IONICO 17.3 - Jack port stopped working out of nowhere

[azureWOX]

Config (Can translate some if needed):

Showing Order
Chassis & Display	Serie Ionico: Pantalla panorámica de 17,3" Mate QHD LED 165 Hz sRGB 100 % (2560x1440)
Processor (CPU)	Procesador ocho núcleos AMD Ryzen™ 9 5900HX (3,3 GHz, 4,6 GHz Turbo)
Memory (RAM)	16 GB Corsair 2933 MHz SODIMM DDR4 (2 x 8 GB)
Graphics Card	NVIDIA® GeForce® RTX 3070 - 8 GB GDDR6 Video RAM - DirectX® 12.1
1st M.2 SSD Drive	1 TB CORSAIR MP400 NVMe PCIe M.2 SSD (hasta 3480 MB/R, 1880 MB/W)
Memory Card Reader	Lector de tarjeta de memoria Micro-SD integrado
AC Adaptor	1 x Fuente de alimentación de 230 W
Power Cable	Cable de alimentación europeo de 1 metro (Kettle)
Battery	Batería de ión-litio integrada serie Ionico de 91 Wh
Thermal Paste	COMPUESTO CONDUCTIVIDAD TÉRMICA EXTREMA ARCTIC MX-4
Sound Card	Audio vía 2 canales de alta definición + clavija auricular/MIC
Bluetooth & Wireless	GIGABIT LAN & WIRELESS INTEL® Wi-Fi 6 AX200 (2,4 Gbps) + BT 5.0
USB/Thunderbolt Options	1 PUERTO USB 3.2 (Tipo C) + 3 PUERTOS USB 3.2
Keyboard Language	TECLADO ESPAÑOL CON LUZ DE FONDO RGB SERIE IONICO 17
Operating System	NO HACE FALTA SISTEMA OPERATIVO
Operating System Language	España - Español
Windows Recovery Media	NO ES NECESARIO SOPORTE DE RECUPERACIÓN
Office Software	Prueba GRATUITA de 30 días de Microsoft 365® (Sistema operativo obligatorio)
Anti-Virus	SIN SOFTWARE ANTIVIRUS
Browser	Microsoft® Edge (Windows 10 solamente)
Notebook Mouse	RATÓN TÁCTIL 2 BOTONES INTEGRADO
Webcam	WEBCAM HD 1 MP INTEGRADA
Warranty	Garantía Oro 3 años (2 años recogida y devolución, 2 años componentes, 3 años mano de obra)
Delivery	3 DÍAS PARA LA ENTREGA EN ESPAÑA
Build Time	Estructura estándar - Aproximadamente 12 a 14 días laborables
Promotional Item
Welcome Book	Manual de bienvenida de PCSpecialist - España

Detailed Specification
	Dimensions & Weight
Dimensions (w x d x h)	394mm x 260.8mm x 20mm
Weight	2.3 kg
Colour	Grey
	Chipset
Processor Support	Intel® Core™ or AMD® Ryzen™ CPUs
	Memory
Memory Type	Supports DDR4 2666MHz
Number of Modules	2 x Modules
Maximum Supported Memory	64GB
	Hard Drive Capacity
M.2 Port	2 x M.2 PCIe Ports
	Display & Graphics
Graphics	Choice of graphics cards - refer to configurator.
Screen Size	17.3 inch Widescreen
Native/Maximum Resolution	2560 x 1440
Refresh Rate	165 Hz
NTSC	SRGB 100%
	Audio
Chipset	High Definition Audio
Channels	2 channel HD Audio
Connections	Microphone-in and headphone-out
Speakers	2 x 2W Stereo Speakers
Integrated Microphone	Yes
	Communications
LAN	2.5 Gigabit Ethernet
Wireless Support	Wireless LAN 802.11ax/ac/b/g/n (M.2 Interface)
Bluetooth Support	Bluetooth V5.0 module support
	Keyboard & Mouse
Keys	4 zone RGB backlit keyboard
Language Support	Multi-Language support
Pointing Device | Touchpad Mouse	Touchpad Pointing Device with left/right click
Backlit Keyboard	Yes
	Memory Card Reader
Memory Card Reader	3-in-1 Card Reader (Micro SD/SDHC/SDXC)
	Ports
LAN	1 x RJ-45 jack
USB	1 x USB 3.1 Gen2 Port (Type C), 1 x USB 3.1 Gen2 Port, 2 x USB 3.1 Gen1 Ports
Display	1 x HDMI, 1 x DP 1.2 via USB-C
Microphone-IN	1
Headphone-OUT	1
DC-in	1
	Webcam
Webcam	1.0 MP Webcam
	Battery & Power Lead
Battery Capacity	6 Cell Lithium-Ion battery (91.24WH)
Typical Battery Life	Up to 5 Hours
Battery Type	Integrated
Power Lead & AC Adpater	1 x Power Lead included with AC Adapter
	Security
Kensington Lock	Yes
	Temperature
Thermal Performance	Due to the high performance components built into this ultra slim laptop, the exterior chassis temperature can reach approximately 45°C when running under full load. This laptop model has been fully tested and meets all thermal requirements, so performance & stability are not affected in any way. If you have any further questions about this laptop, please contact our sales team.

