Hi,
sorry to hear about your issue.
We have some users reporting this issue but till now we are not able to reproduce it in our labs setups.

Can you please share the following info:

1. DXDIAG log file (as attachement)
2. BD Advisor Log file
3. the base build version of PowerDVD
4. the Patch version you installed that cause this symptom happen.

thanks
Michael Technical Support

Werde Facebook Fan

yes i am new to posting to forums i will get this info asap i also posted a ticket when i found out that forums was for user to user resolution but i will still post all of this information

the installation version is Cyberlink_PowerDVD12_Ultra_v2219_DVD121018-03
this audio loss has happened on two build updates the 2428 update and now again with the 2625 build update... i have since reinstalled the v2219 and gotten it working again but as you know and i've found out going to youtube causes crashes. i attached two dxdiag.txt files one for headset and the other for onboard audio and attached a normal bd advisor.. the bd advisor is being quite funny saying i have no bd playback abilities when i actually watch blu-ray and 3d-blu ray on this system and it was fine with the 2219 build. i'm using the most current nvidia driver the 314.22 WHQL

also win media player functions are enabled on my system i went into the turn on and off program features area to double check that

Lenynokie, and CyberLink-Michael

BASIC SYSTEM INFO:
Operating System: Windows 8 Pro 64bit.
Video Card: XFX HD5870 Card (Video Drivers Up to Date)
Audio Chip: ASUS Motherboard P7P55D-Premium built in VIA - VT2020 10 Channel Surround Sound audio chip. (i.e. VIA_Audio_V6018700a_XpVistaWin7) Sound Package Version from ASUS.
Physical Ram: 8-GB's High Speed Ram
Virtual Memory: 24570 MB's

PowerDVD Version 12.0.2625.57
Version Type Ultra Version
DVD130225-02 (DVD110722-02)

Re: Update build 2625

Lenynokie, I have the exact same problem you are describing above with no sound. Its been a real Problem for quite awhile for me too. It's been going on for several updates so far, and I have submitted a support ticket along time ago.

I sent support all the appropriate files that the support team had requested, and all I get is we will look into this and give these files to the programming staff. The problem has never been rectified to this day.

NOTE: I only do this routine below when PowerDVD 12 Ultra disables my audio and there is no sound. It could be either service not running or it could be both services not running. Personally I always do both just to be on the safe side.

The only way I can get my sound back is to go to SERVICES and stop WINDOWS AUDIO and WINDOWS AUDIO ENDPOINT BUILDER then restart these services back up.

What I have found is PowerDVD 12 Ultra is constantly shutting these services down for some reason. This happens on various video format (i.e. MP4, MKV, MPG, AVI, etc...). Including You Tube videos.

I'm so irritated at these constant problems. I now play most of my videos, movies, etc... on Windows Media Player, VLC Player, and or DIVX player among others.

Which is a shame because I would prefer using PowerDVD 12 Ultra because the quality is far superior to all the other video programs listed above.

I do video and audio editing and have no problem with audio problems on any other programs i use on a daily basis. Which is at least a half a dozen or more different programs installed on my computer. In addition, this also includes various different DJ editing software.


YOU TUBE VIDEOS: (NEW PROBLEM) Update 2625

You tube videos now play again after 5-months. However with the last Update build 2625 it is still disabling my audio, and now my internet/Ethernet connection goes crazy. After this happens my internet connection goes into a loop saying IDENTIFYING CONNECTION. And I lose my Internet Connection. The only way to rectify this NEW problem so far is to restart my computer. This seems to ONLY happen when trying to play you tube videos. Specifically, when changing the resolution (i.e. 1080P to 720P, etc...) of the video. I wish the program had a feature where the user could choose the highest resolution my computer can play. Which is 720P when streaming You Tube videos.

Unfortunately, my DSL top internet download speed is only 3.0 Mbps. I don't have the luxury of the high internet connection most people have these days in there areas.

