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!

[cablebandit]

lets stop with the "2.1" terminology unless we are sure that the built in subwoofer is being supplied with a discrete .1 signal which i very much doubt. Presumably, we have a 2.0 stereo system where the bass from both channels is passed off to the mono sub. At a certain frequency (80hz?) , bass becomes non directional so this shouldnt be a problem for both front stereo speakers to share a single subwoofer for output of their bass notes.

My findings are the same as Azmodan's...turn off Maxx Audio and the sound becomes pretty decent

[Richdog]

Can I just say that after listening to Adele (Set Fire To The Rain) and Pink Floyd (Time, Great Gig In The Sky) that the sound at 100% volume, even coming mostly from the subwoofer, is actually pretty decent all things considered andin the context of what it is. There is definitely some bass.

Obviously I am waiting for this to be improved and more balanced, but even so it is better than many laptops I have heard. I'm not an expert of course, but my last setup was a set of Quad Lite 5.1 and a Pioneer VSX-LX70, so its not like I haven't heard good sound to use as a benchmark.

joshindaphils wrote:
To be clear.



My testing shows that this statement is false I hear clear L/R channel separation going to the proper front speakers. Left drops out on full Right and vice versa.



I do not believe anyone has an issue with using trial and error and providing updates of results. For me the issue remains the dissemination of incorrect information across a whole spectrum of things while presenting it as known fact i.e. "I know that right-test-tones do usually sound like they are coming more from the right, even when it is the same speaker" or "Our speakers are working but the drivers refuse to install properly and end up pushing sound only through the subwoofer, not the regular speakers".

There are many other examples however you repeatedly talk factually claim knowledge about things you clearly do not have domain knowledge on, as well as items you have deduction and perceptual issues with... the second part wouldn't be bad except again you talk factually about it and dispute findings in areas that you yourself had admitted being wrong in.

The point to all of this is that these type of actions do not help the cause and only hurt it by confusing the issue.

In summary all of your points are either not disputed at all, I and others have tested to be incorrect, or not in contention with my hypothesis at all.

Relax man, BSX may be no expert but he is doing his best to raise awareness of the issue and keep it updated. Regardless of scientific accuracy, you have to respect that to at least some extent.

[BRSxIgnition]

It's fine - if my findings are innacurate and what I believe is wrong with the speakers is wrong in itself, then I will stop derailing and misguiding the thread. Joshindaphils, feel free to do the rest of the tests yourself, along with the other users here.

I'll test what you people say does a certain thing and post if it is the same for me or not.

Hopefully then I won't be such a problem, and the issue + solution can be found quickly.

[Paco]

BRSxIgnition wrote:
It's fine - if my findings are innacurate and what I believe is wrong with the speakers is wrong in itself, then I will stop derailing and misguiding the thread. Joshindaphils, feel free to do the rest of the tests yourself, along with the other users here.

I'll test what you people say does a certain thing and post if it is the same for me or not.

Hopefully then I won't be such a problem, and the issue + solution can be found quickly.

Don't apologize for trying to find a fix that should NOT have been necessary "out of the box". I for one appreciate your efforts to try and get to the bottom of this asap. There may have been some misunderstandings along the way but I don't see anyone from Asus even making any attempt to put our minds at rest by giving us any information. This is not a minor issue as some are trying to say, at least not for me. I have no sound at all on the right side of my laptop. Nevertheless I do really like this laptop and I have decided to wait for a fix, although it would be nice to hear that Asus have at least officially acknowledged the problem instead of leaving us to argue amongst ourselves.

[Sanctrum]

Paco wrote:
... I have no sound at all on the right side of my laptop...

Bad wiring? Some person reported that his G751’s right speaker have no sound due to wire cut by a screw… Poor quality control of assembling...

[Paco]

"ROG G751 also includes Bass Eye – an internal subwoofer that’s perfectly balanced with the rest of the notebook for added low-frequency impact."

..... they could at least delete this from their web site. :rolleyes::D

[BRSxIgnition]

Paco wrote:
"ROG G751 also includes Bass Eye – an internal subwoofer that’s perfectly balanced with the rest of the notebook for added low-frequency impact."

..... they could at least delete this from their web site. :rolleyes::D

Or they could keep it up a few days longer. It gives those of us looking for the opportunity more to base our "false advertising" and "BS QC" accusations on.

My old computer hammered this one into the ground in terms of sound quality, even without the issues.

