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Alvesman
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Message 1 of 8
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Solved!

Bang & Olufsen Audio/Equalizer Missing

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HP Pavilion - 14-ce0010np
Microsoft Windows 10 (64-bit)

Windows update "updated" realtek drivers and Bang & Olufsen Audio/Equalizer is now missing.

I tried to manually install the audio driver from 

https://support.hp.com/us-en/drivers/selfservice/hp-pavilion-14-ce0000-laptop-pc/20283999/model/2234...

but the problem remains.

 

7 REPLIES 7
Jeet_singh
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Message 2 of 8
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@Alvesman,

 

Thank you for posting your query on HP Support Community,

 

Let's try these steps here: 

 

Uninstall the audio drivers from Device manager:

  • Right-Click on start button> click device manager> expand sound video and game controllers>then select the sound drivers and right-click on it and uninstall the audio drivers. Then check the box delete the software for this device.
  • Then restart the computer and update the bios, chipset and audio drivers from this link: http://hp.com/drivers and follow the on-screen to update the drivers if it is available on the HP website.

Next ensure your Windows 10 is up to date.

 

I would suggest here is to Run Windows Updates troubleshooter -

 

Download and install the troubleshooter from this link.

 

Now try to perform a Windows update:

 

1) In the search box, type and open Windows Updates. 

2) Check for updates. 

3) If the updates are available, click on install and restart the computer.

Also download and run the latest HP Support Assistant and it will search for the latest HP drivers for your Notebook

 

Click this Link: https://www8.hp.com/in/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_in/en/any/psg/p...

 

  1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

    Click Updates in the My notebook pane

  2. Click Check for updates and messages to scan for new updates.

     Updates list in HP Support Center

  3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

  4. Click the update name for a description, version number, and file size.

  5. Select the box next to any updates you want to install, and then click Download and install.

Keep me posted how it goes

 

Thank you and have a wonderful weekend 😊 

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" and this will also help other community members with similar issue.

Jeet_Singh
I am an HP Employee

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Alvesman
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Message 3 of 8
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Thank you for your help.

Before posting here I already had update BIOS and installed drivers from https://support.hp.com/pt-pt/drivers/selfservice/hp-pavilion-14-ce0000-laptop-pc/20283999/model/2234...

 

Windows has all the updates (It was the updating that removed the B&O equalizer...)

The HP Support Assistant says that there are no updates for my HP Pavilion Laptop 14-ce0xxx.

 

Side note: when I access "My services" on the assistant it says I have no network connection but I do have network connection working without trouble. The same problem when I try to access my profile.

 

I'm giving up on this. I loved the equalizer but I tired of the effort it is taking to get it back. Its a pity it cannot be downloaded as an application separated from the driver.

 

Once again, thanks for your comprehensive answer and genuine care for helping a customer!

Best regards,

Manuel Alves

 

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Jeet_singh
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Message 4 of 8
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@Alvesman,

 

Did this issue happened recently? If so, have you tried to perform a system restore to a previous date where it was all working fine. 

 

You may follow the steps suggested in this support document for - HP PCs - Using Microsoft System Restore (Windows 10, 😎

 

If the issue did not happen recently then I would suggest the next option would be to perform a system reset.

 

Click here for Instructions

 

Let me know how it goes for further assistance!

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Jeet_Singh
I am an HP Employee

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Alvesman
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"Did this issue happened recently? "

Yes. I bought this new laptop and when updating, windows "updated" the sound drivers.

 

I've already updated the BIOS and all the drivers I found on hp page for this model: https://support.hp.com/us-en/drivers/selfservice/hp-pavilion-14-ce0000-laptop-pc/20283999/model/2234...

 

I'll accept your answer to close this support ticket. I won't do a system restore since I've invested many hours installing and configuring this machine. It's my main working tool and just to recover the equalizer its not worth the trouble. Maybe on a future update, Microsoft will set things right 🙂

 

Once again thank you very much for your prompt replies.

Best regards,

Manuel Alves

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Jeet_singh
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Message 6 of 8
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@Alvesman,

 

Thanks for replying,

 

Let's try these steps here: 

 

Open windows file explorer, select This PC, double click Local Disk C, open Program Files, open the folder Realtek, open Audio, and open HDA - near the bottom of the list, do you see an entry titled RtkNGUI64 ?  If you do have this entry, try double clicking it - does this launch the B&o gui?

 

If the issue still persists, I personally suggest you contact our HP support team so that they can remotely take control of your PC and help you check the settings.

 

HP support team can be reached on www.hp.com/contacthp

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Jeet_Singh
I am an HP Employee

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Alvesman
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The folder C:\Program Files\Realtek\Audio\HDA has only one file BOPlay.ico

I thank you again for your effort.

Manuel Alves

 

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Jeet_singh
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Message 8 of 8
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@Alvesman,

 

As suggested, I would personally suggest you contact our HP support team so that they can remotely take control of your PC and help you check the settings.

 

I'm sure they should be able to go ahead and assist you with this issue. 

 

Let me know if you need any further assistance. I'll be more than happy to help you.

 

Thank you and have a wonderful week ahead 😊

Jeet_Singh
I am an HP Employee

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