Hello everybody,

This afternoon after getting out of work and turning on my computer, which wasn't touched since last night (at which moment the headphones did work properly using the 3.5 jack), I realized that my headphones weren't outputting any sound, even though they were recognized. Laptop speakers are working fine.

Headphones are fine, they work on my phone.

I tried the following:

- As I was using the default windows update audio drivers, I tried the pcspecialist audio drivers for my model; After this, the behaviour of the laptop was that the sound would be coming out through the speakers if nothing was plugged on the jack and after plugging the headphones no new audio output device gets recognized BUT the speakers aren't sounding anymore.

- Tried installing uppon that driver the THX one, same behaviour.

- Tried some realtek drivers that I found browsing, didn't work.

- Restored the system, didn't work.

- Made a clear windows reinstall (deleted every partition used, so no previous data of anything) and the same thing again, headphones get recognized while cortana is doing junky things but no sound output (again, laptop speakers worked fine).

I've been browsing the forums trying to find a fix, but most of the fixes are for CLEVO chassis or are situations where the sound comes back after restarting / closing and opening the laptop lid... not happening here.

Laptop was doing fine for 2 weeks, no errors, and by the way I did reinstall windows the day it arrived with no problems at all.

Thanks in advance!

 

[Laoshu2021]

Hey,

Any changes made on the last session you had on that laptop before you shut it down? Installs of any apps, drivers, updates (including Windows)? You haven't mentioned that you ensured that sound was not muted when headset was plugged in - I know it's basic but better to clear this early on then later down the troubleshooting process
Have you checked all options in the Sound settings? Both Windows 10 sound and the good old Sounds via Control Panel? Reset the headset device to it's defaults, check the balance on the headset sound left/right.
Any activity in Sounds > Playback when you play sounds (let's say youtube video in the browser)?

Are you able to test another set of headphones? This will help us narrow down if potentially the 3mm jack is having issues or it's your headset on this laptop. Either way I would try playing around with the sound devices in Device Manager - if it's any headphones then you are looking at the "Sound, video and game controllers" or if it's that one headset you are having issues with then look for it in "Audio inputs and outputs"

 

[azureWOX]

Hey,

Any changes made on the last session you had on that laptop before you shut it down? Installs of any apps, drivers, updates (including Windows)? You haven't mentioned that you ensured that sound was not muted when headset was plugged in - I know it's basic but better to clear this early on then later down the troubleshooting process
Have you checked all options in the Sound settings? Both Windows 10 sound and the good old Sounds via Control Panel? Reset the headset device to it's defaults, check the balance on the headset sound left/right.
Any activity in Sounds > Playback when you play sounds (let's say youtube video in the browser)?

Are you able to test another set of headphones? This will help us narrow down if potentially the 3mm jack is having issues or it's your headset on this laptop. Either way I would try playing around with the sound devices in Device Manager - if it's any headphones then you are looking at the "Sound, video and game controllers" or if it's that one headset you are having issues with then look for it in "Audio inputs and outputs"

Nothing new installed on my side, cant check now if windows did update last night but I guess that is not important since when I did reinstall windows yesterday I used the same version and USB I used back when I got the laptop.

