Sound Keeps Cutting Out

[MrLAFLAFLAF]

Hello everyone,

 

I'm new here so i don't really know how this forum works, but it would be good if anyone could give me some help with fixing my sound.

 

It cuts out when playing any PC game, most frequently when I play online ones, after anything between 2 mins to several hours, but is usually around 20 mins to half an hour. This problem is NOT fixed after closing the game that was running when the sound cut out, the sound only returns when I restart my computer.

 

I am running Windows 7 Home Premium 64-bit, and I am (apparently) using Realtek Audio Manager, and am using Logitech speakers.

 

I admit it could be the speakers that are the problem, as when I access the taskbar to check my sound, the sound mixer shows sound is still being made (the little green bar is going up and down), but the speakers are not playing it.

 

However, I (personally) don't think the speakers themselves are the problem, as they work perfectly consistently when playing iTunes and other sounds any other time, it is only when I play games that it cuts out. I therefore think that it is a problem between the sound being produced by the game and it being played by the speakers. Because I think this I have not decided to replace the speakers until I know that it could be them, although I am doubtful it is them.

 

I have already tried searching for updates to driver updates for Realtek High Definition Audio Sound - which are the Audio Device in Device Manager - (they are up to date), and have uninstalled + reinstalled them, to no avail.

 

One thing that occurred to me is that the games I usually play are fairly demanding – Crysis 2; Battlefield: Bad Company 2; etc. – and my computer can easily take them graphics-wise http://www.pchelpforum.com/images/smilies/grin.gif, but could the problem be to do with the CPU or GPU getting to hot for the sound, or motherboard getting too toasty? By the way I do not use a sound card as far as I am aware; I think it is in-built somewhere.

 

 

Any suggestions would be greatly appreciated, as this problem has been bugging me for a long time.

 

Many Thanks

[Plastic Nev]

Hi, and welcome to Extreme Tech Support - Free PC Help

It does sound like a heat problem as it only cuts out during intensive running when playing the games, and yes that sound system is part of the mother board.

I am a little surprised though that if you already have a decent graphics card, a reasonably decent sound card would complement it. Probably give you better and more realistic game sounds as well.

Worth a thought and would possibly get you out of the cutting out problem as well.

However for now, have a good look round inside the case for dust or dirt round the fans, if there is any, (it is surprising how the fans suck the stuff in!!) Turn the power off, then use a soft smallish paint brush and low pressure compressed air to blow it away, we don't recommend a vacuum, as that can create static that could blow something. I have also heard of a vacuum sucking the odd link plugs or plug in components off the board too.

Nev.

[MrLAFLAFLAF]

Hi Nev, thanks for your response,

 

I agree that the problem might be related to heat, but will a sound card be any less affected by heat, as it will probably be directly below the GPU?

Also, if i do buy a sound card, will that take over the current sound system (realtek) and not interfere with it?

 

Thanks

MrLAFLAFLAF

[Plastic Nev]

Hi, if the heat problem is due to dust, then cleaning it out will cure that or should do providing the fans work correctly.

 

As in most card upgrades a sound card should come with a disk, that should contain the driver software, which put simply, will automatically tell Windows to turn off the internal sound while the card is in.

 

See how it goes after a clean out first though, you may not need to go to the expense of buying a card if the sound quality is OK for you.

Nev.

[MrLAFLAFLAF]

Hi nev,

 

Well I was playing a fairly demanding game yesterday late at night (waiting for the sound to cut out (which took a frustratingly long time, surprisingly)). Having cleaned out my comp thoroughly with a mini vacuum cleaner thing, about the size of my hand, before playing the game, and after about an hour and a half of playing the game, the sound cut out, as expected.

