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!

[joshindaphils]

Okay so I apologize to BRS my response is an overreaction.

The only explanation I can offer for my response is that he is pinging on several of my pet peeves in particular his obstinate insistence that the issue is other than what it is without merit despite all of the efforts to put him on the correct track.

I will exit this thread with these words of wisdom: The more people that file tickets with accurate descriptions of the problem the more likely the issue will be resolved sooner rather than later.

[Mazdabater]

As a result of this thread I have cancelled my order on the g751 I was waiting for and am typing this from my new MSI laptop. Asus never fixed the speaker problem I had with my g75vw so it's pretty unlikely it's going to happen here.

[thamann2000]

Done fighting. Some people are just determined to dispute everything others say. So what's the point? I couldnt figure out whether a good company made a bad product, or whether a bad company made a good product. Once that became clear to me I knew what I had to do. Best of luck to the people here who are here for the right reasons. Griefers and apologists I have no time for.

[xamoel]

Same problem here, Brand new JY, sound only comes from the sub. After the fix on page 1 only the tiny speakers work.
Not good. I hope they will fix this soon! Btw my BIOS Version is 205, couldn't even find that on the official support page.

[geneticweapon]

xamoel wrote:
Same problem here, Brand new JY, sound only comes from the sub. After the fix on page 1 only the tiny speakers work.
Not good. I hope they will fix this soon! Btw my BIOS Version is 205, couldn't even find that on the official support page.

Put your ear up where the display hinges to the notebook. There's sound coming from the front speakers located there, but the sub plays much louder, and overpowers it.

[escha]

yup, need a fix ASAP

[xamoel]

@geneticweapon

Don't really know what you are trying to say, I know the problem, and applied the fix in this thread. Now I'm waiting for a fix from ASUS that will enable all speakers including the sub to work the way they were designed to.

[BRSxIgnition]

How many times do you all think we'll play this on repeat before a fix is issued? (Likely far more than it takes to run out our refund periods.)

[X-ROG]

Sorry I'm late back. There's still more work to do in identifying the cause here I'm afraid. We cannot replicate the issue on multiple units, so we need more precise user input. Those affected, please follow these instructions:

FIRST:
Fill out this Google form: https://docs.google.com/forms/d/1VfPvFlsBgo_NImHQ0LnMps99VhXbN2vWzwprhXfL1Q8/viewform. It will cover things you've already stated, but this exports a clearer spreadsheet of what we need to know as I cannot disseminate exact, up to date details for each person within 17 pages of thread sorry.



SECONDLY:
1. Download this rar file, it contains 3 further files.
https://www.asuswebstorage.com/navigate/s/69B9B25979E542DB928A4D551F38AEF4Y
2. Make sure the official ASUS Realtek drivers are installed.
3. UnZip Vbcmd_mute_int_woofer tool, press Mute.exe to disable Subwoofer
4. Play stereo music to check L/R speakers are working or not
5. After finish testing, UnZip Vbcmd_unmute_int_woofer, press UnMute.exe to enable Subwoofer
(Do not forget to turn on the function, otherwise your Subwoofer will not work again.)
If cannot hear audio when subwoofer is muted (L/R speaker not functioning), please proceed to step 7.
7. UnZip RtHDDump tool
8. Make sure General IO, HDA DRV IO and Dump dat is checked
9. Press Dump when playing stereo music (like an mp3/aac) simultaneously
10. it will create a txt file at the same folder, please email that txt file to rog _ forum at asus dot com.

[escha]

MarshallR@ASUS wrote:
If cannot hear audio when subwoofer is muted (L/R speaker not functioning), please proceed to step 7.

what if, speakers are functionning when subwoofer is muted and still (when unmuted and with asus drivers) experiencing audio issues like sub playing L/R channel sounds, sub not playing sub channel sound unless 'swap center/subwoofer channels' is checked and even then the sub channel is played by all 3 speakers?
filled the questionair
is it possible it's a problem related to the Win 8.1 being installed by retailer (and CD provided) instead of being installed by ASUS ??
it is my second unit from the same retailer (other had screen problems) and as far as i know (checked with retailer) they install the SATA3 SSDs by themselves and then install win 8.1 on it by CD provided (so probably order basic HDD only versions from asus and then expand them)...