Microsoft KB Archive/812394

Knowledge Base

How to troubleshoot sound-related issues in Microsoft games

Article ID: 812394

Article Last Modified on 12/4/2007

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APPLIES TO

• Microsoft Flight Simulator X Deluxe
• Microsoft Flight Simulator X Standard
• Microsoft Halo 2 for Windows Vista
• Microsoft Links 2003 Championship Edition
• Microsoft Age of Empires II: The Age of Kings
• Microsoft Age of Empires II: The Conquerors Expansion
• Microsoft Age of Empires II Gold Edition
• Microsoft Age of Empires III
• Microsoft Age of Empires III : The WarChiefs
• Microsoft Age of Mythology
• Microsoft Age of Mythology Gold
• Microsoft Age of Mythology: The Titans
• Microsoft Combat Flight Simulator 2: WWII Pacific Theater
• Microsoft Combat Flight Simulator 3: Battle for Europe
• Microsoft Dungeon Siege
• Microsoft Dungeon Siege: Legends of Aranna
• Microsoft Dungeon Siege II
• Fable: The Lost Chapters PC
• Microsoft Flight Simulator 2002 Standard Edition
• Microsoft Flight Simulator 2002 Professional Edition
• Microsoft Flight Simulator 2004: Century of Flight
• Microsoft Freelancer
• Microsoft Gears of War (PC)
• Microsoft Halo: Combat Evolved for PC
• Microsoft Impossible Creatures
• Microsoft Links 2003
• Microsoft Links 2003 Championship Edition
• Microsoft MechWarrior 4: Black Knight
• Microsoft MechWarrior 4: Mercenaries
• Microsoft MechWarrior 4: Vengeance
• Microsoft Rise of Nations
• Microsoft Rise of Nations: Gold Edition
• Microsoft Rise of Nations: Rise of Legends
• Microsoft Rise of Nations: Thrones and Patriots
• Microsoft Shadowrun (PC)
• Microsoft eMbedded Visual C++ 4.0
• Microsoft Viva Pinata (PC)
• Microsoft Zoo Tycoon
• Microsoft Zoo Tycoon 2
• Microsoft Zoo Tycoon Complete Collection
• Microsoft Zoo Tycoon: Dinosaur Digs 1.0
• Microsoft Zoo Tycoon: Marine Mania
• Microsoft Zoo Tycoon 2: African Adventure
• Microsoft Zoo Tycoon 2: Dino Danger
• Microsoft Zoo Tycoon 2: Endangered Species
• Microsoft Zoo Tycoon 2: Marine Mania

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SUMMARY

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.

MORE INFORMATION

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

Method 1: Check for any known issues

There may be specific issues documented or troubleshooting steps for your game that may help you resolve sound problems. To view any known issues for a Microsoft game, visit the following Microsoft Web site, and then select or search for your game:

http://support.microsoft.com/games

Method 2: 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 Microsoft 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.

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

Click the Play button to view this streaming media demonstration.

Method 3: Restart the computer by using a clean boot procedure

When you start Microsoft Windows, typically there are a number of programs that start automatically and run in the background that may interfere with the game. These programs may include antivirus and system utility programs. When you perform a clean boot, you prevent these programs from starting automatically. You must be logged on as an administrator or 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 XP

To restart the computer by using a clean boot procedure, 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.

Windows Vista

To resolve this issue, follow the steps in the appropriate section.

The computer is connected to the Internet

View the "Run Selective Startup using System Configuration" topic on the following Windows Online Help and Support Web site:

http://windowshelp.microsoft.com/

The computer is not connected to the Internet

View the "Run Selective Startup using System Configuration" topic in Windows Help and Support on the computer's hard disk by following these steps:

1. Click Start, and then click Help and Support.
2. In the Search Help box or in the Search online Help box, type Run Selective Startup using System Configuration, and then click Search Help.
3. In the list of topics, click Run Selective Startup using System Configuration.
4. Click the link that best describes the problem that you are experiencing.
5. Follow the suggestions to troubleshoot the problem that you are experiencing.

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:

331796 How to perform a clean boot procedure to prevent background programs from interfering with a game or a program that you currently use

Method 4: Install the latest version of Microsoft DirectX

To download and install the latest version of DirectX, visit the following Microsoft Web site:

http://www.microsoft.com/windows/directx/default.mspx

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.

To see if applicable driver updates are available, visit the following Microsoft Windows Update Web site:

http://windowsupdate.microsoft.com

Click the Play button to view this streaming media demonstration.

To identify the name and provider of your sound driver on 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 Device, look for Name, and under Driver, look for Provider.
4. Click Exit.

To identify the name and provider of your sound driver on Windows Vista, follow these steps:

1. Open the Direct X Diagnostic Tool. To do this, click Start, 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, and under Drivers, look for Provider.
4. Click Exit.

Method 6: Change the preferred playback device to the game-compatible device

Note This method applies only to Microsoft Windows 95, Windows 98, and Windows Millennium Edition (Me).

To change the preferred playback device to the game-compatible device:

1. Click Start, point to Settings, and then click Control Panel.
2. Double-click Multimedia.
3. Under Playback on the Audio tab, click Game Compatible Device in the Preferred device box.
4. Click to select the Use only preferred devices check box, and then click OK.
5. Close Control Panel.
6. Restart the computer.

If the Game Compatible Device option is not listed, add the device. To do this, follow the steps that are listed in the following Microsoft Knowledge Base article:

178637 Using game compatible device to troubleshoot sound problems on Windows 98

For more information about the game-compatible device, click the following article number to view the article in the Microsoft Knowledge Base:

177614 What is the game compatible audio device?

REFERENCES

For information about how to contact the manufacturer of your sound card, click the appropriate article number in the following list to view the article in the Microsoft Knowledge Base:

65416 Hardware and software vendor contact information, A-K

60781 Hardware and software vendor contact information, L-P

60782 Hardware and software vendor contact information, Q-Z

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.

Keywords: kbhowto kbinfo kbarttypeshowme KB812394

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