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Top Student
gnomes
Posts: 7
Member Since: ‎08-26-2013
Message 1 of 11 (3,093 Views)

HP Envy TS 15 Audio Problems

Since approximately August, I have had problems with the audio playback regardless of the program being used and irrespective of whether I'm streaming or playing from the hard drive.  The audio sounds like it's skipping, like using an old discman.  At other times it sounds like interference as though there is a high volume of processing going on in the background, which there is not.  This occurs when using headphones, internal speakers, external speakers, and when connected via HMDI cable. Thus, it is not a sound issue, but seems to be an issue with the sound card or the Beats Audio program.

 

I have updated the audio (Beats Audio) drivers;  removed and re-installed the drivers; restored the computer to factory settings.  Yet, nothing works.

 

Has anyone else encountered this problem? It is absolutely maddening, as I cannot listen to anything on this expensive machine and forced to use my ipod.  Yes, the machine is still under warranty as it's only a few months young.

 

 

HP Support Agent
BHK6
Posts: 3,957
Member Since: ‎09-03-2013
Message 2 of 11 (3,055 Views)

Re: HP Envy TS 15 Audio Problems

Hi gnomes,

 

Sorry to hear about your audio issues. If you out and on the go with the laptop do you notice the same sound issues? There are a couple of things we can do to test the hardware to see if the sound card has failed but I will need your operating system? Can I also get your product number, please?

 

Find your product number on a notebook:

 

http://h10025.www1.hp.com/ewfrf/wc/document?cc=us&lc=en&dlc=en&docname=c00033108

 

Finding your OS:

 

http://windows.microsoft.com/en-CA/windows/which-operating-system

 

Thank you,

 

 

Please click “Accept as Solution ” if you feel my post solved your issue.

Click the “Kudos Thumbs Up" on the right to say “Thanks” for helping!



Thank you,

BHK6


I work on behalf of HP
Top Student
gnomes
Posts: 7
Member Since: ‎08-26-2013
Message 3 of 11 (3,048 Views)

Re: HP Envy TS 15 Audio Problems

Hi,

 

Yes, the sound issues persist whether I am at home, the office, school, library, or a cafe.  The product number is C8P46AV.  The operating system is Windows 8.

 

I look forward to your suggestions.

 

Thanks!

HP Support Agent
BHK6
Posts: 3,957
Member Since: ‎09-03-2013
Message 4 of 11 (3,036 Views)

Re: HP Envy TS 15 Audio Problems

Hi gnomes,

 

If the issue persists when you are out and about then we can eliminate your environment as a factor. I have done some research on your problem and have a link for you to Microsoft's support page where someone was having the same issue you were. Now, the fix didn't work for this particular poster but I have seen similar steps in other forums as well that worked.

 

http://answers.microsoft.com/en-us/windows/forum/windows_8-pictures/whatever-audio-playing-in-window...

 

What program are you using to run the music? Can you check your task manager and see how much the CPU usage is for that program. I have included a link below that will show you how to check that.

 

http://www.howtogeek.com/108742/

 

One other thing that I saw showed that it could be related to power management. This thread mentions using notepad to check to see if it is a power issue. Check out the link below and do what is mentions concerning notepad and see if the letters “skip” like the audio.

 

http://www.techsupportforum.com/forums/f108/laptop-audio-skipping-607918.html

 

Thank you,

 

 

Please click “Accept as Solution ” if you feel my post solved your issue.

Click the “Kudos Thumbs Up" on the right to say “Thanks” for helping!



Thank you,

BHK6


I work on behalf of HP
Top Student
gnomes
Posts: 7
Member Since: ‎08-26-2013
Message 5 of 11 (3,032 Views)

Re: HP Envy TS 15 Audio Problems

Hi,

 

Thank you for the tips, however nothing has worked.

 

The windows forum was an issue with the physical playback device, headphones v. internal/external speakers.  The sound issue persists regardless of the the playback device.

 

As for CPU usage, Spotify is using less than 1% at any given time. The same holds true for other platforms such iTunes or HP's music player.

 

I tried the notebook idea and the skips correlated with a lag in notebook. So I adjust my power settings to "performance" so as to run at the maximum power.

 

Given that none of these suggestions have worked, any other ideas?


Thank you!

