Audigy 2 Tech support little help for n

Question

Original Message Follows:
Subject: CLI - Technical Support Request
Self Description: ID(3) Advanced PC UserSupport Inquiry: ID() I am installing or using the product for the first timeProduct: Audigy 2 ZSOperating System: Windows 2000Creative Model Number: SB0240Computer Brand/Model: Home builtProcessor/CPU: P4 3.0ghzMemory: .024gigBIOS Type/Revision: Award Bios SPE000 Pro-G.ESystem Board/Chipset: GA-8IPE000/Intel 865PE Host/AGP/Controler ICH5 IO
Detailed Problem Description:I have recently made a purchase from e-bay form your company for Creative Sound Blaster Audigy 2 Sound Card http://cgi.ebay.com/ws/eBayISAPI.dll...92950&tc=photo I have install this product to go along with my Creative Labs Inspire P5800 5. speaker system. I am having the following problems.
. I can only get output from 2 speakers front left and front right.2. I cannot get my microphone to work at all. Its plugin to the proper port. It worked with the old sound card. It works on other pc's I have at my residence. So its not the microphone. I checked all the connections and they are correct. I have been to the knowledge base with no luck. I have been through the forums searching and the majority of the forum responses are users helping users with very little input from Creative labs. (disappointed)I have installed/un-installed/re-installed without any luck, the software that came on the cd. I have also retrieved the last software downloads from your web site without any luck.So either I am missing something here, or I got a defecti've sound card.
REPLY/Answers inline:
Jason, My answers are inline.
> Thank you for contacting Creative Technical Support. > With regards to the issue you are having, may I know the model and > serial number of the product you are having? It should start with CT or SB followed by 4 numbers >found on the sound card. As for the serial number, it can be found on the sticker and the ink stamp >which is printed on the back of the card. SB0240 > Below is a link that may help with the location of the model number. Thanks. Run a keyword search for > SID2456 from the link below.> http://us.creative.com//support/kb/> > For the 2 speakers output issue, may I know are you using digital or analog connection for your >speakers? I assume its an analog connection Creative Insprire P5800 as I don't have anything like a EAX control module that goes in between. Also I have no sound at all til I go to the speaker setting control panel andde-select digital output only.
I have 3 wire connection Green Line out (front) Black line out 2 (rear) and Orange line out 3 (center subwoofer) These connect from the back of the sound card directly into the subwoofer. Green (front) black (rear) orange (center subwoofer)
My old sound card RealTek`AC97 worked fine and I had sound in all my speakers. Yes I have removed the old card and un-installed the old drivers for it. Also the mircophone worked with the old sound card so I know thats not an issue. > Sorry for any inconvenience caused. > We'll need this information so that we can provide you with the correct remedy.
Reply/Answers Again Inline:
> May I know have you enabled CMSS?Yes I have this enabled, disabled and re-enabled to try and get this to work. > . Open MediaSource (Start, All Programs, Creative, Creative MediaSource, Creative MediaSource >Organizer).> 2. There should be an EAX button underneath the Record button at the bottom of the screen, towards >the left. Beside this button, there should be a small ellipsis button (. . .) that you can press. >Click on this. Doing this locks up my pc as soon as I hit the (....) tab. The pc spikes to 00% and the only thing I can do is hit the reset button on the pc to hard boot it. I have tried this several times with the same results. Note: I DO NOT have anything running in the background as anti virus programs and such. I don't even have anything like that installed on my pc. NOTE: I can press the EAX button itself to make it from high lighting green on the button to not high lighting green. This has had no effect on the problems I am having. > 3. Go to the CMSS 3D tab and check the box next to "Enable CMSS 3D" The only way I can get to this is by: Start>Program Files>Creative Media>Source>Creative Media Source Go, then the GO button>Product Settings>EAX Console. I have enabled, disabled and re-enable the CMSS 3D with no changes to my problem.> 4. Place a dot next to either CMSS or CMSS2. Whichever sounds better to you. I have tried CMSS and CMSS2, I have the same results with either enabled or even with CMSS 3D enabled or disabled. I only get sound out of 2 of my speakers. I know its not the speaker system (Creative Inspire P5800) because all the speakers worked with my old sound card. > It is important to remember that if you do wish to play a 5. encoded file, you will need to turn CMSS >off. Otherwise you might not receive each discreet channel. This has been Noted ref. to 5. encoded. But I would like to just play anything at this time and have all my speakers work.
