Why is sound stopping altogether when I try to record?

Custom / CUSTOM
September 4, 2016 at 05:44:42
Specs: Windows 7 Home Premium (x64) Service Pack 1, 3.80 gigahertz AMD quad core / 8GB
Recently I've been having major sound issues when I attempt to record anything (or sometimes just opening software that offers it).

For example I either generally can't open a program like Audadcity or if I can open it and try to record something with it it freezes. After that the sound just doesn't work. Usually a
restart resolves it but I don't know what the issue is. I didn't install or remove anything audio or video related just before the issue started.

Also most of the time, even when I haven't attempted to open a program used for recording, etc., I can't even check things like my recording or playback devices (rundll32.exe opens and stays in the process list when this happens).

I attempted a system restore when it first started and that seemed to work fine, then it started up again about a week and a bit later and even the oldest restore point by then didn't solve it.

I'm not sure what model my sound card is but I use VIA HD Audio so at least VIA seems to be the manufacturer. Not sure if the driver is up to date, the one I'm using is 6.0.11.300
Then again I also seem to have NVIDIA High Definition Audio installed too.

Not sure if it matters but the mic I use for recording is Logitech Mic (QuickCam S5500).

message edited by rock_chick


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#1
September 4, 2016 at 08:08:47
Sounds like an update or new program, is causing problems.

Look for updates that were recently installed. Go into Control Panel> Programs and features. First look at currently installed programs to see if anything new has been installed. Click on the date header to order things by date. Toggle from/to dates by clicking a second time.

Next double click "installed updates" in the upper left corner and look for newly installed updates.

Post back with results.

Could also be malware.


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#2
September 4, 2016 at 08:40:43
As a basic malware check run these three small freebies in the order given (they often find what AV programs miss):

AdwCleaner:
https://toolslib.net/downloads/view...
(blue "Download Now" button on right).
Download and "Save" the file somewhere. Go to the saved file then double click it to run the program. Use the "Scan" button, followed by the "Clean" button.

Junkware Removal Tool (JRT)
https://www.malwarebytes.org/junkwa...
(blue Download button).
Download and "Save" the file somewhere. Go to the saved file then double click it to run JRT. It might appear to have stopped at times or flash the screen but sit tight until it has finished.

MalwareBytes:
https://www.malwarebytes.org/
(use the "download" button rather than the "buy" button).
Install and Run the program but before running the Scan go to "Settings > Detection and Protection" and put a checkmark in "Scan for rootkits". Quarantine anything it finds.

Please copy/paste the logs on here.

Always pop back and let us know the outcome - thanks


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#3
September 4, 2016 at 10:30:54
I haven't been able to run windows update for quite some time, so I've not recently installed updates (however I just discovered WSUS offline, so am attempting to update Windows via it) and I've been installing and removing various programs recently for days now, I couldn't even guess if any are related due to sheer volume, though this isn't common practice for me.

Here are the logs, I'm keeping all the reg entries in quarantine in case some are legit, please let me know if any seem to be, I also changed my account name (my own first name to Obscured for privacy reasons). Btw, the folder Transfer was made by myself at some point and seemed to contain some old save game data from a while back I think, just mentioned it as it probably looked rather odd.

I did a Threat Scan with MalwareBytes and since nothing showed up I didn't bother posting its log, I did ensure to turn on the option to check for rootkits (I use the premium version myself but usually don't use that option).

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Junkware Removal Tool (JRT) by Malwarebytes
Version: 8.0.7 (07.03.2016)
Operating System: Windows 7 Home Premium x64
Ran by Obscured (Administrator) on Mon 09/05/2016 at 2:57:27.69
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~


File System: 106

Successfully deleted: C:\Program Files (x86)\mozilla firefox\plugins\npdnu.dll (File)
Successfully deleted: C:\Program Files (x86)\mozilla firefox\plugins\npdnu.xpt (File)
Successfully deleted: C:\Program Files (x86)\mozilla firefox\plugins\npdnupdater2.dll (File)
Successfully deleted: C:\Program Files (x86)\mozilla firefox\plugins\npdnupdater2.xpt (File)
Successfully deleted: C:\ProgramData\1472907099.bdinstall.bin (File)
Successfully deleted: C:\ProgramData\1472907472.bdinstall.bin (File)
Successfully deleted: C:\ProgramData\1472907477.bdinstall.bin (File)
Successfully deleted: C:\ProgramData\Avg_Update_0814av (Folder)
Successfully deleted: C:\ProgramData\drivergenius (Folder)
Successfully deleted: C:\ProgramData\esellerate (Folder)
Successfully deleted: C:\ProgramData\mntemp (File)
Successfully deleted: C:\Users\Obscured.PC-PC\AppData\Local\crashrpt (Folder)
Successfully deleted: C:\Users\Obscured.PC-PC\AppData\Roaming\media freeware (Folder)
Successfully deleted: C:\Windows\system32\Tasks\0814avUpdateInfo (Task)
Successfully deleted: C:\Windows\Tasks\0814avUpdateInfo.job (Task)
Successfully deleted: C:\Program Files (x86)\Common Files\software update utility (Folder)
Successfully deleted: C:\Users\Obscured.PC-PC\AppData\Local\Microsoft\Windows\Temporary Internet Files\Content.IE5\0PDN5MGU (Temporary Internet Files Folder)
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Registry: 0

