Mic problems.

I finally had someone over 15 minutes ago and he replaced the whole display (Took him around 30 minutes).

The new mic works fine right after booting the laptop.

(Offtopic, but the sound still has quite a metal like element to it. I think you could expect a way more qualitative mic in such a high end product.)

 

Glad to hear it's working for you! And in the process you scored a new screen and lid

But, yeah, I wish mine hadn't broke either, but then again I'm pretty sure I'm the one who broke it. From dropping my laptop off my bed (5 feet high) a dozen times, to stepping on it getting out of bed another dozen times, to wrestling a friend after Jiu Jitsu practice while wearing my backpack (with laptop in it), I'm sure it had plenty of opportunities to break. This laptop is alot more durable than people give it credit for.

 

Same situation here. It worked before (the laptop is 2 months old) but it doesnt work anymore. Or actually, it works but with extremely low levels impossible to hear properly on the other side.

I have checked the device manager and I got a different result. My "ID Hardware" section reports the following strings:

USB\VID_064E&PID_8118&REV_1627&MI_00
USB\VID_064E&PID_8118&MI_00

Did those who replace it have the same Hardware IDs?
In any case, I see that only those who went through replacement fixed the issue? Is it so? This is really bugging me. I cannot believe that a mic brokes down after 2 months. If this is Alienware quality, I'll stay away from it in the future.

 

I seem to have the same problem too. Got my M14x during the summer; when I try recording my voice, it's so soft it's ridiculous. The only way I can get my voice to be audible on recording is to turn the microphone boost option up, which makes the sound terrible.

Is replacing the whole screen the only fix for this? I bought my laptop in Singapore, but live in Shanghai. The warranty's SG-only, if I'm not wrong, so it'd be a major pain if I'd have to get my M14x back to SG to fix it.

 

I believe so. When I tried to use skype to call UK from oversea with my M14x I just relized the mic is dead. Had to create a hostspot using intel Mywifi, connect to iPhone and use the app on phone!

Recently had the screen changed by dell and its working fine now. Unfortunately there is a tiny dust inside the LCD panel and will need to replace it again this week.

 

Ah yup one thing you can test is to borrow a 3.5mm jack external mic. Plug in and try if soundcard/ software is working properly. If it works instantly without any tweak at all, means on board mic is dead.

 

Again, to fix this problem you simply need to uncheck this box through Skype. No screen changing required. ^_^

I had this same problem, unchecked that box, and now the microphone works perfectly.

 

It is not necessarily for all cases.

I use VMware workstation on my M14x. It detects my webcam as Suyin-2M-laptop-camera. After the dell technician changed my screen it changed to Microblahblah(cannot quite remember)-2M-laptop-camera. They are not identical.

 

Very obvious one and didn't do it for me.
Dell also checks on that, by testing the mic with a non skype tool.
So if Dell/AW says the screen has to be replaced, then it basically has to...

 

Hi,

I am trying to run Tazti speech recognition software on my m14x i7 with Realtech HD Dell audio and my external headset mic is not being picked up well. To the point that this app is not functional. I uninstalled the realtech HD and Microsoft drivers were automatically installed and worked OK. then I downloaded the Realtech drivers from Dell/alienware site and installed them... and it doesn't work again. Seems there is a problem with the Realtech HD drivers.

Anyone else having problems with external headset mics and Realtech HD audio?

Thanks.... Adam

 

Yes I am.
Thus far the only working option for me (After extensive tweaking) was an external mic with noise suppression activated in Realtek Audio HD.

I've had my screen replaced but this has not done anything to correct the problem. The drivers/ software is crappy and there must be conflicting codes somewhere.
Another note is there is an ear piercing screech when I adjust the mic boost DB to +10.

 

So... do I understand it right? No replacement would fix this. It's a driver/firmware issue so we have only to sit and wait. Right?
For sure my last Dell...

 

This is true for me too, although I have not had the screen replaced. Any option other than noise suppression makes even the external microphone unuseable.


Even with the above, the quality is not good - perhaps because echo suppression is needed but I can't use it.

I suspect it is a combination of the camera/mic firmware and the realtek drivers - some unpredicted interaction, that is the root cause.