> For your microphone, I wil need you to do a mic test.>CHOOSE THE RECORDING SOURCE> . Double click on the Windows Volume Control (generally on task bar) to load the mixer> 2. Go to Options > Properties > 3. Select adjust volume for: Recording, and hit OK> 4. Place a check mark under the proper recording source (Microphone) in the Recording Control box. Done, already checked this. And doubled checked it to make sure. > TEST RECORD THE AUDIO> . Go to Start > Programs > Accessories > Multimedia > Sound Recorder.> 2. Click the Record button (red dot)> 3. Talk into the microphone > 4. Let it record the source for a little bit> 5. Hit the Stop button (black square)> 6. Hit the Play button (single black arrow pointing right)> 7. You should now hear the audio that you recordedNo sound recorded what so ever. I tested 3 different mircophones and none worked. I ran this test on the two other pc's I have at my residence and the mircophones worked and windows recorded just fine. YesI have it plug into the proper slot. > Does it help?I wished it did. > Please get back to us on your findings. Thanks.
Reply/Answers inline:
Dear Creative Labs,DO YOU PEOPLE EVEN READ THE PRIOR CORESPONDCE FROM THE PRIOR E-MAILS SINCE YOU APPARENTLY HAVE MUTLITPLE PEOPLE WORKING THE SAME SUPPORT TICKETS.
I WILL REPLY IN ?CAPS? TO MAKE SURE YOU DON?T MISS ANYTHING THIS TIME??. MY REPLIES ARE INLINE AND IN CAPS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
> Thanks for the reply. I need you to know that SB0240 is the Sound Blaster Audigy 2. AS STATED IN MY PRIOR E-MAIL YES IT IS AN AUDIGY 2 SOUND CARD SEE INFORMATION BELOW. Support Inquiry: ID() I am installing or using the product for the first timeProduct: Audigy 2Model: SB0240Blaster Audigy 2 Sound Card http://cgi.ebay.com/ws/eBayISAPI.dll...92950&tc=photo ARE WE CLEAR ON THIS NOW? > Please try the following cleansweep and re-installation procedure, to see if it works:-> . Click START / RUN / Type MSCONFIG and press ENTER. AS STATED BEFORE I AM RUNNING WINDOWS 2000 MSCONFIG.EXE DOES NOT COME WITH WINDOWS 2000 AS DEFAULT. SO TO MAKE SURE I FOLLOWED YOUR DIRECTIONS TO THE ?T? I WAS ABLE TO GET THE MSCONFIG.EXE MICROSOFT. THE COMMON USER WOULD NOT HAVE KNOWN THIS AS THEY WOULD HAVE TRIED ABOVE AND GOTTEN AN ERROR MSG THAT MSCONFIG COULD NOT BE FOUND. > 2. Insert a check to the left of SELECTIVE STARTUP and deselect 'LOAD STARTUP ITEMS'. DONE! > 3. Select the SERVICES tab and select HIDE ALL MICROSOFT SERVICES. DONE! > 4. Uncheck all results and click OK. DONE! > 5. Click OK and reboot when prompted. DONE! > 6. Enable the WINDOWS XP STARTUP MENU by rebooting your computer and tapping F8 once >every second OR holding the SHIFT key while rebooting. I AM RUNNING WINDOWS 2000 AS STATED BEFORE, IF YOUR GOING TO USE TEMPLATES MAKE SURE THEY REFER TO THE OPERATING SYSTEM THE USER HAS. BUT F8 STILL IS THE DEFAULT KEY TO GET TO THE WINDOWS 2000 STARTUP MENU. > 7. When the menu is displayed, select SAFE MODE and press ENTER. DONE! > 8. Once in