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Update and Status Thread 08/03/2020
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.
Attached here is the link to the Diagnostic Tools that might be referenced in the thread if we need anyone to capture diagnostic logs for their issues. For submission of diagnostic logs, we appreciate if you can include your Reddit user name, the Reddit thread which would correspond to your issue (if there is), or a short description of your issues. There were some submissions with only the log and no other information, so it is also difficult for us to corelated the issues that the log is meant for without combing through the entire forum.
📷📷Diagnostics Tool (Public)
Any private correspondence or submission of diagnostic logs should be sent to [[email protected]](mailto:[email protected]). Please note however that this is more of a community engagement email, so those with specific support issues required on their products are still advised to contact our official Customer Support at https://www.creative.com/contactus/, where we have much more dedicated resources and Customer Support Officers to track and look into various support issues.
So, with that being said. Here's the latest!
CURRENT TRACKING ITEMS:
1) AE-5 Command Software [Close 04/25]
2) Sound BlasterX G6
2a) G6 Power Cycle [close 03/24]
2b) G6 Game/Chat support
2c) G6 auto power down (v1.16) [close 6/14]
2d) SB Command Support
3) DDLive/DTS issue [Monitoring. No active update 06/14]
4) AE-7/AE-9 audio dropout (including channel swap on X570 boards)
5) AMD BIOS Recognition Issue [Closed 03/02]
6) Sound Blaster X3
6a) SB Command failure for firmware upgrade and SXFI Profile download (new)
7) Sound Blaster X7 [close 06/14]
8) Sound BlasterX Katana
9) Windows 10 Update 2004
1) AE-5 Command Software
The official SB Command update with full AE-5 support is targeted to be released by end February 2020. We are aiming to release the public beta version on February 14, 2020.
03/02: The public beta of SB Command with full support for AE-5 has been released on February 26, 2020. Here is the list of changes:
- Added 2.1, 4.0 and 4.1 Speaker configuration for AE series product.
- Added lighting page for AE-5.
- Fixed missing input selection when front panel is connected on AE-5.
- Added Encoder Troubleshooting.
03/21 Issues below reported for the public beta has been fixed. We working towards an official SB Command release with full support for AE-5 by end March
- Fixed missing mic boost
- Fixed only able to control 10 LED for light strip
04/25: Official support for AE-5 has been completed and release in v3.4.72.01 released on 25th Apr. The tracking for this item would be closed.
2) Sound BlasterX G6
2a) G6 Power Cycle [close]
The v1.16 beta firmware, which contains this fix, has been officially released on January 22, 2020. This item will be considered closed with this latest firmware update.
2b) G6 Game/Chat support for PS4
The v1.16 beta firmware, which contains support for Game/Chat on PS4 and Nintendo Switch, has been officially released on January 22, 2020. We are still working on reproducing the outstanding intermittent microphone audio cutoff issue on PS4 party chat, with help and support from forum users to help share the setup where they are seeing issues. We have not been able to see this issue internally using exact PS4 model, PS4 firmware version, settings, etc. The team is working to get the exact microphone used by the user to see if that enables us to reproduce this issue.
03/02: We have been working to reproduce the microphone cut off issue in-house with no progress to report at this time. As part of this investigation, we have been working closely with GhostOfficer who has been able to see the issue consistently, ensuring that both the G6 and PS4 Pro model, firmware and settings are identical. We have also purchased the Antlion Audio ModMic that GhostOfficer has used to eliminate potential differences in microphone use, yet we are still unable to reproduce this issue. We have also tested running the PS4 in different environments to see if the user environment played a part in triggering this issue, and have not been able to trigger this consistently.
We have some suspicion that this may be an issue on PS4 itself, where there might be some form of detection within PS4 that will disable the microphone audio if the PS4 determines that the current audio recording is not a valid microphone audio, possibly to prevent issues where microphone audio from some users causes disruption to a chat session. Some threads that seem to be discussing this since 2017 can be found in the following threads.
We do not have any confirmation on our suspicion, but workarounds that are provided by users who encounter this issue, such as keeping mic boost above 0dB, disabling noise reduction, etc., are general actions that will result in higher background hiss/noise in the mic audio, which seems to help to keep the microphone audio working. This is suggesting that PS4 might have some form of heuristics of detecting a valid mic signal which might not work when the microphone signal is too clean. During our internal testing, we did encounter some mic cutoff immediately when the microphone volume level was set to very low, around 4 or 5, which in general is in line with what we suspect as a clean mic signal being part of the trigger to this issue. We suspect that similar mic signal recorded for this particular condition might have occurred during the usage, triggering the microphone cutoff, and we are investigating deeper in this direction.
Meanwhile, for users who can consistently see this issue, we would like you to send us a video showing your connection, the sequence of steps you usually go through from starting the PS4 until you enter the chat session where the issue will eventually occur. This could help us identify if some change in steps that we have not tried might be the key to consistently seeing this issue. Please send these videos to [[email protected]](mailto:[email protected]).
03/21 : Based on feedback from various users, we would like those in the community who are able to see the intermittent microphone no signal issue for PS4 chat to try out the following sets of values using v1.16 firmware and let us know the results
The following settings are the same for all 4 sets.
- Mic Volume 68%.
- All other Voice Clarity effects off.
- Voice Morph Off.
Set 1 (matching to v1.11 settings) : Mic Boost +20dB. Noise Reduction ON.
Set 2 : Mic Boost 0dB. Noise Reduction ON.
Set 3 : Mic Boost +20dB. Noise Reduction OFF.
Set 4 : Mic Boost 0dB. Noise Reduction OFF.
Please also let us know the model of microphone that you are using. Please send your results to [[email protected]](mailto:[email protected]).
04/25: So far, we have only received response from u/GhostOfficer on the testing of the settings. SET 2 is indicated to be the only set of settings where the mic cut off issue is occurring. The difference in the 4 set of settings are only on the background mic hiss and noise that is present in the mic signal that is recorded by PS4. SET 2 is the set where the background mic hiss is lower but least similar to a traditional mic hiss profile due to the noise reduction.
Our theory is that PS4 Party Chat app is doing some valid mic signal detection on the signal for all users, and it will automatically cut off users with mic signal that does not seem to be valid. This is likely to prevent a signal bad mic signal from affecting the entire party chat. However, it is likely that the criteria for detection of valid mic is dependent on the background mic hiss.
We are considering adding a physical toggle for Noise Reduction in PS4 usage, which can allow for users to toggle the Noise Reduction state. Default Noise Reduction setting would be changed to OFF in PS4 mode, so that majority of users will not face the mic cutoff issue. Noise Reduction setting will be remembered separately for PS4 and PC usage, so that this change will not affect Windows user. A new v1.18 beta firmware with this implementation is target to be release for testing in end ApEarly May.
06/14: Official v2.0 firmware has been released on 20 May 2020. Default setting for noise reduction was changed to OFF which is found to be more compatible and does not trigger the mic validity checking on PS4 to determine that the mic signal from G6 is invalid. Users who wish to try using Noise reduction on PS4 will need to go into sidetone mode, double click on the master volume button to toggle the noise reduction On/Off state. Those who do not experience the mic sudden cut off could continue to keep Noise Reduction enabled on PS4, while those who start to experience the issue is advised to keep Noise Reduction OFF. This setting on PS4 is separated from the setting on Windows platform.
We are exploring if there is there is a way to inject some inaudible noise to keep the mic signal alive in PS4, but this is hampered by the inability to reproduce the issue in-house, which was also the reason this issue took such a long duration to resolve. We are still working on identifying what could be preventing the reproduction of this issue in-house.
2c) G6 auto power down (v1.16) [Close 6/14]
Some users have encountered what they described as a low power mode for G6 that occurs only in v1.16. We can confirm that there was no addition of low power mode in G6. We are currently working on reproducing what is reported to investigate it, as well as studying potential possibilities that could result in the symptoms seen. Users who are seeing it could help by describing to us the steps leading to the issues, your device settings, and physical connections. Please send an email to [[email protected]](mailto:[email protected]).