As I was paying so much attention, the computer, just before the sound cut out, got slightly louder than it was already, the loudest it got the whole time, then the sound cut out, i think this is the GPU, because it has its own fan and because it goes under the most strain, but could also be the CPU, because that has a rather large fan of its own. Checking my Catalyst Control manager for my GPU moments after the sound cut out, it said the fan speed was 70%, and I have no way of checking the CPU fan speed, only the temperature, and the temp of the GPU was a lot higher than the CPU, about 30ºC more.

I can confirm that both the fans are working, following opening my comp when it was one, and they were both spinning as usual.

Also, while i was cleaning my comp, i noticed that there was no PCI(E) Slot for a sound card to put in, so is there anything else I can do, or is there a sound card that doesn’t need a PCI(E) slot somehow?

And yes, the sound quality seems exquisite already, and it is even better with decent headphones, so it won’t be the quality that drives me to buy a sound card. Also thanks for confirming that there won't be a clash of the sound if I do buy a sound card.

 

Many thanks

[MrLAFLAFLAF]

Hi nev,

 

Well I was playing a fairly demanding game yesterday late at night (waiting for the sound to cut out (which took a frustratingly long time, surprisingly:mad:)). Having cleaned out my comp thoroughly with a mini vacuum cleaner thing, about the size of my hand, before playing the game, and after about an hour and a half of playing the game, the sound cut out, as expected.

As I was paying so much attention, the computer, just before the sound cut out, got slightly louder than it was already, the loudest it got the whole time, then the sound cut out I think this is the GPU, because it has its own fan and because it goes under the most strain, a lot more than the CPU from my experience, but could also be the CPU, because that has a rather large fan of its own. Checking my Catalyst Control manager for my GPU moments after the sound cut out, it said the fan speed was 70%, which is fairly high; and I have no way of checking the CPU fan speed. I checked the temperature of the GPU using the CCC again, and checked the temp of the CPU with a 3rd party program, ad the temp of the GPU was a lot higher than the CPU, about 30ºC more.

I can confirm that both the fans are working, following opening my comp when it was one, and they were both spinning as usual.

Also, while i was cleaning my comp, i noticed that (on top of the fact that the fans do seem to attract the dust rather than repel it, like you said:p) there was no PCI(E) Slot for a potential sound card to live in, so is there a sound card that doesn’t need a PCI(E) slot somehow, although I highly doubt it, or is there a PCI(E) extension splitter, or is there a place at the back of the comp I can use? (I have no idea about sound, as you can probably tell:p)

And yes, the sound quality seems exquisite enough for me already ;), and it is even better with decent headphones, so it won’t be the quality that drives me to buy a sound card. Also thanks for confirming that there won't be a clash of the sound if I do buy a sound card.

 

Many thanks

 

(P.S. Try to ignore the post above, I was n't allowed to edit it for some reason, this one is slightly more informative)

[Plastic Nev]

Hi, it looks like the available slots are already used then. However the heat problem does seem to be the cause and shutting down the sound system.

I need to do some research but could do with knowing what make and model of your computer is, and if possible if there is any name and model number on the motherboard.

Also which third party program are you using to check the temperatures? can you post a screen shot of what it shows or at least tell us what the values are at the time when the problem occurs?

Nev.

[MrLAFLAFLAF]

Hi nev,

 

My computer make is Packard Bell ixtreme M5740, but I have replaced the standard ATI Radeon HD 5570 with my own ATI Radeon HD 5770 ;).

 

The program is called CORE TEMP, and I have attached a screenshot of it, and I have additonally attached the .zip file I downloaded to get the program, it you want to have a closer look at it.

 

I have also attached some other programs I have used to find the details below.

 

Here are some more of my PC specs, if your interested and it helps:

PC SPEC (specInfo)

CPU: Intel® Core i5 CPU 650@ 3.20GHz

MB: Packard (FMP55)

RAM: 4023mb

HDD: 931gb (WDC WD10EADS-22M2B0)

GPU: ATI Radeon HD 5700 Series

Sound: Realtek High Definition Audio

OS: Windows 7 Home Premium (7601)

Scr: SyncMaster P2050(G)/P20500(G),Magic P2050G(Digital)

Also the temperature of the CPUs (according to CORE TEMP) was about 30º for both cores.

