Audio problems on Microsoft Edge 15 - using Microsoft Surface Pro device

Not reproducible Issue #14255016

Details

Author
Sophia K.
Created
Oct 16, 2017
Privacy
This issue is public.
Found in
  • Microsoft Edge
Reports
Reported by 1 person

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Steps to reproduce

When using Microsoft Edge 15 browser on a Microsoft Surface Pro device, there is a problem with playing 3 or more audio files. The 1st and 2nd audio plays, however, the 3rd, 4th, etc. audio doesn’t play.

The same website or page works on a desktop computer using Edge and other browsers, as well as most tablets. I have only encountered this issue when using Microsoft Edge on a Microsoft Surface device. I have tried on multiple Microsoft Surface devices so I don’t believe there is a problem with the device other than it can’t play 3 or more audio files. No problems were found when troubleshooting the device.

This can be tested using the following website:
https://www.w3schools.com/html/tryit.asp?filename=tryhtml5_audio_all
Copy the audio controls tag to duplicate the audio file 3 or more times.

Is this a known issue? We hope there is a resolution as this problem is affecting some of our e-learning/ online courses from being sold.

Thanks

Sophia

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    Comments and activity

    • Copy and paste this code in website above to test:

    • [Public comment from customer Sophia K.sophia.ck@LIVE.CO.UK:]

    • Microsoft Edge Team

      Changed Assigned To to “Venkat K.”

      Changed Assigned To from “Venkat K.” to “Erik A.”

      Changed Status to “Needs root cause”

      Changed Assigned To from “Erik A.” to “Jerry S.”

    • Hi Sophia. We aren’t able to reproduce your problem. There is a difference in how the first two audio streams are handled vs. the third or higher stream, but all should sound the same to you. The first two get audio offload so they render with less total system power consumption.

      If you are still able to reproduce the problem on your device, please go to the feedback hub and take Audio traces while it’s happening, and attach them to this bug.

      Thanks for reporting this concern!

    • Also, please try turning off audio offload to see if that makes a difference:

      Right click the volume mixer
      Click on “Playback Devices”
      Right click on the playback device that is being used.
      Click on “Properties”
      Click on the “Advanced” tab
      Uncheck the box next to “Allow hardware acceleration of audio with this device"

    • Microsoft Edge Team

      Changed Assigned To from “Jerry S.” to “Angelo L.”

      Changed Assigned To from “Angelo L.” to “Gurpreet V.”

      Changed Status from “Needs root cause” to “Confirmed”

      Changed Assigned To from “Gurpreet V.” to “Shawn P.”

      Changed Status from “Confirmed” to “Needs root cause”

      Changed Assigned To to “Stephen E.”

      Changed Assigned To to “Firoz D.”

      Changed Assigned To from “Firoz D.” to “Gurpreet V.”

      Changed Status from “Needs root cause” to “Not reproducible”

    • Hello,

      Thank you for providing this information about the issue. Can you please use the Feedback Hub to collect more information? https://www.microsoft.com/en-us/store/p/feedback-hub/9nblggh4r32n

      1. Open the Feedback Hub app on your device 
      2. Click on the “Feedback” tab 
      3. Click on the " Add new feedback" button 
      4. Click "Problem", fill in the title/details and select “Microsoft Edge” as the category and the appropriate sub-category 
      5. Under "Recreate the problem", press “Start capture” 
      6. Once the capture has started, run through the steps required to reproduce your issue 
      7. Click “Stop capture” back in the Feedback Hub app 
      8. Attach a screenshot of the behavior (if it’s not a crash or hang) 
      9. Press “Submit” 

      This will provide us with a trace we can use to debug the issue further. Once you’ve submitted this, please paste a link to the newly created Feedback Hub issue in this bug so that we can link the two together and continue to investigate.

      Best Wishes,
      The MS Edge Team

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