HP Support Forums
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01-08-2010 10:03 AM
Actually, that really didn't work for me. Yes, it lowered the humming coming from the mic, but the mic will still not pick up my voice, unless I gain a mic headset. I noticed that when i tapped the laptop right next to the muse pad, the mic picked up the sound from my tap. I tapped every part of the computer, and the built-in mic picked up the sounds, but it still cannot pick up my voice.
01-11-2010 12:37 PM
DIDN'T work for me either. See another HP forum here:
01-13-2010 05:00 PM
Thanks for cross referencing the two forums. I had a feeling there were a lot more people out there who are having problems.
First of all, I want all of you to know that HP is well aware of the problem. They just don't seem to be doing anything noticeable to fix it. It is all connected to the Conexant chip on our motherboards. HP has told me they are working on a driver. They have also told me that if a driver cannot be developed (I've been waiting a couple of months), the affected systems will be recalled and hardware replaced. That's what a technician told me.
The absolute best thing you can do is make sure you have an OPEN case number that is related to the Conexant issue. There is strength in numbers, and the more of us that have open cases, the better our chances are at getting the issue resolved.
I actually put a Microsoft LifeCam on my G60 as a workaround until HP comes up with a fix. I am outside of the "no questions asked" return period.
I call them almost daily demanding that something be done. If we all call and pressure them for resolution, maybe they will actually address the problems we are having.
01-14-2010 11:44 AM
I posted the following to the other forum, as well:
UPDATE -- I spent 90 minutes on the phone with HP management this morning. My laptop is going back for a third time. They have assured me that the problem will be fixed. No matter what. We'll see.
I will post the outcome of the latest repair when my laptop is returned to me.
I again encourage you folks to be persistent and diligent in getting your microphone issues resolved. We shouldn't have to kluge things together to get our systems to work properly.
The biggest problem I have is that HP is aware of the problem. I've been told this a couple of times. Why they aren't recalling all the systems is mind boggling to me.
01-18-2010 08:20 AM
Well - I am glad I found these forum threads - I thought I just did not know how to configure the mic.
I bought mine over Thanksgiving and it has never worked. I was about to go back to Best Buy, but I won't bother having read this. I will call HP - but I do not have enough time to spend 3 hours with them telling me to try different things. I guess I will gather up various case numbers from here and make sure I get one started as well.
I have always been happy with HP, but this is a rip off. They should be replacing the hardware at this point.
I will be following the other thread to see how it goes for other people (like we have nothing better to do with our time!)
01-20-2010 06:33 PM - edited 01-20-2010 06:52 PM
I tried the control panel changes as suggested above, but it didn't make any difference. I still have this humming noise.
Thanks for posting the info about HP being aware of this, although I'm furious to learn that HP has known about this issue for months, yet the stores (in my case, Best Buy) are still selling these laptops that are defective!! Even though I'm past my 14 days for a return (I purchased it on Dec 30th - so it's still brand new), I'm going to demand a refund and find another laptop.
01-20-2010 06:59 PM
Be persistent and diligent. Don't give up.
I gave up on Best Buy. They wanted to charge me to send the laptop to HP. When I started dealing with HP directly, I became the proverbial squeaky wheel. My laptop is with them again (third time). They have promised me resolution. I am supposed to get the laptop back in another week. I will certainly keep all of you informed as I continue on my journey with support.
Again--don't give up. Fight for what is right.
01-20-2010 11:56 PM
UPDATE: I called HP support (800-474-6836) as was suggested above. I spent 1 hour and 45 minutes on the phone with the tech support guy and his manager. Thought we had the problem resolved, until (get this) AFTER I hung up the phone and tested the webcam one more time using Skype and it reverted back to the same old noise and my son not being able to hear me. SOOOOO Frustrating. (Please note that while I was testing out the webcam/audio while on the phone with HP, he had me use the Cyberlink YouCam that came with the laptop, but after we thought we had the issue resolved, I tried it on Skype and it worked initially, but then reverted back to the same old problem).
I took good notes and you will all want to hear this:
When I made the initial call, I told them I knew from the forums that HP was aware of the issue. He said he'd never heard of it before, and did not have a KB to look it up in. Mind boggling. The right hand does not know what the left hand is doing. There is a communication breakdown at HP. Nevertheless, he took me through a number of possible solutions which were:
He asked to do remote control to see if he can improve the situation. Sent me a link for remote control
- Updated driver dated 8/2009 (the A version I saw on the forums) NO IMPROVEMENT
- He had me go into the speakers dialog box from the taskbar to playback devices, then "other" (for built-in webcam) then sound recognition, but that MADE NO DIFFERENCE!! Not what it's for!
