Windows 7 won't configure 7.1 surround sound on capable device anymore

bem602 · Mar 18, 2015

Okay, new hardware, same ole problem.

System:
Asus Gryphon z97 Mobo
8 gb (4x2gb stick) 1333mhz DDR3 ram
Intel core i5 4690 cpu
corsair 750w psu
Asus Radeon HD 7790 2gb graphics card (Fresh from a recent RMA for the same problem. Asus replaced the unit)

Before I get started, I DO have my surround sound hooked up correctly. PC hooked to the amp, amp hooked to the TV all connections via HDMI.

So I had to RMA the graphics card for several reasons. It was running slow, it never ran on more than 900 mb of it's 2gb ram, and it refused to configure surround sound. I'm back to the inability to configure surround sound.

It started with a recent Windows update that downloaded and installed. The first try to install this update failed, but worked when it retried. After the restart, I was unable to configure surround sound. Easy solution, I simply uninstalled and re-installed the sound driver for the surround sound receiver. After another restart, issue was fixed.

The second time, I downloaded a game called Star Citizen. After the updating tool for the game was installed, again, I lost surround sound. I attempted to uninstall and reinstall the sound driver for the amp, but this didn't work. So, I uninstalled and reinstalled the drivers for my graphics card. When this process was finished, I was able to configure my surround sound again.

Last night, I installed Steam and downloaded a game from Steam. Everything still worked fine. This morning, I get up and there is a pink shade on my TV. I turn off the TV and turn it back on, no change. I turn the receiver off and turn it back on with no change. I fear the worst has happened and i've lost my surround sound again, but at this point, my system is still configured to 7.1. I perform a restart to get rid of the pink shade. After the restart, my option for surround sound is gone. I went through the process of uninstalling and reinstalling both the sound driver and the graphics card drivers twice and I am still unable to configure surround sound.

Since this is a new graphics card, what are the odds that I have the same issue with the new card? Could something in my PC cause the graphics card to fail? What the heck is going on? I'm at a huge loss here.

Help is appreciated. I will be monitoring this thread closely as this is my best source of information. This community rocks! If you feel there is not enough information, ask questions! I will answer to the best of my ability.

Darkbreeze · Mar 18, 2015

I'd start by updating the BIOS if you don't have the most recent version which is version 2205 located here and was released last month:

http://dlcdnet.asus.com/pub/ASUS/mb/LGA1150/GRYPHON-Z97/GRYPHON-Z97-ASUS-2205.zip

Next, I'd make sure I had the most recent driver installed for the GPU, since the HDMI sound goes through the GPU and any issues with the drivers can end up being problematic.

The newest version for your card is this one:

http://support.amd.com/en-us/download/desktop?os=Windows%207%20-%2064

I'd recommend doing a CLEAN install of the GPU drivers using the methods outlined here:

http://www.tomshardware.com/faq/id-2492424/laymans-simple-guide-solving-graphics-card-issues.html

And just for the sake of covering all bases, make sure you have this audio codec driver installed, after uninstalling the current version, which is the latest for the one on your board, assuming of course you're using the onboard audio and not an aftermarket soundcard, which I saw no evidence of in your post:

http://dlcdnet.asus.com/pub/ASUS/misc/audio/Realtek_audio_Win7-8-8-1_V6017344.zip

bem602 · Mar 19, 2015

So I wake up this morning and i have the same pink tinge across my TV screen. I perform a restart and I have 7.1 surround again.....This is strange.

Darkbreeze, I will try all your steps when I get some time. I appreciate your response and thoroughness.

Darkbreeze · Mar 19, 2015

Try changing the HDMI cable. If there are sound AND video issues, either there is a problem with the GPU or the cable. Possibly the driver as well, so try that first, using the CLEAN method. Installing newer drivers without ENTIRELY removing the old drivers first can cause just as many issues as not having the right drivers installed.

bem602 · Mar 19, 2015

I've used multiple HDMI cables with the system. It neither reproduces nor fixes the problem. I appreciate the suggestion! I absolutely will try the full driver wipe when I get time this weekend though. Thanks guys!