Still waiting (and carrying around an external mic)

Edwin

 

That sucks.. Just got my m14x in yesterday(company bought) and my mic worked fine in hangout, though I had to turn the auto adjusting volume off because it was making it echo due to it being super sensitive.

I will note that the first thing I did with the cam was update the Live software, not sure if that updated mic drivers or not.

 

I have the same problem guys. It worked great a few weeks back, but now sounds like i'm underwater or something.

 

I still haven't fixed this problem and it's preventing me from doing voice calls / web chat. Should I call Dell and get a screen replacement? What other options do we have!?
This is a widespread and common issue that needs to be fixed!!!

 

What company buys their employees gaming computers? I want in!

 

Greeeat.. the mic problem is back out of nowhere and this time I didn't even install anything at all...
Will call Dell tomorrow but imo this is simply unacceptable for such an expenive product.

I shouldn't have to waste my time over and over again on the same issue calling support over and over again as well as coming home from work earlier so that a tech can come by to repair it... definately not for such a darn thing as a simple mic.

 

Mines about a month and a half old now, the mic still works. But I never use it though, I would trade if I could with someone who needs it, but oh well!

 

had the mic issue.... had an onsite for this... its fixed and havnt had an issue since..... will keep checking this thread.... likely you mics are dead

 

So I just had another Dell technition over to replace my screen for the second time and now the mic works again!

Let's see how long it lasts this time.

 

How do you go about getting a technician at your house? My mic is having the same problem and it's been like for a month.

 

You simply call dell/alienware, have them walk you through all the checks and tests and if that call doesn't solve that problem they will send someone to replace the faulty part. At least that's how it works here in Germany as long as you still are under full warranty...

 

I'm in warranty, but in my country Dell doesn't sell the m14x

 

i just got my m14x yesterday and i tried both the webcam mic and the internal mic with my headset..

seems to work fine, BUT the webcam mic seemed to have feedback.. but it wasnt such a big deal

 

I'm having this same microphone problem where the microphone only picks up taps and whistling. The only way it can hear me is by yelling into the microphone and even when I do that it sounds like I'm under water. What do you guys recommend me doing? Should I call Dell or just buy an external microphone and plug it in???

 

Exactly my case :/

 

Yep. This has been my problem since the start of this thread. I have tried everything other than getting a tech to come replace the screen - nothing works. I really don't fancy risking further problems that may arise with a screen replacement so I just bought a little plug in mic that works fine - A big disappointment that I had to do that though. If all our mics are dying then surely this is a big design flaw. I'm still skeptical about it - I still think it's a software issue... I have done nothing to damage my mic.

 

This issue is under investigation. We have a good idea of what is causing it. We are just trying to determine the best fix at this point. As soon as we hear any details, DellChrisM or myself will post back. Thanks for your patience.

 

Is the problem related to hardware or software?
Could you advise us which is the best option for us at the moment? To have an on-site to replace the screen or waiting for a software fix?

 

Hardware. Best option for right now fix is hinge up screen replacement.

 

I got the official word back. This one is caused by a manufacturing process that did not account for verifying proper alignment and thickness of a sponge in the LCD bezel of all things. The fix will require hardware replacement according to the terms of your warranty (onsite vs mail in, if they even offer mail in for Alienware anymore). Below is the official Dell verbiage. Let me know if you have any questions. Outside the US or Canada, you will have to contact tech support in your region. They should be aware of the issue and fix.


If you are an M14x owner in the United States or Canada who is experiencing any of these issues-
- Firmware update fails to load
- Microphone suddenly faded
- Low volume or distortion

please follow this procedure:

E-mail Dell Support at AWCC-Resolution_Experts AT Dell DOT com; The e-mail address is provided for customers in the United States and Canada and is set up to manage this repair order only.
If you do e-mail the Alienware team, for the M14x microphone fix, please remember to include the following:
• In the subject line, please include “Alienware M14x Microphone Fix Needed”
• your service tag #
• the address where your machine is
• phone number where you can be reached to coordinate the repair logistics, and the best time to reach you.

 

Thanks for letting us know Bill. It's a shame it has resulted in a hardware issue and a total screen replacement, but there we go.
I'll contact Dell? Support tomorrow and let you guys know of the outcome.

 

No problem. There's really no way around it from what I understand. The sponge in question is used as a spacer and was applied in some instances out of spec. There's just no way to replace only the sponge from what I've been told. Manufacturing engineering has taken several comprehensive steps to incorporate specific quality checks, so we should not be seeing the issue in future orders.

If you are in the US or Canada, you should be able to just drop them an email and get ball rolling without a lot of friction.

 

I'm from the UK, so if I contact Dell's normal tech support, they should be aware of this Alienware m14x problem? Or is there a specific number I sould call? I can't seem to find any dedicated line :/

 

They should be aware. If they are not, feel free to point them to this thread. If you are still having trouble, let me know. I'll take the conversation offline with you and get it sorted.

 

Sending my laptop in. They're going to replace the screen. I have a question about the screen though. Is it going to be refurbished?

 

It is possible but not very likely. Since it's a depot repair, and I'm just making an educated guess, they will replace your LCD plastics and re-use the inverter board, panel and power harness from your original LCD.

 

So just out of curiosity as I already had two screens with the described issue:
What's the likelihood of a mic malfunction over time for screens produced before adaption of the manufacturing process?

 

If i just ordered my m14x on the 1st of this month do you think my machine will be effected? I will check of course, but want to be aware of it, so i can look out for any issues.

 

Is there any way to diagnose either an M14x is affected by this microphone problem or not (before experiencing described symptoms)?

 

I'm on my second screen replacement and the voice is starting to become very muffled again... I give it anohter 2 weeks max until voices are not understandable anymore, again :-(

Due to the fact that it happens again and again, it seems to me that generally ALL M14x that have been produced until change of production quality process are basically defective in that regard...

 

i just got mine, i really hope i dont run into that problem

 

Not that I know of. I guess you'd just have to try it on Skype or something.

I think the issue was discovered to be hardware before all the defective hardware could be purged from inventory. Everything in inventory as of this time should be fine.

 

Just had my screen replaced on site. Still the exact same issue, even the engineer thought it was strange. Really don't understand what could be wrong. The replacement screen was a refurb, so can only assume that it's an early batch of screens that has this problem - and I got another (so lucky)?

Just waiting to hear back from Dell now for a possible solution.

 

Thanks for the heads up. I have sent your post over to the appropriate groups. If possible, I would like to reach out to you via PM and discuss your particular case and get you connected with Alienware L3 tech support.

 

Just had another screen replacement. Still the same issue, not fixed. Guy who changed the screen thinks it's a motherboard problem and Alienware tech now want me to do all sorts of crap to make sure it's not a software issue - re-install the OS etc. When we all know it isn't a software issue. And want me to wait for a call which will probrably never happen until I call them up.

Getting really annoyed now as it has taken Alienware Support this long (since my last post here, to get things going) and still no solution.

The icing on the cake? I thought it was strange after screen replacement, when the laptop booted up to black and required a windows restart and all my icons were moved around and everything seemed a little bit bigger. The cause? They sent a lower resolution screen than the one I have in my system!!

VERY pissed off at the moment! As I have to do uni work which requires me to have as much screen resolution as possible and the difference in text clarity is massive. Not to mention there's a horrible crack on one of the hinges of the screen as well.

 

Let us know what happens as I have the mic problem too and don't want to waste my time replacing the screen when it is likely going to fail again in a few weeks. I appreciate it.

 

Will do. I'm really frustrated that we don't know the exact cause of the problem. Me and KillBeagle have had screen replacements and the issue still remains. A lot of us have already re-installed the OS, performed software checks etc. and tested with an external mic (which works). Even Bill from Dell confirmed it was a hardware issue.

Another annoying thing is I asked Alienware Tech before this recent replacement whether the screen he'd be sending is brand new and he said yes. It is obviously not new as there is a crack on the hinge and it's not even the correct resolution (plus it came with a big REFURBISHED sticker)!

 

Agree. Ths week I actually got a replacement system.
However what I find sad is that they were not willing to do any upgrades to it.

That would've been very justifiable after I already had to spend a lot of my personal time to do their required testing, reinstalling windows, hanging on the phone with them, beeing home when the technician came, etc. all for a (not so cheap) faulty product.

I'm sure I already "lost" more then 200,-€ for time where I could have been productive otherwise.
(On top of it we already bought around 20 systems from Dell within the last 13 years and never the cheapest ones either).