Audio pops - latency spikes Wdf01000.sys and ACPI.sys - Help!!!

[Kimasu]

*** Edit for update - have used the windows 10 'reset this PC' feature in to restore the laptop back to out of the box settings. Then installed only the latencymon software and still getting the same results.**** please help!

Hi,
I bought a HP Spectre x360 - 13-aw0082tu notebook for pro audio programs. Out of the box I am experienceing latency spikes which results in audio pops and crackles when using programs like Traktor.

I've spent many hours trying to fix the issue to no avail. At this point I am looking at a completely wasted expensive purchase and am desperate for a resolution.

I first noted the audio pops which take place regularly (say ever 10 secs) when using Traktor by Native Instruments. Their helpdesk pointed me to a program called layencymon which indicated that Wdf01000.sys and ACPI.sys were the chief issue.

After much troublehooting I realised that the poor latency score existed without any peripheral hardware connected at all. So with absolutely nothing else connected to the laptop and just latencymon running the same latency result is produced. Very frustrated to have an out of the box windows 10 product that comes with poor audio latency.

The below test results were produce whilst connected to power and runing youtube, netflix. No midi controllers or even a USB mouse was connected. (full results at EoM)

Listing below how I have tried to resolve the issue (checking the latency after each step). Each of which have not fixed the issue.

⦁ Run a windows update till no further updates avail - all installed
⦁ Enabled high performance mode in windows power setting
⦁ Disbaled bluetooth, wireless netwrok adaptor, virus software (bitdefender)
⦁ Uninstalled all non essential programs
⦁ Checked bios settings - all pretty much locked down so nothing to amend
⦁ Logged onto HP support, identified my laptop and downloaded / installed all drivers (and bios)
⦁ Downloaded Intel® Driver & Support Assistant and installed all drivers it identified
⦁ Purchased Driver Booster (3rd party driver resource) and identified several more drivers that it installed
⦁ Used device manager to to manuall search for drivers for key components (audio, processes, system devices, USB, storage devices, sound, video and game controllers, bluetooth, wireless, realteck card reader, keyboard, display adapters, disk drives, battery, etc - no new drivers were identified or installed by device manager
⦁ Manually disabled most of the non essential devices in manager including all audio adaptors, print queues hp software, camera, wirelsee and bluetooth, sensors, software components, USB drives, biometric devices.

Any help would be very much appreciated. I wonder if there is some hardware fault?

_________________________________________________________________________________________________________
CONCLUSION
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Your system appears to be having trouble handling real-time audio and other tasks. You are likely to experience buffer underruns appearing as drop outs, clicks or pops. One or more DPC routines that belong to a driver running in your system appear to be executing for too long. Also one or more ISR routines that belong to a driver running in your system appear to be executing for too long. One problem may be related to power management, disable CPU throttling settings in Control Panel and BIOS setup. Check for BIOS updates.
LatencyMon has been analyzing your system for 0:06:07 (h:mm:ss) on all processors.

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SYSTEM INFORMATION
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Computer name: DESKTOP-KF5K4KQ
OS version: Windows 10 , 10.0, build: 18363 (x64)
Hardware: HP Spectre x360 Convertible 13-aw0xxx, HP, 86FA
CPU: GenuineIntel Intel(R) Core(TM) i7-1065G7 CPU @ 1.30GHz
Logical processors: 8
Processor groups: 1
RAM: 16126 MB total

_________________________________________________________________________________________________________
CPU SPEED
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Reported CPU speed: 1498 MHz

Note: reported execution times may be calculated based on a fixed reported CPU speed. Disable variable speed settings like Intel Speed Step and AMD Cool N Quiet in the BIOS setup for more accurate results.

WARNING: the CPU speed that was measured is only a fraction of the CPU speed reported. Your CPUs may be throttled back due to variable speed settings and thermal issues. It is suggested that you run a utility which reports your actual CPU frequency and temperature.

_________________________________________________________________________________________________________
MEASURED INTERRUPT TO USER PROCESS LATENCIES
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The interrupt to process latency reflects the measured interval that a usermode process needed to respond to a hardware request from the moment the interrupt service routine started execution. This includes the scheduling and execution of a DPC routine, the signaling of an event and the waking up of a usermode thread from an idle wait state in response to that event.