 

Many thanks

Edited May 14, 2011 by MrLAFLAFLAF

[Plastic Nev]

Well the processor temperatures are fine, we don't usually worry until they go over 60C.

We seem now to have covered most likely problems as there is only perhaps either a hardware fault on the motherboard, or a small chance the power supply is getting hot over a period of time and the voltage dipping, the sound being the first to go when it does.

I assume it is the original power supply and you didn't change for a bigger one when you installed the 5770 graphics card.

Being a Packard Bell, or more correctly Acer it is nearly impossible to find a picture of that motherboard, so I don't know if there is a likely PCIE, or older PCI slot you might have missed seeing to fit a sound card into.

However my thoughts are on a hardware problem which may be the power supply not quite up to the slightly higher spec of the newer graphics card. The only way is to fit a higher powered Power supply to check that, Hopefully you know a friend who has a higher rated one you can borrow.

Nev.

[MrLAFLAFLAF]

I can confirm that I did not change the PSU when I changed the GPU. Is there any way to tell if the GPU is using all of the power and starving everything else, other than replacing it and seeing if it makes a difference?

[MrLAFLAFLAF]

New Develpoment:

 

Looking around the guts of my comp searching for a PCIE slot, I have just found that the power supply is only 250W.

This seems to me to be much too little power for the computer, including the 5770.

I assume that 250W is not enough, so I am already looking to buy a new 550W/700W PSU.

I thought that when I bought it the standard for desktops nowadays was around 550W, but clearly I was wrong. I would feel more comfortable if you guys correct me if 250W is plenty of power, before I buy a massive and unnecessary PSU.

[Plastic Nev]

I reckon that is the problem, I found the spec for the 5770 here=

 

http://www.amd.com/us/products/desktop/graphics/ati-radeon-hd-5000/hd-5770/Pages/ati-radeon-hd-5770-overview.aspx#3

 

It recommends a PSU of minimum 600W. It is a wonder that little 250W one hasn't fried a long time ago.

Nev.

[MrLAFLAFLAF]

So I should go ahead and buy a 700W PSU?

If so, I will see how it goes and come back to you.

[MrLAFLAFLAF]

I have bought a 700W one, and I am going to install it in my computer on Sunday (22nd), when I have 6 hours to spare.

I will tell how it goes a few days after that, when I have sufficient time to test it.

 

Until then

[MrLAFLAFLAF]

I have recently got impatient and installed the new 750W (correction of 700W, which I said in previous post :p) yesterday evening.

 

Last night I was playing a game for around 2 hours, and there was no sound-related problems either at the time or since then. ;)

 

However, that does not necessarily mean that the problem is fixed, because the sound did not always cut out before the new PSU either. :(

 

This means I will have to test it for a around a week, making sure to eliminate the chance that it was not just the coincidental event that the sound did not cut out, as it may have done yesterday.

 

I will post back in a few days, possibly before then if something goes wrong.

[RandyL]

Thanks for keeping everyone updated. I wish you the best of luck.

[MrLAFLAFLAF]

Thanks, RandyL, I'm gonna need it. :p

[MrLAFLAFLAF]

Well, I bring some bad news.

 

I have been playing a game in a blissful state of false security, and then the sound just goes and dies.

:frusty::frusty::frusty::frusty:

 

The game lagged for a few seconds, then the sound died, and then the game (visually) went back to normal.

 

This means the new power supply has not helped.

 

I, for some reason, think it is heat-related, because the graphics card fan was on a very high speed when it died, meaning the card was fairly hot, around 60ºC, which is what I saw moments after the sound died. It doesn't seem that hot to me, what do you guys think?

