Optimus II digital autio out problem

[Lum]

Trying to get the digital audio to work on my Optimus II. I've got the latest realtek drivers installed and can set the output to the Realtek SP/DIF outut. The Sound control panel shows audio being sent to that port however there is no sound.

I know the cable is fine because if I plug it into my partner's macbook it works fine. Likewise if I use a USB soundcard I have lying around, that works fine too.

What does seem odd is if I plug the toslink cable into the headphone port, I get a popup saying I have plugged something in, and another when I remove it. Same happens if I plug it into the microphone port.

However if I plug it into the digital audio port there is no popup. Also there is no red light if I look down the port.

Do I have a faulty digital audio port, or is this a software/configuration issue?

I'm using the USB audio for now as it's actually quite convenient to have the audio connection on the same side as the HDMI cable, but would like to get this fixed for future use.

 

[Lum]

Called PCS about this a week last Friday, and they did a remote control session and couldn't figure it out. Said it was likely a hardware problem and someone would be in touch to arrange a collection.

Haven't heard anything since then. Does anyone know how long this likely takes?

 

[PokerFace]

I would have expected them to have called you by now Lum. I'd give them a ring to remind them if I were you.

 

[Lum]

I would, but I kind of object to the cost of the call since I only have a mobile phone and the hold times can be quite long. Sure it only works out costing me a few quid but still very annoying.

Anyone got a geographic (01 or 02) number I can call them on?

 

[PokerFace]

You could send an email to them or use a friend's landline.

 

[Toran]

Hello,

I'm new to the forum and have had my Optimus since just before Christmas. I recently purchased a optical cable to hook-up my Turtle Beach X41http://www.turtlebeach.com/products/xbox-gaming-headsets/ear-force-x41.aspx headphones.

I am also having the same grief with getting the optical out to work. I'm pretty sure that there's a hardware problem. I've spoken with customer support and they are reluctantly agreeing there's an issue with the hardware. There's no red diode output from the optical port with or without the optical cable connected, which, for me, is the most obvious sign of a problem with the hardware.

Anyway, my question to Lum is, did you ever get yours resolved e.g. returned to factory and if so how long did it take to fix and what was the actual problem (if you were told that is!).

Thanks in advance,

T

 

[Lum]

Not only did I never get this resolved, but PCS are also refusing to help me.

Shortly after this thread, I had a whole bunch of personal stuff going on. Forced to move house, partner becoming disabled during the process of moving house and her new needs forcing us to move house again as soon as the 6 month tenancy was up. Enough going on to make you forget about not being able to get 5.1 surround sound from your laptop. Hell I didn't even set up the receiver in the new house as I knew we were going to have to move.

Anyway, things have finally settled down and I actually set up the receiver again, at which point I'm reminded that this still isn't working.
I've tested it again just to be sure. No output, not even PCM. Test it again with my partner's MacBook. Works perfectly. I even did a fresh install of Windows just to be certain.

I email PCS to ask them if they can pick up the original fault and resolve this and am told:

As the parts warranty has now expired I’m afraid this will not be possible.

Kind Regards,
PC Specialist Support Team

Really not pleased here, the fault was reported well within the warranty period and I shouldn't have to be chasing them on an expensive premium rate number to get them to actually arrange the collection they promised.

I should probably print out this thread as proof of me reporting the fault, in case it gets deleted.

 

[vanthus]

Sorry your having these problems,but Ive got to say,no way will PCS refuse to help you,and I doubt very much your post will be deleted.Best phone tech support for help.

 

[JakAttack]

I am sorry to hear about the issues have transpired here.

I have checked the call log for your order and cannot see anyone you spoke to regarding the collection of your computer, normally this is requested by yourself and is booked in immediately as we all work in the same department.

I am sorry to hear about the circumstances that surround the events you have experienced in the last 12 months, but I am afraid if a warranty request is not made during the warranty period then often we cannot help under the timeframe terms of the warranty, as it affects our warranties and the services we use, this would be the same for any other company.

You are outside of your 1 year collect and return, but you can still pay for the collection and redelivery under the 3 year labour warranty, any manufacturers warranties are also upheld so there is a chance there will be no parts costs if anything does need replacing.

Alternatively I can have another look remotely for you and see if we can get this up and running.

You can email me using the webmail service on the website as I look after these between 9am and 5pm every weekday, you will get a response in 12-24 hours usually.

 

[Lum]

Can you confirm if the laptop chassis is actually under warranty with Clevo? otherwise it's not really worth me paying the postage to send it back
Do your notes show my original call reporting the fault?

Happy for you to remote in and have another look. I'm working from home today so can plug it into the receiver for you to test with.

Edit: I should also point out that the person I spoke to said he would arrange the collection as the hardware was apparently faulty. The fact that he failed to then write it down on your ticket system does not negate the fact that my request for repair was made in August 2011.

 

[SmokeDarKnight]

Sorry to hear of your troubles over the last 6 months hope everything is starting to calm down a bit.

Is it 5.1 for gaming or DVD playback?

If its for DVD when working it should give you full 5.1 if it was working, however if its 5.1 for gaming your looking for the audio will not provide you with 5.1 as it doesn't have a Dolby Digital Live sound card which is required for the full 5.1 experience, it will only give you stereo or dolby pro logic in which case you'll get about as much the same sound if you plug into the headphone to 2 phono. To achive this you would need buy an external Sound Card with Dolby Digital Capabilitys that would connect through the USB.

