Audio suddenly disconnecting

Flappers

Flappers

Member
Dear All,

[Issue]

Since last week, my audio suddenly stops and then restarts. This is everything, spotify, youtube, games, discord, etc.

There is no specific time for the issue to occur, it seems to just occur randomly. It could be within a few minutes or even to a few hours until it happens.

[Specification]

Case
CORSAIR 5000D AIRFLOW TEMPERED GLASS GAMING CASE
Processor (CPU)
AMD Ryzen 9 5900X 12 Core CPU (3.7GHz-4.8GHz/70MB CACHE/AM4)
Motherboard
ASUS® CROSSHAIR VIII HERO WIFI (DDR4, PCIe 4.0, CrossFireX/SLI) - RGB Ready!
Memory (RAM)
32GB Corsair VENGEANCE RGB PRO DDR4 3600MHz (2 x 16GB)
Graphics Card
12GB NVIDIA GEFORCE RTX 3080 Ti - HDMI, DP, LHR
1st Storage Drive
256GB PCS 2.5" SSD, SATA 6 Gb (500MB/R, 400MB/W)
Power Supply
CORSAIR 850W RMx SERIES™ MODULAR 80 PLUS® GOLD, ULTRA QUIET
Power Cable
1 x 1 Metre UK Power Cable (Kettle Lead)
Processor Cooling
Corsair H115i ELITE CAPELLIX RGB Hydro Series High Performance CPU Cooler
Thermal Paste
ARCTIC MX-4 EXTREME THERMAL CONDUCTIVITY COMPOUND
Sound Card
ONBOARD 6 CHANNEL (5.1) HIGH DEF AUDIO (AS STANDARD)
Network Card
10/100/1000 GIGABIT LAN PORT
USB/Thunderbolt Options
MIN. 2 x USB 3.0 & 2 x USB 2.0 PORTS @ BACK PANEL + MIN. 2 FRONT PORTS
Operating System
NO OPERATING SYSTEM REQUIRED <- Windows 10 Home - 21H1 - 19043.1348
Operating System Language
United Kingdom - English Language
Windows Recovery Media
NO RECOVERY MEDIA REQUIRED
Office Software
FREE 30 Day Trial of Microsoft 365® (Operating System Required)
Anti-Virus
NO ANTI-VIRUS SOFTWARE
Browser
Firefox™
Warranty
3 Year Gold Warranty (2 Year Collect & Return, 2 Year Parts, 3 Year Labour)
Delivery
STANDARD INSURED DELIVERY TO UK MAINLAND (MON-FRI)
Build Time
Standard Build - Approximately 15 to 18 working days
Promotional Item
Get Battlefield 2042 with select GeForce RTX™ 30 Series GPUs
Welcome Book
PCSpecialist Welcome Book - United Kingdom & Republic of Ireland
Logo Branding
PCSpecialist Logo

If I have missed anything out, please let me know.

[Errors/Warnings]

I cannot see any particular log within the Event Viewer Logs at the time the issue occurs.

The only correlation I am able to find is that within Device Manager, when the issue does occur, one "HID-Compliant Consumer Control Device" and 3 "HID-compliant vendor-defined device" show with the yellow warning icon.

When opening the "HID-Compliant Consumer Control Device" driver through Device Manager it states:

"Currently, this hardware device is not connected to the computer. (Code 45)
To fix this problem, reconnect this hardware device to the computer."

When opening the "HID-compliant vendor-defined driver" through Device Manager it states:

"Currently, this hardware device is not connected to the computer. (Code 45)
To fix this problem, reconnect this hardware device to the computer."

Within 1-2 seconds it goes back to normal and audio works OK. Though audio needs to be played again.

Edit: All other USB ports work, it's literally only the USB ports that have the Astro or Steelseries device connected to it.

[Resolutions tried]

Things I've tried:
- New headset (different make/model).
- Different USB ports.
- Rebooting.
- Changing Audio settings (disabling all but one destination, disabling enhancements, etc).
- Complete re-install of Windows 10.
- File System Check (before and after reinstall)

Unsure where to go with this.