This update to fix playing You Tube videos seems to be very buggy. It doesn't run very smoothly as it use to a long time ago. Several updates ago when it use to work before update 2625.


I'm totally disgusted with PowerDVD 12 Ultra!!! PowerDVD 8 thru 11 Ultra worked so much better.

PowerDVD 12 Ultra is fabulous program and would be worth every penny if there weren't one problem after another. What a nightmare.

I'm wondering if installing a discrete sound card in a pci or pci-ex1 slot would help rectify our issues have you tried this yet Gerald?
I'm thinking it won't since i have already tried to bypass the on-board by using a u.s.b. headset
please let me know if you have and what results you experienced

i think the program is phenomenal when working and worth every penny since i use it for 3d blu-ray playback via my nvidia 3d-vision.... the only catch is in those words... "when working"

the 2219 build does not continually shut of or take away sound so going back to that build while they work on these issues may ease some frustration

found something that worked i will report back if there are any further issues but i wanted to test the turning off and on of the services Gerald mentioned when the 2625 patch had been applied.

the first attempt to apply the patch failed with errors but i was still able to start the program, however the program promptly stated there where many corrupt files and services that where unable to start and asked me to check my anti-virus and other software for malware and the sort

it also suggested another complete uninstall and reinstall having done this before i knew it does not work. so i attempted to reinstall the patch in compatibility mode for winxp service pack3 under administrator mode

i also went searching and found a type of malware remnant on my computer in internet explorer called GetSavin 5.0 it is installed as a toolbar on your web-browsers in order to get rid of it you need to go into programs and features and uninstall it..but thats not the end...you also have to go into every web-browser it has effected and disable it's plug-in/add-on. and this is precisely my huge issue with add-ons and tool-bar plug-ins is once they are installed i have yet to find a way to uninstall them from most of the browsers like ie and firefox you can only go in and disable them

having done these two things before i tested whether i had sound back or not i cannot tell you which one truly solved the problem. or if perhaps i just got lucky and the patch finally applied itself properly

when the next patch comes out i will do a thorough check for malware and other nasties first then apply it first regularly and check if it works then i will apply it with the winxp sp3 settings.

if the patch simply applies itself on the initial install i will blame the malware if i have to use the winxp sp3 compat/mode i blame the patch build seeing how it is supposedly built to be Win8 friendly

Lenynokie,

I run Internet Security, Virus, Malware, Malicious Internet sites, Email, Identity Protection software. Spybot Search and Destroy, and MalwareBytes Anti Malware software everyday on my computer to make sure it stays clean of viruses, spyware, malware, malicious Internet sites, Email, Identity Protection, etc.

These programs monitor my computer in real time 24/7. To make sure they catch any problems before anything gets installed on my computer that's not suppose to be on my computer which could infect it in anyway..

My computer is totally clean. And I still have problems with PowerDVD 12 Ultra as I listed above in my first comment.


NOTE: I only do this routine below when PowerDVD 12 Ultra disables my audio and there is no sound. It could be either service not running or it could be both services not running. Personally I always do both just to be on the safe side.

The only way I can get my sound back is to go to SERVICES and stop WINDOWS AUDIO and WINDOWS AUDIO ENDPOINT BUILDER then restart these services back up.

yeah funny thing bout that i was completely covered too until i upgraded from 7 to win8 64-bit pro. now i have to fork out more cash for complete comprehensive coverage. let alone all the stuff i'm already running. i'm under the impression that bit-defender is currently the most comprehensive solution i just cannot afford it currently. maybe you have another suggestion for product manufacturer that i should look into?

well my issue is solved for the moment. so take care..

Are any of you using ReClock? The new patch does not seem to work with the current beta of ReClock. Audio works fine if I uninstall ReClock.

jkauff,

No. I'm not using ReCLock. But why are you running a beta version. Beta versions are usually still pretty buggy. I wouldn't trust a beta version at all through my past experiences.

As I have said before in my first post. I have been having audio troubles with PowerDVD 12 Ultra for at least the last 2-3 updates. I wish they would fix this already.