Windows 7 64 bit Sound Card Problem

In January 2009, we had a 64 bit operating system problem http://forums.adobe.com/message/1015026#1015026. Our software, which was published using Version 6.5, was freezing on a customer’s computer on playing the first sound file, then if the sound file was by-passed, on displaying the first swf. The problem was eventually resolved by Mike Baker publishing our a6p file in Authorware 7, and this cured the fault. So we upgraded to Authorware 7.02 and since then no further problems ... until December 2010.
We launched our Italian Course late November and had a not dissimilar sort of problem reported by a customer. He's tried uninstalling & re-installing the software but the fault keeps re-occurring. The computer displays a "not responding" message. Debugging, we discovered that the message appears when trying to play the initial mp3 file (fixed bit rate) … the program does eventually continue but without playing the sound file. It then keeps hanging (there are thousands of sound files in our course), and none of the sound files play: text & pictures are displaying normally. Eventually the program freezes and has to be killed with ctrl+alt+delete.
The computer in question is a Dell Inspiron 580s, & the operating system Windows 7 Home Premium 64 bit. I’m awaiting details of the sound card & confirmation that his drivers are up-to-date but I presume they will be (Windows 7 default is to keep drivers updated). I haven’t got the customer to carry out basic tests sound file tests yet, but he indicates no problems with Media Player or with iTunes.
Extras in our XTRAS folder include:-
AWMP3.X32
MIX32.X32
MIXVIEW.X32
NETFILE.X32
SWADCMPR.X32
VIEWSVC.X32
INETURL.X32
FLASHASSET/FLASHAST.X32
The database for our Italian course is now in ProgramData. (previous courses, database was in Program Files and run in XP compatible mode). We’re having problems with this location with Windows 7 64 bit … it is maintaining a copy in Virtual Store and updating the file there. No such problem with XP, Vista or Windows 7 32 bit. I see this as an unrelated problem. We got the customer to run the software in XP mode but the problem was not corrected.
We do have customers successfully running our software on Windows 7 64 bit operating system computers; we had a minor ODBC glitch reported recently from a 64 bit user.
Any suggestions would be appreciated.

Tom,
I concur with Steve that this is probably system-specific. A couple of things you may want to try:
1. Be sure you're using the Xtras that came with Authorware 7.02 and not 6.5. For example, I believe mixview.x32 and viewsvc.x32 were updated in Authorware 7.
2. Try making a little AW program with 4 or 5 buttons that each trigger an imported MP3 file, where each audio file has different output settings (e.g. mono vs stereo, 64kbps vs. 92 kbps, etc.). Package it up and send it to the Dell user to test it. You may stumble upon an audio output setting that works on that particular machine.
Steve Gannon
GanTek Multimedia

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    Sparkles1
    I work on behalf of HP
    Please click “Accept as Solution ” if you feel my post solved your issue, it will help others find the solution.
    Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

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