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Sound problems


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#1 xJelena

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Posted 02 April 2015 - 06:57 PM

Hello,

I hope I'm posting this in a right place.

 

I have problems with my laptop, Win 8.1... I bought it a few months ago, so it's new, and suddenly (few days ago) sound stopped working.

I did make some changes right before that (cleaning with Advanced System Care).. and problem started when I restarted it... I get the error in Windows Media Player "WMP encountered a problem while playing the file.", and while trying to test any sounds: "Failed to play test tone", but it seems that everything is OK. I can't find any hardware/driver problems..

 

I use Advanced Sys Care from the beginning, and it never caused any problems, so I'm not sure if he is the guilty one :)

I tried roll-back option in Adv.Sys Care, and Windows' restore point... It didn't work..

I also tried everything from reseting sound settings, reseting audio services, uninstalling everything that has something with the audio from device manager, reinstalling and also updating all drivers... Even though the COM+ Unmarshalers registry is there, I tried using Windows Repair (all in one) as I found some suggestions on google.. (Unmarshalers exists, but every registry inside is empty.. So there are a lot of subfolders in it, each with one registry with "(default)" name and under data it says "value not set".. I'm not sure if that is the problem..)

 

I don't know what else to try.. :(

Sorry for my bad English and long post, I hope I explained it clearly enough..



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#2 JohnC_21

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Posted 02 April 2015 - 08:14 PM

Hello, and Welcome

 

At a command prompt type sfc /scannow.  Press the Windows key + X. Select Command Prompt (admin)

 

Edit: I would uninstall Advanced System Care. It can, as you already have found out, create more problems than is solves.

 

You can also use the Microsoft Sound Fixit here.


Edited by JohnC_21, 02 April 2015 - 08:19 PM.


#3 xJelena

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Posted 02 April 2015 - 08:30 PM

I also did that with the command prompt... I don't know what to do with the log file though... Are the problems fixed, or should I do something after that?

Sound is still not working..

 

And for the Fixit program, it says that my operating system (Win 8.1) is not supported... :(
 



#4 JohnC_21

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Posted 02 April 2015 - 08:43 PM

sfc /scannow would say if it completed without errors or with errors. If it completed with errors you can type this at the command prompt

findstr /c:"[SR]" %windir%\Logs\CBS\CBS.log >"%userprofile%\Desktop\sfcdetails.txt

You can post the contents of sfcdetails.txt in your next post.

 

Another option would be to do a Refresh. The downside of this is any programs you installed would need to be re-installed. Apps would remain. This would probably give you the best chance of recovering your sound. You would need to gather any serial keys of the programs you installed before doing the refresh.


Edited by JohnC_21, 02 April 2015 - 08:44 PM.


#5 xJelena

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Posted 02 April 2015 - 09:26 PM

Thanks.. I was searching for something like Refresh.. :)
but it's a step that I would like to avoid... so I'll keep it in mind, if I don't come up with a solution... :)
 
I've done the CPrompt thing.. It has errors.. file is a little longer, so I'm attaching it..
 
 
Thank you for helping out.. :)

Attached Files



#6 JohnC_21

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Posted 02 April 2015 - 09:39 PM

Here are the errors and they indicate a sound problem. If you open Device Manager, is there a yellow exclamation mark next to Sound devices? Do you have the following path?

 

C:\Windows\winsxs\amd64_microsoft-windows-audio-audiocore_31bf3856ad364e35 

 

If you do, do you see AudioEng.dll in that folder?

 

2015-04-03 03:59:08, Info                  CSI    000000b0 [SR] Cannot repair member file [l:24{12}]"AudioEng.dll" of Microsoft-Windows-Audio-AudioCore, Version = 6.3.9600.17551, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2015-04-03 03:59:13, Info                  CSI    000000b8 [SR] Cannot repair member file [l:24{12}]"AudioEng.dll" of Microsoft-Windows-Audio-AudioCore, Version = 6.3.9600.17551, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2015-04-03 03:59:13, Info                  CSI    000000b9 [SR] This component was referenced by [l:154{77}]"Package_4_for_KB3004365~31bf3856ad364e35~amd64~~6.3.1.0.3004365-6_neutral_GDR"
2015-04-03 03:59:13, Info                  CSI    000000bc [SR] Could not reproject corrupted file [ml:520{260},l:46{23}]"\??\C:\WINDOWS\System32"\[l:24{12}]"AudioEng.dll"; source file in store is also corrupted

