Surface Book 2 audio - Crackling sound in Zoom meetings

Anonymous
2020-04-15T05:20:04+00:00

Hello Microsoft Community, 

I am experiencing exactly same issue as highlighted in this post;

https://answers.microsoft.com/en-us/surface/forum/all/surface-book-2-microphone-starts-crackling-after/0f27fa1b-3bec-4927-8c5b-303522bad118

When I am in a Zoom meeting with 1 person it appears ok - but when a meeting with multiple attendees (hence higher CPU load) are in progress all of sudden other participants get loud crackling noise when I speak, and it has happened on a regular basis.

I have used both

  • the built in mic array, as well as
  • a separate Logitech USB headset & a Plantronics USB headset

but when the crackling jumbled sound starts to occur, it doesn't matter which mic I am using - and it continues on and off.

I have updated the drivers to the latest packages available, but the issue persists.

I have seen a post talking about unchecking "Enable audio enhancements - Signal enhancements" on Reddit 

https://www.reddit.com/r/Surface/comments/3dgdkw/how_to_fix_audio_cracklingdistortion_on_surface/

but I don't see that option in my Surface Book 2 13" i5 model (with the latest Windows 10 patches)

However I do notice a checkbox with "Enable Hardware Acceleration". If I uncheck the box what would it do?

Regards,

Jihong

Surface | Surface Book | Sound and camera

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

47 answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2020-05-04T14:59:45+00:00

    If none or still issue persist, please try these steps first:

    1: Run Surface Diagnostic Toolkit and check Windows Update

    2: Run System File Checker Tool in Windows 10

    Tried running SDT and SFC as recommended above, no violations found, could it be because of Windows Pro Insider Preview, is it worth rolling back to try and resolve? I have had this problem now for the past month or so and tried everything including stopping almost all other programs in the calls.

    I have tried with hardware acceleration in Zoom on and off and with Zoom on the integrated GPU and on the Nvidia GPU.

    Was this answer helpful?

    0 comments
  2. Anonymous
    2020-04-15T06:15:09+00:00

    Hi australiasquare,

    Thank you for reaching out to Microsoft Community.

    Try to access the Audio Enhancements through Control Panel. While your Headset or Mic is plugged in, open Control Panel > Hardware and Sound > Sound. Select your headset and choose Properties, check if you have the Enhancements tab.

    If none or still issue persist, please try these steps first:

    1: Run Surface Diagnostic Toolkit and check Windows Update

    2: Run System File Checker Tool in Windows 10

    If this answer your question, we highly encourage you to inform our Community by clicking on Yes or marking my post as an answer. This will help other members who may have the same issue as you. Otherwise, don't hesitate to update us so we can further assist you.

    Kind Regards,

    Marrion Y .

    Was this answer helpful?

    2 people found this answer helpful.
    0 comments