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HP-Chad
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Solved!

No audio

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HP Envy 27-b155qd
Microsoft Windows 10 (64-bit)

The speakers just stopped working today. I have checked the audio settings and everything seems to be  set properly.  Is there something I might be missing? I hate to think that they have stopped working forever. I had to return my first Envy for a monitor issue and would hate to think  I need to  send this one back in for repair.

 

I'm thinkingit might be a software issue due to the fact that, while playing music, I don't see any volume  response from the playback device in the Sound window.

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DavidSMP
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Hi @HP-Chad,

 

Good Day. A warm welcome to the HP community. I reviewed the case regarding Audio issues with the computer. I will be delighted to assist you here.Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 🙂

To assist you with accurate information I would require more information regarding this.

  • Did you try to connect a headset to the headset port and check if it works?
  • Did you check the sound settings on the computer for playback devices?
  • Did you try to play multiple music tracks?
  • DId you check in device manager if the audio drivers are correctly installed?

For a start please try these steps:

  • Right-Click on start button> click device manager> expand sound video and game controllers>then select the sound drivers and right-click on it and uninstall the audio drivers. Then check the box delete the software for this device.
  • Then restart the computer and update the bios, chipset and audio drivers from this link http://hp.care/2tCNIEx and follow the on-screen instructions.
  • Then check if the situation has been corrected.
  • Try with a wired headset after connecting it to the audio port of the computer to check if the audio is heard. Play multiple audio tracks just be sure.
  • If it plays from a wired headset connected to the headset port and not from the speakers, then the speakers could be faulty and the computer needs to be repaired by contacting HP tech support.
  • If this does not fix the issue please perform all the prescribed steps relevant to your current issue from this link: http://hp.care/2tCPa9Z  for audio related issues. This will hit the nail on its head and fix it for you if there are no hardware problems.
  • Finally, please run the audio diagnostic from the component tests from this link: http://hp.care/2siUXO8  to eliminate audio hardware issues. Please run the Component tests under “Running the UEFI Component Tests” option
  • Although it is for a notebook, it will be relevant for your computer if you have diagnostics installed on your PC.

Please perform all these steps patiently as it is critical to resolving the issue. It will definitely fix the issue for you. Also going by the post and your technical competence I am sure that you will run through these steps without breaking a sweat.

 

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. 🙂 Please reach out for any issues and I'll be there to assist you. 🙂

 

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Take care now and have a splendid week ahead. 🙂

DavidSMP
I am an HP Employee

HP-Chad
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  • Right-Click on start button> click device manager> expand sound video and game controllers>then select the sound drivers and right-click on it and uninstall the audio drivers. Then check the box delete the software for this device.
  • Then restart the computer

 

This worked since the drivers were automatically restored after the restart. I had rolled back the driver  and updated it again but forgot to take the extra step.  Thank you for  your help in this situation. I can now go back to enjoying my music on some very nice speakers.

 

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DavidSMP
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Hi @HP-Chad,

 

I read the post. I am really glad that the issue has been resolved. You've displayed infinite patience, fabulous skills coupled with an indefatigable spirit to resolve the issue. Kudos to you for a job well done. It has been an absolute privilege to have shared this platform with you and to work with you. 🙂

 

Trust me I've done all I can to help you here. It has been an absolute privilege to have worked with you and to share this platform. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. 🙂

Do take care, stay healthy, keep smiling big and do have a blessed year ahead. 🙂

 

I genuinely hope the computer without hassles and the unit works great.  🙂  

Do take care, stay healthy, keep smiling big and do have a blessed year ahead. 🙂

DavidSMP
I am an HP Employee

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