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Scan was completed on Mon 09/05/2016 at 3:00:27.70
End of JRT log
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

# AdwCleaner v6.010 - Logfile created 05/09/2016 at 03:11:46
# Updated on 12/08/2016 by ToolsLib
# Database : 2016-09-03.2 [Server]
# Operating System : Windows 7 Home Premium Service Pack 1 (X64)
# Username : Obscured - PC-PC
# Running from : C:\Users\Obscured.PC-PC\Downloads\adwcleaner_6.010.exe
# Mode: Clean
# Support : https://toolslib.net/forum

***** [ Services ] *****

***** [ Folders ] *****

[-] Folder deleted: C:\Users\Obscured.PC-PC\AppData\Roaming\Speedbit
[-] Folder deleted: C:\Transfer
[-] Folder deleted: C:\ProgramData\Speedbit
[#] Folder deleted on reboot: C:\ProgramData\Application Data\Speedbit
[-] Folder deleted: C:\Program Files (x86)\Common Files\freemake shared


***** [ Files ] *****

***** [ DLL ] *****

***** [ WMI ] *****

***** [ Shortcuts ] *****

***** [ Scheduled Tasks ] *****

***** [ Registry ] *****

[-] Key deleted: HKLM\SOFTWARE\Classes\AniGIFCtrl.AniGIF
[-] Key deleted: HKLM\SOFTWARE\Classes\AniGIFPpg.AniGIFPpg
[-] Key deleted: HKLM\SOFTWARE\Classes\AniGIFPpg.AniGIFPpg.1
[-] Key deleted: HKLM\SOFTWARE\Classes\AniGIFPpg2.AniGIFPpg2
[-] Key deleted: HKLM\SOFTWARE\Classes\AniGIFPpg2.AniGIFPpg2.1
[-] Key deleted: HKLM\SOFTWARE\Classes\dnUpdate
[-] Key deleted: HKLM\SOFTWARE\Classes\dnUpdater.DownloadUIBrowser
[-] Key deleted: HKLM\SOFTWARE\Classes\dnUpdater.DownloadUIBrowser.1
[-] Key deleted: HKLM\SOFTWARE\Classes\dnUpdater.DownloadUpdController
[-] Key deleted: HKLM\SOFTWARE\Classes\dnUpdater.DownloadUpdController.1
[-] Key deleted: HKLM\SOFTWARE\Classes\TV3D65.TVMiniMesh
[-] Key deleted: HKLM\SOFTWARE\Classes\TV3D65.TVMiniMesh.1
[-] Key deleted: [x64] HKLM\SOFTWARE\Classes\CLSID\{6E993643-8FBC-44FE-BC85-D318495C4D96}
[-] Key deleted: [x64] HKLM\SOFTWARE\Classes\CLSID\{7B089B94-D1DC-4C6B-87E1-8156E22C1D96}
[-] Key deleted: [x64] HKLM\SOFTWARE\Classes\CLSID\{E15A9BFD-D16D-496D-8222-44CADF316E70}
[-] Key deleted: [x64] HKLM\SOFTWARE\Classes\CLSID\{61AB12E1-A5FF-11D1-B2E9-444553540000}
[-] Key deleted: [x64] HKLM\SOFTWARE\Classes\CLSID\{82351441-9094-11D1-A24B-00A0C932C7DF}
[-] Key deleted: [x64] HKLM\SOFTWARE\Classes\CLSID\{6DC82D15-92F2-11D1-A255-00A0C932C7DF}
[-] Key deleted: [x64] HKLM\SOFTWARE\Classes\Interface\{660E6F4F-840D-436D-B668-433D9591BAC5}
[-] Key deleted: [x64] HKLM\SOFTWARE\Classes\Interface\{E7435878-65B9-44D1-A443-81754E5DFC90}
[-] Key deleted: HKLM\SOFTWARE\Classes\AppID\{6C259840-5BA8-46E6-8ED1-EF3BA47D8BA1}
[-] Key deleted: HKLM\SOFTWARE\Classes\TypeLib\{92380354-381A-471F-BE2E-DD9ACD9777EA}
[-] Key deleted: HKLM\SOFTWARE\Classes\TypeLib\{82351433-9094-11D1-A24B-00A0C932C7DF}
[-] Key deleted: [x64] HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\SoftwareUpdUtility
[-] Key deleted: HKU\S-1-5-21-4266561233-659540411-2028642362-1001\Software\SpeedBit
[#] Key deleted on reboot: HKCU\Software\SpeedBit
[-] Key deleted: HKLM\SOFTWARE\Classes\AppID\dnu.EXE
[-] Key deleted: HKLM\SOFTWARE\Classes\s