- Went into troubleshooting audio from the control panel - NO IMPROVEMENT
- Downloaded "Bios" software from a link he sent me: http://h10025.www1.hp.com/ewfrf/wc/softwareDownloa
File name: sp45123.exe, (1/1 , 3.83M)
Released: 2009-09-0 Version F.52 A
Restarted the laptop and had SOME IMPROVEMENT - still not a high quality, but the main background noise is gone (after testing it on Skype with my son in CA). (KEEP READING BELOW, IT'S NOT OVER)
The other option was to do a full System recovery, but I'd have to do backup of all my files and I didn't have anywhere to do that today, so I opted out. He said there's nothing else he can do.He said there's no recall on the laptop.
He kept talking in circles saying that stuff in the forums is not official word from HP and is irrelevant and that they don't monitor them for common issues, so I asked to speak to his manager (Josh)
Josh said that "Category Support Team" actually does monitor the forums for common issues but has not raised a red flag that this is a known issue (based on calls or the forums). "If we get a flood of calls, we'll do something about it. When we do have a known issue and we come up with a resolution, we (typically) send an e-mail to known customers with that issue". He said unless they get a flood of calls about the issue, they won't be doing anything about it. He said to make sure that your e-mail Privacy preference answers with HP are turned on to "yes" (for e-mail, phone or mail notifications) so they can do that.
Since he felt they'd made some progress, and I shut down Skype opened it again and tested it one more time and it sounded much better he ended the call. Just when I was ready to post that solution on the forum, (after about 2 minutes), it reverted right back to the same problem as before - lots of noise and my son couldn't hear me at all. After all that!!!!!!!
BOTTOM LINE: EVERYONE NEEDS TO FLOOD HP SUPPORT WITH CALLS SO THEY WILL FIX IT. AGAIN, THE # IS: (800-474-6836)
MY HP SERVICE TICKET NUMBER IS: 8034423248
Next on my agenda is to print all this info and take the laptop back to Best Buy and ask for a replacement.
01-21-2010 06:25 AM
Hi ladyluv -
could you cut and paste your post in the other forum, too. http://h30434.www3.hp.com/t5/Notebook-PC-Sound-and
We need as many people as possible to let HP know this is a real problem.
And let us know what happens with Best Buy. It is where I got mine but that was Black Friday and I am sure it is too late for me.
01-21-2010 07:40 AM
ladyluv--Been there, done that, bought the t-shirt. I know it is inconvenient, but diligence and persistence (even if it means 6 chat sessions and 3 lengthy phone calls to HP) will get the problems resolved. I hope. I'm not totally sure they are doing what I asked them to do yet. My laptop is still with them.
I need to reiterate that I got a phone call from a technician the second time my laptop was sent to HP. He called and left a message (which I have saved) indicating I had a driver problem and that HP was aware of it. My phone "captured" his phone number, and I called him back and talked to him at length regarding the issue. What I was told was that it is a "known problem across several HP systems." I was told that if a driver wasn't found soon (some people have been waiting as long as since September), HP would recall the laptops to repair the hardware.
Now here's the kicker, folks. The ONLY way the defective audio chip can be replaced is if the entire motherboard is replaced. Chips are soldered to the motherboards. They are not components that pop in and out, like say...memory modules. Obviously, HP is going to try to avoid the expense of replacing a lot of motherboards.
I told them I wouldn't accept anything less that one of three things: 1) a new motherboard that doesn't use the same audio chip, 2) a comparable laptop (NOT yet another defective G60, or 3) a full and complete refund.
I spoke to three managers. Two of them said they would make it their personal problem to see that I am happy with my laptop. Like I said before...we'll see.
I have also complained to HP bitterly about Best Buy, their Geek Squad, and their support. Geez--I'm more technically knowledgeable than the Geek Squad is!
I will not give up. I will keep pushing. I will involve government agencies, local news media, whatever I have to do bring resolution to ALL of us. It would help, if the rest of you did the same thing.
My latest case number is 8033134725.
If you call (after having gone through several attempts to get the problem fixed), demand to speak to a manager. Don't let the technician try anything else. Refuse. Stand your ground. AND, don't let them tell you they will have a manager call you back. I know it is a pain in the keester, but you need to just stay on the line. By doing that, I was able to talk to the floor manager, his manager, and finally was transferred to the repair depot honcho.
I will let all of you know what the outcome of being a squeaky wheel has been once the laptop is returned to me.