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hongkongpom
hongkongpom, Computer Support Specialist
Category: Computer
Satisfied Customers: 1268
Experience:  Microsoft Certified Desktop Support Technician since 2007
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Experiencing audio disruptions like choppiness and lag only

Customer Question

Hello. Experiencing audio disruptions like choppiness and lag only on chrome. IE9 and FF do not have this issue. Running Vista 64-Bit. Cannot update to Win10 bc my desktop is deemed obselete by HP.
Submitted: 5 months ago.
Category: Computer
Expert:  Michelle replied 5 months ago.

Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.

What is the make and model of the computer?

Customer: replied 5 months ago.
Hp touchsmart iQ 826t
Expert:  Michelle replied 5 months ago.

uninstall audio drivers from the device manager and then reboot the computer.

Customer: replied 5 months ago.
will do. how do I reach you if that doesn't work?
Expert:  Michelle replied 5 months ago.

You can relaunch this chat from justanswer email.

Customer: replied 5 months ago.
ok. brb
Expert:  Michelle replied 5 months ago.

After the computer reboots try to run windows updates.

Customer: replied 5 months ago.
a pop up message has an option to delete driver software from this device. yes or no?
Customer: replied 5 months ago.
windows stopped supporting vista. Will I be able to update driver?
Expert:  Michelle replied 5 months ago.

yes windows has stopped xp and vista support however they cannot stop running updates.

Customer: replied 5 months ago.
this didn't solve my issue and now audio isn't coming throught my external speakers
Expert:  Michelle replied 5 months ago.

do you want me to remote connected and install the sound driver for you?

Customer: replied 5 months ago.
Customer: replied 5 months ago.
can we do this tonight? i have to go to work
Customer: replied 5 months ago.
I paid 44 already. And it stated pay only if I am satisfied. I am not satisfied since the issue hasn't been resolved
Expert:  Michelle replied 5 months ago.

you can pay for the remote assistance after the problem is resolved.

Customer: replied 5 months ago.
My issue is still unresolved after reading countless forums and watching videos. You can walk me through the steps or remote in at no additional cost. I will not pay an extra fee to have you remote in.
Expert:  Michelle replied 5 months ago.

let me know when you are ready i will walk you through.

Customer: replied 5 months ago.
Ready...
Expert:  Michelle replied 5 months ago.

click on start select search and type in dxdiag on the search box and hit enter.

Customer: replied 5 months ago.
ok done.
Expert:  Michelle replied 5 months ago.

it show what windows version?

Customer: replied 5 months ago.
WIndows Vista Home Premium (6.0. Build 6002)
Expert:  Michelle replied 5 months ago.

open device manager from the search again.

Customer: replied 5 months ago.
ok. done
Expert:  Michelle replied 5 months ago.

click on the + sign on audio video and game controller

Expert:  Michelle replied 5 months ago.

what all is listed under it?

Customer: replied 5 months ago.
AverMedia A323 MiniCard Hybrid ATSC, (2) Bluetooth Hands-Free Audio items, Bluetooth Stereo Audio, High Definition Audio Device
Expert:  Michelle replied 5 months ago.

take a screen shot of the expanded item of the audios in the list and post it here so that i can see and tell you what needs to be done next.

Customer: replied 5 months ago.
not functioning. I am hitting printscreen and nothing is captured.
Expert:  Michelle replied 5 months ago.

press ctrl and hit prnt screen and then try to paste it in ms paint.

Customer: replied 5 months ago.
Here it is...
Expert:  Michelle replied 5 months ago.

audio driver looks fine all you have to do is install java, flashplayer and shockwave and then reboot the computer everything should be fine after that.

Customer: replied 5 months ago.
DLing Java now. I've dl'd Flashplayer 3 times since this incident. I have the latest flash...
Expert:  Michelle replied 5 months ago.

install shockwave as well.

Reset IE and FF and Chrome to factory reset and then try.

Customer: replied 5 months ago.
The Chrome browser does not support NPAPI plug-ins and therefore will not run all Java content. Switch to a different browser (Firefox, Internet Explorer or Safari on Mac) to run the Java plug-in. More info.I am only experiencing choppy audio and crackling on chrome. I've disabled the flash pepper plugin, tried all 3 of these >>http://www.bluesmoke.ro/en/cum-sa-rezolvi-problemele-audio-in-google-chrome/ to no avail.
Expert:  Michelle replied 5 months ago.

give me a website which is choppy in audio.

