HP Envy 32 AiO - Microphone is garbled and low volume

[BPo1]

Brand new HP Envy 32. The microphone is garbled and low. Unusable for videoconferencing. 

Updated Windows 10 on 4/4/2020 as part of initial setup of computer.

I have run the Windows troubleshooter,  the HP Support Assistant , and done everything noted on this page: HP PCs - Resolving Microphone Problems (Windows 10, 

Please help. 

[Echo_Lake]

@BPo1

Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

• Step 1: Check the microphone hardware (do not skip any troubleshooting steps if you feel steps are repeating) 
• Step 2: Update the audio driver
• Step 3: Use the Troubleshooting tool
• Step 4: Configure the sound settings in Windows
• Click here: https://support.hp.com/in-en/document/c03421813 to complete the troubleshooting step.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[BPo1]

Hi Echo,

Unfortunately this did not solve the problem. The mic is picking up some sound, but it's all garbled and very low.

I've noticed that even when I plug in a USB drive microphone, it sounds garbled. 

Please advise on next steps.

Thanks,

B.

[Echo_Lake]

@BPo1

Thank you for posting back. 

Let's try using HP audio control app such as B&O or Realteck reduce background sound options. 

Keep me posted for further assistance.

[BPo1]

Hey Echo, I downloaded and installed the B&O audio control app and have tried tweaking all the settings. No change unfortunately.

If you think the Realtek version might help, please send a link. I don't think I've been able to find the right download. 

[Echo_Lake]

@BPo1

Thank you for posting back.

Let's try this: Click here: https://support.hp.com/in-en/drivers/selfservice/swdetails/hp-envy-17-ce0000-laptop-pc-series/260847... to download the new audio driver for your computer. 

Hope this helps! Keep me posted for further assistance.

[BPo1]

Hey Echo, Thanks for the continued support. I downloaded and installed the audio driver and restarted but, alas, the issue remains. I tried modifying the audio control settings, but nothing changes. 

Incidentally, I tried another, brand-new external microphone plugged into the USB port. It has the same issue as the internal microphone. Very, very low and garbled.  Maybe that is a clue?

Please let me know what other steps I can take. Should I just wipe the system and re-install everything? That sounds like a pain (and I have no idea how to do it), but I'd rather do that than have to return this computer since it looks like there are none in inventory anywhere...

[Echo_Lake]

@BPo1

Thank you for posting back.

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.