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G751 Imbalanced Sound Problem OFFICIAL SUPPORT THREAD (thread closed)

BRSxIgnition
Level 9
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!
414,309 Views
633 REPLIES 633

cablebandit
Level 7
Marshall i think you are on the right track with the crossover for the sub. My g751jy-dh73-ca acts like everyone else's.....most of sound is from sub but all speakers are working. Thanks for the updates.

X-ROG
Level 15
I'm not told an ETA as I just hand over the info and they get on with it sorry. I will, however, feedback on the conclusion of any chat that aims towards an outcome :):)

Afinati
Level 7
So, I'm still waiting for a resolution to this issue. 😞 I've only got a month left to return this laptop for full refund.

I'm not purchasing ASUS for a while after this. I had just suggested them to a friend, also. smh

BRSxIgnition
Level 9
Unfortunately I'm leaning the same way, Afinati.

MarshallR@Asus has been great, but rushing a product to market like this without realizing there were issues like this, the PCIE paywall, and the faulty USB ports, shows me that Asus just doesn't do QC or support nearly as well as some other brands.

Not only that, but many of the design decisions made on the Asus ROG series laptops hold them back. Things like...

  • The Soft Touch Finish, which gathers grease and sweat and DEMANDS you see it EVERY time you look at your shiny new computer. It also wears down with time and looks absolutely ugly when it does.
  • Dark red key lettering + backlighting that turns off every 60 seconds. (Who thought this was a good idea?)
  • "Steam" button not only opening the program in "Big Picture" mode instead of regular mode, but also acting as a secondary power button, (REALLY??) making cleaning the laptop nearly as hard as surgery.
  • Loose Power Jack. (Nitpicky)
  • Placement of the Macro Keys in the WORST POSSIBLE SPOT.


To add to this, my computer creaks when apply any pressure/weight with my right arm - AKA WHEN I TYPE - so I don't think I can keep this computer even if the sound issue was fixed.

It's so close to the looks/price/cost mix I needed, but it falls short in too many ways, too noticeably for me to overlook.

I'll provide data for this issue until I return my machine to help out those that are keeping theirs, but outside that, I've come away with a new, worse opinion of Asus.

BRSxIgnition
Level 9
Well, never mind that last post - I've fixed my creaking issue, downgraded the ATK drivers to keep my backlit keyboard lighting on, and a fix for the speaker issue is looking good.

The only issue(s) I still have with the computer are:

  • Placement of Macros Keys. (Though I can ge used to that, I guess...)
  • Steam Button functioning as second "ON" button. (.... Seriously?)
  • Soft. Touch. Finish. (Looks nice, until you touch it.)


Assuming the speaker issue is remedied before January 15th, I won't need to return my machine.

Keep the support coming, MarshallR!

BRS, would you mind sharing how you tweaked the drivers to keep the keyboard backlit to a constant setting? thanks

BRSxIgnition
Level 9
I uninstalled the ATK Drivers for the G751 (V.1.0.0037) and installed version 1.0.0028, which I got here under utilities.

Doing so removed the stupidly short backlight timer, and keeps the light on at all times, while letting you turn it off manually.

BRSxIgnition wrote:
I uninstalled the ATK Drivers for the G751 (V.1.0.0037) and installed version 1.0.0028, which I got here under utilities.

Doing so removed the stupidly short backlight timer, and keeps the light on at all times, while letting you turn it off manually.


That's awesome that you found a fix for the backlight turning off. After installing this older driver, do your Shadowplay and Steam buttons still function correctly? Also, under which notebook is this particular driver listed for? I looked for it but did not see it.

geneticweapon wrote:
That's awesome that you found a fix for the backlight turning off. After installing this older driver, do your Shadowplay and Steam buttons still function correctly? Also, under which notebook is this particular driver listed for? I looked for it but did not see it.


I link you to it in the post. On that page, it is listed under utilities.

Macro keys still seem to work, though shadowplay and steam keys seem to have been deactivated. (Which actually isn't that bad, at least for me and others who hate their placement.)

Also, shutting down the steam key means that's one less thing I can complain about, which is great.

BRSxIgnition wrote:
I uninstalled the ATK Drivers for the G751 (V.1.0.0037) and installed version 1.0.0028, which I got here under utilities.

Doing so removed the stupidly short backlight timer, and keeps the light on at all times, while letting you turn it off manually.


BRSxIgnition wrote:
I link you to it in the post. On that page, it is listed under utilities.


Ahh okay, thanks. Unfortunately for me, I use the Shadowplay button a lot.