Intel Smart Sound OED Code 10 (FW Ready failure) – Requesting remote factory recovery / firmware fix

[Ken0519]

Subject / Issue title
HP EliteBook 640 G9 – Intel Smart Sound OED Code 10 (FW Ready failure) – Requesting remote factory recovery / firmware resolution

Description
I am requesting remote technical assistance for a firmware-level audio failure on my HP EliteBook 640 G9.

Device details:

• Model: HP EliteBook 640 14" G9 Notebook

• Serial Number: (starts with 5CD…)

• Purchased in: Vietnam

• Currently used in: Türkiye

Problem details:

• Internal microphone is not detected by Windows

• Device Manager shows Intel Smart Sound Technology OED with error:
  “This device cannot start. (Code 10) – FW did not send FW Ready notification”

• Intel Smart Sound BUS is present

• Microphone Array never appears in Sound settings

Troubleshooting ALREADY completed:

• Latest BIOS update applied (no change)

• Windows “Fix problems using Windows Update” repair (no change)

• DISM and SFC completed successfully

• Realtek Audio reinstalled

• HP Cloud Recovery Tool attempted

  • Fails with: “No download file can be found in the catalog”

  • Likely due to region / entitlement mismatch (Vietnam purchase, Türkiye location)

Conclusion:
This is a firmware / DSP initialisation failure, not a driver or OS issue.
The error explicitly indicates that Intel audio DSP firmware does not initialise.

Request:
I am requesting remote resolution only, specifically one of the following:

• Authorised factory recovery image entitlement for my serial number, or

• HP-provided remote recovery / firmware restoration solution, or

• Official confirmation and provision of the correct factory image for my unit

I do not consent to local physical repair unless HP confirms in writing that no remote or firmware-level resolution is possible.

Please escalate this case to a technician familiar with Intel Smart Sound DSP / OED firmware issues on EliteBook G9 models.

Thank you.

[BongChaGomez]

Hello @Ken0519 ,

Welcome to HP Support Community.

This is a well-diagnosed, firmware-level case, and your instincts are correct. What you need now is clean escalation language that routes past first-line support and lands with HP Commercial / Audio-Firmware engineering, not another driver script.

On EliteBook G9 units, this exact error is often resolved only by factory image restoration, because:

• The Intel Smart Sound DSP firmware blob lives in the factory recovery partition

• Standard Windows installs and driver packages do not restore it

• HP Cloud Recovery must match original sales region + SKU entitlement. 

If your business has an HP account manager or access to a business portal, you should use these channels for priority support. You can submit via HP Business Support, case portal, or email.

[Ken0519]

I'm not a business customer and don't know where HP's customer Email link or Customer Case Portal is, so pls provide a link so I can get the correct support to fix my remote factory recovery firmware problem. Ken0519