Sometimes no sound in Windows 10 when switching users

[Marcus79]

Hi everyone,

I have a bit of a weird issue with my new HP Slim Desktop 290. Sometimes there's no sound coming from the speakers or headphones. I have to restart the computer and the sound works again. The odd thing is that when I click on the volume control (icon in the right corner), I can hear the 'bling' sound (adjusting the volume) when I move the slider either left or right. But when I open Chrome and try to play a YouTube video for example, there is NO sound. 

I already tried the HP support assistant, went to 'Audio Check' > Audio Diagnostics > Test Audio (and NO sound) > Unable to hear Audio > Repairing Audio drivers > Status: Audio driver installed (in green) >>> still no audio!

Speakers ARE enabled and green.

In windows volume settings it's set to Speakers (Realtek High definition audio device) = output.

Again, the 'bling' sound can be hear when adjusting the slider in the volume icon.

My guess is that the audio driver is used by another program, hence the issue is resolved when restarting the computer, but I have no idea. 

It's really annoying having to restart the computer every time when there's no audio, especially when you already have your workspace open.

It also doesn't happen all the time. I'd say 1 out of 5 times when the computer is used there's simply no audio.

Please help!

-Marcus

[REO51ST]

Welcome to the HP Support Community  @Marcus79 

To better assist you, the members will need the exact model number or product number of your desktop???

HP Desktop PCs - How Do I Find My Model Number or Product Number?

 https://support.hp.com/us-en/document/bph07555

REO

PLEASE DO NOT POST ANY SERIAL NUMBERS

[Marcus79]

The product number is 3ZY33EA#ABE 

[REO51ST]

@Marcus79 

Make sure UEFI and BIOS are upto date.

INSTALL:

HP PC Hardware Diagnostics UEFI:

https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-slim-290-p0000-desktop-pc-series/19390...

REBOOT:

Then INSTALL:

HP Consumer Desktop PC BIOS Update (ROM Family SSID 843F)

https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-slim-290-p0000-desktop-pc-series/19390...

REBOOT:

REO

[Marcus79]

Hi REO,

I followed the steps you recommended. Hopefully it works now. There's no way to check since the problem is not persistent. I have audio now, but when switching users it may come back. Either way, I'll let you know.

Another strange thing I noticed is in Device Manager under Sound, video and game controllers . It has Intel(R) Display Audio AND Realtek High Definition Audo listed at the same time. I have an HP 24o monitor hooked up to my desktop through HDMI. Perhaps there's a conflict somewhere there, who knows.

In any case I hope the problem is fixed.

Thank you very much for your help thus far.

-Marcus

[REO51ST]

@Marcus79 

Keep us upto date.

REO

[Marcus79]

Hi REO,

My wife logged in this morning under her profile and again,... no sound. She had to reboot the system and the sound worked again. The mystery continues...

Is there anything else we can do?

-Marcus

[Marcus79]

It did it again,... this time when I switched back to my user profile.. no sound!

I ran the audio check and here's what I got:

When I scroll down I see Device 3 and 4, disabled and unplugged.. what is this?

[Marcus79]

One more thing. In device manager I have 2 audio controllers. Does that need to be there? Or can I remove the Intel Display Audio? Maybe something is conflicting...