08-21-2019 08:11 PM
In the last couple of days, I've lost audio on my HP Envy All-In-One. I've run the audio trouble-shooter multiple times, and it cannot determine the problem. Device Manager says I have no driver installed for the "Intel High Definition Audio" device. The HP Support Assistant app tells me to install an audio driver update for the Realtek High Definition Audio Driver version 6.0.8710.1 (SoftPaq number sp98196), and I've tried it multiple times. It runs, unpacks files, and then launches some cmd prompt which quickly goes away and I'm stuck with the same problem.
Wouldn't you guess, my warranty expired about a month ago.
I'm running WIndows Home 64-bit version 18632.295. Windows Update says I have all the latest drivers. I'm at a loss as to what to try next. Any suggestions?
08-22-2019 07:37 PM - edited 08-22-2019 08:32 PM
Welcome to the forum.
I am not a HP employee.
It looks like you updated to Windows 10, version 1903.
A different forum member whom is really good with driver problems may provide a solution.
It is hard to provide granular Windows 10 driver support using the product number (AIO 27-B2xx) you are providing. Also don't know if you need Intel audio drivers or Realtek audio drivers. The forum needs to know this to help.
The Intel High Def audio driver may not be causing the problem unless you are using HDMI audio (you have a monitor with speakers and this is your primary audio output). Having the correct Intel HDMI audio driver is required in this instance.
Try updating the Intel High Def audio driver in Device Manager.
Try removing the current Realtek High def audio driver in Control Panel Device Manager if you are using Desktop speakers for audio output.
Select "remove Realtek audio drivers from the PC" if this prompt appears.
Restart the system.
See if Windows 10 update will give you better Intel HDMI or Realtek audio drivers after a system restart.
08-30-2019 10:17 PM - edited 08-30-2019 10:23 PM
I had the same problem (HP Envy All-In-One) after running the HP Support Assistant which attempted to install a new driver for the Intel HD Audio but failed and left me with no driver installed. Windows Device Manager couldn't find a device driver which is a Realtek device so I ended up having to reimage my system which I had backed up only two days earlier. Today during the HP Support Chat (mine is a brand new machine), the tech ran thru the HP Support Assistant updates again and had no problems with the Intel HD Audio driver installation. All I could see that he did different is that during the process which is conducted outside of the HP Support Assistant (it downloads a separate program for the driver update), at the end the process it asks if the installation was successful, he checked YES whereas I was always checking " I don't know "which was a valid answer in my mind. Why Windows, that great non-deterministic operating system, fails sometimes and works the next day is the mystery of the universe. All I can suggest is that you try uninstalling the Intel HD Audio device in the Device Manager and then running the HP Support Assistant. How many reboots you add into the process is your best guess. You might try the DOS command > sfc /scannow command within the Windows PowerShell (admin) by right clicking on the Windows icon in the lower left of the display and at the Windows PowerShell > prompt typing in SFC /scannow. It has fixed unknown mysteries for me. Note it will take a few minutes to check the OS but does give a progress display in the DOS window (or at least that is what us old guys still call it). Another command you might try at the command prompt is DISM /online /cleanup-image /scanhealth which is another mystery fix-it tool I've used. I asked the HP Tech why driver update worked for him and failed for me just 24 hours earlier but didn't really have a specific response - only Mr. Gates knows I guess. Of course the bottom line is always have a good set of backups since reimaging the system has saved me a few times. I have never gotten the System Restore to work for me and the restore points are suppose to roll back to the previous device driver if the restore point was created prior to the device driver update. That is one thing I noticed during the remote session with HP, was that the tech was commanding a restore point prior to every move he made. You might look to see if you have a restore point that was created before the audio driver went south.