***** [ Web browsers ] *****

*************************

:: "Tracing" keys deleted
:: Winsock settings cleared

*************************

C:\AdwCleaner\AdwCleaner[C0].txt - [3759 Bytes] - [05/09/2016 02:51:13]
C:\AdwCleaner\AdwCleaner[C2].txt - [3180 Bytes] - [05/09/2016 03:11:46]
C:\AdwCleaner\AdwCleaner[S0].txt - [3649 Bytes] - [05/09/2016 02:45:59]
C:\AdwCleaner\AdwCleaner[S1].txt - [3429 Bytes] - [05/09/2016 03:10:45]

########## EOF - C:\AdwCleaner\AdwCleaner[C2].txt - [3399 Bytes] ##########

message edited by rock_chick


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#4
September 4, 2016 at 12:32:07
Thanks for the logs - those two often unearth browser malware that even MWB can miss. I couldn't see any legit registry entries in the ADW Logs.

Always pop back and let us know the outcome - thanks

message edited by Derek


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#5
September 4, 2016 at 13:44:31
As I stated, it could be a software update unrelated to Windows. Just check Programs and Features like I suggested.

You need to run Windows update with Defender and/or Windows Security Essentials disabled.

The fact that you were good for a week after performing Restore indicates to me that it could be a driver or software update unrelated to Windows.

The last time I updated Ccleaner, I inadvertently let it install Chrome. That type of action could be your issue.

message edited by OtheHill


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#6
September 4, 2016 at 15:06:21
How much ram is installed in it?

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#7
September 5, 2016 at 03:18:01
I have 8GB ram, 2 4GB sticks.

Well windows update was turned off when this happened, so it was not a windows update, I only see a few programs listed as installed or updated around the time the problem started again. The latest version of Mozilla Firefox (I actually had this issue happen the first time just after it updated, then system restored, since the sound issue seemed to be working then I resinstalled the update) and Skype. I uninstalled Skype but that hasn't done anything about the issue. There were no Windows or related updates at all for that time, Windows update was actually off back then. I've used WSUS Offline to install most Windows 7 updates I was missing now. I haven't attempted to reinstall a previous version of Firefox yet, I want to actually find out what that version even was. It was 46 something I think.

Unplugged my webcam and I'm able to open recording devices in the meantime and changed the mic from logitech to the stereo mixer. Now, that works fine, can record background sound etc and run things like Audacity. Plugged it back in, changed the mic back to logitech. Was working again, briefly. It works for a short time but then stops working, like a few mins into a session etc,. A reboot now tends to fix this but that's until the next reboot. I did uninstall its drivers and reinstall them before I unplugged it, that didn't help.


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#8
September 5, 2016 at 05:55:18
I am not necessarily pointing to a Windows Update. Many other programs and utilities install add-ons that automatically search and install updates to their programs. You just pointed out Firefox does that. Well, look by date at what was installed between the restore and the sound acting up again.


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#9
September 5, 2016 at 09:14:45
I have checked, I even removed the current version of FF, reinstalled the previous version, 47.0 and uninstalled another program I updated around the same time and reinstalled the same version of it I was using before. Still no joy. However, like I said, for the past week or so I have been installing and removing various programs, so I don't know if the ones I no longer have installed were relevant to the issue besides it's not Skype related. I removed AVG a few days back after mistakenly thinking it was causing the problem, replaced it with BitDefender. I didn't like that, so got rid of it, tried Avast and then discovered the issue was still happening. That's just some of the software I'm talking about.

I'm going to run a temp (meaning I'll get rid of it after a few days) install of windows to my external hdd (I've set it up with a 2nd partition), just to check it's not the webcam itself (I'd use a virtual machine but my computer doesn't handle that too well these days). I'm having other various issues, so I was going to do a temp windows install anyway to check some things out. The webcam is about 7 or 8 years old after all.