Highest measured interrupt to process latency (µs): 7989.70
Average measured interrupt to process latency (µs): 6.367756

Highest measured interrupt to DPC latency (µs): 7985.90
Average measured interrupt to DPC latency (µs): 2.646125

_________________________________________________________________________________________________________
REPORTED ISRs
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Interrupt service routines are routines installed by the OS and device drivers that execute in response to a hardware interrupt signal.

Highest ISR routine execution time (µs): 3580.885848
Driver with highest ISR routine execution time: ACPI.sys - ACPI Driver for NT, Microsoft Corporation

Highest reported total ISR routine time (%): 0.038413
Driver with highest ISR total time: Wdf01000.sys - Kernel Mode Driver Framework Runtime, Microsoft Corporation

Total time spent in ISRs (%) 0.052596

ISR count (execution time <250 µs): 33464
ISR count (execution time 250-500 µs): 0
ISR count (execution time 500-999 µs): 15
ISR count (execution time 1000-1999 µs): 0
ISR count (execution time 2000-3999 µs): 5
ISR count (execution time >=4000 µs): 0

_________________________________________________________________________________________________________
REPORTED DPCs
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DPC routines are part of the interrupt servicing dispatch mechanism and disable the possibility for a process to utilize the CPU while it is interrupted until the DPC has finished execution.

Highest DPC routine execution time (µs): 2841.420561
Driver with highest DPC routine execution time: Wdf01000.sys - Kernel Mode Driver Framework Runtime, Microsoft Corporation

Highest reported total DPC routine time (%): 0.038839
Driver with highest DPC total execution time: Wdf01000.sys - Kernel Mode Driver Framework Runtime, Microsoft Corporation

Total time spent in DPCs (%) 0.205197

DPC count (execution time <250 µs): 839749
DPC count (execution time 250-500 µs): 0
DPC count (execution time 500-999 µs): 2061
DPC count (execution time 1000-1999 µs): 6
DPC count (execution time 2000-3999 µs): 20
DPC count (execution time >=4000 µs): 0

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REPORTED HARD PAGEFAULTS
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Hard pagefaults are events that get triggered by making use of virtual memory that is not resident in RAM but backed by a memory mapped file on disk. The process of resolving the hard pagefault requires reading in the memory from disk while the process is interrupted and blocked from execution.

NOTE: some processes were hit by hard pagefaults. If these were programs producing audio, they are likely to interrupt the audio stream resulting in dropouts, clicks and pops. Check the Processes tab to see which programs were hit.

Process with highest pagefault count: vsserv.exe

Total number of hard pagefaults 17641
Hard pagefault count of hardest hit process: 16705
Number of processes hit: 24

_________________________________________________________________________________________________________
PER CPU DATA
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CPU 0 Interrupt cycle time (s): 19.187388
CPU 0 ISR highest execution time (µs): 3580.885848
CPU 0 ISR total execution time (s): 1.490813
CPU 0 ISR count: 31587
CPU 0 DPC highest execution time (µs): 2841.420561
CPU 0 DPC total execution time (s): 4.618524
CPU 0 DPC count: 695790
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CPU 1 Interrupt cycle time (s): 8.266010
CPU 1 ISR highest execution time (µs): 161.34980
CPU 1 ISR total execution time (s): 0.043424
CPU 1 ISR count: 1579
CPU 1 DPC highest execution time (µs): 766.666222
CPU 1 DPC total execution time (s): 0.225364
CPU 1 DPC count: 17718
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CPU 2 Interrupt cycle time (s): 8.953927
CPU 2 ISR highest execution time (µs): 149.230975
CPU 2 ISR total execution time (s): 0.010094
CPU 2 ISR count: 297
CPU 2 DPC highest execution time (µs): 297.365821
CPU 2 DPC total execution time (s): 0.376432
CPU 2 DPC count: 32359
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CPU 3 Interrupt cycle time (s): 9.068882
CPU 3 ISR highest execution time (µs): 34.044059
CPU 3 ISR total execution time (s): 0.000290
CPU 3 ISR count: 21
CPU 3 DPC highest execution time (µs): 503.102804
CPU 3 DPC total execution time (s): 0.068784
CPU 3 DPC count: 9397
_________________________________________________________________________________________________________
CPU 4 Interrupt cycle time (s): 8.568723
CPU 4 ISR highest execution time (µs): 0.0
CPU 4 ISR total execution time (s): 0.0
CPU 4 ISR count: 0
CPU 4 DPC highest execution time (µs): 374.218959
CPU 4 DPC total execution time (s): 0.261998
CPU 4 DPC count: 26355
_________________________________________________________________________________________________________
CPU 5 Interrupt cycle time (s): 9.012066
CPU 5 ISR highest execution time (µs): 0.0
CPU 5 ISR total execution time (s): 0.0
CPU 5 ISR count: 0
CPU 5 DPC highest execution time (µs): 363.676235
CPU 5 DPC total execution time (s): 0.127006
CPU 5 DPC count: 21401
_________________________________________________________________________________________________________
CPU 6 Interrupt cycle time (s): 8.731436
CPU 6 ISR highest execution time (µs): 0.0
CPU 6 ISR total execution time (s): 0.0
CPU 6 ISR count: 0
CPU 6 DPC highest execution time (µs): 515.000668
CPU 6 DPC total execution time (s): 0.235806
CPU 6 DPC count: 24723
_________________________________________________________________________________________________________
CPU 7 Interrupt cycle time (s): 9.497342
CPU 7 ISR highest execution time (µs): 0.0
CPU 7 ISR total execution time (s): 0.0
CPU 7 ISR count: 0
CPU 7 DPC highest execution time (µs): 318.656876
CPU 7 DPC total execution time (s): 0.112225
CPU 7 DPC count: 14093
_________________________________________________________________________________________________________

