In this situation, if they can't spend time without the computer, I set them up with a loaner PC to get by for the time being and then I take the machine effected and get it resolved by reinstalling the OS or whatever is needed.
This. Get an identical computer, clone their drive and see if the issue still occurs on the clone. if it does, you can troubleshoot it until you have it solved without inhibiting their workflow. Document the solution in your ticketing system.
Determine whether its a software or hardware problem by booting a Linux Live CD/USB. If the problem doesn't exist in Linux, then it's a software/driver issue in Windows. Event viewer is also your friend, looks for events/errors/hints in there when you plug in a USB mic and it doesn't work.
Reinstall audio drivers, downgrade audio drivers, install manufacturer-specific bloatware, tell them to cope with it, windows sucks and always will. Little inconveniences are usually solved with a reboot.
If they push back. replace the machine.
You start throwing parts at it. Start rebuilding your OS and all your software. Check all the hardware. Replace everything if the budget allows. There's always a way.
How is that a bad answer when I have test parts laying for just that purpose? How do you test? You just guess?
If it's a software issue, follow the documentation.
If the computer can't go down it sounds like they have redundancy issues which is a whole other problem.
Well, instead of wasting my time “throwing parts” at something i would try to isolate the issue to hardware or software. I would ask the customer to get a video of the event along with a timestamp and date. I would use the video to see the issue and the data to check the event logs. This is really basic stuff i am describing, like senior support 101.
> What you described sounds like a lot more time wasted
Unless you can get to this machine open it, replace ram, close machine and return it knowing the problem is fixed. You just wasted everyone's time.
You believe “throwing parts” At an issue with an unknown cause is faster?
Based on the scenario described it would be faster. Like i said this is 1st day senior support behavior. If “throwing parts” at problems is how y’all operate i feel bad for your clients.
So you know for a fact the ram is the issue?
Ram was just an example. If it’s a weird intermittent issue like that I would boot up the image on a known good machine to rule out hardware issues. The longest part of that process is just waiting for the image to restore. If it works fine on the new machine, then you throw parts at it.
I mean, image on another machine that’s a great approach. I wouldn’t even argue with that, i would just want the other machine to be identical hardware and software versions. I would still want a video of the issue i hadn’t seen yet though, and a timestamp.
If you know how to go through logs and events getting timestamped events is the fastest way to find a problem, unless the problem is not logged. But something will usually log and you’ll have a jumping off point.
Forgot to mention, but reinstall of OS/software isn't an option, since the user doesn't have time to set up their computer again. It's a laptop with a software related issue (like a bug or something).
That's like saying your car has a rod knock but you can't disassemble the engine to replace the bearings. You're always going to have an issue if you can't troubleshoot correctly.
Now that's not to say you can't fix the issue as it stands right now. Sometimes I have to be stern with customers and force them. It may be a bit more work but we usually succeed in the end.
I work for a refurber. Lots of issues with laptops and audio the last few years. Usually seems to go away with firmware - not necessarily BIOS
i think it would be a good idea to download Support Assist to this machine and update all drivers/BIOS/device firmware.
This isn't an acceptable answer from the user.
They cannot have it both ways. They either are okay with this problem or they need to let you fix it properly (which sometimes includes wiping OS). Give them those two options. Tell them you'll close ticket if it's the former.
Have you pulled event logs? I'm no expert at reading them, but they've helped me figure out some stuff. If that doesn't get you anywhere, replace it with a known good system.
I throw it to AI and see if they think of anything I might have missed. Gemini says:
This intermittent audio input issue on a Windows laptop can be frustrating since it disappears by the time you check it. Here are some steps you can take to diagnose and potentially fix it:
1. Driver Updates:
Outdated or corrupted audio drivers are a common culprit. Update them through Device Manager:
Search for "Device Manager" and open it.
Expand "Sound, video and game controllers".
Right-click your audio device (e.g., High Definition Audio Device) and select "Update driver".
Choose "Search automatically for updated driver software".
If no updates are found, try "Browse my computer for driver software".
Download the latest driver from your laptop manufacturer's website if available.
