Sound disappears in WinXP Home

[Robert M Jones]

Win XP Home - 1Gb memory, Sempron 3000+ CPU
Foxconn 760GXK8MC Mobo with On board SiS AC97 audio - powered speakers
plugged into rear audio sockets. Nothing plugged into front sockets.
Default sound device - SoundMAX Digital Audio
One other sound device - VOIPVoice USB phone - only used as preferred
device by VOIP phone - haven't been using VOIP at time of the problem.
Firefox browser using Windows Media Player
Background programs include NAV, Free Zone Alarm, CounterSpy Active
Protection, Skype and Skype/VOIP integration for a USB VOIP phone.

Listening to the Test cricket via a radio player based on Windows Media
Player for twenty minutes or so then sound goes dead - streaming is
still active but the sound has gone, and all Windows sounds are dead -
logging off and on that user account does not fix - I need to restart
Windows to recover sound.
If the streaming was video, then the video is fine but the sound is gone.
Exploring to Media folder and playing a wav in Media Player - no sound -
in other words ALL sound disappears.
No settings in Volume Control are changed.

This tends to happen if I have several programs open - if I have
streaming audio then of course I notice it happening, whereas without it
I probably don't notice it as I don't miss the normal Windows sounds so
quickly. I think it MAY be an antispyware program that runs in
background but not sure at the moment.

Only a complete Windows restart fixes it. (not logoff/logon)
This happens from time to time (not often) without warning and I can't
identify what might be the problem or the common factor.

What sort of things should I be looking at to troubleshoot please?
Thanks in advance.
--
Rev Robert M Jones, Wimborne Baptist Church, UK
http://www.wimborne-baptist.org.uk
Free trial of Mailwasher Pro - effective email spam filter - (commission
goes to our partners in Bulgaria)
http://fta.firetrust.com/index.cgi?id=420

 

[Ronnie Vernon MVP]

Problems that only appear intermittently can be very difficult to troubleshoot. The sudden, complete absence of sound would indicate that some primary sound module is acting up. The only thing I can recommend is performing trial and error disconnecting/disabling of individual devices/programs and see if the behavior re-occurs.

Check the Event Viewer for possible information. Go to start/Run and type eventvwr and press OK. Click the Application menu item on the left and look for any "X" error messages that coincide with when you last saw this error message. If any are found, double click the error entry to see the details, click the Copy Icon on the right side of the details dialog screen (looks like 2 pages of text) and paste the error details in a reply to this message. You only need to post the text starting with Event Type: and ending with the Description:. You can omit the Data section.
ie:

Event Type: Error
Event Source: <source>
Event Category: <category>
Event ID: <ID #>
Date: <date>
Time: <time>
User: <user name>
Computer: <computer name>
Description:
Hanging application <program>, <version>, <address>

Resources for Troubleshooting Sound Problems in Windows XP
http://support.microsoft.com/kb/307918

Try checking for updated audio chip drivers.

Go to Start/Run and type msinfo32 and press OK. Click Components/ComponentsProblemDevices to check for possible hardware problems.

Check the following articles for troubleshooting.

How to Troubleshoot By Using the Msconfig Utility in Windows XP:
http://support.microsoft.com/kb/310560

How to perform a clean boot in Windows XP:
http://support.microsoft.com/kb/310353

 

[Robert M Jones]

Problems that only appear intermittently can be very difficult to
troubleshoot. The sudden, complete absence of sound would indicate
that some primary sound module is acting up. The only thing I can
recommend is performing trial and error disconnecting/disabling of
individual devices/programs and see if the behavior re-occurs.

Check the Event Viewer for possible information. Go to start/Run and
type eventvwr and press OK. Click the Application menu item on
the left and look for any "X" error messages that coincide with when
you last saw this error message. If any are found, double click the
error entry to see the details, click the Copy Icon on the right side
of the details dialog screen (looks like 2 pages of text) and paste
the error details in a reply to this message. You only need to post
the text starting with Event Type: and ending with the Description:.
You can omit the Data section. ie:

Event Type: Error Event Source: <source> Event Category: <category>
Event ID: <ID #> Date: <date> Time: <time> User: <user name>
Computer: <computer name> Description: Hanging application <program>,
<version>, <address>

Resources for Troubleshooting Sound Problems in Windows XP
http://support.microsoft.com/kb/307918

Try checking for updated audio chip drivers.

