G751 Imbalanced Sound Problem OFFICIAL SUPPORT THREAD (thread closed)

[BRSxIgnition]

I've created this thread to condense the information we've gathered on this issue over the course of the old thread, which can be found here.

Current Fix Status:
Fix Here: https://rog.asus.com/forum/showthread.php?57462-G751-Imbalanced-Sound-Problem-FIX-IS-OUT!

Current Probable Issue Diagnosis:
Regular Signal instead of LFE (Low Frequency Effects) Signal to Subwoofer

Description (In different states):

Installed Drivers (Main Issue):

All speakers "working", but WITH massive imbalance issue.Sub greatly overshadows L/R Speakers & also distorts at volumes above 35%. Can hear sound very faintly coming from L/R speakers with ear pressed up against them.

Uninstalled Drivers (Temporary Fix):

Subwoofer (Only) is default playback device, with L/R Speakers being listed as a separate playback device. Left and Right Speakers working at full volume when selected as default playback device, with no sound
coming from subwoofer. Subwoofer can play audio when selected as default device, but distorts at volume levels above 35%, and does not work in conjunction with rear speakers in this configuration. (Either/Or Situation)

Reinstalled Drivers (Main Issue, Again):

Same effect as "Installed Drivers" every time. (All speakers "working", but WITH the imbalance issue. Sub greatly outpowers L/R Speakers & also distorts at volumes above 35%. Can hear sound very faintly coming from L/R speakers with ear pressed up against them.)

**NEW** Subwoofer Disabled (New Finding/Confirmation):

L/R Speakers can be heard perfectly fine when Subwoofer is disabled using the "Vbcmd_mute_int_woofer" Mute.exe file provided by MarshallR@ASUS on the ROG Forums. Cannot comment on volume level, but volume seems to scale fine without the subwoofer to overshadow it. This confirms the situation is a software issue, and all speakers are physically fine.

This issue is known to arise both brand new "out of box" units as well as on units where the OS has been cloned or reinstalled on a new drive and the ASUS Support Site drivers have been used. All G751 Models can have this issue.

Temporary Fixes:
As mentioned in the description, the speakers still work fine, proving that the issue is Software, not Hardware-related.

To get your Left & Right back speakers working correctly, follow the temporary fix guides below.

**NEW** TEMPORARY FIX - DISABLE SUBWOOFER:

• Download and extract this RAR file.
  
• Make sure you have the ASUS G751 Realtek Drivers installed. You can find them here.
  
• Unzip Vbcmd_mute_int_woofer tool, and run Mute.exe.
  
• If it returns a "Success!" message, your subwoofer should now be disabled.
  
• If you ever need to enable your subwoofer again (when a fix is issued), simply unzip Vbcmd_unmute_int_woofer and run Unmute.exe.
  
• Viola.
  

Enjoy your tinny-back speakers with no sub until we get a fix from ASUS. Until then, keep checking in here for updates, and let us know if you find anything!

Edit by cl-Albert 2/5/15: Very late thanks for looking into this and apologies for the delay, BRSxIgnition.
The new *.7432 G751 audio driver has finally been released, so this thread has been closed (to avoid 2 competing threads) and a new thread started.
If anybody is interested, please post your testing results or comments about this new audio driver at the post below. Thanks!

G751 Imbalanced Sound Problem FIX IS OUT!
https://rog.asus.com/forum/showthread.php?57462-G751-Imbalanced-Sound-Problem-FIX-IS-OUT!

[BRSxIgnition]

Hmscott, I want whatever you're having - oh wait, it's the absence of a G751. Also - we've established this - having desktop speakers is not a solution.

Me and many others have a problem and are rightfully ticked off by it - I fully understand that a fix may take a while, but we were told there would be an update last week, and we've got nothing. Hence why I am "regressing."

I - and others, if they're lucky - have just over a month until they are forced to return this machine, and if they don't do anything by then, it's their loss. That's all it comes down to. If you've got nothing else to wall-of-text about (See! It's a verb now.) then please do not post here until you actually have a G751 like we do - because then you may actually help. Otherwise, you're an outsider looking in, and it's not helping.

We'll get positive if we have a reason to, and get negative if we have a reason to, we're not all star-eyed optimists like you seem to be.

[hmscott]

BRSxIgnition wrote:
Hmscott, I want whatever you're having - oh wait, it's the absence of a G751. Also - we've established this - having desktop speakers is not a solution.

Me and many others have a problem and are rightfully ticked off by it - I fully understand that a fix may take a while, but we were told there would be an update last week, and we've got nothing. Hence why I am "regressing."

I - and others, if they're lucky - have just over a month until they are forced to return this machine, and if they don't do anything by then, it's their loss. That's all it comes down to. If you've got nothing else to wall-of-text about (See! It's a verb now.) then please do not post here until you actually have a G751 like we do - because then you may actually help. Otherwise, you're an outsider looking in, and it's not helping.

We'll get positive if we have a reason to, and get negative if we have a reason to, we're not all star-eyed optimists like you seem to be.

BRSxIgnition, most of the hardware and software I work on, I don't own. Neither do the support people at Asus own what they work on. It is most likely the situation that the engineer that fixes this problem at Realtek doesn't own a G751 either.

You own the G751, and you can't fix it. Ownership does not provide the solution, it provides the need.

If you are saying I don't have a need for the solution, you are incorrect. As soon as the solution is available for the G751 it will be of interest to me again.

