Audio Jack Disconnection message intermittent Envy 795-00xx

[duc996bp]

I bought a new Envy 795-00 Desktop 2 weeks ago, its been great except for an intermittent message saying the external jack to my speakers has been disconnected, usually happens when I'm watching some video online. I cant find any issue with the Jack/cable itself, the speakers have been used for a very long time on my previous PC with any problems.

Looking in the Event Logs I see many entries under information. Is this a software or hardware problem??

Thanks

Log Name: CxAudioSvcLog
Source: CxAudioSvcSource
Date: 02/05/2019 22:31:55
Event ID: 0
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: DESKTOP-0AJJ8SI
Description:
CxService::OnRegistryKeyChanged JackSense
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="CxAudioSvcSource" />
<EventID Qualifiers="0">0</EventID>
<Level>4</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2019-05-02T21:31:55.281697500Z" />
<EventRecordID>362</EventRecordID>
<Channel>CxAudioSvcLog</Channel>
<Computer>DESKTOP-0AJJ8SI</Computer>
<Security />
</System>
<EventData>
<Data>CxService::OnRegistryKeyChanged JackSense</Data>
</EventData>
</Event>

[The_Fossette]

@duc996bp,

Welcome to the HP Support Community!

I recommend you update the BIOS from the below link and check if it helps.

https://support.hp.com/in-en/drivers

If you continue facing the issue, update the audio driver from device manager and then check.

Here is how it is done.

1. Open Start.
2. Search for Device Manager, click the top result to open the experience.
3. Expand the category with the hardware you want to update.
4. Right-click the device, and select Update Driver.
5. Click the Search automatically for updated driver software option.

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[duc996bp]

Thanks for the reply, I forgot to say, I have updated all firmware and drivers to the latest but still have the problem

[The_Fossette]

@duc996bp,

I recommend you perform a system restore on the computer following the steps in the below article and check.

https://support.hp.com/in-en/document/c04742289

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!