04-11-2017 08:34 AM
I have bought an HP Pavilion x360 laptop with Windows 10 on it. After a while Windows 10 forcibly updated its software. After the software update my Audio(speaker and headset) wont work.
I have tried uninstalling and reinstalling the audio drivers, but still no Sound. I have followed tutorials on how to fix the situation but it still not not working.
Hope someone could help me.
04-12-2017 06:58 AM - edited 04-12-2017 07:29 AM
Good day! Welcome to the HP community.I see that you are experiencing audio issues with the computer after an update. I’ll be glad to assist you with this.
You are a valued HP customer and we appreciate you greatly for doing business with HP. I have reviewed the situation and it is paramount that we address your issue. Thank you for giving us the privilege to assist you on this platform. You’ve done some fabulous diagnosis and super smart troubleshooting as well. Kudos to you on that score.
First off we need to diagnose correctly if the issue is hardware or software related.
Also, for better clarity and to assist you better I would require more information regarding this.
- Did you check in device manager if the audio drivers are listed?
- Did you update the drivers from the HP support site?
- Have you tried a headset to check if there is audio by playing back different tracks considering that device manager is listing the sound drivers correctly?
- Please let me know the complete product# of the computer.
For a start, please perform these steps.
- please perform a system restore to an earlier time before the issue occurred from this link: http://support.hp.com/us-en/document/c03327545
- Please select the option “Restore your computer when Windows starts normally”. Then follow the on-screen instructions and check again.
If it still does not work, please go to device manager and uninstall the audio drivers. 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.com/drivers and follow the on-screen instructions.
- Then check if the situation has been corrected.
- Then please playback different audio tracks from the speakers and the headset to isolate the issue further,
- If the headset plays back fine and the speakers don't, then the speakers are faulty.
Please keep me posted. I will keep a watch for your reply. Please perform all these steps diligently and patiently. This should do the trick for you if there is no hardware issue with the computer.
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.
I am an HP Employee
05-04-2017 12:49 AM
Thanks for the response, but it seems like non of the instructions you have told me worked.
HP PAVILION X360 m3 convertible pc
Please help, Im really hoping that this is not a Hardware problem.
05-05-2017 07:20 AM
Thank you for your reply, I'll be more than glad to help you.
I understand that the issue still persists after following the steps provided in the previous interaction.
Let me jump in with a solution for this issue in place of my colleague as he is out of the office today.
In order to isolate the issue, let us know if sound from the speaker is completely off or if there is any distortion in the output.
You may update the BIOS and check.
Please follow the link to update the BIOS: https://support.hp.com/us-en/document/c00042629
You have a good day ahead.
I am an HP Employee
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