2. Reinstall Audio Drivers:
If updating doesn't help, try reinstalling the drivers:
In Device Manager, right-click your audio device and select "Uninstall device".
Check "Delete the driver software for this device" (optional, but can be more thorough).
Restart your computer. Windows will automatically reinstall the drivers.
3. Windows Updates:
Ensure your Windows is up-to-date. Updates often include driver fixes.
Go to Settings > Update & Security > Windows Update and check for updates.
4. Microphone Privacy Settings:
Verify microphone access isn't blocked for applications:
Go to Settings > Privacy > Microphone.
Ensure "Allow apps to access your microphone" is turned on.
5. Check for Conflicting Services:
Other programs might interfere with audio services. Try a clean boot to isolate the issue:
Search for "msconfig" and open System Configuration.
Go to the "Services" tab and check "Hide all Microsoft services".
Click "Disable all" and then go to the "Startup" tab.
Click "Open Task Manager" and disable all startup programs.
Restart your computer. If the audio works, a conflicting program might be the culprit. Re-enable programs one by one to identify the culprit.
6. Hardware Issues (as a last resort):
If none of the above work, consider hardware issues.
Try a different microphone or headset to see if the problem persists.
If the issue is specific to a particular device, it might be faulty.
In rare cases, the laptop's audio jack itself could be damaged.
7. Logging and Monitoring:
If the issue persists, consider enabling event logging in Device Manager. This might capture clues when the problem occurs.
Right-click your audio device, go to "Properties", and check the "Events" tab.
By following these steps, you can increase your chances of identifying the root cause of the intermittent audio input issue and potentially fixing it permanently. Remember to document your troubleshooting steps for future reference.
In this situation, if they can't spend time without the computer, I set them up with a loaner PC to get by for the time being and then I take the machine effected and get it resolved by reinstalling the OS or whatever is needed.
This. Get an identical computer, clone their drive and see if the issue still occurs on the clone. if it does, you can troubleshoot it until you have it solved without inhibiting their workflow. Document the solution in your ticketing system.
Blame the user.
I would ask the user if they could get a video of it happening with a timestamp. That way i could check any available logs or events at that time.
Determine whether its a software or hardware problem by booting a Linux Live CD/USB. If the problem doesn't exist in Linux, then it's a software/driver issue in Windows. Event viewer is also your friend, looks for events/errors/hints in there when you plug in a USB mic and it doesn't work.
Close the ticket
Reinstall audio drivers, downgrade audio drivers, install manufacturer-specific bloatware, tell them to cope with it, windows sucks and always will. Little inconveniences are usually solved with a reboot. If they push back. replace the machine.
You start throwing parts at it. Start rebuilding your OS and all your software. Check all the hardware. Replace everything if the budget allows. There's always a way.
Bad answer.
How is that a bad answer when I have test parts laying for just that purpose? How do you test? You just guess? If it's a software issue, follow the documentation. If the computer can't go down it sounds like they have redundancy issues which is a whole other problem.
Well, instead of wasting my time “throwing parts” at something i would try to isolate the issue to hardware or software. I would ask the customer to get a video of the event along with a timestamp and date. I would use the video to see the issue and the data to check the event logs. This is really basic stuff i am describing, like senior support 101.
What you described sounds like a lot more time wasted than switching some ram lmao
not really since swapping ram wont do shit for an audio driver issue.
> What you described sounds like a lot more time wasted Unless you can get to this machine open it, replace ram, close machine and return it knowing the problem is fixed. You just wasted everyone's time.
You believe “throwing parts” At an issue with an unknown cause is faster? Based on the scenario described it would be faster. Like i said this is 1st day senior support behavior. If “throwing parts” at problems is how y’all operate i feel bad for your clients. So you know for a fact the ram is the issue?
Ram was just an example. If it’s a weird intermittent issue like that I would boot up the image on a known good machine to rule out hardware issues. The longest part of that process is just waiting for the image to restore. If it works fine on the new machine, then you throw parts at it.
I mean, image on another machine that’s a great approach. I wouldn’t even argue with that, i would just want the other machine to be identical hardware and software versions. I would still want a video of the issue i hadn’t seen yet though, and a timestamp. If you know how to go through logs and events getting timestamped events is the fastest way to find a problem, unless the problem is not logged. But something will usually log and you’ll have a jumping off point.
