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Ask Charles A. Roberts Your Own Question

Charles A. Roberts
Charles A. Roberts, Computer Enthusiast
Category: Laptop
Satisfied Customers: 598
Experience:  Laptop repair specialist
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Can't get any sound. volume up, windows 10. just got it

Customer Question

can't get any sound. volume up
JA: What kind of computer do you have? Do you know what Operating System (OS) you're running?
Customer: windows 10. just got it yesterday Aspire v15
JA: Have you installed any updates recently? What troubleshooting have you tried?
Customer: don't know what else to do. hasn't had sound
JA: Anything else you want the computer expert to know before I connect you?
Customer: no, thanks
Submitted: 1 month ago.
Category: Laptop
Expert:  John replied 1 month ago.

Hello and welcome to justanswer. My name is***** will be assisting you today. I am sorry to hear that you are having such trouble. I will try my best to help you.

Expert:  John replied 1 month ago.

Could you please check on the bottom of the laptop and let me know the full model of the Aspire V15

Is this a brand new laptop?

Thank you.

Note: - Please reply using the box below.

Customer: replied 1 month ago.
V3-575-50TD. yES IT IS NEW
Customer: replied 1 month ago.
Are you here
Expert:  John replied 1 month ago.

Yes i am here,Please give me a moment to check that model details.

Expert:  John replied 1 month ago.

Are you using the laptop inbuilt speakers or headphones also when you click on the volume icon in the system tray does it shows any error message or is it marked X ?

Customer: replied 1 month ago.
using inbuilt speakers. There is no error message or x and it is turned all the way up
Expert:  John replied 1 month ago.

Thank you for checking it.

Please do the following

Press windows key + R key that will open run box in that type devmgmt.msc and press enter that will open device manager.

In device manager expand sound,video and game controllers and let me know the sound device listed in it.

Also see if device manager has any exclamation marks which says unknown device listed in it.

Customer: replied 1 month ago.
it has Intel(R) Display Audio and Realtek High Def Audio. Both show they are working properly.
Expert:  John replied 1 month ago.

OK minimize that device manager window then right click on start menu and then click on control panel.

Once you are in the control panel click on view by Large icons which is in the top right of the control panel

Now locate sound and then under playback see if speakers is selected as default device also see if it shows realtek under it

Let me know.

Customer: replied 1 month ago.
speakers is defaut and realtek is listed
Expert:  John replied 1 month ago.

Open device manager and then right click on Intel(R) Display Audio and then click on uninstall once that is done do the same for realtek too

Then let me know

Customer: replied 1 month ago.
they are both uninstalled
Expert:  John replied 1 month ago.

Good now download the realtek driver using this link : - tinyurl.com/h6z33vd

Download and install it,if it asks for restart please do so and come back to this chat page.

Note: - Please bookmark this page, use that bookmark to open this page after the restart, In case that doesn't work. Then you can get back to this page using the email send by just answer to your email address regarding this question. There is view answer option in the email click on that and you can open this page. You can also use the welcome email from justanswer to open this page too there is a check my answer option in it to open this page. That email also has you justanswer user name and password ***** login.

Expert:  John replied 1 month ago.

Did you manage to download and install the Realtek driver?

Customer: replied 1 month ago.
it is still downloading
Expert:  John replied 1 month ago.

OK let me know once its installed.

Customer: replied 1 month ago.
will do. computer running slow
Expert:  John replied 1 month ago.

OK will be here.

Expert:  John replied 1 month ago.

When you say system is slow do you mean downloading is slow because you are using a brand new PC so performance of the system shouldn't be low?

Customer: replied 1 month ago.
i think my isp is having some issues, not sure, the zip file i am downloading is 442 MB
Expert:  John replied 1 month ago.

OK so the downloading is slow because when i checked your system spec it has a decent spec.

Yes that sound driver file is large compared to other sound drivers.

What percentage is it now ?

Customer: replied 1 month ago.
about 13 minutes left
Expert:  John replied 1 month ago.

OK i will be here.let me know if you need any help.

Customer: replied 1 month ago.
it is almost finished downloading. Guessing I should open the zip folder and follow directions
Expert:  John replied 1 month ago.

Yes open the zip file then you will get a option to run or extract the files,please run it and follow the on-screen instructions to install the driver.

Customer: replied 1 month ago.
i extracted the files but was given no other instuctions
Expert:  John replied 1 month ago.

OK then go to the location where the files had been extracted and then run the set up file to install.

Customer: replied 1 month ago.
ok, it is installing
Customer: replied 1 month ago.
i must now restart my computer
Expert:  John replied 1 month ago.

Please do so and come back to this chat page after the restart using the bookmark or email from justanswer.

I will be here waiting for the result.

Expert:  John replied 1 month ago.

Did you restart the PC and check the sound ?

Customer: replied 1 month ago.
still no sound
Expert:  John replied 1 month ago.

In that case may i remote access to your PC and check the issue directly.It’s secure and also you can see what all I am doing in the PC. Let me know

Customer: replied 1 month ago.
no, but thanks for your help
Expert:  John replied 1 month ago.

One moment before you go please try couple more steps

Expert:  John replied 1 month ago.

I gave remote support option for checking it in detail but if you do not want to continue with remote support we can try couple more troubleshooting.

Is that OK with you?

Expert:  John replied 1 month ago.

Checking to see whether you still need help using the chat.

Note: - Please reply using the box below

Thanking you,

John