The only time we have ever had sound issues reported was 2 decades+ ago when we changed the WAV sounds to MP3 but a lot of people complained their systems at the time would not play MP3 so we changed them all back to Wav's
Until now.
I hope someone has an idea for you as what you already received from customer support came from us.
EDIT 1..... Do you have a separate sound card?
EDIT 2..... Have you previously made adjustments to the sound on your machine for any reason?
EDIT 3..... Some suggestions found on line
Quote:
Run the Windows 10 audio troubleshooter. It can diagnose and fix a variety of common sound problems. To use it, right-click the sound icon by the clock, select Troubleshoot sound problems, and then follow the onscreen prompts.
Disable the sound card in Device Manager, and then re-enable it. This will force the operating system to reestablish its connection with the hardware, which could restore audio to Windows 10
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EDIT 4........ I'VE GOT NOTHING ELSE.
EDIT 5...... if all else fails you can play the game the way the lead programer always does........ with sound off. That said, IDK of anyone else who has reported the sound does not play on their copy of the game. Have you tried running SPMBT?