But, I do help others get through problems, day in day out, for many years, without owning the hardware they have, or using the service they enjoy. Many millions of people use my hard work every day, to this day.

Not a one of them care that I don't own their hardware, or use the service they are using, they only care that someone else cared enough to share their expertise and skills to help them to a solution. Something I think all of us would enjoy doing if given the open forum to do so.

And, I am not trying to shout you out of sharing your misery, I am only pointing out that it isn't solving the problem, providing a fix, or helping anyone get through the time between now and the solution that you can't provide.

Being a realist based on actual experience is not being an optimist, it is being a positive help to others. There are more positive ways to treat this situation, and to help those that come to this thread get through it. Please start doing that 🙂

[hmscott]

Never mind, I tried. 🙂

This has happened with Realtek drivers before, it gets solved, it takes time, there is nothing you can do about it except find a work around or take it back.

Pestering Marshall isn't going to get it fixed any sooner, but please do file a Technical Inquiry with Asus, or a Complaint Feedback, whether you keep the G751 or not, I encourage you to let Asus know your G751 is faulty.

[joshindaphils]

hmscott wrote:
Never mind, I tried. 🙂

This has happened with Realtek drivers before, it gets solved, it takes time, there is nothing you can do about it except find a work around or take it back.

Pestering Marshall isn't going to get it fixed any sooner, but filing a Technical Inquiry with Asus, or a Complaint Feedback whether you keep the G751 or not, I encourage you to let Asus know your G751 is faulty.

Keep fighting the good fight Hmscott, some of us have appreciation for your efforts here. Others seam to have more interested in complaining then anything else (particular reference to the USB port thread).

I share you attitude as well, and have the G751 for what it is worth.

Other than this issue my laptop is working perfectly, waiting for the fix is not a particular concern of mine.

[Paco]

hmscott wrote:
Never mind, I tried. 🙂

This has happened with Realtek drivers before, it gets solved, it takes time, there is nothing you can do about it except find a work around or take it back.

Pestering Marshall isn't going to get it fixed any sooner, but filing a Technical Inquiry with Asus, or a Complaint Feedback whether you keep the G751 or not, I encourage you to let Asus know your G751 is faulty.

I thought Marshall was from Asus ...... it says Asus HQ on his description and I thought this was an official Asus forum. I will try other options then as you suggest .... but considering that this is happening on multiple systems it is they that should be contacting me and other customers to put our minds at rest.

[hmscott]

Paco wrote:
I thought Marshall was from Asus ...... it says Asus HQ on his description and I thought this was an official Asus forum. I will try other options then as you suggest .... but considering that this is happening on multiple systems it is they that should be contacting me and other customers to put our minds at rest.

Paco, this is a owner to owner supported forum, hosted by Asus, and moderated by users.

We ROG owners, past and present, try to help out, sharing the solutions to new owners first questioning their experiences with their laptop. Reassuring them their fans are running often enough, and how to monitor the temperatures to self assure things are working well and as intended.

Usually the problems are easily solved and only require the patience to help the individual through the realization of the issues, stepping them through the process, and explaining the options for s solution. And, hanging in there as a group until the new owner's problem is resolved, or isolated to a hardware problem that requires a return, or RMA.

There are some Asus people here, like Marshall, that support the site, and do their best among their other tasks to feedback what they see here, and people like cl-albert will take PM's for users with extreme cases stuck in support. You will see Marshall's name on many of the articles posted in the main section outside the forums.

The Asus people here aren't the people you contact for support, you need to contact support directly to file an RMA or ask questions.

Like most large companies today, Asus front line support people use a runbook to give assistance, then escalate to the next level should they not have an adequate answer, it can take a number of email exchanges before a solution is given.

That's where these forums help out new owners. They can read the archive of posts, searching for their specific issue, or post a question or observation to get a response, usually 24/7 there is someone here to help.

The owners that came here for help, stay and help others, many thousands of people over the years, and many that don't post but only read quietly on their own and find the solution themselves from the existing postings.

There are some situations, like this, where there is no solution available, but history shows a solution in the form of a driver fix comes around in it's own time to resolve the problem.

There is little we can do toward a fix in this situation, that is up to the driver writers, but we try to bring new owners up to speed on the situation, be positive in suggesting they either take it back if they can't live with the problem and the work arounds for now, and provide support with alternatives until the fix arrives, if they decide to keep their laptop.

Welcome to the ROG Forums 🙂

[ARX7Arbalest]

I have filed a complaint at ASUS website and it's already 2 days and it's still processing. I'm going to try and experiment with the Windows Registry if I can switch/remap the speakers from there to test out the theory of reverse speaker/subwoofer sound.

Others are welcome to try or give input if they have experience with doing this. Here is an article on remapping the speakers on a desktop via registry but essentially it should be the same with a laptop.

http://www.reaper-x.com/2012/02/13/how-to-remap-retasking-realtek-onboard-jacks-ports/

[polo1jcw]

Just got my G751 JY. I can only tell the sound control for the front is the only one that is functional. Other than that sound is ok. Coming from both sides. I'm Not gona be bothered with the sound problem because there are other things I think are much more important.

PS: is there a post to show how to update bios? 🙂

[Volador]

Polo just use the winflash utility, i think my JY model had it pre-installed. Updating the bios is super easy with that utility. You can find it on windows metro by pressing the magnifying glass and writing winflash.

[viper3000]

I found out that ASUS G751JY has sound OK. I hope that Marshal and Asus FIX this problem.