Customer: replied 5 months ago.
all of them... https://www.youtube.com/watch?v=uEfNB6F0HK4
Customer: replied 5 months ago.
i am going to restart. brb
Customer: replied 5 months ago.
kindly confirm.
Expert:  Michelle replied 5 months ago.

dont restart now.

Expert:  Michelle replied 5 months ago.

Close googgle chrome and then right clik on the google chrome and select properties
On the target location you will seee "s(x86)\Google\Chrome\Application\chrome.exe"
Hit space bar once afer teh exe" and type in in continuation as --disable-audio-resampler hit ok and close chrome and reopen and then play and check.

Customer: replied 5 months ago.
ok
Expert:  Michelle replied 5 months ago.

let me know how it goes.

Customer: replied 5 months ago.
still choppy :/
Expert:  Michelle replied 5 months ago.

Its should have taken care by now. Can i check the settings using remote access?

Customer: replied 5 months ago.
I don't want to pay extra. You're a great tech Michelle but I wasn't aware at the start of this that remoting in would cost me extra.
Expert:  Michelle replied 5 months ago.

i wont charge you for that no extra cost.

Customer: replied 5 months ago.
Thank you!
Expert:  Michelle replied 5 months ago.

Click on the remote link and run Secure Remote Assistance
After you click on the link given above it will open a page click on the green "I Agree" button.
Download and run the Elsinore screen connect.
Allow it to install and let it be opened.

Expert:  Michelle replied 5 months ago.

michelleclive: Hi
michelleclive: i am connected
michelleclive: may i take the mouse control
Guest: ok
michelleclive: ?
Guest: firewall?
michelleclive: no
Guest: may i show you something O tried yesterday?
michelleclive: when did the problem started?
Guest: 2 nights ago. I figured it was my Norton 360 that was the culprit for not allowing me to interface with any of my browsers
michelleclive: not a problem.
michelleclive: when did you install Norton?
Guest: I've had Norton for 3 years
Guest: but 2 nights ago it rebooted my desktop and that's when things got hairy
michelleclive: ok
Guest: I chatted with mocrosoft, and norton
Guest: think Iknow what it is
Guest: just let me show you
michelleclive: sure
michelleclive: is it still choopy?
Guest: yes
michelleclive: you can try removing Norton and then check the audio.
michelleclive: reinstall it back after the issue is resolved.
Guest: norton is uninstalled
Guest: i uninstalles it yesterday
michelleclive: try that and let the test account be there you can let me know once done then we can remove the test account.
Guest: I removed Norton bc it prevented me from using chrome and firefox. It was only allowing me to run IE9
michelleclive: you have to give me some time let me work on this and i will be back with a solution.
Guest: ok
Guest: chrome is my go to
michelleclive: what time do you prefer to be online tomorrow evening?
Guest: after Game of thrones
Guest: 10pm ish
michelleclive: are you on CST
Guest: est
michelleclive: ok so 10pm EST
Guest: yes. I'm concerned that if I re install Norton I won't ne able to get on chrome again
michelleclive: the issue is with the plugings however xp and vista has been obsolete thogh there is no updates available due to which we are having a hard time getting it fixed.
Guest: I know. I paid a lot for this desktop. That's why I am being stubborn
michelleclive: no worries we will get it up in running by tomorrow.
Guest: TX!
Guest: Will you exit out of the test accounty and restore back to normal?
michelleclive: you can do that but let it be there i will remove it tomorrow after we are done. you can switch over the user.
michelleclive: done.

Customer: replied 5 months ago.
i am available for the next 2 hours if you'd like to continue.
Expert:  Michelle replied 5 months ago.

i will be online in next 20 mins

let me know if you would like to proceed further else let me know what other time you can be online

Customer: replied 5 months ago.
I am here now
Expert:  Michelle replied 5 months ago.

i have been checking the possibilities all this while after my last response

i seem to be out of ideas on how to take this further and will opt out and let my fellow experts review this issue and help you on this

Customer: replied 5 months ago.
ok. Thank you for all you have done.
Customer: replied 5 months ago.
I read that it may be a latency issue.
Expert:  hongkongpom replied 5 months ago.

Hello there I'll give it a go.

​1) Upgrade Chrome to the latest version

2) If no luck try increasing the buffer size by adding ​--audio-buffer-size=2048 after the .exe" when you right click the Chrome icon. Make sure there is a space between the exe" and the --

3) If still no luck try adding --force-wave-audio after the .exe".

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