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01-04-2020 12:16 PM
Thank you for posting on the HP Support Community.
Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:
- What is the product number of your device? Use this link to find it: http://support.hp.com/us-en/document/c03754824 (Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).
- Did this happen after a recent window or software update?
- Have you made any hardware/software changes?
- Have you tried any troubleshooting steps?
Keep me posted for further assistance.
I am an HP Employee
01-04-2020 06:28 PM
Thank you for posting back.
Let's test the headphones using HP PC Hardware Diagnostics (UEFI)
Use the HP PC Hardware Diagnostics (UEFI) to test the audio hardware components in your computer. Use the following steps to test your headphones or headset.
Shut the computer off completely.
Turn on the computer and immediately press the F2 key repeatedly, about once every second.
The HP PC Hardware Diagnostics (UEFI) home page displays.
Select Component Tests.
Figure : Selecting the Component Tests
On the Component Tests menu, select Audio.
NOTE: If your HP PC Hardware Diagnostics (UEFI) does not have the Audio test, it is an older version. To upgrade to the latest version, click here for Notebooks, or here for Desktops.
Figure : Selecting the Audio tests
On the Audio Playback Test, select Run Once.
Figure : Starting the Audio test
Select Headphone to begin the test.
NOTE: Make sure to connect your headphone or headset; otherwise the test will not run.
Figure : Running the Audio Playback test
During the test, a few music notes will be played in sequence and then repeated. Select the number of notes you hear in the sequence.
If you hear no sound, select No sound .
Figure : Entering the number of notes you hear
If the test fails, a failure ID will be provided.
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.
I am an HP Employee
01-05-2020 08:55 AM
I tried doing that and after I clicked on audio, it kept saying: "Audio Playback Test --> Please connect your headphones to the headphone jack," even though I had headphones plugged in. I tried plugging in different headphones as well but got the same message.