Headphones dont have a physical switch of any kind to mute them, also tested with my brothers headphones and no sound.
I restored defaults multiple times on them, uninstalled, restarted, changed audio quality channel (CD, DVD etc), checked balance, level, calls volume reducer, enhancements...

Yeah activity gets picked up when I play a video / click on the audio slider.

Also I don't know it this can be related, but I do have on device manager under "other devices" a "multimedia controller" device that can't get installed (Idk what it can be, don't have anything plugged in). It is listed there when headphones are plugged or unplugged, doesnt matter.

Thank you in advance

 

[Laoshu2021]

The only thing that we can safely rule out right now is that it's not your headset(s) but we are still looking at both software(setup/configuration of the audio bits) and hardware issue(faulty audio jack).

Software - I can see what you've tried in the initial post and that's okay but maybe try couple of more bits like run "sysinfo", get the "System model" - that should give you the details about the motherboard on your laptop and potentially you can find audio software/drivers that you can test, also I'd look for bios update as well if newer one than your current one is available.

In Device Manager, under Audio inputs and outputs, if you remove/uninstall the devices and scan for hardware changes (without the headset plugged in), note down which and how many devices are listed. Then plug in your headset, see if new entry is now listed, check it's properties and events. There might be a clue there.

Over a year ago I had issue with getting the behaviour I want when using USB speakers and headset plugged in on the front panel 3mm jacks on a PC. Solution was getting the Realtek High Definition Audio Driver and making changes to the settings there until I got them to work the way I wanted.
The exact version of the Realtek as showing in Control Panel is 6.0.8702.1
I can't trace down the exact installer I used but it must've been from a site I could trust, most likely the official one. Once this was installed I got Realtek HD Audio Manager icon in Control Panel and that's where I made the changes. See if you can get this tool on your side or if you have it already then check it out.

Hardware - Your 3mm audio jack is Microphone/Speakers 2 in 1, right? Are you able to test if the microphone works at all?

There are probably bunch of other things that can be tried but I would recommend you noting down each and every step you have completed as part of the troubleshooting in a chronological order and if you run out of options - reach out directly to PCS with your findings. I trust the laptop is still under warranty and if they are happy with the software troubleshooting completed so far they may ask you to send it in to check it for a hardware fault.

Let me know what are the results if you try the suggestions above.

 

[azureWOX]

Software - I can see what you've tried in the initial post and that's okay but maybe try couple of more bits like run "sysinfo", get the "System model" - that should give you the details about the motherboard on your laptop and potentially you can find audio software/drivers that you can test, also I'd look for bios update as well if newer one than your current one is available.

TongFang GM7ZG7P
Can't find nothing about it tho :/, also I tried like 5 or 6 different realtek audio drivers.

Some interesting points:
With the default microsoft driver, when plugging the headphones they get recognized but no sound; While running sound troubleshooting and selecting the headphones it tells me to plug them in, I plug them, click next and it then throws an error saying that they are not plugged.

When I have realtek drivers in, I can see in the Realtek Audio Console that the front jack realizes something has been plugged in; still windows or realtek don't show two audio outputs, only speakers, and they won't sound when headphones are plugged in.

In Device Manager, under Audio inputs and outputs, if you remove/uninstall the devices and scan for hardware changes (without the headset plugged in), note down which and how many devices are listed. Then plug in your headset, see if new entry is now listed, check it's properties and events. There might be a clue there.

With realtek drivers it lists only mic and speakers, It doesn't mather if plugged or not plugged (Checking for hardware changes doesn't do anything) :

--------------------------------------------

Microsoft drivers and unplugged: Only shows speakers and mic
Microsoft drivers and plugged: Adds Auriculares (Headphones) to the list

events after uninstalling device and scanning for hardware changes:

Device configured (audioendpoint.inf)
Device SWD\MMDEVAPI\{0.0.0.00000000}.{042ed546-7163-4ec3-825f-4bbf45dc1819} was configured.