[thamann2000]

So many haters on this thread. Here's the bottom line. ASUS released a faulty product. The sound isn't working as intended. It needs to be fixed. Asus needs to release a FORMAL statement. And asus needs to stop sales. They are just keeping all customers in a holding pattern until they are past their return policy window. As it stands right now we are all waiting for NOTHING. by the time a fix arrives you may have gone 6 months without useable audio on your $1500-3000 laptop. And for the people who say things like "there is no more heat to turn up" that's nonsense. These type of business only notice one thing, decrease in revenue. Look how long after tons of complaints and escalations that it took just to get someone to say "send us the dumps so we can look" when it's a problem that should've never left the factory. Simple testing never happens.

Now we all have two choices and they are both valid.

You can wait and hope eventually asus gets around to taking care of consumers. You can hope that the driver update or whatever else they create works and the sound is as good as most laptops. There's no true timetable. The overall strength of the laptop makes it a reasonable thing to consider. Once the sound is fixed, this is one of the elite notebooks out there.

Or you can band together, hold our ground together. Pick a firm date as I have suggested and BRS has seconded that we say "we want a fix, statement, and/or assurance of coverage to get this working" but you have to not bluff. It means you are willing to backup your devices, save your data, and send your laptop in for a refund. Asus has made CLEAR they will do NOTHING for the damages they've caused. There will be no "here's a free backpack because you didn't have proper sound for six months". Reading the better business bureau they have made clear they are not going to show real concern over how a customer feels they were treated. But if they get 10,000 of these things returned to their warehouse in a matter of days(won't be 10,000 because they haven't sold that many) that's a wake up call.

Remember this, no one is saying we have to be violent protestors. No one is saying that we have to call in and swear and get into p***ing contests with the employees. That won't help, but firm statements and demands can get things moving. But one thing is for sure they have no loyalty to us so don't feel like you owe them anything.

Let's not fight each other on this board. We all forgive any smack that was talked up till now Ok? Let's focus on the problems and best ways to fix them physically and the best way to take the issue right to the heart of the company.

Side note and pro-tip, I would not use the audio as it is. I think using the left/right speakers with sub disabled is fine. But I would not use any temp settings that cause highs to come from sub. You risk long term damage and quality loss to the speaker.

[Visa_Declined]

thamann2000 wrote:

Or you can band together, hold our ground together. Pick a firm date as I have suggested and BRS has seconded that we say "we want a fix, statement, and/or assurance of coverage to get this working" but you have to not bluff. It means you are willing to backup your devices, save your data, and send your laptop in for a refund.

If you think 3 or 4 dudes threatening to return their notebooks will make a fix come sooner, you're probably wrong. Like I've said before, these devices are getting pretty good reviews around the web, and we here are just a small handful of people.

thamann2000 wrote:
Asus has made CLEAR they will do NOTHING for the damages they've caused.

Damages?...what damages? As long as they provide a fix, that's all I want from them.

thamann2000 wrote:

There will be no "here's a free backpack because you didn't have proper sound for six months".

You keep mentioning that you're expecting some type of compensation or freebie out of Asus, but you're the only one I ever see saying this. Asus isn't going to give us a $100+ dollar backpack, and I have no idea why you think they should. It would be cool as hell, but I don't expect them to.

thamann2000 wrote:
but firm statements and demands can get things moving.

No, it really won't. They're dealing with a small group of people here who have a problem. This probably happens with most products they launch.

thamann2000 wrote:
But I would not use any temp settings that cause highs to come from sub. You risk long term damage and quality loss to the speaker.

I personally don't think the speaker is in any danger. I don't even think it was designed like a normal subwoofer. It's more than likely just a normal speaker that they're labeling a sub. If this was a tweeter, and low frequencies were being passed through it, then there really would be a possibility of damage.

[xeromist]

thamann2000 wrote:
And for the people who say things like "there is no more heat to turn up" that's nonsense. These type of business only notice one thing, decrease in revenue.

Sorry if I wasn't clear. I was only referring to this forum and the fact that it isn't a strong signaling channel with ASUS due to being mostly customer driven. I absolutely would not discourage anyone who is unhappy and can't wait from using any available outlets to make themselves heard and returning it if necessary. Gaming is supposed to be fun so gaming on a machine that makes you unhappy isn't good for you or for ASUS.

Visa_Declined wrote:
It's more than likely just a normal speaker that they're labeling a sub.

That is a good point actually. If I was going to mass produce a laptop sub I would probably just select a commodity speaker with decent low end response and clamp it down with a low pass filter. Why source an expensive boutique part (not much call for laptop-sized subs) if you don't have to? Average Joes aren't going to care and those that care are going to insist on their own cans anyway. I think they just didn't count on their LPF getting fouled up by a software bug. Even an average Joe can hear a broken LPF. I'm not confident any of that is fact but it makes sense.