03/02: We have not been able to reproduce this issue in-house, and have not received any emails from users on this issue. For users who are seeing it, if you can either describe the steps, provide your device settings and physical connections, and/or provide a video that shows this, it would help greatly in the investigation of this issue. Please send an email to [[email protected]](mailto:[email protected]).
03/21: We are updating our diagnostic to collect information related to this issue for G6, and will be contacting some users who can see this issue to collect the information. From the collected data, we target to provide these users with a beta firmware in end March with the potential fix to help confirm if the issue is resolved before releasing it to the community.
04/25: A v1.17 beta firmware was released in mid April to a few users who are seeing the auto power issue and so far, the results have been positive. This fix will be release together in v1.18 beta that will be made available to the community for further testing.
06/14: Official v2.0 firmware released on 20 May 2020 contains the fix for this issue. Engagement with beta firmware with the forum does not yield any negative results so far. If there is anyone who is still facing the issue, please send an email to [[email protected]](mailto:[email protected]), using v2.0 firmware and attached the diagnostic logs using the diagnostic tools (Link available at the start of this thread).
2d) SB Command Support
03/21: We will be working towards adding support for Sound BlasterX G6 in SB Command. We are targeting to have the official support out by Sep 2020, and to have beta version ready for testing at around June 2020.
04/25: We will start to work on this now that AE-5 support on SB Command has been released. Estimated release of beta is currently still June 2020.
06/14: The beta release of SB Command with G6 support is undergoing internal testing, and should be released for community to test somewhere near end of June to Early July.
08/02: Sound Blaster Command v3.4.84.00 has been released on 30 Jul as a public beta for G6. Please refer to this Reddit thread for more information. https://www.reddit.com/SoundBlasterOfficial/comments/i0e69e/sound_blaster_command_for_g6_public_beta/
3) DDLive/DTS issue [Monitoring. No active update]
Please see this thread https://www.reddit.com/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.
Here's the link to the latest Diagnostic Tool (v220.127.116.11) that contains the changes for detecting issues with the missing encoder tab. We have change to use a OneDrive public link here to ensure that the community will get the latest diagnostic tool the moment it is ready for release.
Please run the Diagnostic Tools with the link at the start of the thread. Once you've run the diagnostic please send the log files to [[email protected]](mailto:[email protected])
03/02: Since the Diagnostic Tool was made available, we have not received any logs related to this issue. If you have sent us a log on this, please help to highlight this to us by indicating that the log you sent is in relation to the missing encoder tab issue. Also, please re-send the log files to [[email protected]](mailto:[email protected])
03/21: We have not received any logs from users regarding this issue till date. As such, we will put this issue under monitoring and will not be providing any active update. If any users are encountering this issue, please follow the instructions that has been provided and send us the log files.
06/14: It seems that there are still users who are facing this issue, but we are not receiving any diagnostic logs on this issue. If you have sent it but we did not response, we would appreciate if you can help to send again with some indication in the email that the log is regarding this issue.
There is a feedback in the thread saying that one of the community users found that NVidia HDMI sound driver could play a part and result in the SB tabs not showing up.
4) AE-7/AE-9 audio dropout (including channel swap on X570 boards)
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.
12/02 Update: the latest driver is available on Windows Update. We are still looking into audio drop issues when memory is overclocked.
12/30 No Update.
02/05 No Update.
03/02: Currently, the outstanding audio dropout reports are related to high-speed memory (3000+ MHz). We are still investigating this issue, as it is only seen on certain systems.
03/21: We have invested in a new equipment that would help us to expedite and improve our capacity in the investigation of this issue. Due to the worldwide COVID-19 situation affecting delivery of the equipment, we estimate to be able to do that in June 2020.