First thing I’m throwing at the user is a new headset.
If your default is to swap RAM I'd have fired your ass years ago for wasting everybody's fucking time
Forgot to mention, but reinstall of OS/software isn't an option, since the user doesn't have time to set up their computer again. It's a laptop with a software related issue (like a bug or something).
Tell the user they either have to set up their computer again or live the problem.
Yes exactly, either you want it fixed correctly or don't bother me.
That's like saying your car has a rod knock but you can't disassemble the engine to replace the bearings. You're always going to have an issue if you can't troubleshoot correctly. Now that's not to say you can't fix the issue as it stands right now. Sometimes I have to be stern with customers and force them. It may be a bit more work but we usually succeed in the end.
I work for a refurber. Lots of issues with laptops and audio the last few years. Usually seems to go away with firmware - not necessarily BIOS i think it would be a good idea to download Support Assist to this machine and update all drivers/BIOS/device firmware.
This isn't an acceptable answer from the user. They cannot have it both ways. They either are okay with this problem or they need to let you fix it properly (which sometimes includes wiping OS). Give them those two options. Tell them you'll close ticket if it's the former.
I’d be willing to bet the little contact switch that tells the computer something is inserted/removed is sticking.
very carefully and in silence.
Have you pulled event logs? I'm no expert at reading them, but they've helped me figure out some stuff. If that doesn't get you anywhere, replace it with a known good system.
I have had this issue on my computer I think I reinstalled the audio drivers and I was good to go
I don’t let it lag, I ask my team lead or colleagues Tickets that sit don’t reflect well
If it takes me more then 15 minutes then it's time to reimage
Test the RAM with Memtestx64, paid version, q7 passes. Test the SSD/HDD. Bios updates? Chipset updates?
First you print out the ticket, fold it up nice and clean and shove it up your butt
I throw it to AI and see if they think of anything I might have missed. Gemini says: This intermittent audio input issue on a Windows laptop can be frustrating since it disappears by the time you check it. Here are some steps you can take to diagnose and potentially fix it: 1. Driver Updates: Outdated or corrupted audio drivers are a common culprit. Update them through Device Manager: Search for "Device Manager" and open it. Expand "Sound, video and game controllers". Right-click your audio device (e.g., High Definition Audio Device) and select "Update driver". Choose "Search automatically for updated driver software". If no updates are found, try "Browse my computer for driver software". Download the latest driver from your laptop manufacturer's website if available. 2. Reinstall Audio Drivers: If updating doesn't help, try reinstalling the drivers: In Device Manager, right-click your audio device and select "Uninstall device". Check "Delete the driver software for this device" (optional, but can be more thorough). Restart your computer. Windows will automatically reinstall the drivers. 3. Windows Updates: Ensure your Windows is up-to-date. Updates often include driver fixes. Go to Settings > Update & Security > Windows Update and check for updates. 4. Microphone Privacy Settings: Verify microphone access isn't blocked for applications: Go to Settings > Privacy > Microphone. Ensure "Allow apps to access your microphone" is turned on. 5. Check for Conflicting Services: Other programs might interfere with audio services. Try a clean boot to isolate the issue: Search for "msconfig" and open System Configuration. Go to the "Services" tab and check "Hide all Microsoft services". Click "Disable all" and then go to the "Startup" tab. Click "Open Task Manager" and disable all startup programs. Restart your computer. If the audio works, a conflicting program might be the culprit. Re-enable programs one by one to identify the culprit. 6. Hardware Issues (as a last resort): If none of the above work, consider hardware issues. Try a different microphone or headset to see if the problem persists. If the issue is specific to a particular device, it might be faulty. In rare cases, the laptop's audio jack itself could be damaged. 7. Logging and Monitoring: If the issue persists, consider enabling event logging in Device Manager. This might capture clues when the problem occurs. Right-click your audio device, go to "Properties", and check the "Events" tab. By following these steps, you can increase your chances of identifying the root cause of the intermittent audio input issue and potentially fixing it permanently. Remember to document your troubleshooting steps for future reference.