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Troubleshooting sound

  • Updated

When streaming audio to an Airtame device, the sound is automatically muted on the user’s machine so that it only comes from the display. 

Note for Windows: Attempting to unmute or adjust the volume within the Airtame App will not affect the received stream but may unmute the Windows PC, resulting in an audio feedback loop, where it sounds from two places at once at different times.

To adjust the volume, you must use the volume controls of the receiving display.

Problems with displays - screens and projectors

Resolutions with/without audio support

Airtame defaults to the resolution that is preferred by the TV. In some cases, the detected resolution may not support audio. This can be fixed by manually choosing the output resolution. To do so, go to Device Settings -> General.

Then select the highest available resolution.

  • (U) Unsupported resolution - This means that Airtame did not get the correct resolution list and had to use default ones. 

  • (P) Preferred mode: The screen's preferred mode, but may not include Audio

  • (N) Non-standard Mode

  • (C) CEA video standard

  • (V) VESA video standard

Audio/Video Synchronization

Some screens and projectors, including Epson, have a setting called "Image Processing" which, when set to "Fine", can cause audio to become out of sync with the video. Changing this setting to "Fast" will correct this issue.

Problems with Windows

There are two known issues when streaming sound on Windows. The first is that 5.1 surround sound is not supported. The other is related to low-power consumption devices like notebooks and tablets.

Hardware Acceleration 

On some low-powered devices (e.g. tablets), audio can continue to sound from both the computer and the screen, which can be caused by hardware acceleration being enabled. To resolve this, simply disable the audio hardware acceleration, using the steps below:

  1. Right-click the sound icon in your tray (bottom right), click Sounds, and select the Playback tab.

  2. Right-click the Playback device marked with Default Device.

  3. Click on Properties.

  4. Select the Advanced tab in properties.

  5. Untick the hardware acceleration checkbox.

  6. Click Apply Changes.

  7. In some cases, you will need to change the spatial sound format to Off or Windows.

Audio management software

Computers running audio management software, like Waves MaxxAudio or Nahimic, may experience audio continuing to play on the computer while doing an audio stream with Airtame. The audio management software should be completely closed before starting the streaming session.

As a permanent solution, disabling the Windows service running the aforementioned program is recommended. This can be done by:

  1. Press the Windows key on the computer's keyboard.

  2. Type Services.msc.

  3. Right-click the correspondent service, i.e.: Nahimic Service or Waves Audio Services.

  4. Click on Stop.

  5. Right-click again on the name of the service.

  6. Click on Properties.

  7. In the Startup Type option, select Disable.

  8. Click on Apply.

HP Laptops using Conexant audio drivers

Many HP Laptops are affected by a bug in their sound driver, "Conexant Audio". We are actively working with HP to find a consistent workaround. In the meantime, we recommend following the steps further down in this article. 

HP has released an update to the following HP laptop models to fix the audio streaming problem related to the Conexant audio driver:

  • HP EliteBook 840 G5 Notebook PC

  • HP EliteBook 846 G5 Notebook PC

  • HP EliteBook 850 G5 Notebook PC

  • HP ZBook 14u G5 Mobile Workstation

  • HP ZBook 15u G5 Mobile Workstation

  • HP EliteBook 830 G5 Notebook PC

  • HP EliteBook 836 G5 Notebook PC

To install the update

  1. Download and install the update from HP: Conexant Audio

  2. Restart the Airtame app.

  3. Start a stream and enable audio.

If your laptop is not on the above list, please check the HP website for the Conexant driver to find the most up-to-date information. 

If your laptop did not receive a fix from Conexant

One possible fix is to disable a specific option in the Conexant sound driver and restart Airtame and your PC. There are two ways to do this:

Option 1: 

  1. Close the Airtame application

  2. Right-click the audio icon in the system tray

  3. Select Playback devices

  4. Select Speakers, then click the Properties button.

  5. Select the Spatial Sound or Physical Sound tab. 

  6. Switch from None to the Windows.... option.

  7. Select Apply, then click OK.

  8. Restart the Airtame application.

Option 2:

  1. Open Device Manager.

  2. Head to Unit - sound, video, game.

  3. Select Conexant audio driver and click Update driver.

  4. Click Choose manually.

  5. Untick Compatible hardware.

  6. Select Microsoft.

  7. Select Unit high-definition audio.

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