HP Support Agent
BHK6
Posts: 3,957
Member Since: ‎09-03-2013
Message 6 of 11 (3,026 Views)

Re: HP Envy TS 15 Audio Problems

[ Edited ]

Hi gnomes,

 

I would recommend returning your power management settings back to normal. The laptop will run a hotter with the performance boosted.

 

I have a couple more things to try. The link below is to an HP forum thread where some equalizer settings for Beats Audio have been posted. If the settings are off it could be that those skips are spots were the settings are off.

 

http://h30434.www3.hp.com/t5/Notebook-PC-Sound-and-Audio/Beats-Audio-EQ-Setting-General-Sound-Advice...

 

I did find another thread where they used the HP Recovery Manager to reinstall the IDT Audio Driver. I know that you have reinstalled the drivers and updated Beats audio but there may be another approach.

 

http://h30434.www3.hp.com/t5/Notebook-PC-Sound-and-Audio/Sound-or-beats-audio-problems/td-p/1269511

 

Something else to try is to test the actual hardware for your computer. The link below will show you how to do it. You will want to run the System Board as it will test the System Board and on it's built in components.

 

http://h10025.www1.hp.com/ewfrf/wc/document?cc=us&lc=en&dlc=en&docname=c03467259#N72

 

Thank you,

 

 

Please click “Accept as Solution ” if you feel my post solved your issue.

Click the “Kudos Thumbs Up" on the right to say “Thanks” for helping!



Thank you,

BHK6


I work on behalf of HP
Honor Student
StevieWonda
Posts: 2
Member Since: ‎11-26-2013
Message 7 of 11 (2,960 Views)

Re: HP Envy TS 15 Audio Problems

Hi, instead of creating a new thread, I found this one and I have the same problem. I have a little more information to offer. First of all, I noticed that the situation occurs when the fan starts getting louder. This leads me to believe that the processor is overheating even though the laptop itself does not get very hot.

 

I have noticed that it happens when I play Civilization V, which is a pretty significant program (as far as graphically). However, the sound distortion also occurs while I am trying to view a simple stream on a web browser (such as on Twitch.tv) and even with Netflix. I have tried multiple browsers so I know it is not an issue with that. I have also run diagnostics via the built-in HP system checks (I did every single check available, not just the system board test). 

 

I have also been in audio-only skype conversations when this audio lag occurs. The people who I were in the call with said that I sounded exactly how I hear things, robotic and in slow motion. This tells me that it is not a problem with the speakers or headphones.

 

Hopefully this additional information leads to a solution to the problem. Thanks in advance.

Top Student
gnomes
Posts: 7
Member Since: ‎08-26-2013
Message 8 of 11 (2,956 Views)

Re: HP Envy TS 15 Audio Problems

Hi, I have tried to abovementioned "solutions," still to no avail. 

HP Support Agent
BHK6
Posts: 3,957
Member Since: ‎09-03-2013
Message 9 of 11 (1,904 Views)

Re: HP Envy TS 15 Audio Problems

@gnomes,

 

At this stage you have tried reinstalling the drivers and doing the factory reset and nothing else we try is working I would recommend calling HP Total Care at 1-800-474-6836 in North America or visit the link below if you are outside North America.

 

http://www8.hp.com/us/en/contact-hp/ww-contact-us.html

 

@StevieWonda,

 

If you can give me your product number I can pull up the drivers for your model and we can see if reinstalling the drivers fixes the issue. What operating system are you running? Also, make sure that your Windows Updates and that there are no updates available using HP Support Assistant.

 

Find your product number on a notebook:

 

http://h10025.www1.hp.com/ewfrf/wc/document?cc=us&lc=en&dlc=en&docname=c00033108

 

Finding your OS:

 

http://windows.microsoft.com/en-CA/windows/which-operating-system

 

Thank you,

 

 

Please click “Accept as Solution ” if you feel my post solved your issue.

Click the “Kudos Thumbs Up" on the right to say “Thanks” for helping!



Thank you,

BHK6


I work on behalf of HP
Top Student
gnomes
Posts: 7
Member Since: ‎08-26-2013
Message 10 of 11 (383 Views)

Re: HP Envy TS 15 Audio Problems

Hello,

 

My product # is C8P46AV and I'm running Windows 8.

 

I have updated all drivers.  In fact, I've removed and re-installed applicable audio drivers.  Additionally, there are no lingering updates.

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