Windows 10: Sounds issues with external monitor and 2 displays - have sound to start, keeps cutting out

Hi, hoping for some help on this and hoping this is the appropriate forum to ask this. I had no idea what category to put this in, sorry if it's wrong. This does also involve a 3rd party program called Five9. I work from home taking inbound customer calls and Five9 is the virtual phone system my company uses for that.


I have a Dell laptop with Windows 10. For work, I hook up an external monitor and keyboard and use it like a desktop; don't use the laptop at all other than to be the brains of the whole thing. Have never had an issue with sound or Five9, everything has already worked great. Recently switched over to a newer Dell laptop, had some issues right off the bat, had to do a clean Win10 install. Since then, I've been having this sound issue.


The set up wasn't working at all how I had it before, nor would it work using just the laptop itself. After DAYS of troubleshooting, I realized I was losing sound from Five9 when I would leave the Five9 window and try to work in another window. So I hooked everything back up through my laptop but did 2 displays, laptop as main where Five9 where the calls/sound come in would run in its window, and then the external monitor as display 2 where other apps would be where I would do actual orders and stuff. These other apps are apps I have to access via a remote desktop, through my company, so maybe that's a factor...


At first I thought this solved it. Calls coming in fine, I can hear them, and I can hear them even while working in the other apps in the other display, but only up until those screens change. Once I enter info and move from the main screen to another screen, I lose Five9 again.


My company is looking into this but I'm not getting a lot of timely help and I cannot work until this is resolved so as you might imagine, I'm pretty keen to solve this because it's affecting my pay. I don't know what to do at this point. Is it a driver or registry issue...something corrupted or not as it should be because of the new install?


Any help greatly appreciated, as always. Thank you!

Maria

:)

 

dual monitors stops sound

Hi David,

Thank you for posting in Microsoft Community.

To assist you better, I suggest you to answer the below questions.

• When will the sound disable, when playing through main monitor or the extended monitor?
• Did you try enabling the sound from the sound drivers and check if it helps?
• Since from when are you facing this issue?

This issue causes because the monitor automatically takes the HDMI sound as the Default input. Disable and enable the speakers and check if it helps.

I suggest you to try the below steps and check if it helps.

• Right click on the volume control and then
  Properties,
• When you connect the HDMI it becomes the default output device, even though it has no speakers.
• You need to change this back to "Speakers" and set as default.

Hope this helps. Keep us posted to help you better.

 

No sound when connected to external monitor

Hi Bill,

To fix this issue, you can try the steps below:

• Plug in both ends of the HDMI without the laptop on.
• Turn the external monitor on and set to HDMI screen.
• Boot up your laptop from a shutdown position (not restart).
• Your laptop will now recognize the external monitor and will acknowledge its presence.
• Right-click the speaker icon on the task bar and choose
  View Volume Controls.
• Set TV as default.
• Click Apply, then click Ok.

You can also refer to the article in this
link to help fix sound problems.

Let us know how it goes.

 

external sound lost

I have been trying your suggestion. Unplugged device (speakers) and plugged back in. A pop-up window read "you just plugged a device into the audio jack". reads Realtek HD Audio Manager.

Checked the ^ and it lists 2 things: Speaker/ Headphones which when clicked no sound at all. The other is Dell S2415H (Intel(R) Display Audio) which seems to be the monitor speaker. Not much sound comes through even at 90 setting.

I believe what I did was went to settings. Clicked on devices. went to Audio and not knowing the ramifications removed the "external speakers" which I have no idea what they were listed as.