Dell xps 13 9343 Audio issue

I've got dell xps 13 9343 i5/256gb/8gb touch for a few months now and it has been great. Until I found out that the head phone jack is not working. Whenever I put in the headphone, the sound is still coming from the internal speaker. I think the system has a problem acknowledging the headphone. I called tech support, they said a hardware issue, need to replace the motherboard. But after I researched, I found that if I plug in the headphone and then put the system to sleep mode, the headphone then appears to be working just fine until I take it out then the problems reappear all over again. So every time I need to use the headphone I have to put it in and sleep my laptop. Is this a hardware or software issue? Anyone have any idea how to fix this permanently?

 

When you plug headphones in, there should be a pop-up menu asking how you want that device treated (headphones, headset, mic, etc). Your system won't switch over to the headphones until you tell it what that device is.

Since you're not getting that pop-up, I suspect the problem is software related. Reinstall the drivers (and accompanying audio utilities), and try again. You may also want to try plugging other things into that audio jack, just to see if the problem is related to the specific set of headphones you are using.