How to troubleshoot sound-related issues in Microsoft games

This article describes how to troubleshoot the following sound-related issues in the Microsoft games that are listed in the "Applies to" section:

• No sound plays.
• Sounds are too quiet.
• Sounds are distorted or scratchy.
• The computer stops responding ("hangs") when sounds are played.

To troubleshoot sound-related issues in Microsoft games, use the following methods in the order that they are presented.

Method 1: Check whether you can hear the sound in Windows

Test the sound in Windows by playing your favorite music or video file. If there is no sound, then contact your computer or sound manufacturer for further troubleshooting. If you can hear the sound, go to method 2.

Method 2: Check whether sound is enabled in the product

Each product has a unique setting to turn on and off the sound. Refer to the product documentation (manual) for certain keys or game settings to turn on or off the sound.

For Flight Simulator X: Press Q on your keyboard to turn on or off the sound.

For Streets and Trips or MapPoint: Press F7 to turn on or off the voice instructions.

If the issue continues to occur, go to method 3.

Method 3: Reduce DirectSound hardware acceleration

If Microsoft DirectX 6.0 or a later version is installed on the computer, turn off DirectSound hardware acceleration. To do this in Windows XP, follow these steps:

1. Click Start, click Run, type dxdiag in the Open box, and then click OK.
2. Click the Sound tab.
3. Under DirectX Features, move the Hardware Sound Acceleration Level slider all the way to the left (the No acceleration setting).
4. Click Exit, and then start the game.
   
   If you can now hear the sounds as expected, repeat these steps and increase the hardware sound acceleration level setting one notch, and then try again.

Click the Play button to view this streaming media demonstration. If the issue continues to occur, go to method 4.

Method 4: Restart the computer by using a clean startup procedure

When you start Microsoft Windows, other software may start together with the operating system. These programs may include antivirus and system programs that may interfere with the game. When you perform a clean startup, you prevent these programs from starting automatically.

You must be logged on as an administrator or as a member of the Administrators group to complete this procedure. If the computer is connected to a network, network policy settings may also prevent you from completing this procedure.

Windows Vista

To start the System Configuration Utility in Windows Vista, click Start, type msconfig in the Start Search box, and then press ENTER.

If you are prompted for an administrator password or for a confirmation, type the password, or click Continue.

Windows XP

To restart the computer by using a clean startup, follow these steps when you are using Windows XP.

Note You may experience a temporary loss of some services functionality when you follow these steps. Restoring the settings restores the functionality, but may result in the return of the original error message or behavior.

1. Click Start, click Run, type msconfig in the Open box, and then click OK.
2. On the General tab, click Selective Startup.
3. Under Selective Startup, click to clear the following check boxes:
   • Process SYSTEM.INI File
   • Process WIN.INI File
   • Load Startup Items
4. On the Services tab, click to select the Hide All Microsoft Services check box, and then click Disable All.
5. Click OK, and then click Restart.

Click the Play button to view this streaming media demonstration.


For more information or to view steps for other operating systems, click the following article number to view the article in the Microsoft Knowledge Base: If the issue continues to occur, go to method 4.

Method 4: Install the latest version of Microsoft DirectX

To download and install the latest version of DirectX, visit the following Microsoft Web site:If the issue continues to occur, go to method 5.

Method 5: Update sound card drivers

Contact your sound card hardware manufacturer to obtain and install the latest version of the driver for your sound card. For information about how to contact the manufacturer of your video adapter or sound card, see the "References" section in this article.

To see whether applicable driver updates are available, visit the following Microsoft Windows Update Web site: Click the Play button to view this streaming media demonstration.

To identify the name and provider of your sound driver, follow these steps.

Windows Vista

1. Open the Direct X Diagnostic Tool. To do this, click Start
   Collapse this imageExpand this image

   
   , type dxdiag in the Start Search box, and then click dxdiag.exe in the Programs list.
2. Click the Sound tab.
3. Under Device, look for Name.
4. Under Drivers, look for Provider.
5. Click Exit.

Windows XP

1. Click Start, click Run, type dxdiag in the Open box, and then click OK.
2. Click the Sound tab.
3. Under Device, look for Name, and under Driver, look for Provider.
4. Click Exit.

For information about how to contact the manufacturer of your sound card, visit the following Microsoft Web site: Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.