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

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  1. Anonymous
    2020-08-18T13:12:29+00:00

    Me too. Exact same issue. I'm on my second HW replacement of my 2018 SB2. I'm resorting to a cheapo 2014 MBP I bought to use as a server and using it as my primary work device instead. That seems ridiculous... 😖

    Exactly the same problem. Microsoft even sent me a replacement for Surface Book 2. No luck.  I have spent HOURS on Microsoft support. I have done everything. Yes, even used an ethernet cable, wired mic, bluetooth, you name it. Always comes back.  Also i’ve had to switch to my ipad in the middle of a meeting or class i’m giving. No problem. My wife uses her Mac zoom throughout the day. No problem. I’ve been accused of a Darth Vader voice but mostly fading out or crackling audio. Very random because not on every call.

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  2. Anonymous
    2020-08-19T05:20:44+00:00

    I gave up   Tried everything.  Now i use my phone for zoom

    No problems.  Next computer will not be a surface.  And Zoom is too busy to answer!  I'm fried.

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  3. Anonymous
    2020-08-19T05:42:32+00:00

    I did wish you luck!  Now months later they’re still sending me emails saying they’ll get to my ticket soon. “Due to high demand becasue of Covid blah blah blah.

    interesting thing is I don’t seem to have the problem anymore....

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  4. Anonymous
    2020-08-19T12:12:40+00:00

    You can disable the audio enhancements in the sound settings of your surface, but you should also try disabling Zoom's microphone settings NOT to auto-adjust the volume.

    Click on the upward arrow next to the mic/mute button to go to audio settings, and you will see a small checkbox under the microphone volume slider. Uncheck the box and see if that helps.

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  5. Anonymous
    2020-08-19T16:38:14+00:00

    I believe these are the fixes i did and finally found they worked. I hope others on this thread find that they have the same result. Would like to know since i was one of the original posters on this issue and went on for months with even Microsoft replacing my Surface...to no avail. I do alot of meetings with zoom - one on one, classes and workshops - and haven’t had any complaints for some time now.

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