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Can't figure out why the sound for Google Meet and Zoom no longer working, can play sound for YouTube, Netflix, etc., but no audio for interactive sessions.  Tried every connection/link/access point to audio settings and still no luck.  Please help.  Thanks.

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Hi@HelpGlen, Welcome to the HP Support Community!


I understand when you play videos on your PC the video goes out of sync with the audio or sound is low.


Don't worry I'll try to help you out.


Did you make any software or hardware changes on your PC?


Please share the product number of your PC to assist you better.


Excellent description and a great diagnosis are done. It is greatly appreciated.


By not wasting much of your time. Please try the steps recommended below.

  • On the lower right corner of your desktop, right-click on the audio icon on your taskbar and select Playback devices.
  • Highlight the audio device you are using and click on the Properties button.
  • Another window will pop up. Click on the Advanced tab.
  • From there, select DVD Quality then clicks OK.

Go to Windows Device Manager > Sound, video and game controllers section.
In the list of audio device drivers, look for Realtek High-Definition Audio. This is the device driver for BeatsAudio (a little bit sneaky, wouldn’t you say?).
Right-click and select Disable. The downward arrow displays on this driver, indicating it is disabled. (NOTE: At this point, you won’t be able to play any music files.)
Right-click and select Update Driver Software.
Select Browse my computer for driver software.
Select Let me pick from a list of device drivers on my computer.
You should see a window that says Select the device driver you want to install for this hardware. NOTE: If you see a window that says something like This is the best driver for this device, exit the window and repeat steps 4, 5, and 6.
In the Model box, highlight High Definition Audio Device (this is the substitute audio device driver) and click Next.
At the Update Driver Warning window, click Yes. You should see a confirmation window with High Definition Audio Device displayed. Click Close.
In the list of audio device drivers in the Sound, video, and game controllers section, you’ll notice that the High Definition Audio Device now displays instead of Realtek High-Definition Audio.
At the prompt to reboot, click Yes.

If the issue still persists try the steps recommended below.

background intelligent transfer service (BITS) transfers files (downloads or uploads) between a client and server and provides progress information related to the transfers. If the BITS service is turned off, windows updates may have problems delivering files to your computer.


Start the BITS service click start, and then click Run.

Type services.msc in the open box and then click ok.

Right-click background intelligent transfer service, and then click properties.

On the general tab in the startup type box, click Automatic, and then click apply.

In the service status section of the properties dialog box, verify that the BITS service is started. if it is not started, click start.

Click apply, and then click ok.


Also, uninstall the audio and graphics drivers from the device manager and install the latest audio and graphics driver and BIOS on your PC using HP support assistant.


Refer to this article to know more information about using the HP support assistant. Click Here


Windows Update is a utility that keeps your PC safe and your hardware drivers freshly updated.

  1. Type “Windows Update” in your search box and click on “Check for updates”

  2. In the Update & Security settings page, click “Check for updates”


If the issue still persists uninstall the audio and graphics driver from device manager and install the drivers using HP recovery manager.


Refer this article to know how to restore drivers using the HP recovery manager.


If the issue still persists try running a system diagnostics test from your PC and check if the hardware components on your PC are functioning correctly.


Hope this helps! Keep me posted.


Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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