Go to Start/Run and type msinfo32 and press OK. Click
Components/ComponentsProblemDevices to check for possible hardware
problems.

Check the following articles for troubleshooting.

How to Troubleshoot By Using the Msconfig Utility in Windows XP:
http://support.microsoft.com/kb/310560

How to perform a clean boot in Windows XP:
http://support.microsoft.com/kb/310353

There is only one error message in the relevant time slot. It relates to
the antispy program I suspect! Pasted below. I think this is when my
machine freezes and the sound disappears. I am trying to troubleshoot by
closing this program but it is a bit persistent and the active
protection parts of it come back - I've contacted their support about
it. Next step will be to prevent it starting at bootup and see if the
problem with sound goes away.

When I tried to check the sound devices by doing a "test hardware" in
the Windows Speech section it told me that the sound hardware wasn't
working.

Looking at the msinfo32 - there are no problem devices except my
switched off mobo ethernet port which is by design.

The status of the SoundMax is given as OK as is the USB VOIP sound device
<<Name SoundMAX Integrated Digital Audio
Manufacturer Analog Devices, Inc.
Status OK
PNP Device ID PCI\VEN_1039&DEV_7012&SUBSYS_0C92105B&REV_A0\3&61AAA01&0&17
I/O Port 0x0000D000-0x0000D0FF
I/O Port 0x0000E100-0x0000E17F
IRQ Channel IRQ 18
Driver c:\windows\system32\drivers\smwdm.sys (5.12.01.5410, 215.81 KB
(220,992 bytes), 20/05/2006 13:24)
Name USB Audio Device
Manufacturer (Generic USB Audio)
Status OK
PNP Device ID USB\VID_0D8D&PID_0654&MI_00\6&1CB60AC&0&0000
Driver c:\windows\system32\drivers\usbaudio.sys (5.1.2600.2180
(xpsp_sp2_rtm.040803-2158), 57.88 KB (59,264 bytes), 26/07/2006 08:58)>>

Here is the msinfo32 report:.......

Event Type: Error Event Source: Application Error Event Category:
(100) Event ID: 1004 Date: 21/08/2006 Time: 16:51:56 User: N/A
Computer: ************ Description: Faulting application
CounterSpy.exe, version 1.5.0.82, faulting module msvbvm60.dll,
version 6.0.97.82, fault address 0x00063fea.

For more information, see Help and Support Center at
http://go.microsoft.com/fwlink/events.asp. Data: (removed)

How would I update the audio drivers?

Thanks for your help so far.

--
Rev Robert M Jones, Wimborne Baptist Church, UK
http://www.wimborne-baptist.org.uk
Free trial of Mailwasher Pro - effective email spam filter - (commission
goes to our partners in Bulgaria)
http://fta.firetrust.com/index.cgi?id=420

 

[Ronnie Vernon MVP]

There is only one error message in the relevant time slot. It relates to
the antispy program I suspect! Pasted below. I think this is when my
machine freezes and the sound disappears. I am trying to troubleshoot by
closing this program but it is a bit persistent and the active
protection parts of it come back - I've contacted their support about
it. Next step will be to prevent it starting at bootup and see if the
problem with sound goes away.

When I tried to check the sound devices by doing a "test hardware" in
the Windows Speech section it told me that the sound hardware wasn't
working.

Looking at the msinfo32 - there are no problem devices except my
switched off mobo ethernet port which is by design.

The status of the SoundMax is given as OK as is the USB VOIP sound device
<<Name SoundMAX Integrated Digital Audio
Manufacturer Analog Devices, Inc.
Status OK
PNP Device ID PCI\VEN_1039&DEV_7012&SUBSYS_0C92105B&REV_A0\3&61AAA01&0&17
I/O Port 0x0000D000-0x0000D0FF
I/O Port 0x0000E100-0x0000E17F
IRQ Channel IRQ 18
Driver c:\windows\system32\drivers\smwdm.sys (5.12.01.5410, 215.81 KB
(220,992 bytes), 20/05/2006 13:24)
Name USB Audio Device
Manufacturer (Generic USB Audio)
Status OK
PNP Device ID USB\VID_0D8D&PID_0654&MI_00\6&1CB60AC&0&0000
Driver c:\windows\system32\drivers\usbaudio.sys (5.1.2600.2180
(xpsp_sp2_rtm.040803-2158), 57.88 KB (59,264 bytes), 26/07/2006 08:58)>>

Here is the msinfo32 report:.......


