responsible for maintaining the information
there, please use it only at your own discretion after reviewing it
carefully to be sure it is appropriate for your situation.
I am glad that you took the time to write us and I hope that you find
this information useful.
I have documented this correspondence under Case Number 203837935 to
keep a record of your contact with eMachines. You may use this for
future reference with this issue.
Also, I want to share with you that memory plays a critical role in the
overall performance of your computer. That is why you should equip your
system with Gateway-certified memory that is guaranteed to work in your
system. With more system memory (RAM), your computer takes less time to
launch, run, and transition between programs.
If you wish to consider a memory upgrade for your computer, please
contact a Gateway Sales Consultant at the link below for more
information or to place your order.
https://support.gateway.com/Support/copilot/en/us/chat_us_gw_upgrade.asp??id=31658348
Simply click the link above to contact a Gateway Consultant. If you are
unable to click the link follow these steps to copy and paste the link.
1. Highlight the entire link starting with http:
2. Right click on the highlighted text
3. Select copy from the menu
4. Right click on the location field in your browser
5. Select Paste from the menu
6. Press Enter
Consultants are available everyday between 5:00 a.m. CST and 2:00 a.m.
CST.
Please be aware that whenever the case is removed precautions should be
taken against electrostatic discharge (ESD). Make sure that the
computer is off and unplugged. Please maintain contact with a grounded
source, such as your computer's frame or use a grounding strap. Damage
resulting from improper grounding may not be covered under the
manufacturer's warranty if these precautions are not taken. Simply
breaking the seal will not void the manufacturer's warranty.
Please reply to this message if you require further assistance with this
issue. If your reply is received while I am out of the office, to
ensure a speedy resolution, your issue will be handled by one of my
colleagues.
Sincerely,
Ray
Badge GWEL4389
A memory upgrade is often times the best value for increasing overall
computer performance. It is also one of the easist upgrades you can
perform. Consult an upgrade sales representative for more information
at:
https://support.gateway.com/Support/copilot/en/us/chat_us_gw_upgrade.asp?id=6209
Information provided pursuant to eMachine's Terms of Sale and Limited
Warranty Agreement. All brands and names are trademarks of their
respective companies.
Original Message Follows:
-------------------------
Technical Support Questions
phone: 7182247607
Subject: eMachines Technical Support Questions
Purchase Location: CompUSA
Email Address: (e-mail address removed)
First Name: Frank
Last Name: Chin
Address:
Address2:
City1: Bayside
State1: NY
Zip1: 11361
Country: USA
Serial Number: XRC6890022689
Purchase Month: 07
Purchase Day: 15
Purchase Year: 2006
System Category: Desktops
Model Name:
Operating System: Windows XP Home/Pro
Issue Description: I had a problem with the sound not working after
bootup on the eMachine PC. There are no sound drivers present when I go
to the control panel to check. I see the drivers soon after bootup, but
they disappear quickly soon afterwards.
I traced the problem to a Microsoft update, KB928843, a driver
HCCTRL.OCK, which conflicts with the Realtek drivers installed in my
eMachine. The problem is descrbed in:
http://support.microsoft.com/?kbid=935448
But the Hotfix to the above, KB935448, did not solve the problem either,
as Microft said it might not.
According to information posted, version 1.64 of the Reatek Audio driver
should be OK, but it appears to be for Vista, rather than XP, when I
checked.
Before I start making updates, and make a mess, do you have further info
that might help, such as an update on your Website. I emailed eMachines
about this problem a few months ago, when it first occured, but at the
time, I solved it thru a "system restore", which seems not to work
anymore, because I don't have restore points earlier than 4-3-7.
Do you have an update that may easily solve the problem, or a step by
step fix that might help. In other words, the exact driver needed, so I
won't have to guess and install the wrong one.
Frank Chin
