How do I fix the sound on my HP Envy?

[lordajay]

Should I try uninstalling all the Windows 10 updates? I can see the updates back to September, and that may have been around the time the problem started.

The sound will work every single day when I turn the computer on, but anywhere from two to fifteen minutes later it will just stop working. There doesn't seem to be any hardware issues. I tried re-installing drivers, updating drivers, using HP Support Assistant, had someone take a look at it. I don't know what to do to fix this? It doesn't say the sound card is malfunctioning or anything either.

Would wiping my hard-drive fix it? I don't want to do that if it won't.

[DavidSMP]

Hi @lordajay,

Good Day! Thanks for taking an interest in the HP Support Forums! I read your post regarding audio issues with your Envy computer. I will be delighted to assist you with this.

Fabulous diagnosis and superb analysis of the issue before posting.  Kudos to you on that score. It is always a privilege to work with technical specialists like you.

You are a valued HP customer and it is paramount to assist you here. We greatly appreciate you for doing business with HP. I take it as a privilege to share this platform with you.

 For better clarity and to assist you better, I would require more information regarding this.

• Please let me know the complete model# of the unit.
• Did it happen soon after windows 10 updates?
• Did the computer come pre-installed with windows 10 originally?
• Have you connected a headset to the audio port and checked if the audio playback works fine?
• Are these speakers Bang and Olufsen speakers?

For starters please try these steps out:

Please connect a headset to the audio port and check if there is continuous audio. If there is audio then the issue is with your speakers and it needs to be replaced.

This means that the computer needs to be sent in for service. To do this please contact HP phone support to get this done.

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.

They will be happy to assist you immediately. If the unit is under warranty, then the manufacturer’s warranty will cover it for you. Otherwise, it could be fee-based support.

If the headset also has an issue then try these steps out:

• Right-Click on start button> click device manager> expand sound video and game controllers>then select the sound drivers and right-click on it and uninstall the audio drivers. Then check the box delete the software for this device.
• Then restart the computer and update the bios, chipset and audio drivers from this link: http://hp.com/drivers
• Please select the country and type the product# of the computer. Then follow the on-screen instructions. 
  
  I will keep a watch for your reply to assist you further.

Hope this helps.   I genuinely hope the issue gets resolved without hassles and the unit works great.   Please reach out for any issues and I'll be there to assist you.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care now and have a splendid week ahead.

[lordajay]

HP Envy 15 Notebook PC     It didn't happen for more than a year after I installed Windows 10. It came with Windows 8. Yes. The issue is not with the speakers. The sound problem is the same whether I use a headset or not. It's just whatever speakers came with the laptop.

[DavidSMP]

Hi @lordajay,

I reviewed the super quick response. Great effort and hats off to a job well done. 🙂

If  the headset also has an issue then try these steps out:

• Right-Click on start button> click device manager> expand sound video and game controllers>then select the sound drivers and right-click on it and uninstall the audio drivers. Then check the box delete the software for this device.
• Then update the audio drivers from this link: http://hp.com/drivers
• Please select the country and type the product# of the computer. Then follow the on-screen instructions.
• Then check again if it works.

To eliminate possible hardware malfunctioning on the notebook, please run diagnostics on the audio module from this link: http://support.hp.com/in-en/document/c03467259 and select the option "Running the UEFI Component Tests "

If it fails and reports a failure code, please contact hp phone support to get the unit serviced after making a note of the failure code.

If it passes, then I would suggest that you backup all your files and perform a system recovery to factory settings from this link: http://support.hp.com/us-en/document/c03489643 and select the most relevant option that best describes your computer.

Hope this helps.  Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂  Please reach out for any issues and I'll be there to assist you. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

 If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care now and have a splendid week ahead. 🙂

[lordajay]

It shows a failure almost as soon as I run the diagnostics, but it is doing it only on the battery. I know my battery doesn't hold much of a charge anymore. The issue I have is with my sound but it won't get to that. Should I run it again after removing the battery?

I really don't want to reformat my computer unless I know it will fix the problem.

[DavidSMP]

Hi @lordajay,

I reviewed the post comprehensively. Spectacular diagnosis of the issue before posting again. It could make a certain Sherlock Holmes turn green with envy. 🙂  Hats off to you on that score. 🙂

Please run the complete system diagnostics on the computer then to eliminate all possible hardware failures. The component tests will test even the sound card and speakers.

This diagnostics could take about 2 hours to run. Once all diagnostics pass then you could backup all your important information and perform a complete system recovery to factory settings. Run the diagnostics after removing the battery as you know the battery has failed. 

If the diagnostics fail, then Please contact HP phone support to try and correct the situation. The steps to contact HP phone support has been given in my previous post. If the diagnostics pass please try these steps that were mentioned in my previous post also.

• Right-Click on start button> click device manager> expand sound video and game controllers>then select the sound drivers and right-click on it and uninstall the audio drivers. Then check the box delete the software for this device.
• Then restart the computer and update the bios, chipset and audio drivers from this link: http://hp.com/drivers
• Please select the country and type the product# of the computer. Then follow the on-screen instructions. 

If this does not do the trick for you, you could then think of backing up your files and performing a complete system recovery.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Please reach out for any issues and I'll be there to assist you. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.:)

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care now and have a splendid week ahead. 🙂

[lordajay]

I ran the diagnostic. Everything passed except battery. Has a system recovery fixed similar issues as this in the past?

[DavidSMP]

Hi @lordajay,

I reviewed your quick response. From my previous experience in dealing with these technical issues, If the sound diagnostics came out clean, A system recovery to factory settings has on several occasions fixed similar issues in the past. It is worth giving it a shot.

Stupendous effort and superb troubleshooting of the issue as well. 🙂 Hats off to you for a job well done. 🙂

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Please reach out for any issues and I'll be there to assist you. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.:)

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