Darkbreeze · Mar 19, 2015

Ok, good luck.

bem602 · Mar 20, 2015

I performed the clean GPU wipe using what you listed. I did it twice. The first time, i installed the driver from my CD and it did not fix the problem. The second time, I downloaded the drivers from AMD and this did not fix the problem. I did not flash the bios, so I would suspect that this is the issue, however, I need to really look into this since everything I read about flashing bios says it's a risk to the system.

Darkbreeze · Mar 20, 2015

Everything you do to your system is a risk. Bios updates are a matter of course these days. Often, newer hardware cannot even be installed without having the newest bios and brand new systems are almost guaranteed to have issues during the first few months of use after the platform is released, again, requiring bios updates. As long as you follow the instructions, you'll be fine.

https://www.youtube.com/watch?v=JVvHwq3syqI

bem602 · Mar 20, 2015

Bios successfully flashed, no change, realtek uninstalled and reinstalled with no change. I think we're down to hardware malfunction again....

Darkbreeze · Mar 21, 2015

Dang it. Rickenfrickendamngoditalltohell. Oh, sorry. That was just me throwing a temper tantrum since the BIOS update didn't help. My applogies.

Seriously, I was hoping and had my fingers crossed that it was the problem.

Have you tried the 7.1 sound using other outputs besides HDMI? Or tried the GPU in a different slot to see if there is an issue with the motherboard slot? Try the middle x16 slot just for giggles.

bem602 · Mar 21, 2015

The last graphics card did the exact same thing before I RMAed it so I think i'm done messin with it and gonna RMA this one too.... I appreciate all your help.

Darkbreeze · Mar 21, 2015

Since it's unlikely, or at least, less likely, to have two different cards display the exact same, and fairly uncommon, behavior, I'd really try it in the other x16 slot before doing that. Since there was originally damage to a card that was in that first slot I'd think the issue to be likely related to the motherboard slot or the PCIe circuit than the GPU card, and it's costs you nothing to at least try it there. If it doesn't show any change, you've lost nothing and can still RMA the card although I would still feel a strong inclination towards it being the motherboard rather than the card.

bem602 · Mar 22, 2015

Since the other card failed on a different motherboard doing the same thing, I was apprehensive about switching the PCI slots. However, I did it anyway to cover all bases. I switched to the second PCI x16 slot and uninstalled and reinstalled the drivers for the GPU. No change, still can't configure 7.1 surround sound. I think i'm just going to save some money and buy a GTX 970 and sell this piece of crap for scrap. I haven't been impressed with this card from the start and even a new card has the same issues. If you have any other suggestions i'd be willing to try, but i'm no longer hopeful. I do thank you for all your help in diagnosing. I learned a lot about my system and the bios flash has made my system faster.

Darkbreeze · Mar 22, 2015

Just for giggles, you might also try reinstalling the motherboard sound and chipset drivers.

Updated chipset drivers (10-28-14): http://dlcdnet.asus.com/pub/ASUS/misc/utils/Intel_Chipset_Win7-8-8-1_V10020.zip

Realtek audio drivers (10-8-14): http://dlcdnet.asus.com/pub/ASUS/misc/audio/Realtek_audio_Win7-8-8-1_V6017344.zip

Have you tried removing the GPU and using the motherboard/CPU graphics and HDMI to see if it works that way? That would tell you for certain if it was simply related to the GPU.

bem602 · Mar 22, 2015

Mobo drivers are up to date and realtek is up to date. When I RMAed the graphics card the first time, I used onboard graphics and it used surround sound no problem.

Darkbreeze · Mar 22, 2015

Then it can't be anything other than the GPU. I'd try it again, just to verify, and then replace the card if it works. That's probably what I should have suggested in the first place.

bem602 · Mar 22, 2015

Either way, there is no question about it now. Thank you for your help. Going to save for a Geforce GTX 970

Darkbreeze · Mar 22, 2015

Good idea. You might also consider one of the upcoming AMD R9 3xx cards depending of course on the cost, performance and whether or not they've managed to make any improvements on the power consumption and heat.

Either way, good luck to you with your endeavor.

Windows 7 won't configure 7.1 surround sound on capable device anymore

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