Driver Name: audioendpoint.inf
Class Guid: {c166523c-fe0c-4a94-a586-f1a80cfbbf3e}
Driver Date: 12/06/2019
Driver Version: 10.0.19041.1
Driver Provider: Microsoft
Driver Section: NO_DRV
Driver Rank: 0xFF0000
Matching Device Id: MMDEVAPI\AudioEndpoints
Outranked Drivers: c_swdevice.inf:SWD\GenericRaw:00FF3001
Device Updated: false
Parent Device: HDAUDIO\FUNC_01&VEN_10EC&DEV_0274&SUBSYS_1D05112A&REV_1000\5&192d34b4&0&0001

---------------------------------

Device started
Device SWD\MMDEVAPI\{0.0.0.00000000}.{042ed546-7163-4ec3-825f-4bbf45dc1819} was started.

Driver Name: audioendpoint.inf
Class Guid: {c166523c-fe0c-4a94-a586-f1a80cfbbf3e}
Service:
Lower Filters:
Upper Filters:

Did install a somewhat close in time to your version, didnt work, also played around a bit with the control panel realtek manager with no success.

No, my laptop has 2 jack ports, 1 for mic and 1 for headphones (yes, Im plugging it properly haha)

EDIT: Microphone jack works perfectly.

I did call this morning and sent a ticket yesterday, I'm on hold atm.

Cheers

 

[Laoshu2021]

TongFang GM7ZG7P
Can't find nothing about it tho :/, also I tried like 5 or 6 different realtek audio drivers.

Yeah because of the specific custom build not surprised that you are not finding much online. You need to rely on the drivers provided by PCS and maybe ask them if there are any newer ones than the ones you have.

Some interesting points:
With the default microsoft driver, when plugging the headphones they get recognized but no sound; While running sound troubleshooting and selecting the headphones it tells me to plug them in, I plug them, click next and it then throws an error saying that they are not plugged.

When I have realtek drivers in, I can see in the Realtek Audio Console that the front jack realizes something has been plugged in; still windows or realtek don't show two audio outputs, only speakers, and they won't sound when headphones are plugged in.

That's interesting but I can't pin it done to a specific root based on this.

Device configured (audioendpoint.inf)

Device started

I've looked at the events on my side, I have the same messages and I have extra event called "Device migrated" are you seeing that one on your side?

Microphone jack works perfectly.

This would've been good test if it was the same jack but since it's different it's less relevant now I guess.

I'm curious to know if they have advised anything yet after you called?

For next steps, if possible, I will suggest you look up at those Device Manager events on another device and compare them. See if you can find anything obvious.
Running low on more ideas that involve something you haven't looked at already even though re-doing the steps and looking at the case from different perspective might help you spot something that you previously couldn't.

 

[azureWOX]

I've looked at the events on my side, I have the same messages and I have extra event called "Device migrated" are you seeing that one on your side?

I don't get that event, but I uninstalled the headphones on another laptop, checked the events and they are the same.


Also didn't get any update from support as of right now...

I've been messing around with the realtek driver set and trying to find a way to make the headphones appear as a second device, but to no avail. Also installed windows home edition instead of professional edition as a desperate move but nothing.


Thank you anyway for your help! Will be messing around until I get demoralized and start using the headphones through bluetooth, and if I can't pinpoint the cause of this rmaing the laptop

 

[Laoshu2021]

Thank you anyway for your help! Will be messing around until I get demoralized and start using the headphones through bluetooth, and if I can't pinpoint the cause of this rmaing the laptop

No problem. Yeah, I'd do the same probably and put my hopes on PCS official support to advise if this is a software issue and they've seen something similar previously or worst case scenario the audio jack is malfunctioning
Update us with the details once it's resolved thought, would be good to know!

 

[azureWOX]

No problem. Yeah, I'd do the same probably and put my hopes on PCS official support to advise if this is a software issue and they've seen something similar previously or worst case scenario the audio jack is malfunctioning
Update us with the details once it's resolved thought, would be good to know!

...It got fixed by itself.

I haven't done anything else since my last message, went to take a nap, just woke up and it's working now...
PCS Realtek drivers on, THX audio drivers on, headphones don't appear as a separated device on device manager... but when I plug them on headphones just work and get set as the output device, even though they don't appear specifically anywhere.

Most strange thing that's happened to me for a while now. Also for the record, didn't turn off the laptop, just closed the lid.

Good luck to anyone having to fight this problem in the future!

 

[Laoshu2021]

...It got fixed by itself.