 

2015-04-03 04:15:52, Info                  CSI    0000087b [SR] Cannot repair member file [l:24{12}]"AudioEng.dll" of Microsoft-Windows-Audio-AudioCore, Version = 6.3.9600.17551, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2015-04-03 04:15:52, Info                  CSI    0000087d [SR] Cannot repair member file [l:24{12}]"AudioEng.dll" of Microsoft-Windows-Audio-AudioCore, Version = 6.3.9600.17551, pA = PROCESSOR_ARCHITECTURE_AMD64 (9), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2015-04-03 04:15:52, Info                  CSI    0000087e [SR] This component was referenced by [l:154{77}]"Package_4_for_KB3004365~31bf3856ad364e35~amd64~~6.3.1.0.3004365-6_neutral_GDR"
2015-04-03 04:15:52, Info                  CSI    00000881 [SR] Could not reproject corrupted file [ml:520{260},l:46{23}]"\??\C:\WINDOWS\System32"\[l:24{12}]"AudioEng.dll"; source file in store is also corrupted

 



#7 xJelena

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Posted 02 April 2015 - 09:56 PM

Everything is ok in the device manager, I checked it again... Everything is installed, working and up-to-date... :)
 
I don't have the exact same folder, but I have these two:
 
aiK5o1E.png
 
 
 
And they both have the same files, including AudioEng.dll, but different sizes (I don't know if that matters, so I'm posting pictures):
VhNiMmC.png

Edited by xJelena, 02 April 2015 - 10:04 PM.


#8 JohnC_21

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Posted 02 April 2015 - 10:23 PM

The error relates to version 6.3.9600.17551. When to browse to C:\windows\system32 is audioeng.dll listed. If it is right click and select properties. What version is listed under the version tab? I am not sure why there is such a difference is sizes between the two versions you show.



#9 xJelena

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Posted 02 April 2015 - 10:31 PM

I don't know what do you mean by version tab.. Does this help?

PA450VY.png

 

by the modification date and size, I guess it's the one from 6.3.9600.17551. (first folder on the picture)



#10 JohnC_21

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Posted 02 April 2015 - 10:39 PM

That is interesting the error points to the newer version. It is getting late here and I will be going off. I will have to think about this. There is a BC advisor that has a lot of experience with SFC logs. He has been away for awhile but is back. Hopefully he will see this thread and respond.

 

When I get back tomorrow there is a couple of things we can try and if that does not work, I will PM him and ask for help if he does not see this thread and respond.



#11 xJelena

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Posted 02 April 2015 - 10:45 PM

OK, thanks a lot for your help.. :)



#12 JohnC_21

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Posted 03 April 2015 - 07:51 AM

Open Services. Right Click Computer > Manage > Services

 

Is the Windows Audio Service started and set to Automatic?

 

Type Troubleshooter in your Search Box. Find and Fix problems. Then select to Troubleshoot Audio Playback. Does that work?

 

I believe your Audio files of 7.3.2015 are corrupted. That is why it failed to replace your AudioENG.dll file. If you look at the other files in the list and compare them to their location in C:\Windows\System32 what are the dates shown for the files in System32. Are they all dated 2014? I do not have a computer with 8.1 so I can compare dates for the latest version of those files.


Edited by JohnC_21, 03 April 2015 - 07:54 AM.


#13 xJelena

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Posted 03 April 2015 - 08:27 AM

Yea, a lot of them are from 2013/14...

 

I already checked Audio services... it says it's running and is set to auto...

and I tried troubleshooter, it can't find any problems...

 

But, this morning I googled a little, and tried to re-register the audioeng.dll.. and this happened:

u5jIJxu.png

 

It won't let me do anything with it... but the sound stopped working before windows/drivers updates, so I'm guessing that it's just broken, not "uncompatible"?

Is there a way to download/install just that .dll?



#14 JohnC_21

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Posted 03 April 2015 - 08:44 AM

None that I know of. I am not sure what happened. It would be nice to know what dates are shown of those files on a current Windows 8.1 computer but I do not have access to one. Do you know of anyone who has a Windows 8.1 computer? Did you use an elevated command prompt when registering the file?



#15 xJelena

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Posted 03 April 2015 - 08:52 AM

Elevated? I opened it as an Admin, if that's what you mean...

 

I asked a friend, and he has exactly the same date and time on his file...

 

EDIT: and size is the same...


Edited by xJelena, 03 April 2015 - 09:06 AM.





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