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HP Recommended
HP ENVY 27-b100 All-in-One Desktop PC series
Microsoft Windows 10 (64-bit)

Having a major issue with this unit as the speakers are crackling really badly. The unit is only a couple of days old & has been happening ever since it was set up. It is especially bad when the camera is up but seems to be getting worse.

 

Has anyone any idea what could be causing this as after a search I found one bit which said change the drivers which i did but it is still crackling. It is fitted with the B & O speakers.

 

Hoping someone can help

Cheers Larry

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hi @Larryf666,

 

Thanks for visiting the HP community. A very good day to you! I read the post regarding issues with a crackling noise from the speakers. I will be delighted to assist you here.

 

You’ve done an excellent job of diagnosing the issue from your end. Superb effort and spectacular research were done as well. Kudos to you on that score. 🙂 I take it as a privilege to share this platform with you.

 

For better clarity and to assist you better I would require more information regarding this:

  • Did this happen after a recent power outage or surge?
  • Did you check by connecting external speakers or a headset?

For now, try these steps:

  • Please connect external speakers or a headset to the audio port of the computer and check if that crackles.
  • If it does not then the speakers are faulty and the computer needs to be serviced to replace the speakers.

If the external speakers or the headset also crackle then try these steps:

  • 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.care/2D5azy2
  • Then check if it gets resolved.

If the problem continues, backup your files and perform a complete system recovery to factory settings from this link: http://hp.care/2xSmY2f and check for issue resolution.

 

  • If the issue continues, then you have 2 options at your disposal.
  • You could choose to return the computer to the store that you purchased it from if it is within the return window of the store and get another computer of the same model.

 

Otherwise, you could contact HP phone support to get the computer serviced.

 

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

  • Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
  • Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
  • Once completed click the 'Show Options' icon on the bottom right.
  • Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Please perform all these steps patiently as it is critical to resolving the issue. 

 

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

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as Accepted Solution as it will help several others with the same issue to get it resolved without hassles.

Take care and have a superb week ahead. 🙂  

DavidSMP
I am an HP Employee

View solution in original post

6 REPLIES 6
HP Recommended

Hi @Larryf666,

 

Thanks for visiting the HP community. A very good day to you! I read the post regarding issues with a crackling noise from the speakers. I will be delighted to assist you here.

 

You’ve done an excellent job of diagnosing the issue from your end. Superb effort and spectacular research were done as well. Kudos to you on that score. 🙂 I take it as a privilege to share this platform with you.

 

For better clarity and to assist you better I would require more information regarding this:

  • Did this happen after a recent power outage or surge?
  • Did you check by connecting external speakers or a headset?

For now, try these steps:

  • Please connect external speakers or a headset to the audio port of the computer and check if that crackles.
  • If it does not then the speakers are faulty and the computer needs to be serviced to replace the speakers.

If the external speakers or the headset also crackle then try these steps:

  • 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.care/2D5azy2
  • Then check if it gets resolved.

If the problem continues, backup your files and perform a complete system recovery to factory settings from this link: http://hp.care/2xSmY2f and check for issue resolution.

 

  • If the issue continues, then you have 2 options at your disposal.
  • You could choose to return the computer to the store that you purchased it from if it is within the return window of the store and get another computer of the same model.

 

Otherwise, you could contact HP phone support to get the computer serviced.

 

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

  • Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
  • Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
  • Once completed click the 'Show Options' icon on the bottom right.
  • Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Please perform all these steps patiently as it is critical to resolving the issue. 

 

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

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as Accepted Solution as it will help several others with the same issue to get it resolved without hassles.

Take care and have a superb week ahead. 🙂  

DavidSMP
I am an HP Employee

HP Recommended
Thank you the updates of bios, chipset & audio drivers seems to have worked time will tell if it remains that way. Fingers crossed it will again thank you.
HP Recommended

Hi @Larryf666,

 

I have reviewed the post. Thanks for the quick reply. I was away for my weekend and could not respond immediately. You've done superbly by displaying brilliant technical skills, great commitment and excellent dedication to resolve the issue. Kudos to you for a job well done. 🙂

 

It has been an absolute honor to have shared this platform with you and a genuine pleasure to have worked with you. Now trust me I've done all I can to assist you by keeping your best interest in mind. I genuinely hope that the product works great and stays healthy for a long time.

 

. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as Accepted Solution as it will help several others with the same issue to get it resolved without hassles.

Do take care stay healthy, keep smiling big and have a blessed year ahead. 🙂

Cheers!

 

 

DavidSMP
I am an HP Employee

HP Recommended
Hi just to let you know that the crackling stopped for a couple of hours & then restarted again. It seems to be when the camera is up that this crackling starts so I am presuming it is that causing the issue. I think this may be going back for a repair bit disappointed though I’ve only had it for 2.5 weeks. Tried a factory reset as well & again only lasted for an hour or so. Thanks for your help anyway.
HP Recommended

Hi @Larryf666,

 

I reviewed the post You've done some brilliant troubleshooting and displayed tremendous patience to try and resolve the issue. Kudos to you on that score. There is more to it than meets the eye and I understand where you come from. I request you to the steps from my previous post to contact HP phone support to get the computer serviced or repaired. I honestly hope the product works great and stays healthy for a long time post repair.

 

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help

Take care and have a blessed week ahead. 🙂

Cheers!

 

DavidSMP
I am an HP Employee

HP Recommended

Hi, did you ever get this fixed?

 

Mine is still under warranty and has been doing this for a few months.

 

I uninstall drivers etc, then reinstall however, it's good for a few hours then distortion again.

 

HP want to replace the speakers, a bit drastic for a 4 month old unit!

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