HP Touchsmart 600-1352 windows 7 no sound from internal speaker or headphones

[Robinsegg2]

After an update from iTunes (sorry I don't know which one, it was a while ago) my sound stopped working. I have run diagnostics, and everything shows up as working properly. I followed the whole HP troubleshooting menu to restore sound and nothing works. The only thing I haven't tried is restoring to factory settings, which I'm not sure how to do. Anybody know what I should do?

[Dvortex]

Welcome to HP Support Forum. I hope you're well @Robinsegg2

I read about your notebook issue and wanted to stop in to share my suggestions with you 🙂

Going through your post, I understand that you are having issues while playing audio on your HP TouchSmartk. I will certainly try and help you fix this issue!

Let's first use the Microsoft Audio troubleshooter to fix this issue:

1. Click Start , and then click Control Panel.

2. Under System and Security, click Find and fix problems.

3. The Troubleshoot computer problems page opens. Under Hardware and Sound, click Troubleshoot audio playback.

4. The Playing audio troubleshooting page displays. Click Next to continue.

5. Wait while the troubleshooter checks the computer for problems.

6. Select the audio connection device you want to troubleshoot, such as speakers. Then click Next.

7. Wait while the troubleshooter detects problems and makes changes.

Also, when I checked the product specification, you are using the RealTek audio drivers on your PC. I did some digging in the RealTek driver page and found that there is a new driver update released in the Jan 13th 2017. If the issue persists even after running the troubleshooter, then try the steps below:
 

• First, completely uninstall the audio drivers that are currently on your PC from the device manager as suggested below.

• Click the bottom-left Start button on desktop, type device manager in the search box and tap Device Manager on the menu.

• Expand "Sound, Video and game controllers" – Right-click and uninstall the RealTek audio drivers.
• Make sure to click on the box which says to “Delete the driver software”.
• Now restart the computer.
• Go to http://hp.care/2jjQvKB and then download and install the Windows 7 64 bit drivers. Click on “Global” to download. Check the fig. below for ref.
• There are a couple of drivers available. You can choose the best one as per the results.
• Restart the computer once done.

• 

Please let me know if this resolves the issue, or if you require further assistance.

Have a great day 🙂

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[Robinsegg2]

@Dvortex, thanks for your detailed instructions. I successfully followed them. However, I get the same white noise that had come & gone over the many times I've tried various things. Coukd it be that the internal speakers themselves are toast? I gave not used this computer much, barely at all in the ladt 4 years; & lihe I said, this happened when I installed a new version of itunes a couple of years ago. I also uninstalled & reinstalled itunes a voipke of days ago.
Is it possible to have the internal speakers replaced? 😕

[Robinsegg2]

Sorry for the typos!

[Dvortex]

Hello, @Robinsegg2

Thanks for the update!

This could be an issue with the internal speakers as you suggested. But, let's try to install the default audio drivers as suggested below:

• Go to device manager (You can give a right click on windows logo on bottom left corner of your screen and select device manager from the list)
• Now maximize the “Sound, video and game controllers” from the list. You will see the audio driver. Right-click on “REalTek high definition audio CODEC” 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”.
• Select “High Definition Audio Device” (Not RealTek High Def...  This is important) and click Next. You will get a warning message but reply “Yes”.
• Once windows have successfully updated the driver software, try playing the audio again and check.

If the issue persists, let's run a hardware test to check whether there is any hardware failure with the audio module. Follow the steps below:
 

1. Hold the power button for at least five seconds to turn off the computer.
2. Turn on the computer and immediately press Esc to get the Startup menu. Now press F2 key.
3. The HP PC Hardware Diagnostics (UEFI) main menu is displayed.
4. Select the "Component test" and then select "audio" from the list.
5. Let me know if the test passes or not.
    

Let me know if that helps!

Cheers 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[Robinsegg2]

Hi,

Well, I took my Touchsmart 600 to a computer repair. I had Windows 10 installed. Still no audio, beyond scratchy or high-pitched noise. The technician said he did get some audio, though it was a bit scratchy; when he tested it the next day it was back to no audio & just the scratxhy noise. He took the machine apart & thinks there may be a short in the speaker wiring.

Now what? I checked on driver updates, and reinstalled the appropriate RealTek audio driver. Nothing.

I see online that there are many people frustrated in the past with this problem with the Touchsmart. I have really barely

used this computer. It's running fast now that I had it cleaned & updated to Windows 10. There is no reason for the speakers to have failed when they did. Is this an inherent problem with this computer model? And if it's just a shorted connection to the speakers, why doesn't the external audio work (i.e. headphones)? 

As an HP representative, do you think I can ever fix this problem? I love this computer, other than this terrible audio problem. 

[Robinsegg2]

By the way, I'm trying to enter BIOS to do the component test as you described in your last answer, but when I press Esc upon starting the computer I see a split second flash of the menu, but then it goes to another short list which says

Select boot device:

ST500LM0-1KJ152-1KJ152

hp DVD A DL8ATL

Realtek Boot Agent

No matter what key I press this is what it goes to!

[Robinsegg2]

Also, I discovered I need to download the HP PC hardware diagnostic UEFI.  However, on multiple attempts it has failed to install!! 

I'm ready to tear my hair out.

 cheers.

[Dvortex]

Hello, @Robinsegg2

Try to download the latest version of the Hardware diagnostics from here: http://hp.care/2rAVQSg 

Now, try the Audio component test as suggested here: http://hp.care/2oFvgJj 

Follow the steps under "Running the UEFI Component Tests".

If the issue persists, then please contact the HP phone support to get the PC service options.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) 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.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) 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.

I hope that answers your concern adequately. Let me know!

Good luck 🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[Robinsegg2]

Thanks. This is the same file I tried to install earlier today. Any idea why it won't install?