 

I have also seen that, in Device Manager, as well as 'Realtek High Definition Audio', there is also 'ATI High Definition Audio Device'. Could the heat of the GPU cause its sound thing to die and disrupt the Realtek one. I have no idea about these audio device things, so you might want enlighten me.

[MrLAFLAFLAF]

I am still looking for help, if you didn't realise.

[MrLAFLAFLAF]

Please give me some help

[Plastic Nev]

Hi, sorry for no reply till now as I haven't had much time recently due to other things.

I am like you now a little stuck, as the realtek sound system is as we know a chip on the motherboard, the heat from the graphics card shouldn't be influencing it unless it is extremely close and directly in the path of any hot air from the graphics card fan, is that the case perhaps?

As far as the graphics card and its heat, well some do get pretty hot, others not so much, however Graphics is not in my area of great knowledge unfortunately, so can't say in any certainty that the temperature you are seeing is OK or not, though 60C does seem a little high.

I will see if one of our other graphics guys can shed any light on this for you.

Nev.

[PseFrank]

I wouldn't think that 60 degrees was too hot, although I'm not an expert in these matters. Your video card has it's own audio chip, which is why you see two audio devices listed in device manager.

 

I have to take care of other business right now...but will look further into your problem later today..

[MrLAFLAFLAF]

Thanks Nev and Frank for your ideas, i was getting a little worried that you'd given up (I already have)

 

I have been doing a little digging of my own, and I do not think it is the GPU temperature that is the problem. I have found a program which basically stress tests your GPU by putting it under 100% load and sees how much heat it can take.

What happened was that I ran the stress test, and the card went up to 105ºC and wouldn't go any further, ans the sound didn't die, which I think rules out the GPU as a factor. (I have pic attached, but it won't let me upload the files for some reason. here is the link to the stresser and the temperature gauger. the stresser basically shows a picture of a furry cube blob thing and then paints it in yellow stuff)

 

So I did yet more digging to find a similar program which does a stress test for a CPU, and I found one. I ran the test, and after about 30 mins of stress (it recommended on the website to do it for a while) the sound died. (I don't have a picture, but 1 core maxed at about 57ºC, and the other at about 49º (not that high) and the stress tester file can't upload so here is the link, just follow the link and download 'prime95')

 

I think this means that when the CPU goes under stress, such as when playing a game, the sound dies. I still do not think it is heat related, as the temperatures only got up to 50ºC or so, so I am now thinking it is faulty motherboard-related.

 

Also on a side note, the sound dies out more frequently and more quickly when I am using headphones, although still dies without them.

 

I have also attached a log file that shows the temps of both cores when I am using the CPU stress tester, playing some music, and waiting until it died. It is not very interesting, but basically shows that it doesn't get very hot, which leads me to believe it is either sustained warmth (which is doubt) or motherboard.

 

What do you guys think?

Edited May 27, 2011 by MrLAFLAFLAF

[Plastic Nev]

Hi, looking through the results of the various tests you have done, I am getting more suspicious of the sound chip itself. Don't ask why, just one of those gut feelings.

One thing we haven't cleared up is whether or not a sound card can be fitted, considering information about the Packard Bell/Acer motherboard is virtually impossible to find, do you have a camera and can you take a picture of your motherboard for us please, or at least as much of it that can be seen without taking it out of course, that will give myself and Frank an idea of if a sound card can be fitted or not.

Nev.

[MrLAFLAFLAF]

My camera is taking a horrifically long time to recharge, but looking around I can see no PCI/PCIE slots available.

 

I seem to remember that my graphics card takes up 2 of them though.

 

The annoying thing about my computer is that the main reason I bought it was for the CPU, hard drive, disk drive, etc, and I knew that I would replace the GPU, but the computer case is very small and it seems to be based around its smallness, and so the motherboard is pretty small too.

 

I will get a picture to you ASAP.

Edited May 27, 2011 by MrLAFLAFLAF