Surface pro 7 - i5 8gb - Audio popping and crackling due to DPC latency

Hi, 

I'm italian so sorry for my english.

I recived my surface pro 7 i5 8gb one week ago and I noticed immediately some audio pops when start audio notification (new email arrived, whastapp notification, skype call...just to give some examples). 

I think the problem is DPC latency since my SP7 has high DPC latency peaks (measured with LatencyMon). 
Unfortunately i had the same issue with my previous pc (DELL xps15) and it was terrible...Than i buy an asus ux580...zero problems.

Now.... again this...DPC Latency....kill me...

I reset my surface, I install all update, I disable "audio enancher" (miglioramento audio in italiano), but however DPC stay hight like the screenshot.

PLEASE MICROSOFT.... DO SOMETHINGS TO SOLVE THIS ISSUE.... PLEASE

Hi, AlessandroCapello!

 

 

Thanks for reaching out to Microsoft Community and posting your concerns. We are sorry to learn you have audio popping and crackling issues on your Surface Pro 7. Thanks for taking the time to let us know about this and allowing us to help you out. There should not be any audio quality issues with the new device you have. If any sound causes popping/crackling noise, we suggest to have it replaced instead. You may try our doing the steps below though.

 

·         Check for Windows Update:

Go to Settings > Update & Security > Windows Update > Check for Updates

Please restart your device to apply the updates.

 

·         Run Surface Diagnostic Toolkit and make sure to complete the tasks.

 

·        Force shutdown the device and restart.

 

Let us know how it goes. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

 

 

Kind regards,

Janette_Z

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Check for Windows Update: Done. no update detected. My surface is still updated

Run Surface Diagnostic Toolkit and make sure to complete the tasks. Done. No issue detected

Force shutdown the device and restart. Really? I shutdown my surface every day. I don't need to leave it in standby. However done.

DPC latency is always high.

Maybe I can try with a replace one. Where I have to ask for it? 

But I suppose that is an actual driver/software issue. Have you a Surface pro 7 to run Latencymon for 5/10 minute to test the latency? Thanks

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Hi, AlessandroCapello!

Apologies for the delayed response. As for installing Latencymon, we're unable to do it as 3rd party software is not allowed on our test devices here in the office. 


For the replacement, kindly Contact Microsoft Support to get assisted by one of our advocates.

1.    Please make sure you are signed into your Microsoft Account when you go to that page above, then click Contact Support.

2.    A new window will pop-up showing the Microsoft Virtual Agent.

3.    Type Replace my device then press Enter.

4.    In the responses, click Noor None of the above until you get to another response that gives you an option to Talk to a person.

5.    Once you click Talk to a person, select Surface when asked for your product and hit Next.

6.    Select Warranty and service when asked for the issue and click Next.

7.    Still click on Next button when asked for a bit more info.

8.    You will be asked to register your Surface Pro 7 (if not yet registered) or choose it (if already registered). 

9.    Kindly wait so that you will see an option for a callback. You may choose theChat option if available.

10.  Enter your phone number and confirm it.

11.  You should see a confirmation that your scheduled callback has been successful and a call will be made within the expected timeframe.

If you prefer to call and outside the US, please check this page to know the number for your country in our list of Global Customer Service phone numbers.

If this answers your question, please let our Community know by marking this post as an answer. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

Kind regards,                                                                                                                 

Janette_Z

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

Hi, AlessandroCapello!

Apologies for the delayed response. As for installing Latencymon, we're unable to do it as 3rd party software is not allowed on our test devices here in the office. 


But why? If microsoft doesn't give a tool for that why you can't test a free one? You can also run (no installation needed, 300kb) "DPC Latency Checker". Look the picture below.

Do you realize that if you confirm me that also "yours" Surface pro 7 suffer from DPC latency I keep mine hoping new update. 

It's a software/driver issue, not hardware... Please contact developers in order to inform them about that. 

Thanks.

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

I recived my surface pro 7 i5 8gb one week ago and I noticed immediately some audio pops when start audio notification (new email arrived, whastapp notification, skype call...just to give some examples). 

All Surface Pro 7s suffer from this. And somehow they closed my original thread about this issue.

https://answers.microsoft.com/en-us/surface/forum/all/intermittent-audio-pops-from-speakers-when-audio/38fa77d8-26b6-40f3-8188-0d6cafa7b7b0?auth=1

 

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

thanks for your reply.

I'm bewildered to notice that but, anyway I expected that.

Who knows if Microsoft will take this problem seriously.... DPC latency on his last SURFACE PRO... unbelievable.

Was this reply helpful?

Sorry this didn't help.

Great! Thanks for your feedback.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this reply?

Thanks for your feedback.

 
 

Question Info


Last updated April 5, 2021 Views 543 Applies to: