HP Envy Move

[pppWWWddd]

HI,

I am unable to get any working sound through my HP Envy Move speakers - WIndows intermittently loses knowledge of the speaker then re detects ... this behavior happens then continuously repeats.

I have tried:

-Updating all drivers (including optionals) updating the driver directly with Realtek)

-Removing the device from Device Manager (NOt possible as it sometimes cant see the component)

I can get sound through my Sonos Move - so definitely a component issue.

HP Support, when I got through to them, got me to do a hard reset of the device via the power button, this has not made any difference.

Anything else I can do? How do I get them to fix the hardware?

Ryan

[Sneha_01]

Hi @pppWWWddd 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you're dealing with a frustrating issue with your HP Envy Move speakers. Here are some additional troubleshooting steps you can try:

Check Connections: Ensure that all cables are securely connected. If you’re using Bluetooth, make sure the speakers are fully charged and within range of your device.

Bluetooth Interference: If you’re connecting via Bluetooth, ensure there are no other devices interfering with the connection. Turn off other Bluetooth devices nearby and see if that helps.

Audio Troubleshooter: Run the Windows audio troubleshooter. You can find it by right-clicking the sound icon in the taskbar, selecting "Troubleshoot sound problems," and following the prompts.

Check Sound Settings: Go to Settings > System > Sound and ensure your HP Envy Move is selected as the output device. You can also try adjusting the sound format in the Advanced tab of the device properties.

Test with Different Devices: If possible, try connecting the speakers to a different computer or device to see if the issue persists. This can help determine if the problem is with the speakers or your original device.

Reinstall Bluetooth Drivers: In Device Manager, look for Bluetooth drivers, right-click, and select "Uninstall device." Restart your computer, and Windows should reinstall the drivers automatically.

Firmware Update: Check if there’s a firmware update available for your speakers. Sometimes HP  release updates that can fix connectivity issues.

Factory Reset: If your speakers have a factory reset option, consider performing that to clear any potential configuration issues.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[pppWWWddd]

Hi Rachel,

the issue is with the built in speakers - I have resolved the connection issues with the Bluetooth Sonos Move speaker ( I only connected the Bluetooth speaker in the first place because the inbuilt speakers stopped working).

I’ve tried all the drivers / removing the component from device manager etc …anything else I can do? At what point can I prove this is a hardware issue that HP needs to fix / replace? I am in warranty (Device is 10 months old)..

best,

Ryan 

[Sneha_01]

Hi @pppWWWddd 

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support