SAFE MODE, insert the sound card's installation CD and exit out of the installer DONE! > 9. Click START / RUN. DONE! > 0. Type "X:\AUDIO\DRIVERS\CTZAPXX.EXE into the OPEN field (replace X with the applicable CD->ROM dri've letter). DONE! > . Click OK. DONE! > 2. When the CREATIVE DRIVER UPDATE UTILITY opens, select DRIVER UNINSTALLATION under >UPDATE OPTION. DONE! > 3. If two out of the three options are disabled or grayed out under DRIVER TYPE, click OK. >Otherwise, select WDM. You will then be prompted to reboot, but please do not do so. DONE! > 4. Click START / SETTINGS / CONTROL PANEL / ADD/REMOVE PROGRAMS. DONE! > 5. Remove all Creative SB Audigy 2 programs. DONE! > 6. Close all windows, and reboot the computer normally (ENTER NORMAL MODE). DONE! > 7. The Audigy 2 will be detected by Windows. Cancel the ADD NEW HARDWARE WIZARD when >able. DONE! > In order to install your soundcard properly, I recommend you to ensure the following for the audio >installation and test:
>- The card is the only card installed other than the Graphics card. THE ONLY CARDS THAT ARE INSTALLED ON MY PC ARE THE SOUNDCARD AND GRAPHICS CARD WHICH IS IN A APG SLOT. > - The card is at least one empty slot away from the Graphics card. THE CARD IS ON THE 3 SLOT FROM THE TOP AND SLOT FROM THE BOTTOM WITH NO OTHER CARDS INSTALLED. >- Place the soundcard away from all the others. NO OTHER CARDS ARE INSTALLED >- That the card is seated properly in the PCI slot. YES THE CARD IS PROPERLY SEATED THIS A BASIC A+ CERTIFICATION TASK >- Move the PC's internal wires away from the soundcard. NO WIRES ARE NEAR THE SOUND CARD I.E. POWER CONNECTORS > - That the on-board sound on your motherboard is disabled through the BIOS. CORRECT THIS WAS DONE BEFORE INSTALLING THE SOUND CARD > - That the on-board gameport is disabled through the BIOS. CORRECT THIS WAS DONE BEFORE INSTALLING THE SOUND CARD >- That your motherboard BIOS is up-to-date. MOTHERBOARD IS RUNNING THE LATEST BIOS, ITS ONLY 2 MONTHS OLD. > - That the operating system is up-to-date with the latest service packs and patches. WINDOWS UPDATES ARE UP TO DATE WITH THE LATEST PATCHES > - That there are no background applications open when you attempt the solution. CORRECT AS I STATED BEFORE > - That the anti-virus program is disabled. > NONE LOADED ON THE PC AS I STATED BEFORE > - That if you are over-clocking your system, return all options to their recommended settings. I HAVE NEVER OVERCLOCKED ANY OF MY PC?S > - That you access the PC with administrator rights. CORRECT I AM THE ONLY USER > 8. Perform an installation via the CTRUN program on the CD (X:\CTRUN\CTRUN.EXE where X is the >dri've letter of your CD dri've that has the installation CD). DONE! > 9. Reboot if prompted. DONE! > 20. Please obtain the latest updates for your Audigy 2 card from our website:- http://us.creative.com//support/downloads/
DONE! > 2. Once you are prompted to OPEN FROM CURRENT LOCATION or SAVE TO DISK, select SAVE >TO DISK and download the update to MY DESKTOP.
