KBA-036 - Audio Troubleshooting Steps (all LabSim Clients)

KBA-036 - Audio Troubleshooting Steps (all LabSim Clients)

Purpose & Scope

This article pertains to the LabSim Clients, including our ver 3.1.57 installed Windows Client, and our Silverlight based web browser client, in both cases where videos play, but their is no audio.

Troubleshooting

Ensure sound is working in Windows itself:
  • Click Start > Control Panel
  • Open Sounds and Audio Devices
  • From the Sounds tab, select an event with the speaker icon next to it, then click the play button
  • If you hear a sound, continue to the next step, otherwise troubleshoot sound card or speaker issues
If sound is working in Windows, but not in the LabSim video, try these suggestions:
  • Ensure that your speaker settings are set to left right (stereo) as opposed to surround or other like settings.
  • If your system audio settings are in surround sound mode, try changing to stereo mode. Also, if changed to something other than default, try changing your system audio output settings back to default.
  • Upgrade or re-install the latest version of Windows Media Player
  • Install audio codecs
  • Click Start > Control Panel > Add Hardware, then click Next
  • Click Yes, I have already connected the hardware, then click Next
  • Select Audio Codecs from the list of installed hardware, then click Next
  • If the Wizard says that the device is working properly, click Back, then continue to the next step. If the Wizard installs audio codecs, try playing the video again.
  • Uninstall and reinstall the Microsoft Silverlight plug in: With all of your browsers closed, you can uninstall Microsoft Silverlight from within Control Panel > Uninstall a program. Then from within IE, Chrome, or Firefox you can download and install Silverlight from this link: http://www.microsoft.com/getsilverlight. After installing you will need to restart your browser.

Reinstall the Microsoft ADPCM and IMA ADPCM Audio codec:

  • From the Add Hardware Wizard, select Add a new hardware device, then click Next
  • Select Install the hardware that I manually select from a list (Advanced), then click Next
  • Select Sound, video and game controllers, then click Next
  • Select (Standard system devices), then click Have Disk
  • Click Browse, then select mmdriver.inf, from the C:\Windows\System32 directory, then click Open
  • Click OK in the Install From Disk dialog box
  • If you see a warning about compatibility, click Continue Anyway
  • Select Microsoft ADPCM Audio CODEC from the list, then click Next
  • Continue through the wizard until the codec has been successfully installed, then restart the computer
  • Try playing the video again, repeat these steps for the IMA ADPCM Audio codec, if necessary uninstall any codec packs that you have installed on your system (see How do I find a codec? here: http://www.microsoft.com/windows/windowsmedia/player/faq/codec.mspx to see why Microsoft recommends that you do not install codec packs on your system)
  • Download and install the latest drivers for your sound card from the manufacturer's website
Windows Vista and Windows 7
Ensure that sound is working in Windows: 
  • Click Windows Start Button > Control Panel > Hardware and Sound > Sound
  • From the Sounds tab, select an event from the list with a speaker icon next to it, then click Test
  • If you  do not hear any sound, the problem may be related to your sound card or speakers

If sound is working in Windows, but not in our video, try these suggestions: 
  • Click Windows Start Button > All Programs > Accessories > right-click Command Prompt and select Run as Administrator
  • Type the following commands:
  • regsvr32 wmp.dll (press enter)
  • regsvr32 wmpdxm.dll (press enter)

Use Microsoft update to install the latest updates for Windows Vista and Windows Media Player
  • Try repairing Windows Vista with the System File Checker:
    Have your Windows Vista CD available, then click Windows Start Button > All Programs > Accessories > right-click Command Prompt and select Run as Administrator
  • Type the following command:
  • SFC /SCANNOW (press enter)
  • Uninstall any codec packs that you have installed on your system (see How do I find a codec? here: http://www.microsoft.com/windows/windowsmedia/player/faq/codec.mspx to see why Microsoft recommends that you do not install codec packs on your system)
  • Download and install the latest drivers for your sound card from the manufacturer's website
    Take a look at the following Microsoft article, which describes audio problems that may be caused by Vista Service Pack 1:
  • http://support.microsoft.com/kb/948481/en-us

  • Additional Comments

If you are still unable to play video in LabSim after applying the above troubleshooting suggestions, please send the following information to support@testout.com:

  • The title of the course with which you are having the issue.
  • The section number and title of the video.
  • The result of each troubleshooting step you have taken.
  • A MSINFO32 report of your system configuration:
  • Click Start > Run (or press the Windows Start Button in Vista)
  • Type MSINFO32 then press enter
  • Click File > Save
  • Save the file to disk and attach it to your e-mail