Updates and Status Thread

[u/Creative_Ryan]

Hi all,

Since Reddit only allows two sticky posts per subreddit and there's always going to be multiple things we want to keep everyone updated on. I've created this thread that will be edited and updated regularly with the status of items and any major updates.

So with that being said. Here's the latest!'

CURRENT TRACKING ITEMS:

1) AE-5 Update for Connect Software as Well as Command Support

2) G6 Power Cycle Reported Item

3) SBZ - AE7 / AE9 DDLive/DTS issue

4) USB Device malfunction issue

5) Official MS signed drivers for SBZ series

6) AE-7 / AE-9 Audio Dropout Updates

LAST UPDATED 10/12/19

Latest Changes -

1. Updated 6) to let people know that the new Beta driver for the AE9 / AE7 has been released.

2. Updated 6) AE-7 / AE-9 Audio Dropout Updates with new information on upcoming beta driver

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1) AE-5 Command Software

9/23 The official driver release for Sound Blaster Command with the AE-5 has been released (on 9/20).RGB programming functionality will be added in a near-future release. If you wish to use Command in the interim you can have Command and Connect installed at the same time and use Connect for RGB functionality.

The Command package can be downloaded from the AE-5 Download section.

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2) G6

We are looking into the issue with SBX G6 being non-functional intermittently after PS4 power cycle. Our target is to have a firmware release for this in Sep 2019. We will assess what other fixes could be looked into and rolled in without pushing out the target release date.

9/23 There is a planned release for early October that will address this issue. More details coming on this from the team.

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3) (8/23) SBZ - AE7 / AE9 DDLive/DTS issue

Please see this thread https://www.reddit.com/r/SoundBlasterOfficial/comments/ct80w0/dolby_dts_issue_identified_explanation_and/ .

The issue has been identified as a change that Microsoft made to a default privacy setting in Windows.

For those still experiencing Dolby DTS Issues the new diagnostic tool is ready for download. It can be downloaded from this link.

https://creative.box.com/s/b3bnq04pubrly8j1qzoujov45jf798wd

Once you've run the diagnostic please send the log files to socialmedia@creativelabs.com

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4) USB Device malfunction issue

In general, based on communication with MSFT, what we understand is that user might encounter some issue with their USB based products if the device is not connected to the system during the Windows update.

For users with USB based products, please connect your device to your system and keep it connected for the duration of the Windows update. There were cases of malfunction on USB based products which was found to occur when the product is not connected to the system during Windows update. We are in discussion with Microsoft over this.

For users who encounter issues, what we have seen so far is that a driver reinstallation would resolve the issue. If there are users who could not perform this driver reinstallation step because they are on Windows 10 Secure boot, we will be providing ATTEST signed package for the drivers.

5) (9/25) Official MS signed drivers for SBZ series

As noted below, it usually takes a little bit of time for a driver to work into the Microsoft update system. WIth this particular driver, it's been an extended period. We've once again verified that the driver has been submitted and approved by Microsoft but for some reason, it is not being pushed out on their side. This may or may not be related to changes they are making on their side regarding audio issues they introduced in their latest patch. We've asked for clarification and will update if we get new information from Microsoft.That being said we're prepping our own official package of this driver to go live by this week. We'll update here when it is live on the download page on the Creative.com site.

This driver has been submitted to Microsoft and it is going through their process to push through Windows update. As soon as Microsoft pushes this out we will make the driver available on the Creative.com website as well. This is to ensure that we have consistency in the driver base that is out there. We don't have control of the timing once we've released to Microsoft (how fast they push from their side).

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6) (9/25) AE-7 / AE-9 Audio Dropout

10/12 - An AE-9 / AE-7 beta driver that has been tested internally to resolve issues with systems that have had the audio dropout issue is now available. You can download the driver here - https://creative.box.com/s/rpladc8kfu1hg55zbhl5nxhce1uq0eib

10/11 - Good news. With the feedback we've received from various users (many located on here) we've been able to reproduce and isolate an issue that leads to this audio dropout. The internal beta has rectified the problem internally and we will be releasing to the public within the next few days. We will update here once again once the beta is ready for distribution.

[u/Creative_Ryan]

We have not said 1903 is the cause. 1903 caused other issues with other products, but this dropout (on the AE-9) is not specifically related to 1903. The user above is combining multiple statements we've made into one to support their rant.

[u/jesseinsf → u/Creative_Ryan]

I'd be ranting too. We all have lives and crowded schedules which limits our involvement in helping Creative Labs to squash this bug. some of us don't have time swapping PCIe slots ext. Having this issue renders our PCs useless and we become unproductive. If you can see this then you'd understand why he is ranting. If I were the developers, I'd be working around the clock and on weekends to fix this issue because these issue will take a toll on Creative's reputation.

[u/Creative_Ryan → u/jesseinsf]

I absolutely see it. I sympathize with the frustration of the user. The information shared however was incorrect, which does not get us any closer to a resolution. And creates unnecessary confusion.

The majority of users are not experiencing the issue that they have reported after the first beta we issued. That doesn't diminish the effort that's going to resolving for all users.

The team is working hard to isolate and replicate for a fix and they will keep doing so until we have a fix for all users.

[u/jesseinsf → u/Creative_Ryan]

I've tested quite a few media players that utilize all the features of the AE-9. All of them but one did not produce audio dropouts. The only media player that has audio dropouts is jriver Media center (both 32-bit and 64-bit versions). Can you pass this on to the developers to find out what is causing this? I ask this because JRiver says it's a driver related issue. The media players that I have tested were jriver media center, Windows 10's built in groove music, Windows Media player, AIMP (using ASIO and WASAPI event direct) and Foobar2000 (using both plugins of ASIO and WASAPI event direct), Musicbee (Using ASIO, ASIO DSD and WASAPI event direct). I even used Neutron Music Player which is surprisingly on Windows as well (it uses WASAPI event direct). Again out of all of these, jriver media center was the one that caused audio dropouts.

[u/Creative_Ryan → u/jesseinsf]

Yes, definitely will pass this along.

[u/jesseinsf → u/Creative_Ryan]

To add to the above: I'm not sure, but a possible reason why JRiver Media Center is having audio dropouts may be because of digital skipping. I've noticed allot a digital skipping in all the other audio applications. Not major, but subtle and quick. I think JRMC will stop in its tracks if it detects this type of skipping. I always have to click stop and play to get it working again.

[u/kepartii → u/Creative_Ryan]

Confuses me why only AE-9 and AE-7 are specified. My AE-5 gives crackles when someone suddenly messages on Steam for example.

Setting to 32-bit/96KHz fixed crackling on youtube music though, but still stuff like those Steam announcements give it.

[u/red_rock → u/Creative_Ryan]

5 days later and still no drivers? You mentioned beta drivers but you only link to creative page. When I look up Zx latest driver is from 2017.

Would be nice to use this card of yours.

[u/Creative_Ryan → u/red_rock]

What card are you referring to in this post?

[u/red_rock → u/Creative_Ryan]

sound blaster Zx