04/25: The delivery of the equipment we are getting to improve on our capacity for investigation of this issue has been brought forward to early May. We are also working to gather the relevant equipment and systems required to investigate the issue due to COVID-19 isolation measures affecting the way we can work and look into issues. We are still trying to work as best we can within the bounds of such measures, and we hope the community would understand and give us more time during this trying time.
06/14: We have been studying the issues on a X570 system since obtaining the new equipment at end May 2020. The new equipment has allowed us to identify unusual events that occurs when audio drop or channel swap occurs on X570. Currently investigating the issues based on the additional information found. We are currently focusing on the X570 boards for the investigations which seems to be what majority of users facing the issue is on, and will see if the fix for the issues will help users on other boards.
08/02: We are working with AMD to investigate the issues seen on the X570 chipset motherboard.
5) AMD BIOS Recognition Issue [ Closed 03/02 ]
We have found that new BIOS by AMD turned on a 10-bit Tag Field, which is only available on PCI-e Gen4 devices. This resulted in compatibility issues with all our PCI-e sound cards. Users should look for a setting for "PCI-e 10-bit Tag Support" and set it to "Disabled" to allow our sound card to be recognized. We are reaching out to AMD on this issue.
12/30 No Update.
02/05 No Update.
03/02: There are quite a few motherboard vendors releasing new BIOS. Below are some that we are aware of:
Support For MPG X570 GAMING PLUS | Motherboard - The world leader in motherboard design | MSI Global
X570 AORUS ELITE (rev. 1.0) | Motherboard - GIGABYTE Global
AMD X570 AORUS Motherboard with 12+2 Phases Digital VRM with DrMOS, Advanced Thermal Design with Enlarge Heatsink, Dual PCIe 4.0 M.2 with Single Thermal Gua...
PRIME X570-PRO BIOS & FIRMWARE | Motherboards | ASUS Global
Supply power to monstrous gaming rigs with our Power Supply Units. High-end components and thermal solutions, made possible by our years of industry experience, provide better efficiency, performance, and quality.
While none of them explicitly mentioned the 10-bit Tag field, we see PCIe compatibility fixes as one of the items that is listed, and we have also confirmed on the MSI motherboard that the new BIOS resolved this issue.
For users who are still encountering this issue, we would encourage them to contact the support of their motherboard vendor.
This issue is officially closed as it has been proven to be due to motherboard BIOS.
6) Sound Blaster X3
We are working on a new software and firmware release that would solve some of the following issues reported. The update is targeted to be released in January 2020.
a) SXFI effect affected by audio enhancement
b) SB Command showing headphone output when audio output is on speaker
c) Disable audio output from both speaker and SPDIF output when headphone is in use
d) General stability and driver fixes
The new firmware, driver, and SB Command update has been released as of January 20, 2020. We are working on a newer firmware that would support the microphone usage on Nintendo Switch.
03/02: We are preparing for a new firmware for X3, targeted to be released mid to end of March 2020. The planned changes are below:
1) Added Nintendo Switch mic support
2) Fixed Volume knob not syncing with OS after power up
3) Improved SXFI effect
4) Allow control of optical output volume
5) Support PC sleep mode, device will enter low power mode with LED turn off
03/21: We are currently testing the new firmware for X3. There are some issues found from testing which we are fixing. The release is likely to be happening in end March to early April, depending on the result of our testing on the new firmware with the fixes.
04/25: v1.3.20200406.0200 firmware has been released on 24th Apr. It should be progressively available on SB Command on all platforms. Windows users are already seeing the update. SB Command v3.4.72.01 has also made available as an app update to users to resolve software related issues.
06/14: We are working on a v1.4 firmware release for X3 which should be available soon. The key issue that is resolved is the inability to sync windows volume control through the volume knob after a cold boot or hibernation.
08/02: v1.5.200705.0120 was released on 13 July to address a L channel imbalance issue. We are planning a new v1.6 firmware to further address the issue of audio level being at a louder level than shown on the device.
