External audio interface keeps 'disconnecting'

[my6thsense]

Hi,

I recently switched my desktop pc to a HP Omen 35L but ever since I have an issue with my external audio interface that stops playing audio coming from the pc. I did not have the problem with my previous desktop pc.

Things I tried: 

- factory reset the audio device (Behringer FLOW8)

- update to latest firmware of the FLOW8 (even though it had no issues with my previous desktop pc)

- update the motherboard of my Omen to the latest version

- disabled all on-board audio devices that are not used in Device manager (Realtek, Nvidia,...)

- Did all available updates from HP support assist (Video driver and some others)

Every time the issue occurs I can either restart the audio interface or unplug and replug the USB cable to the HP Desktop and then it works again. Sometimes it works for a couple of hours and sometimes it stops after 5 minutes. I think it never stopped working when my computer was 'idle' so if I just leave it on without audio playing it continues to work. It only stops working during audio playback and I think it happens more often when playing video+audio together (video files) vs i

[Raj_05]

Hi @my6thsense,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

Your external audio interface's disconnection issues with your new HP Omen 35L desktop could stem from various compatibility or hardware settings. Below are some potential causes and fixes you can explore.

Power Management Settings

USB devices may disconnect due to power-saving features.

Adjust USB Power Settings:

1. Open Device Manager.
2. Expand Universal Serial Bus controllers.
3. Right-click each USB Root Hub/Controller and select Properties.
4. Go to the Power Management tab and uncheck Allow the computer to turn off this device to save power.
5. Repeat for all USB hubs.

Disable USB Selective Suspend:

1. Open Control Panel > Power Options.
2. Select your active power plan and click Change plan settings.
3. Click Change advanced power settings.
4. Expand USB settings > USB selective suspend setting.
5. Set it to Disabled for both On battery and Plugged in.

USB Port Issues

Different USB ports (e.g., USB 2.0 vs. USB 3.0) might have different behaviors with audio interfaces.

• Try connecting the Behringer FLOW8 to a different USB port.
• If possible, use a dedicated USB 2.0 port, as some audio interfaces perform better with these.

Driver Conflicts

Conflicts between drivers can cause random disconnections.

• Ensure that the Behringer FLOW8 driver is installed correctly and updated.
• Use Device Manager to check for any yellow warning symbols or error codes.
• Try uninstalling and reinstalling the FLOW8 driver.

Audio Buffer and Latency Settings

Incorrect buffer size or latency settings can cause instability during playback.

• Open the Behringer FLOW8 control software and adjust the buffer size.
• Increase the buffer size if it's set very low, as this may improve stability.

IRQ Conflicts

USB devices might share an interrupt request (IRQ) with other components.

• Open Device Manager and check for conflicts under the Resources tab of USB Root Hubs or Controllers.
• If IRQ sharing is an issue, consider changing the USB port or using a USB expansion card.

[Raj_05]

Realtek or NVIDIA Audio Interference

Disabling Realtek or NVIDIA audio in Device Manager was a good step, but ensure there are no conflicts.

• Check if uninstalling their drivers (not just disabling) resolves the issue.
• Ensure Behringer FLOW8 is set as the default audio playback device in Sound Settings.

USB Cable or Power Supply

A faulty or suboptimal USB cable can cause frequent disconnects.

• Use a high-quality USB cable, preferably one designed for audio interfaces.
• Connect the Behringer FLOW8 to a dedicated USB power source if possible (not just the PC).

HP Omen BIOS Settings

• Check your HP Omen's BIOS for any USB-related settings, such as "Legacy USB Support" or "XHCI Hand-Off". Experiment with enabling/disabling these options.
• Update the BIOS firmware again to ensure compatibility with peripherals.

System Logs

Check Windows Event Viewer for logs related to USB disconnections.

1. Press Win + R, type eventvwr, and press Enter.
2. Navigate to Windows Logs > System.
3. Look for warnings or errors related to USB or the FLOW8.

Third-Party Interference

Background processes or third-party applications could interfere with audio devices.

• Boot into Safe Mode with Networking and test the FLOW8. If it works without issues, investigate background software conflicts.

I hope this helps.

Take care and have a good day.

Please click “Accepted 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!

Alden4

HP Support