HP Wireless Audio Manager unable to connect to HP Wireless Audio Receiver on Envy 15 (554 Views)
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Top Student
stevester
Posts: 9
Registered: ‎02-21-2013
Message 1 of 6 (554 Views)

HP Wireless Audio Manager unable to connect to HP Wireless Audio Receiver on Envy 15

[ Edited ]

Product Name:

-HP Envy 15t-3000 (LW897AV) w' integrated HP Wireless Audio transmitter module (BIOS version F.0C)

-HP Wireless Audio Receiver (QF299AA) w' receiver and usb transmitter (for computers that don't have one built in)

 

Operating System:

-Windows 7 64 bit (Currently)

-Also tried performing a System Recovery to rule out a software issue as well as upgrading to Windows 8. Both did not work.

 

Error Message:

No error messages during install/uninstall or usage of software.

 

Changes:

None. Operating off of a fresh install via HP System Recovery currently.

 

Problem:

Recently purchased the HP Wireless Audio Receiver to use with my HP Envy 15 3000 series laptop. MY laptop has a built in hp wireless audio module and is supposed to be able to transmit directly to any kleernet enabled devices including the HP Wireless Audio Receiver.

 

I Followed all of the instructions but not matter what I tried the HP Receiver would not show up under Available devices in the HP Wireless Audio Manager application. To troubleshoot I tried the following:

 

1. Checked that HP Wireless Audio was enabled in the taskbar. YES

2. Checked that the device was detected in Device Manager and didn't have any yellow error code. YES

3. Update the software to the latest version, uninstalled, reinistalled, tried Windows 8, fresh install of Windows 7 via System Recovery, etc. DID NOT WORK

4. Tried Plugging the usb transmitter that was included with the HP Wireless Audio Receiver into the laptop directly even though my laptop has one built in (in case the integrated was defective) STILL DIDN'T FIND THE RECEIVER

 

To ensure that the receiver wasn't defective I took the usb transmitter and plugged it into my other, non-hp laptop and installed the HP Wireless Audio Manager software. IT FOUND THE DEVICE AND WORKED RIGHT AWAY.

 

Questions:

-If the problem is a hardware issue or defect with the integrated HP Wireless Audio module in my laptop, why didn't it work when I plugged in the usb transmitter?

-If it were a software issue shouldn't it have been resolved by my various troubleshooting steps (reinstalling software, reinstalling entire O/S, upgrading O/S)?

 

I have worked as a computer technician and am A+ certified but this has stumped me. I can't see how it would be a hardware problem since I can see the device and it didn't work when even when the usb transmitter was connected. With that being said I can't see how it would be a software issue either as any corrupting of the application itself would have been corrected by the system recovery and various other steps I took.

 

Anyone have any suggestions?

Top Student
stevester
Posts: 9
Registered: ‎02-21-2013
Message 2 of 6 (483 Views)

Re: HP Wireless Audio Manager unable to connect to HP Wireless Audio Receiver on Envy 15

Bump. Anyone?

Distinguished Professor
Kyle_W
Posts: 4,755
Registered: ‎04-26-2011
Message 3 of 6 (471 Views)

Re: HP Wireless Audio Manager unable to connect to HP Wireless Audio Receiver on Envy 15

What version of the software were you trying to install?

 

There was a version released on 02-05-13, with the fix being "Provides support for systems running Microsoft Windows 7."

 

Here is a direct link to the updated version: HP Wireless Audio

 

 

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Top Student
stevester
Posts: 9
Registered: ‎02-21-2013
Message 4 of 6 (462 Views)

Re: HP Wireless Audio Manager unable to connect to HP Wireless Audio Receiver on Envy 15

Hi Kyle, yes I had tried that but thanks for the link. My one theory that I am going with at the moment is that the internal wireless audio module is defective. As for why it still didn't work when I plugged in the usb wireless audio transmitter I'm guessing would be because the software may have been confused by the presence of two hp wireless audio devices or defaulted to the defective one. Maybe?

 

I have sent my unit in for repair and will wait and see what they say there. Thanks for the helps!

Distinguished Professor
Kyle_W
Posts: 4,755
Registered: ‎04-26-2011
Message 5 of 6 (445 Views)

Re: HP Wireless Audio Manager unable to connect to HP Wireless Audio Receiver on Envy 15

Not a problem stevester! My next suggestion would have been to send it in for repairs anyway, especially if it was a hardware issue. Glad your getting everything taken care of and let me know if they were able to resolve your issue. Best of luck!

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Top Student
stevester
Posts: 9
Registered: ‎02-21-2013
Message 6 of 6 (394 Views)

Re: HP Wireless Audio Manager unable to connect to HP Wireless Audio Receiver on Envy 15

[ Edited ]

Update: Just got my laptop back from repair (sent the receiver and transmitter along as well). They swapped the lcd (it has antennas for the hp wireless audio) and the hp wireless audio manager. Unfortunately this did not repair the problem and they thought that the problem was not with the laptop and possibly with the wireless receiver instead. The only other thing left would be the motherboard connector which extends a port off the motherboard to the module itself but I highly doubt that is the issue since the device is recongnized just fine in device manager.

 

I am stumped. I had thought to get the receiver replaced under warranty to see if that would be the issue but it does not make sense why that would be the case as my non-HP laptop using the usb transmitter connects to the receiver just fine.

 

The weirdest part is that my laptop doesn't work with either the internal transmitter OR the usb transmitter. I am quite disappointed, my HP envy 15 laptop was advertised as having this wireless audio feature built in and now it appears that there is some sort of incompatibility that can't be resolved.

 

Can I file a bug request for this? This is an issue that would affect more users than just myself. That is if more users actually used the hp wireless audio system.

 

Any suggestions? I'm at my whits end here.

 

EDIT:

 

Another interesting symptom is that when I plug in the usb transmitter on my HP Envy 15 laptop and open the hp wireless audio manager the blue light does not turn on. However when I perform this same action on my non-hp laptop the blue led comes on right away. I have confirmed that the device is enabled and that wireless audio is also enabled in the wireless audio manager. Maybe it's a usb power management issue of some sorts?

 

EDIT #2: Went into device manager with the usb transmitter plugged in and opened "generic usb hub". Under advanced I selected "reset hub" and upon doing this the blue led came on the usb transmitter. However for some reason the internal one still doesn't work even this it is also connected on this same hub (internally). I feel this was a major clue. Now what?

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