6a) SB Command failure for firmware upgrade and SXFI profile download (new)
08/02: We are aware of a failure for SB Command to upgrade firmware and do SXFI profile download for some X3 users. We have identified the cause, and are in progress of testing a new version of Sound Blaster Command that will address the failure to update firmware or download SXFI profile on Windows. Meanwhile, users who are seeing the issue can use Android or iOS platforms to perform the firmware upgrade or SXFI profile download.
7) Sound Blaster X7 [Closed 6/14]
We are currently investigating the following issues that have been raised by users. Depending on the results of this investigation, we will look into the release of new firmware, driver and/or application that is needed to resolve these issues:
1) Mic monitoring automatically unmute
2) Direct mode volume control muting prematurely at low volume level
3) Unable to use Android app to control device on Android 10
03/21 Sound Blaster X7 Control (Android) has been updated to v1.00.25 to include Android 10 support. We are aware of some intermittent crash/freeze on this version which we are fixing in a new version that will be release soon
We are also working on a new firmware for X7 with the following planned changes.
1) Fixed mic monitoring automatically unmute intermittently on power up when connected through hub/dock
2) Fixed volume intermittently jumps to 100% on power up when connected through hub/dock
3) Fixed no audio output at low volume level when in Direct mode
4) Improve handling of switching between TV channels that causes short period of noise heard
The firmware is targeted to be release in early to Mid Apr 2020
04/25: Sound Blaster X7 firmware has been released on our support site. Currently, only the Windows upgrader has been released. The Mac upgrader will be releasing in the coming 27 Apr week.
06/14: The Mac firmware upgrader for Sound Blaster X7 has been released on 27 Apr 2020. With this, we will be closing this topic.
8) Sound BlasterX Katana
03/21: We are working on releasing a new version of SB Connect to fix an issue where almost no control is shown.
We are also doing some investigation on the issue where audio drop is reported in Windows 10 1903. We have not been able to reproduce the issue from initial testing, and would like users who are seeing the issue to run the diagnostic app to provide us with more information.
04/25: We are doing some internal testing of the new version of SB Connect that fixes the no control shown issue. It should be release in the 27th Apr week for testing by the community if nothing adverse shows up from our testing.
Regarding the audio drop issue, we are seeing it on 1 particular system which exhibits the issue only on the USB3.0 ports, but not the USB2.0 ports. We did a BIOS update on this system and the audio drop on the USB3.0 ports no longer happen.
While this might not be the cause of issue for all users, we would advise those affected to check on this to see if you are affected by USB port compatibility issues. We are still testing on various system to reproduce the issue but so far, no other systems are showing pops after audio playback of 2 hours.
For users who are seeing the issue, if you have not done so, please help to run the diagnostic app to provide us with more information. We hope to be able to find some hints that could help us identify potential systems or settings that have not been tried to reproduce this issue. Please send your logs to [[email protected]](mailto:[email protected]), indicating that you are seeing audio pops on Katana, and some description on your usage scenario where you encounter the issues.
06/14 : Till date, we have found that the following could trigger the intermittent audio pops with Katana
1) Insufficient power delivered on the USB port.
There were systems with this issue where switching to a different port helps.
2) BIOS update
We have found system that has the issue but is resolved after the BIOS is updated to the latest
We are also testing a new SB Connect release to resolve a detection issue for Katana where available controls are not fully displayed.
08/02: We have discovered some issues that require addressing during our testing. A new version that addresses the issues found have released for internal testing.
9) Windows 10 Update 2004 (New)
06/14: With the release of Windows 10 update 2004, we are aware that some users may be facing issues with your existing products. We are in communication with Microsoft on this. Those facing issues which is triggered by the v2004 update could let us know with some description and information of the symptoms, together with the logs captured with the diagnostic app with link at the start of the thread.
Below is an issue that some of you have raised for v2004 update
- AE-5 volume slider lag
08/02: We have found some changes in the number of volume set triggered by OS with the Windows OSD volume set. There are many more set by the OS, resulting in more processing as compared to Windows 10 prior to v2004. We are working on a fix to handle this behavior change in Windows 10 v2004 that is triggering the volume lag.