I haven't done anything else since my last message, went to take a nap, just woke up and it's working now...
PCS Realtek drivers on, THX audio drivers on, headphones don't appear as a separated device on device manager... but when I plug them on headphones just work and get set as the output device, even though they don't appear specifically anywhere.

Most strange thing that's happened to me for a while now. Also for the record, didn't turn off the laptop, just closed the lid.

Good luck to anyone having to fight this problem in the future!

Nothing is ever fixed by itself mate, it's just part of something bigger that we don't see...yet! Also the nap definitely made the difference there but yeah anyhow I'm glad that's working for you now

 

[DarkPaladin]

My brother downloaded a Windows 10 update last night and he had the same issue, where his headphone jack suddenly stopped working. To fix it, I had him go directly to his audio provider's website (Asus) and re-download the drivers + software.

I'm glad it problem suddenly fixed itself for you though!

 

[ubuysa]

...It got fixed by itself.

I haven't done anything else since my last message, went to take a nap, just woke up and it's working now...
PCS Realtek drivers on, THX audio drivers on, headphones don't appear as a separated device on device manager... but when I plug them on headphones just work and get set as the output device, even though they don't appear specifically anywhere.

Most strange thing that's happened to me for a while now. Also for the record, didn't turn off the laptop, just closed the lid.

Good luck to anyone having to fight this problem in the future!

Nothing ever fixes itself, entropy always increases.

Have you had any Windows updates applied recently? Any other software automatic updates applied recently?

Closing the lid might be a clue, perhaps the slight stress applied to the chassis when closing the lid has moved something? I would keep a close eye (or ear) on this issue.

 

[azureWOX]

Nothing ever fixes itself, entropy always increases.

Have you had any Windows updates applied recently? Any other software automatic updates applied recently?

Closing the lid might be a clue, perhaps the slight stress applied to the chassis when closing the lid has moved something? I would keep a close eye (or ear) on this issue.

Nothing is ever fixed by itself mate, it's just part of something bigger that we don't see...yet! Also the nap definitely made the difference there but yeah anyhow I'm glad that's working for you now

Reinstalled windows once more because uninstalling the thx driver is a pain and it messes up big time the quality of my mic and the steps on fps games.

Everything works fine, default microsoft drivers picks up headphones and speakers separately (not like realtek ones).

Definetly inclined to think it is related to the lid, sleep mode triggered through closing the lid or something on the matter. Also I guess since I've reinstalled and updated windows several times and nothing changed for bad or for good I would discard windows updates having something to do with this problem (my windows update is fully updated rn).

I'll update if this ever comes up again! Thank you guys

 

[ubuysa]

Reinstalled windows once more because uninstalling the thx driver is a pain and it messes up big time the quality of my mic and the steps on fps games.

Everything works fine, default microsoft drivers picks up headphones and speakers separately (not like realtek ones).

Definetly inclined to think it is related to the lid, sleep mode triggered through closing the lid or something on the matter. Also I guess since I've reinstalled and updated windows several times and nothing changed for bad or for good I would discard windows updates having something to do with this problem (my windows update is fully updated rn).

I'll update if this ever comes up again! Thank you guys

Is it set to sleep if you close the lid?

 

[azureWOX]

Is it set to sleep if you close the lid?

By default yes, plugged and unplugged. I haven't changed it, so it should be the same as when it happened.

 

[ubuysa]

By default yes, plugged and unplugged. I haven't changed it, so it should be the same as when it happened.

Try changing lid close to Do Nothing, see whether that makes any difference?

 

[azureWOX]

Well I find myself needing help with this problem again...

Turns out that after turning Secure Boot on the problem came back, and turning it off won't fix it right away...

Tried everything again, every setting on the device, realtek drivers provided from PCSPECIALIST for w11, w10, with and without THX, Windows 10 and 11 fresh installations deleting everything via diskpart...

And as always with default Windows Audio drivers headphones get detected and listed as a separate device while when on realtek drivers my laptop speakers and headphones show on the same device. Headphones get detected either way because the laptop speakers stop outputing audio.

Laptop speakers work perfectly.

I asked for another BIOS version, maybe that maybe fixes this problem, currently waiting for an answer after sending a screenshot of my BIOS, which is this:

Any ideas? Thanks in advance