If it is just for DVD playback then ignore what im saying as the external device costs about £60 an you can probibly pick up a DVD player for about £10 these days.

 

[Lum]

It is for DVD and BluRay playback, however I can't even get 2 channel PCM out of the digital audio output. The little red laser at the end of the socket just doesn't light up.

 

[tom_gr7]

It is for DVD and BluRay playback, however I can't even get 2 channel PCM out of the digital audio output. The little red laser at the end of the socket just doesn't light up.

sounds like the actual optical port is faulty to me. I've just looked on the back of my mobo, even though I dont use that optical port it still lights up red. So I'm pretty sure its faulty.

Are you completely out of warranty?

 

[steaky360]

sounds like the actual optical port is faulty to me. I've just looked on the back of my mobo, even though I dont use that optical port it still lights up red

+1 - Mine does too, as does the one on the xbox.

 

[Lum]

sounds like the actual optical port is faulty to me. I've just looked on the back of my mobo, even though I dont use that optical port it still lights up red. So I'm pretty sure its faulty.

Are you completely out of warranty?

When I first reported this to PCS the laptop was only two months old, though it seems records of this call have mysteriously disappeared.

I'm now part way into my second year, which is apparently labour only, i.e. completely worthless to me as I'm comfortable enough with taking laptops apart and fixing Windows issues.

 

[SmokeDarKnight]

Its a tricky one, i know its unfortunate and dont want to sound like a baddy but PCS cant be help responsible for the gab between reporting the problem and now. They would have to draw the line somewhere otherwise we would all be doing it.

At a guess i'd say the component thats faulty is perhaps integrated into the mobo and thats why its a tricky item to replace.

Something like this may be a cheap option External Sound Card and just leaving it connected to your audio system.

I can think of any other options sorry

 

[Lum]

That's what I used previously, but it turns out that the Terratec Aureon 5.1 USB doesn't support AC3/DTS passthrough under Windows 7, which is annoying as the onboard Realtek audio does, if it worked.

 

[Lum]

Its a tricky one, i know its unfortunate and dont want to sound like a baddy but PCS cant be help responsible for the gab between reporting the problem and now. They would have to draw the line somewhere otherwise we would all be doing it.

EU Directive 1999/44/EC specifies a two year minimum for all consumer goods. The UK Sale of Goods act extends this for up to six years.

Even if the fault had happened just the other day and I had somehow hacked into these forums and created a fake thread from 2011 I would still be covered as my laptop is not two years old yet.

In actual fact the warranty I paid for is worthless, thanks to this requirement.

Here is a more friendly version of the document. Page 9 states:

‘How long are guarantees on consumer goods valid?’
Viktor used to live in Germany, where it is common for products to have manufacturers’ guarantees of five years. In March 2005, he bought a new washing machine in his home town of Eger in Hungary, but it started to leak water in April 2006.
‘I complained to the Hungarian representative of the manufacturer, but they didn’t want to know. They said in Hungary there is only a one-year guarantee, not five years. What can I do?’
In this case, Viktor’s rights as an EU consumer are not being respected by the Hungarian representative of the manufacturer. The fact is that a two year guarantee applies for the sale of all consumer goods everywhere in the EU (Directive 1999/44/EC). In some countries, this may be more, and some manufacturers also choose to offer a longer warranty period.
When you buy a new product, it should look and function exactly how it was advertised. But do you know what your rights are if your new coffee machine leaks, or if a green door is delivered instead of the blue one you ordered?
The vast majority of purchases and transactions in Europe take place with no reason for complaint. However, if you do have reason to complain, you should be aware that the following rights and responsibilities apply everywhere in the EU:
•If the item you bought does not look or function as it was advertised, or if it is not satisfactory, you have the right to have the item replaced or to get your money back if the replacement was not completed in a reasonable time at no extra cost.
•If you buy goods that turn out to be faulty, manufacturers must compensate you for any personal injury or damage caused to property.
•When you buy goods or services by post, telephone, faxor through the Internet from a professional trader, you have the same rights in relation to guarantees as if you had bought them in a shop.

Now the laptop was advertised as having digital audio out, complete with a diagram showing mic/headphone/toslink ports and it is this toslink port that does not work, so it is fair to say that the laptop does not function as advertised. This law gives me the right to a replacement or refund at no extra cost. All I am asking for is a repair. I think this is more than reasonable.

 

[steaky360]

That law applies to the manufacturers though and not the point of sale as far as I am aware. Nt saying you are not covered but it might be you would need to RMA direct to manufacturer as opposed to through PCS. From my understanding of what happens during the RMA process with PCS, during their warranty period they will try and fix the item, if they can't it gets RMA'd with the manufacturer. If you are out with your PCS warranty you might need to get in touch with real tech (or whoever) yourself.

As you stated above though you will still be covered!

 

[Lum]

Nope. Sale of Goods act is pretty clear on this one. The responsibility lies with the shop, not the manufacturer. So even if it were a Dell laptop purchased from Curries or Amazon or another box shifter like that. It is the seller who are responsible for dealing with it.

The seller may then choose to take it up with the manufacturer.

http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange

When returning items, beware shops trying the oldest trick in the book: saying they're not responsible for the shoddy goods and you must call the manufacturer. This is total nonsense!
If a company fobs you off by saying “go to the maker instead”, it's wrong. It's the retailer's job to sort it.

As an aside, that Realtek soundcard is built onto the laptop's motherboard, so the issue would be with Clevo.