[Kimerus]

I have the same question and the same problem. My PC is an HP Spectre x360 15" - 15-df1006nl. I tried all the steps above. What can we do? It's absolutely unusable. I tried using a pair of wired headphones but the problem still remains. When I watch a video on YouTube or Netflix the audio desync from the video after a few seconds and it's awful. I bought this pc for its wonderful 4K oled display and I can't even watch my favorite shows on Netflix.

[Kimasu]

Thanks for replying and sorry to see that you are in the same boat. 

I feel lost and it’s like there is no way to communicate this to HP,  no acceptable that an out of the box top end system is not capable of audio processing. Not to mention the days of effort I have put into trying to fix it.

[Riddle_Decipher]

@Kimasu I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

Please look for a private message requesting additional information. 

Keep in mind not to publicly post personal information (serial numbers, case details, etc...).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community. 

[Kimerus]

Please you texted the other user and totally ignored me. Is that even normal? Please have a consideration for your customers!

[Echo_Lake]

@Kimerus

Thank you for posting back.  

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Kimasu]

Hi

On the 25-March,  HP employee @Riddle_Decipher indicated that my issue would be loged with  the 'concerned team' but have not been given a ticket number or been contacted in regards to this issue.

I know things are crazy with the virus at the moment so checking in to see when i can expect a response?

I certainly hope that the last response on this thread from HP employee @Echo_Lake which was directed to another user (@Kimerus) was not directed to myself? 

Hope to hear fropm you soon.

[Riddle_Decipher]

@Kimasu Your case has been sent to the appropriate regional team, they should contact you shortly, in fact, I've sent another message to get this done on priority, it looks like there's a delay due to the virus situation as you've rightly mentioned, however, they'll get back to you, for sure.

The other message seems to have been directed to the other user, that said, let us know if you need anything else.

I hope you have a good day.

[Fernyk30]

Hello HP...i'm having the exact same problem...new laptop i7 with 8gb ram..try to solve with all the updates and nothing seems to work... I send latency information to HP and just tell me that the manufacturer of my soundcard or software has to solve but like in the first post it seems to not handle audio even when nothing is connected to a usb port...that Wdf01000 drives is getting me crazy...please need to make a ticket too with the same issue...or if you can tell me how the guarantee works to put back the product..thanks in advanced

[Kimasu]

Good to hear more support that this is not a one off issue for HP customers.

Its easy for HP to blame third parties, other software and or hardware. This however does not address why an industry standard audio latency diagnostic tool (latencymon) clearly identifies that Wdf01000 and acpi services / processes are taking many seconds to process - all this with an 'out of the box' HP configured laptop. 

Thie initial response I got from their customer service team was that there is nothing wrong with the hardware so nothing we can do. This is a very narrow vieew of their responsibility to their customers. The correct view is that HP sell products,I dont care if its hardware, software, bios  or registery settings etc. It impacts me just the same.

This is an opportunity for HP to stand behind their products and and not pass the buck. Why does an out of the box HP product with no USB connections  and almost every other device turned off in device manager have latency with Wdf01000.sys  and ACPI.sys?  This is the root of the problem and has nothing to do with other vendors or third party software. Still waiting for a final response.