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Marco
Marco, IT Consultant
Category: Computer
Satisfied Customers: 688
Experience:  10+ years of experience as an IT Consultant.
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I bought a new Toshiba in December. Crackling sounds started

Customer Question

I bought a new Toshiba in December. Crackling sounds started appearing when you listened to music on iTunes and on Pandora. Toshiba couldn't fix it, so I eventually got a replacement computer. New computer, same problem. Why can't the speakers play without a cracking sound coming out of the speakers? It's really annoying! I have run virus scans and nothing comes up. I have re-installed the speaker hardware, and nothing.
My current computer is L855-S51454
Part number: PSKG2U-03R004
Submitted: 1 year ago.
Category: Computer
Expert:  Marco replied 1 year ago.

businesslegions :

Hi there,

businesslegions :

My name is XXXXX XXXXX I'll be assisting you with this issue.

businesslegions :

PLEASE NOTE: If this chat is idle for 5 minutes (no messages received by either party) it times out. If you do login to this chat and it appears I'm offline, please leave me a message here and I'll connect as soon as I can.

businesslegions :

Are you using the laptop speaker or external speakers?

businesslegions :

If you're using external speakers can you please try plugging in a headset and see whether you can hear the crackling sound.

Customer :

using laptop speakers.

Customer :

i need to run this moment, but i will try it in a few minutes with headphones

businesslegions :

ok no problems

businesslegions :

if you still have a problem with the headset then it could be the audio is set too high

Customer :

I just plugged in the headphones, and it still happens

Customer :

what do you mean "the audio is set too high"? Do you just mean the sound is too loud? If so, that's not the problem since the volume is set to 56%. Or is there something else you are thinking that's possible?

businesslegions :

can you double click on the audio icon at the bottom right hand corner

Customer :

yes

businesslegions :

ok play the music

businesslegions :

and see how high does the grey bar go up to

Customer :

just a smidge over halfway up

Customer :

it says its at 56%

Customer :

the static noise appears about once every 10ish minutes

businesslegions :

is you microphone turned on?

Customer :

where do you check that

businesslegions :

right click on the speaker icon

businesslegions :

select recording

Customer :

ok

Customer :

ok - i see the microphone

Customer :

how do i know if it's turned on?

businesslegions :

You can disable it for now

businesslegions :

to test

Customer :

ok

businesslegions :

right click and select disable

Customer :

ok, done

businesslegions :

test playing

Customer :

the static noise appears about every 5-6 minutes, so it will take a few mins to test

businesslegions :

ok no problems

Customer :

i will log back into the chat in a few mins when i'm done testing. if you've fixed it i will obviously thank you and rate you highly, if not i will log in and tell you it's still going on

businesslegions :

ok thanks


 

businesslegions :

if you have any mp3 audios

businesslegions :

try playing that too , because when you stream via the internet you may get little glitches because you're streaming the audio

Customer :

i was using iTunes

Customer :

and yes, the static still appeared

Customer :

let me clarify - i was listening to mp3's on iTunes

businesslegions :

ok

businesslegions :

if you right click on the speaker icon

businesslegions :

click playback devices

Customer :

yes

businesslegions :

if you click on Tone

Customer :

it says "samsung - AMD high definition audio device not plugged in"

Customer :

and "speakers " realtek high def default device

businesslegions :

ok on realtek

businesslegions :

right click

Customer :

ok

businesslegions :

then click properties

Customer :

pl

Customer :

ok

businesslegions :

can you click Tone

Customer :

i dont see that button

businesslegions :

what tabs do you see after General?

Customer :

levels

Customer :

enhancements

Customer :

srs premium sound

Customer :

advances

Customer :

*advanced

businesslegions :

ok click on enhancements

businesslegions :

is any ticked?

Customer :

nope

businesslegions :

ok great

businesslegions :

srs premium sound?

Customer :

the button "enable srs sound enhancements" is clicked

businesslegions :

ok deselect

Customer :

ok

businesslegions :

then advanced

Customer :

ok

Customer :

the box "allow applicatiosn to take exclusive control of this device" is clicked

businesslegions :

ok that's fine

businesslegions :

what is the default format?

Customer :

24bit 44100 hz (studio quality)

businesslegions :

ok press apply and click ok

businesslegions :

then test

Customer :

ok

Customer :

i will return in 5-10 mins and tell you it's still a problem or i will tell you that you fixed the problem and rate you highly

businesslegions :

sure no problems

Customer :

unfortunately the problem still appeard

businesslegions :

ok

businesslegions :

ok right click on the speaker icon

businesslegions :

then click srs and turn it back on

businesslegions :

then click on Advanced

Customer :

ok

businesslegions :

and select 16 bit 44100 Hz

businesslegions :

then click apply and test again

Customer :

ok

Customer :

nope, still a problem!

businesslegions :

ok

businesslegions :

was there anything higher than 24 bit 44100 Hz?

Customer :

yes, 24 bit, 192000 hz

businesslegions :

ok try that one

Customer :

ok

Customer :

ill be back when i'm done testing

businesslegions :

ok

Customer :

unfortunately the problem re-appeared

businesslegions :

you've already update the drivers?

Customer :

yup

Customer :

and ive updated itunes

Customer :

i cant believe im the only person experiencing this since this is my 2nd new toshiba in 5 months to have experienced this problem

businesslegions :

yes seems very strange

businesslegions :

it could be hardware related then

businesslegions :

because you formatted your HD

businesslegions :

did you test it straight away after you formated your HD

Customer :

thats what toshiba thought, so they sent me a new computer, and i have the same problem with the new one that i have with the old one

Customer :

yeah

businesslegions :

or did you install all the software packets

Customer :

what do you mean?

businesslegions :

when you got the laptop

businesslegions :

did you test it straight away

Customer :

i bought it, installed itunes and transfered my music and tested it

businesslegions :

ok in the drop down list for the audio quality

businesslegions :

is there studio quality listed?

Customer :

do you mean next to the 24bit, 192000 hz

Customer :

next to that it says "studio quality"

Customer :

next to the lowest one (which i tried earlier) it says "cd quality"

businesslegions :

try the lowest as a test

Customer :

the only option i didnt try was "16 bit, 4800 hz (Dvd quality)

businesslegions :

ok try that one

Customer :

the lowest is 16 bit, 44100 hz (CD quality) which i tried

Customer :

i will try the dvd quality

Customer :

i am trying it this way.

Customer :

i hate being pessimistic, but i am can't pretend that i think this will work

Customer :

ill be back when im done testing

businesslegions :

ok if this doesn't work i'm out of ideas

Customer :

the problem persists

businesslegions :

Have you tried going into safe mode to test

businesslegions :

Restart computer and press f8

Customer :

yes, it happened there too

Customer :

ok, what do i do then?

businesslegions :

OK then it could be hardware related

Customer :

ok

Customer :

well, thank you for trying

businesslegions :

No problems

Marco, IT Consultant
Category: Computer
Satisfied Customers: 688
Experience: 10+ years of experience as an IT Consultant.
Marco and 5 other Computer Specialists are ready to help you

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