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Hi, I have a Samsung XE500T1C slate that till the beginning of March was working great. After a Windows update the slate never booted back into Windows. A system restore worked fine till the next week when the Windows updates were re-installed. Regrettably my restore point was gone and I had to restore to factory and then upgrade to Windows 8.1.
After the update to 8.1 I was again not able to boot up. Restarting in safe mode and eliminating devices one at a time revealed the Realtek I2S audio device was causing the problem. Searching Bing (ok it was Google that found it) shows other have the same issue.
As long as I leave the audio device disabled my slate works fine. When I enable it audio works but the camera operational LED turns on. Then if I restart the slate it never boots back up and its back to safe mode to disable the Realteck I2S audio device.
Windows 8.1 is fully updated. My slate system software is fully updated...All updates are in place so please don't suggest that!
Removing the Windows updates that came down on March 10th did not work.
Any ideas how to get audio back?
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.
clean install windows 10 resolved the issue for me. NOT an upgrade but use windows media creation tool format the drive and do a clean install.
been there and done that with no success, as was already discussed in this thread many months ago.
Curtis, please keep this thread in the loop.
Wll mine works perfectly now ill image it and attempt to install windows from scratch again maybe something has changed ill report back if i figute out exactly what I did. But i used it yesterday and it was working with w10 sound and everything and mine didnt wirk with 8.1 or 10 preview
Upgrading to Windows 10 will only temporarily solve your problem. My 500T ran for a while on Windows 10 until I did a certain group of updates and then the wireless driver quit. When I contacted Samsung about this - they told me that the 500T is not supported on Windows 10.
To me it's not a viable option to install windows 10 and then not be able to install the updates (but those of you who want to do that I supposed that is up to you). I'm an info-sec guy so patching is important.
I'm going to check back with Samsung who figured I might learn something about this after a week. I'll post what I find out.
Curt
PS - as a temporary work around I was able to install 8.1 from USB with the 8.1 ISO but I did NOT install the sound driver. Instead I picked up a bluetooth speaker as an interim fix. This works just fine.
Here is the latest update from my chat session with Samsung tonight.
Cinderella: Hi, thank you for contacting Samsung Canada support. How may I assist you today?
Curtis: Cinderella?
Cinderella: Hi Curtis.
Cinderella: Plesae go ahead with the issue/
Curtis: I have a glass slipper I'd like you to try on (sorry - I couldn't resist)
Curtis: I have an open ticket that I would like for you to check for me.
Curtis: I want to know if there has been any update.
Cinderella: Plesae assist me with the ticket id.
Curtis: ********137
Cinderella: Thank you.
Cinderella: Allow me few minutes while I go through the ticket.
Curtis: Certainly.
Cinderella: Thank you.
Cinderella: Thank you for waiting.
Cinderella: Did you try the Sw update tool?
Curtis: There is a technical team looking at the issue of your chipset driver and the sound driver having a problem.
Curtis: I've been working on this for weeks.
Curtis: Can you tell me if there is any change in what the tech team has found (if anything).
Cinderella: Thank you for the information.
Cinderella: I see that the ticket is in closed status.
Curtis: closed?
Cinderella: In this case, I would suggest you to contact the phone support number, they will assist you further.
Curtis: Is there any more information in the ticket?
Cinderella: I am sorry, I see that there is no other information.
Curtis: WHAT?
Curtis: THAT IS CRAZY
Cinderella: Please contact the phone support, they will assist you with it status.
Cinderella: I see that you are experiencing an issue with the sound drivers.
Curtis: Not just me - there are MANY people. Samsung doesn't seem to be taking this seriously.
Cinderella: I can understand your situation.
Cinderella: If there was any option from my end, I would definitely have helped you.
Curtis: What number do I need to call. I can't believe how hard it is to get someone to look at this.
Cinderella: You can reach them by calling: 1-800-Samsung (1-800-726-7864) any day between 08:30 AM till 12:00 AM midnight, EST.
Cinderella: I understand your situation, I would have felt the same if I was in your situation.
Cinderella: I am really sorry, if there was an option, I would definitely have helped you.
Curtis: Are you sure that's the right number? When I call are they going to be able to look at the ticket reference number that I send them?
Curtis: (tell them)
Cinderella: Yes, please contact them, they will assist you.
Curtis: Can you tell me what date the ticket was closed?
Curtis: Can you tell me what date the ticket was closed?
Cinderella: I'm sorry for the delay. I'll be right with you.
Cinderella: I am sorry, we are unable to view the details of the that.
Curtis: Is there ANY more information you can give me?
Cinderella: I am sorry, we do not have any information regarding it. Please contact the phone support, they would be able to retrieve the information.
Curtis: Ok. This is very disappointing.
Cinderella: I can understand your situation.
Cinderella: I am really sorry, I wish I could have helped you but unfortunately the option is unavailable.
Curtis: Ok. I will call.
So, I will now try and CALL them to see what information is in the CLOSED ticket. These guys are something else. Maybe I'll get lucky and the ticket was closed and they are producing a new sound driver. (What can I say, I'm an optimist).
Curt
The Saga continues...
Called Samsung today. They keep asking me if I've used the recovery partition. So, I go through the whole explanation again. This time I ask for a supervisor. The supervisor commits to communicate with head office and relay the issue of the chipset and sound driver problem. He has indicated that he will contact me in a week, regardless of weather head office has responded or not.
I am asking them to look at the interaction between the sound driver (v. 6.2.9200.34712) and the chipset driver (v. 86) which I have replicated over and over again with my XE500T1C-A02CA. I want them to go into the lab with this hardware and replicate the problem. Once they have done that - produce a new sound or chipset driver that will not cause the tablet to fail on reboot.
My guess is that it has something to do with the power management stuff in the chipset driver.
Curt