DONE! > 22. When the file has completed the phase of being transferred to your computer, locate the file on >your desktop and double click the file. DONE! > Do a speaker and diagnostic test. Do you have 5. output? DO I HAVE 5. OUTPUT? NO STILL THE SAME PROBLEM > I also need you to check the Speaker selection setting in Start | Programs| Creative | Sound Blaster >Audigy 2 | Creative Surround Mixer and ensure that it is set to 5. Speakers. Also set 5. at the Control CORRECT SEE LINKS FOR DESKTOP PICTURES http://vibig.rachost.com/desktop/DESK.jpghttp://vibig.rachost.com/desktop/DESK2.jpghttp://vibig.rachost.com/desktop/DESK3.jpg > Panel Speaker Settings.> On speaker systems that are equipped with a Fader or Rear channel volume controls, check to see >that these controls have not been set to use the front channels exclusi'vely. CHECKED! > Do reply back to me if you are still having problems with any error messages prompted. Thanks.
> PLEASE READ! AFTER FOLLOWING THE ABOVE INSTRUCTIONS! I REFERED BACK TO THE PRIOR E-MAIL AND DID THE TEST AS REQUESTED THE RESULTS WERE THE SAME WITH MINOR FIX. > . Open MediaSource (Start, All Programs, Creative, Creative MediaSource, Creative MediaSource >Organizer).> 2. There should be an EAX button underneath the Record button at the bottom of the screen, towards the left. Beside this button, there should be a small ellipsis button (. . .) that you can press. Click on this. > > Doing this locks up my pc as soon as I hit the (....) tab. The pc spikes to 00% and the only thing I >>can do is hit the reset button on the pc to hard boot it. I have tried this several times with the same >>results. THIS NO LONGER LOCKS UP MY PC, I AM ABLE TO HIT THE (?) AND IT BRINGS UP THE EAX CONSOLE SCREEN TO ENABLE CMSS 3D THIS HAS BEEN ENABLED ? DISABLED ? RE-ENABLED WITH THE SAME RESULTS. > CHOOSE THE RECORDING SOURCE> . Double click on the Windows Volume Control (generally on task bar) to load the mixer> 2. Go to Options > Properties > 3. Select adjust volume for: Recording, and hit OK> 4. Place a check mark under the proper recording source (Microphone) in the Recording Control box. > > Done, already checked this. And doubled checked it to make sure. > TEST RECORD THE AUDIO> . Go to Start > Programs > Accessories > Multimedia > Sound Recorder.> 2. Click the Record button (red dot)> 3. Talk into the microphone > 4. Let it record the source for a little bit> 5. Hit the Stop button (black square)> 6. Hit the Play button (single black arrow pointing right)> 7. You should now hear the audio that you recorded > > No sound recorded what so ever. I tested 3 different mircophones and > > none worked. I ran this test on the two other pc's I have at my > > residence and the mircophones worked and windows recorded just fine. Yes> > I have it plug into the proper slot. THIS IS STILL AND ISSUE AS IT STILL DOES NOT WORK. THE SPEAKERS ARE STILL NOT WORKING RIGHT AS I ONLY CAN GET SOUND OUT OF THE FRONT 2 SPEAKERS.NOTHING HAS CHANGED AS WE ARE BACK TO SQUARE ONE AGAINIf someone could help me or shed some light on this situation I would be very grateful. !!!
Thanks,
Capt.

Answer 1

Support have to go over some things first to make sure you've tried them. If it hasn't helped, just mail them back and let them know. It sounds like like you have the settings correct (CMSS, 5. in speaker selection), so there must be something wrong in the installation or configuration of the software.
The CleanBoot troubleshooting page on Microsoft's Kbase might help, although, it sounds like you covered a clean install aswell so that would normally help.
These forums are for user-to-user interaction, rather than Support from Creative. We monitor these forums and reply to some posts, but we can't reply to every topic and offer everyone support (that's what the phone and e-mail support are for).
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