How would I update the audio drivers?

Thanks for your help so far.

--
Rev Robert M Jones, Wimborne Baptist Church, UK
http://www.wimborne-baptist.org.uk
Free trial of Mailwasher Pro - effective email spam filter - (commission
goes to our partners in Bulgaria)
http://fta.firetrust.com/index.cgi?id=420

I would definitely uninstall the CounterSpy program to see if this resolves the behavior.

Check the Mobo manufacturers website for any updated chipset drivers and firmware updates.

Other than this, all you can do is the trial and error checking that I mentioned in my last reply.

 

[Robert M Jones]

I would definitely uninstall the CounterSpy program to see if this resolves the behavior.

Check the Mobo manufacturers website for any updated chipset drivers and firmware updates.

Other than this, all you can do is the trial and error checking that I mentioned in my last reply.

Thanks. I ran the troubleshooter you referenced and everything was okay
except that the sound didn't work! No conflicts anywhere. Everything
supposed to be working and enabled etc.
I am trying to download an audio driver for the mobo onboard sound but
the download is very slow and fails about half way through the d/l of a
25Mb file saying it can't read the file. Tried several times clearing
cache etc each time. Have emailed the site.

I will chase up on the antispyware program with the vendors.

Thank you for your help.

--
Rev Robert M Jones, Wimborne Baptist Church, UK
http://www.wimborne-baptist.org.uk
Free trial of Mailwasher Pro - effective email spam filter - (commission
goes to our partners in Bulgaria)
http://fta.firetrust.com/index.cgi?id=420

 

[Ronnie Vernon MVP]

Robert

Keep us updated on your prograss. Interesting problem.

 

[Robert M Jones]

Robert

Keep us updated on your prograss. Interesting problem.

well- I've had UK Channel 4 TV streaming in the background all afternoon
while doing lots of stuff (User account) and no sound problems at all.
So - it was either the new sound drivers or the reinstall of the
Counterspy - I don't know which but the machine is behaving better all
round.
Previously I had the Counterspy registered for each user account which I
think was a mistake - I have just installed it in Admin, and it is
running with Active Protection now in the user account. It is hogging
much less CPU and there is no freezing.

I think I'll image this Windows partition before it goes wrong again!

Thanks for the help.

--
Rev Robert M Jones, Wimborne Baptist Church, UK
http://www.wimborne-baptist.org.uk
Free trial of Mailwasher Pro - effective email spam filter - (commission
goes to our partners in Bulgaria)
http://fta.firetrust.com/index.cgi?id=420

 

[DL]

Just an observation;
There are a number of free, recommended, apps that deal with spyware. Why
are you paying for one?
I use MS Defender, SpyBot and Adaware; from time to time I visit dubious web
sites, and download things I should'nt, and have never had a problem. As a
member of the cloth I would hope you are not doing such browsing, so why
would you need to pay for such an app?

I use the same apps on my kids PC, together with F-Secure, Parental control
activated, and have not had any problems there either.

 

[Ronnie Vernon MVP]

Excellent, glad you got the problem sorted. Enjoy the video.

 

[Robert M Jones]

Just an observation;
There are a number of free, recommended, apps that deal with spyware. Why
are you paying for one?
I use MS Defender, SpyBot and Adaware; from time to time I visit dubious web
sites, and download things I should'nt, and have never had a problem. As a
member of the cloth I would hope you are not doing such browsing, so why
would you need to pay for such an app?

I use the same apps on my kids PC, together with F-Secure, Parental control
activated, and have not had any problems there either.

Who said I was paying? I did beta testing and got a years licence free
I also use the free ones - Ad-Aware, Spybot S&D, and one from my ISP.
I'm not the only one in my family who uses the computer and I do a fair
bit of browsing including for free software and every now and then
something turns up on my machine that shouldn't (or tries to).

--
Rev Robert M Jones, Wimborne Baptist Church, UK
http://www.wimborne-baptist.org.uk
Free trial of Mailwasher Pro - effective email spam filter - (commission
goes to our partners in Bulgaria)
http://fta.firetrust.com/index.cgi?id=420