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Headphone jacks don't work.

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Hi everyone,

I have a Dell XPS15 and I'm happy about it for a few months now. But today suddenly my headphone jacks stopped working. When i put them in they are not detected and the sound just keeps coming from my internal boxes. I installed the newest drivers and searched for settings but nothing seems to work. Is my circuit inside the laptop broken or can it be fixed?

Greetings!

All Replies
  • Hi JQ94,

    We can try few troubleshooting steps to check if issue gets resolved:

    1. Run the Windows Audio Playback Diagnose and Repair from the below Microsoft FIX-IT link: http://support.microsoft.com/mats/AudioPlayback/
    2. Update the BIOS on the computer by entering the service tag in the below link: http://www.dell.com/support/drivers/us/en/19/DriversHome/NeedProductSelection?fkey=Drivers_PS
    3. Perform System Restore (only if Software Configuration Changes were made) providing the link for your reference: http://windows.microsoft.com/en-US/windows7/products/features/system-restore
    4. Also run the online diagnostics (Choose a Diagnostic Type as components) on the computer to check if the hardware (Sound card) is working fine, providing the link for detailed instruction:   http://www.dell.com/support/diagnostics/us/en/19?~ck=mn

    NOTE: With system restore you will not lose any data from the computer, any new programs installed in the computer has to be reinstalled on the computer. 

    If issue persists, might be that the audio port is faulty and needs a replacement. I request you to private message the system service tag number. To private message, accept my friend request; click on my user name and click start conversation.

    Please post back with the results.

    Thanks and regards,
    Madhur B
    #iworkfordell
    To know more about Dell Product Support, Drivers & Downloads, Order & Dispatch status -> choose your region US Customers; UK Customers; India Customers. For Dell support videos click Here.

  • I installed all drivers/software and did the tests and seemed to pass them all. No problems were found but the problem persists.

  • Hi JQ94,

    If any other external speakers or headphone is available, check you are able to hear sound.

    If issue persists, the audio jack might be faulty and needs a replacement. I request you to private message the system service tag number. To private message, accept my friend request; click on my user name and click start conversation.

    Please revert back for clarification.

    Thanks and regards,
    Madhur B
    #iworkfordell
    To know more about Dell Product Support, Drivers & Downloads, Order & Dispatch status -> choose your region US Customers; UK Customers; India Customers. For Dell support videos click Here.

  • I have tried any possible option. The only conclusion I can make is that the circuit of these jacks are broken. I will send you my service tag number in a couple of hours because now I'm in class.

    Should i call Dell support to ask if they pick the laptop up for repairs or what should I do?

  • Hi JQ94,

    You can provide the service tag via private message. I have already added you as a friend click on my name and start the conversation.

    You can also contact the technical support by selecting the region where you are located: http://support.dell.com/support/topics/global.aspx/support/dellcare/international_travel?c=us&l=en&s=gen&redirect=1

    For any clarifications please feel free to contact me.

    Thanks and regards,
    Madhur B
    #iworkfordell
    To know more about Dell Product Support, Drivers & Downloads, Order & Dispatch status -> choose your region US Customers; UK Customers; India Customers. For Dell support videos click Here.

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