Btw, what is the risk of losing important data via a system recovery? I don't intend to do so unless I really felt the need but I was wondering at any rate.

Honestly, this Windows installation isn't the most stable atm.


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#10
September 5, 2016 at 15:35:41
Run both the cleaner and registry modules of Ccleaner Slim. If you don't have it, get it at the link below. Read the screens and don't allow anything else to install. Very safe utility.

https://www.piriform.com/ccleaner/b...


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#11
September 6, 2016 at 01:02:50
I'd already been using CCleaner before but I hadn't bothered to update it in a while, so installed that version as a replacement since it's newer anyway. Ran both scans and cleaned up the reg entries and such but no difference.

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#12
September 6, 2016 at 06:25:31
Try downloading Belarc Advisor to identify the model of your motherboard. Then go to their website and download the proper sound drivers. Get Belarc from the link below.

http://www.belarc-advisor.org/?gcli...


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#13
September 6, 2016 at 19:59:19
I had to go to the via site to download the audio driver, I installed it but it's really a downgrade that didn't make a difference.

Instead I focused on the webcam since that's the issue really, uninstalled the drivers and software for it and finally worked out the product id, it's an old model, V-CUR45 (Logitech), I got it about 7 or 8 years ago. Got the Logitech Communicate software (or whatever it's called) to install the drivers again. Just installed the driver info.
This didn't work either.

It really seems I should get around to testing the mic on a different installation of Windows (gonna try a virtual machine first), this could be hardware related given how old it is.


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#14
September 7, 2016 at 02:59:08
Doesn't seem to be hardware related, my temp windows installation on an external hdd had the mic working fine. Totally lost.

message edited by rock_chick


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#15
September 7, 2016 at 03:45:37
Post the model of your motherboard from Belarc.

Via and Realtek have generic drivers. For best results get the drivers from the hardware manufacturer. They are usually customized for that hardware.


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#16
September 8, 2016 at 00:30:26
I should have mentioned I already did try that. when I eventually found out how to get drivers for the motherboard yesterday for installing the temp windows. Didn't make a difference either. I used the v.1 audio driver instead of v.2 because the second is Realtek, different company.

This is the motherboard: Gigabyte Technology Co., Ltd. 970A-D3P and this is the v.1 driver site I used.
http://www.gigabyte.com.au/products...

I'm getting to the point where I'm wondering if somehow system recovery would just have a chance of solving it, I mean short of a reinstall the way it's going.

I'd consider buying a new webcam, since it's been so long since I bought one but seems too risky it wouldn't work with this installation either.


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#17
September 8, 2016 at 16:00:36
Go to Device manager> Double click on Sound>double click Via>click on driver. Should say Via dated 10/26/2012. Post back with update.

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#18
September 9, 2016 at 00:20:54
No, the date isn't the same, none of inf files within the folder the file creates are dated as late as 26/10/2012 either, none later than August of that year.

The info reads as:
Driver Date: 8/3/2012
Driver Version 6.0.1.10800


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#19
September 9, 2016 at 08:23:31
What folder are you referring to above in #18? If you followed my instructions you should simply see "26/10/2012" when viewing "driver" in Device Manager.

You have installed VIA reference drivers. Those are drivers that supposedly will work but you should really use the drivers from gigabyte. You posted that you have Windows 7 64 bit. The driver download should show when clicking the link below. remove the current driver and install the one from the Gigabyte site dated 26/10/2012.

http://www.gigabyte.com.au/products...


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#20
September 9, 2016 at 08:58:15
Sorry I wasn't clear, I meant the folder created when the file from the gigabyte site is extracted. I did install the driver from that site and the file with the date you mentioned, the date of the driver it provides doesn't match. The driver date is 3/8/2012 however. The date on the site may say 26/10/2012 but it doesn't download a driver version that matches said date. I can only guess that it's referring to when the file itself was last updated or created and not the actual date of the driver it installs.

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#21
September 9, 2016 at 10:10:54
Just to be clear, the date in Device Manager is 3/8/12 after installing 26/10/2012?

Are you first removing the existing driver file? If the date is newer than the one you are attempting to install, Windows may balk at installing it.


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#22
September 11, 2016 at 03:50:28
I disabled and then uninstalled the device and as I did so deleted the driver file. So, when Windows detected it next time it was just replaced with windows drivers, like from 2010 or something. That was before I did the install of the driver in question, so that doesn't seem to be the issue.

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#23
September 11, 2016 at 08:28:29
You don't want Windows drivers.

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