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General discussion

XPS 13 Ultrabook:No sound when lock screen

Mar 17, 2012 4:29PM PDT

I've already turned in/exchanged one new laptop that had this exact issue, this is the second brand new laptop with this issue.

Discussion is locked

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re: xps13 no sound when lock screen
Mar 19, 2012 4:54AM PDT

California 707,

My name is jesse leonard and I work for the Dell Social Media Team. You mention that when you lock your system the headphones do not work. Thanks for pointing this out. I'll try to replicate the behavior and see if it's a simple setting miss. It sounds like you covered all the bases. So most likely I will escalate this to engineering and keep this thread updated.

Thanks,
Dell-Jesse

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Resolved
Mar 19, 2012 9:48AM PDT

Called tech today and the tech installed a 'Windows native' sound driver, apparently the Dell driver doesn't work 100% properly. I don't know how to mark this thread as 'resolved'.

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Getting Windows native driver
May 3, 2012 4:38AM PDT

How can I get the Windows native driver and install it to fix this same issue on my XPS13? Thanks.

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driver
May 3, 2012 9:46AM PDT

Go to your online dell account, they've updated the driver and resolved this issue.

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re:xps13 headphone
Mar 19, 2012 5:16AM PDT

California,

Can you tweet to @dellcares with your contact info, name, service tag, email address and phone number or go to facebook.com/dell and hit the support link? You can then you can start the message off with "please forward to Jesse L.

Thanks,
Dell-Jesse L

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Jesse
Mar 19, 2012 6:47AM PDT

Thanks Jesse, I've been in contact with three Dell techs last night and they remotely changed settings on my machine(also factory reset),with no resolution. I will be calling again today.

I do have a case # & I was informed that this issue is "close to becoming a known issue".

Like I said: I'd really like to keep this machine but if this cannot be resolved I'll reluctantly return it and consider another make/model.

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re: no sound from headphone
Mar 20, 2012 12:19AM PDT

Thanks for the update

No sound from headphones if screen saver is engaged, screen is locked (Windows key + L), lid closed when set to "take no action" when lid is closed, or CTRL+DEL+ALT/lock workstation. No sound from speakers with headphone plugged in under this scenario until headphones are unplugged. Then sound from speakers starts immediately, but sound will not come back to headphones if they are re-inserted, either from the locked screen state or from within Windows after logging back in. Must perform a full system reboot to get sound back from headphones.

An updated sound card driver A01 will be available soon for download from www.support.dell.com