HP-ENVY x360 Sound not working pretty sure it's a hardware issue please help

[xTechneoGatsbyx]

• Sound not working from both the speakers or audio in I've tried all the software options I am certain its something on the hardware in if I post pics of the inside of my laptop will snyone be able to tell if there's an obvious problem?

    

[Kumar0307]

@xTechneoGatsbyx

Welcome to the HP Support Community. I'd be happy to assist you.

Connect an external earphones/headphones to check if it works.

Also, kindly perform the steps mentioned in this document to resolve this issue.

Let us run a test on the hardware components of the PC

1. Hold the power button for at least five seconds to turn off the computer.
2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
3. Perform Component Test > Audio. Share the result on your next post.

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.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[xTechneoGatsbyx]

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[Kumar0307]

@xTechneoGatsbyx, thank you for the information.

Yes, unfortunately this is a hardware failure. According to the failure ID, any of these parts could have failed: Audio Board, Audio Card, Audio Jack, Earphone, Headset, Microphone, Receiver, Speakers.

Please reach out to the HP Support in your region regarding the service options for your PC. 

Keep me posted for any other assistance.

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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[xTechneoGatsbyx]

Can you clarify if those are all separate parts and are even wll able to be fixed? Let's by replacing them?or is a biggerr issue and it would take a new mother board? 

[Kumar0307]

@xTechneoGatsbyx

Audio Board, Audio Card, Audio Jack are parts on the motherboard. Most likely an audio card failure, since it's integrated into the system board, you may need to replace the motherboard. However, if the device is within the HP warranty, no charges would apply. You will have to contact HP Support team for further assistance as this is a hardware issue.

Keep me posted.

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

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[xTechneoGatsbyx]

It's not covered by warranty that's why i was hoping if i showed the insides of the computer someone with knowledge would know if there would be obvious physical signs in the parts themselves. 

[Kumar0307]

@xTechneoGatsbyx

That's unfortunate. In that case, you may take it to a local technician.

Keep us posted for any other assistance.

[xTechneoGatsbyx]

Thank you for your responses I really appreciate it. Just to clarify please can you answer this specific part of the question (if showed a picture the insides of the computer would someone with extensive knowledge recognize which parts are broken(as in its obvious) or could they only tell by replacing the parts one by one hoping they get the right one? 

[praveen196]

@xTechneoGatsbyx

I understand your concerns.

The laptop internal parts are no user-replaceable parts. I would suggest you contact our phone support and check for the options. 

Or you can contact the local service center for repair.

Here is how you can get in touch with phone support.
 

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.
 

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Have a nice day!!