Create an account on the HP Community to personalize your profile and ask a question
06-25-2018 10:38 PM
I installed a GTX 960 grpahics card today and lost all sound. I know the conflict has to do with the audio in the card and the onboard motherboard audio conflicting.
I have been through the normal driver, volume, and device options. I just can not find an option that works.
I tried Geforce customer service and they directed to to take pictures of steps I already tried.
I opened the BIOS did a self diagnostic audio test and received this error.
06-26-2018 03:11 PM
Thank you for posting on HP Forums,
The Barachiel is at your service.
I understand you are facing issues with audio.
I'll be glad to help you out. 🙂
I went through the post and I see that you've already performed most of the troubleshooting steps, Kudos to you on that. 🙂
I do see taht the audio test failed with a failure ID.
If that's the case, I'd request you to contact HP's phone support team for further assistance.
1) Click on this link - www.hp.com/contacthp/
2) Click on "Continue as guest".
3) Enter the serial of your device.
4) Select the country from the drop-down.
5) Click on "Show Options".
Fill the web-form. A case number and phone number will now populate for you.
They will be happy to assist you immediately. If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.
I am an HP Employee
06-26-2018 03:58 PM
Thank you for responding,
It's great to have you back 😉
I have escalated your concern to HP's Support Team in your region to have it reviewed for available options (if any).
You should be contacted within 4 business days (Excluding Holidays & Weekends).
Response times may vary by region.
Please send a Private Message, if you aren't contacted within 4-5 business days.
Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).
And Feel free to post your query for any other assistance as well,
It's been a pleasure interacting with you and I hope you have a good day ahead. 🙂
I am an HP Employee
06-28-2018 05:07 AM
I was able to bypass it temporarily by adding the settings for headphones and plugging the jack into the headphones.
The sound was there but it was extremely weak, even at full volume in device, windows, and actual speaker settings it was barely audible.