No Sound

[ndc9917]

I have not had sound for a few of weeks now.  I have ran every troubleshooter available.  Have followed all the guidance I could find and nothing seems to work.  I have used the Virtual Agent, the audio check, you tube videos.  Nothing has fixed the issue.  Please help.  Product number: 6YR43AA#ABA

[sandytechy20]

@ndc9917

Welcome to the HP support community.

Update the Bios, chipset, and audio drivers using HP Support Assistant.

Download and run the HP Support Assistant from this Link: Click here

HPSA will automatically search for all the latest drivers for your Notebook

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

   

2. Click Check for updates and messages to scan for new updates.

   

3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

4. Click the update name for a description, version number, and file size.

5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[ndc9917]

Thank you for your post.  Unfortunately this did not solve the issue as all is updated. 

Windows 10 is also fully up to date.

I have used the HP Support Assistant fixes and diagnostics several times to try to solve this issue with no luck.  If you have any other suggestions I am all ears.

[sandytechy20]

@ndc9917

Follow these steps to fix the issue:- 

Step 1: Restart the computer  

Step 2: Use the troubleshooting tool in Windows 

Step 3: Test external speakers or headphones 

Step 4: Set the default audio device 

Step 5: Restoring or updating the audio driver 

Step 6: Perform a hard reset 

The best way to resolve the issue is to follow the suggestions of the HP Guided Troubleshooter:  

Click here to access it (simply select your description of the issue from the bottom of the screen to gain access to the next set of steps that should resolve your concern). 

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[ndc9917]

The windows trouble shooter says audio services not responding.  When I try to do a sound test I get failed to play test tone.  I have tried to change the default format and running the test and all formats fail to play the test tone.  I have tried on multiple occasions to use the hp virtual trouble shooter to no avail.  I have tried to update my audio drivers.  I have removed the audio device and had it reinstalled.  Nothing works.  Any other suggestions?

[praveenbv]

Hi@ndc9917,

We have done the basic troubleshooting as per the document and the notebook needs to check to get to know its hardware is faulty, not a software issue.

I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.

[Marshal_Dillon]

Why do I have to run the fix each time on start up? It seems like this is a known problem. I can't believe that no techs at HP can't come up with a fix. 

[Marshal_Dillon]

I had to go to the HP web site and run the audio fix on there. HP needs to do better.

[ndc9917]

Did the audio fix work for you?  I have ran it several times and did not work for me.  Nothing seems to work.  I am starting to think it may be a hardware issue but everything says "this device is working properly"  I am at a total loss.

[Marshal_Dillon]

The only way I can fix it is to go to the HP on line support and run the auto fix there. The HP Support Assistant on the desktop  doesn't seem to fix the problem anymore. They have to know there's a problem with the drivers. They just need to find a better driver for the laptops and all in one's and have us to delete the old one and install the new one. I saw one solution where they had you to uninstall the old one and reinstall it. Ha, that's like having a flat tire and removing it and putting it on the other side and thinking that would solve the problem.