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Troubleshoot game audio or video issues on Windows 10

Use the information on this page to troubleshoot audio or video issues during game play on your Windows 10 device.

Troubleshoot audio problems

If you're having a sound problem during game play on your Windows 10 device, try the following solutions.

Solution 1: Check that your sound is not muted

Some games run in full-screen mode, so you can't see the taskbar. Here's how to check that your sound is not turned down low or muted:

  1. Press the Windows button on your Windows 10 device or keyboard, or select the Windows icon in the lower-left corner of the main screen.
  2. On the taskbar, press the volume icon and make sure that the volume is set higher than 0 and that sound isn't muted.

Solution 2: Check your connection

If you're using headphones, speakers or another audio accessory and you hear a crackling or distorted sound, the accessory might not be connected properly. Try unplugging and plugging the accessory back into your Windows 10 device to see if this helps. If you only hear the distortion while using that accessory, it may be faulty and have to be replaced.

Solution 3: Check and unplug any audio accessories

If there's another audio accessory plugged into your device and you're not using it, the audio may be diverted to that accessory. Check that accessory to hear if there is any sound coming from it. Make sure that you unplug any such accessory, and then check again for sound from the speakers on the primary device.

Solution 4: Run the Windows audio troubleshooting wizard

  1. On the taskbar, press and hold the volume icon.
    Note you can also right-click the volume icon.
  2. Select Troubleshoot sound problems, and then follow the instructions.

Solution 5: Check for Windows updates

An audio problem may occur because you don't have the latest audio updates. To check for available updates, see How to get software and driver updates for Windows 10.

Solution 6: Check for known issues and updates from the manufacturer

Your Windows 10 device relies on your audio hardware. That hardware relies on software called drivers to run. Drivers are updated frequently, so even if your hardware is brand new, it's a good idea to check for updates. Here's how:

  1. Press the Windows button on your Windows 10 device or keyboard, or select the Windows icon in the lower-left corner of the main screen.
  2. Go to Search, enter "dxdiag.exe" and then select dxdiag Run Command in the list of results, or press Enter.
  3. Note When the DirectX Diagnostic Tool opens, a progress bar appears at the bottom of the window to let you know when the information has been loaded.

  4. On the Sound tab, look for the provider or manufacturer of the audio device, and then note the name, model and version number of the audio driver.
  5. Open a web browser and search for the manufacturer's website.
  6. Follow the steps to search for your specific audio device, and then check if there are any available updates for you to install.

Troubleshooting video or display problems

If you're having video or display problems during game play on your Windows 10 device, try the following solutions.

Solution 1: Check external display connections

If you're using an external display, check to make sure that it is plugged in properly. A loose connection can cause problems.

Solution 2: Check your display settings

Use the recommended display settings on your Windows 10 device. Here's how to check your settings:

  1. Press the Windows button on your Windows 10 device or keyboard, or select the Windows icon in the lower-left corner of the main screen.
  2. Select Settings, and then select System.
  3. On the Display tab, scroll down to the bottom and select Advanced display settings.
  4. Make sure that the setting that appears next to Resolution is the best one for your Windows 10 device.
    Note "Recommended" will be displayed next to the optimal display setting.

Solution 3: Check for Windows updates

Video or display problems may occur because you don't have the latest Windows updates. See How to get software and driver updates for Windows 10.

Solution 4: Check for known issues and updates from the display manufacturer

Your Windows 10 device relies on your video hardware. That hardware relies on software called drivers to run. Drivers are updated frequently, so even if your hardware is brand new, it's a good idea to check for updates. Here's how:

  1. Press the Windows button on your Windows 10 device or keyboard, or select the Windows icon in the lower-left corner of the main screen.
  2. Go to Search, enter dxdiag.exe, and then select dxdiag Run Command in the list of results, or press Enter.
  3. Note When the DirectX Diagnostic Tool opens, a progress bar appears in the lower-left corner of the window to let you know when the information has been loaded.

  4. On the Display tab, look for the provider or manufacturer of the display device, and note the name, model and version of the display driver.
  5. Open a web browser and search for the website of that manufacturer.
  6. Follow the steps to search for your specific display device, and then check if there are any updates available.

If you're still experiencing audio or video problems, check for help at the Windows 10 Community Forum.

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