Kind Regards,
Paul,
 
SpyderTracks

SpyderTracks

We love you Ukraine
Flappers said:
Sure, I started having the issue with:

ASTRO Gaming A50

I thought they might be the issue, (as I've had them a number of years) and ordered the below:

SteelSeries Arctis Pro - https://www.amazon.co.uk/gp/product/B079YBKT3H/ref=ppx_yo_dt_b_asin_title_o01_s00?ie=UTF8&psc=1

Issue persisted, so reinstalled Windows as I just couldn't find any error logs anywhere I looked.
Even after reinstalling, issue still occurs.
Click to expand...
I have the SteelSeries and 100% vouch for them, they are pretty monumental headphones. Although in case you bought from that link, they're actually £50 cheaper at PCWorld:

www.currys.co.uk

STEELSERIES Arctis Pro Wireless 7.1 Gaming Headset - Black

Virtual surround sound; Connectivity: Wireless & Bluetooth; Compatible with PC / PS4 / PS5; Includes transmitter base station
www.currys.co.uk www.currys.co.uk

But you can test the Astro by plugging it into a different USB port, if the same behaviour, you know it's the Astro device unfortunately. Shame as they are a great set of headphones. The Warranty on the Astros is 2 years, does sound like you may be over that? https://www.astrogaming.com/en-gb/support/warranty.html

BUT ONE THING TO TRY BEFORE REPLACING THE ASTROS:

Just double check what BIOS version you're on?
 
Flappers

Flappers

Member
They are (well hopefully will be) great so far. I got them while they were £50 off, so they were the same as at PCWorld :D

I may have confused the issue, it happens on BOTH headsets.

Both plugged in - All audio suddenly stops, device manager shows the warnings mentioned originally.
Only Astro plugged in - Same as above.
Only SteelSeries plugged in - Same as above.

Tried front ports, tried back ports, tried swapping ports with mouse/keyboard, same issue.
Mouse and Keyboard still work, so it is only when the audio device (Astro base thingy and Steelseries base thingy) is connected to the port D:


Bios Version:
SMBIOSBIOSVersion
3703
 
SpyderTracks

SpyderTracks

We love you Ukraine
Flappers said:
They are (well hopefully will be) great so far. I got them while they were £50 off, so they were the same as at PCWorld :D

I may have confused the issue, it happens on BOTH headsets.

Both plugged in - All audio suddenly stops, device manager shows the warnings mentioned originally.
Only Astro plugged in - Same as above.
Only SteelSeries plugged in - Same as above.

Tried front ports, tried back ports, tried swapping ports with mouse/keyboard, same issue.
Mouse and Keyboard still work, so it is only when the audio device (Astro base thingy and Steelseries base thingy) is connected to the port D:


Bios Version:
SMBIOSBIOSVersion
3703
Click to expand...
So, this is definitely worth trying, there's a newer BIOS update version 3801 which included the AMD Agesa V2 PI 1.2.0.3 Patch C
This was quite a significant patch issued by AMD to address USB disconnects, and it's worth applying it.

ROG Crosshair VIII Hero (WI-FI) | ROG Crosshair VIII Hero (WI-FI) | Gaming Motherboards｜ROG - Republic of Gamers｜ROG United Kingdom

ROG CROSSHAIR VIII HERO(WI-FI)
rog.asus.com

Don't do it without running it past PCS first though, you need their approval to apply BIOS updates as part of your warranty terms.

It's definitely worth applying that first, if it's still happening after that, we'll look into it deeper.
 
Flappers

Flappers

Member
SpyderTracks said:
So, this is definitely worth trying, there's a newer BIOS update version 3801 which included the AMD Agesa V2 PI 1.2.0.3 Patch C
This was quite a significant patch issued by AMD to address USB disconnects, and it's worth applying it.

ROG Crosshair VIII Hero (WI-FI) | ROG Crosshair VIII Hero (WI-FI) | Gaming Motherboards｜ROG - Republic of Gamers｜ROG United Kingdom

ROG CROSSHAIR VIII HERO(WI-FI)
rog.asus.com

Don't do it without running it past PCS first though, you need their approval to apply BIOS updates as part of your warranty terms.

It's definitely worth applying that first, if it's still happening after that, we'll look into it deeper.
Click to expand...

Thanks! I'll send a thingy to PCS and wait for their response then.
Good call on the warranty part, in troubleshooting mode I would probably have simply forgotten about that part, which could have ended badly.

Just weird that it was fine for months, then suddenly started.

Thanks very much for the assistance and will come back if needed after talking to PCS :)
 
SpyderTracks

SpyderTracks

We love you Ukraine
Flappers said:
Thanks! I'll send a thingy to PCS and wait for their response then.
Good call on the warranty part, in troubleshooting mode I would probably have simply forgotten about that part, which could have ended badly.

Just weird that it was fine for months, then suddenly started.

Thanks very much for the assistance and will come back if needed after talking to PCS :)
Click to expand...
The other thing that's worth trying in the meantime also is manually updating the chipser driver as often windows update will apply the incorrect version:


Just to confirm, are you still on windows 10 or did you upgrade to 11?
 
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