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]

cablebandit wrote:
Before you self appoint yourself as spokesman for the group, I'd like to know what qualifications Marshall has provided that make you believe he has the answers you seek. Correct me if I am wrong but it seems that he is passing info along to software people and then relaying any info to us that he has whenever he gets it. Your tone implies that he is willfully withholding information from us and I am not sure that is the consensus view.

I apologize if my point came across wrong - I meant to imply that my feelings match those of others having the issue, not that I represented them in any way shape or form.

If you know someone else I can be asking these questions to, please let me know how to reach them. As of right now, Marshall is our only link to those working on the fix, and the only response I've gotten from him so far is:

MarshallR wrote:
I can promise it's being worked on, but it would be a false promise to assure something that is unknown yet since sound is a subjective quantity/experience.

... With no replies to my PM. I have now clarified the questions to what I have stated in the post you quoted, so they can be answered with a yes/no, rather than dodged with a "You may not like the sound" because that's not what I asked.

I just want to know if the software (both Driver + UI) they will be providing us with will:

• Work.
  
• If it doesn't work, be worked on and re-released until it does.
  

Because I don't want a "Fixed" driver to be released, and just left there as a "fix" if say.. it doesn't work. (Same thing with the UI Fix)

So I guess I should state it's a personal question, but one I'd like to think is echoed by those here with the issue.

[fabrimacator21]

MarshallR@ASUS wrote:
AFAIK new driver with UI control is a couple of weeks away.

Not to put Marshall on the spot, but this is the best guess we have currently. That was the 14th.... Today is the 21st. Hopefully we'll see a real fix in a week or so.

I have to admit though, I'm a little worried......I have a hard time understanding why they were so far off with the beta driver after a month of working on it. It wasn't even close on my JT. I could barely hear anything out of the back speakers with my ear up to them. Hopefully they get this fixed. I am getting sick of checking on this thread to get my new $1500 laptop working the way it should of out of the box.

[xeromist]

fabrimacator21 wrote:
I have to admit though, I'm a little worried......I have a hard time understanding why they were so far off with the beta driver after a month of working on it.

It's not an excuse but I think initially there was a misunderstanding that speakers were being disabled completely rather than unbalanced. That might explain lost time if they were chasing the wrong issue.

[Edweird]

Yes - again - we messaged MarshallR requesting:
1. Volume slider for sub.
2. Highs and some Mids to back speakers.
3. Lows and some Mids to sub.
4. Lower sub volume overall.
5. Higher system volume overall.

These should fix the issue as we understand it.

[x7007]

I hope the ETA will be as fast as it can, cause the issue is making me hardly playing or watching movies till then, I got used to the G73JH sub and I can't do the normal things with this terrible distortion

[pandahmonium]

Hi,

So i bought the G751JT... and i wasn't getting the sounds through the subwoofer...as that's the one on the left and definitely there was no sound coming out from it. I made the mistake to install the driver..and there you have it...all sound now is coming from there ...and it's ****ty... Also I had two 2 Realtek High Definition Devices...one set as both set as default but one for communication and it definitely was better although the sound wasn't so clear..or maybe im hearing things after reading all these threads in the past few days...sometimes ignorance is bliss... because of the bleeding issue im checking my laptop screen each night...I checked my old laptop...even my work laptop...bleeding on both, never noticed -.-

[crudetrader]

Im sending this post in the hopes it may help, i realize its well after the fact for a final determination to be made as to whether the beta d. works but here is what i did (had done).... first tried to clone hard drive to ssd - didnt work (PS dont get acronus, issues with new version when cloning from lager to smaller drives) then i did a fresh install with ms 8.1 and bios 205 ... THIS was what another reviewer suggested rather than clone factory os

now i still have the imaginary bass from so called woofer and still sound is predominantly on left side BUT what i also have is a dramatic increase in volume levels and i can hear more from right rear speaker....this was around the same time you guys were loading beta version , since i had this improvement i deceided not to install this driver

[thamann2000]

Let me get this straight. Yall are going to wait until the last minute to return? SEND IT BACK. rebuy it when it's fixed.

[cablebandit]

thamann2000 wrote:
Let me get this straight. Yall are going to wait until the last minute to return? SEND IT BACK. rebuy it when it's fixed.

Rhetoric vs conviction

[dapogz]

Good for others for having luxury of just returning and buying a new one.. but here in our country.. returning a product cost more (with shipment and tax that are more than $300++).. and getting refund here will get you 60-70% only of what you have paid.. to be honest i got a none of the common issues with the laptop except for the sound issue.. and i always do my research of the pros and cons, and if i am able to fix the problem, before buying one.

People wait until the last minute for a fix before they send it back, Because they like the machine and the issue is the sound driver only (which is fixable). only means that if this is fix.. all is good for them.. and no need to return. 😄

Still, i will wait for a fix.. no matter what others keep on saying.. cause this machine still rocks.. :cool: