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tommac72
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Message 1 of 4
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no audio, driver corrupted

HP Recommended
Pav 550 126
Microsoft Windows 10 (64-bit)

on Sept 13 , new windows update , audio quit working , contol panel - systems - audio corrupted

have down loaded several audio drivres for this desktop from HP site, have paid for HP Care -Smart friends

to also do same, no success by my efforts or on line w HP tech support for 4 hours , problem still exist . HP case #[edited]. ANy other ideas on how to fix this ? is this a WIN 10 OS problem you cannot fix?

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Jeet_singh
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Message 2 of 4
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HP Recommended

Hi @tommac72,

 

Thank you for visiting the HP Forums! A great place where you can find solutions for your issues with help from the community! I came across your post and wanted to assist you. I understand you are having issues with the sound not working on your HP Desktop PC after the recent update. Don't worry as I have a few suggestions which should help you resolve this issue.

 

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:

 

If the issue started after a update, I would suggest here is to run a Microsoft update troubleshooter, for more assistance, please click on this link: https://support.microsoft.com/en-in/help/4027322/windows-windows-update-troubleshooter

 

If the issue persists, I would suggest here is to uninstall and reinstall the audio drivers:

  • 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 https://support.hp.com/us-en/drivers   and follow the on-screen instructions.

NB: Most of the time updating the Bios, resolve the issue.

 

If the issue happened recently, I would suggest here is to perform a System restore to a previous date where it was all working fine. For more assistance, please use this link: HP PCs - Using Microsoft System Restore (Windows 10, 😎

 

If the issue persists, I would suggest here is to run a test on the Audio which is available under Component test in F2 (Please capture the failure ID for further assistance).

If the test fails, this clearly indicates a possible hardware failure with the PC. I would recommend you contact our HP phone support for further assistance.

 

If the test passes, I would suggest here is to perform a System recovery using this partition available on your PC. Doing this will wipe off everything and set the computer back to the original factory conditions. So, please remember to back up your data before initiating system recovery. If for some reason the recovery fails. The only other way to install Windows would be to order the recovery media for your laptop and using the recovery media you can install Windows. You can check if the recovery media is available online on www.hp.com/drivers by entering the exact model no. of your laptop. To find the exact model no. click here: http://hp.care/2bygf7l

 

HP PCs - How to Reset Your Computer to Factory Settings (Windows 10, 8, 7)

 

HP PCs - Obtaining HP Recovery Discs or an HP USB Recovery Drive

 

Otherwise, you could also reach HP phone support to order the recovery media. If your product is out of warranty, please choose paid options to get the tech support number.

 

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone

 

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

 

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

 

Regards,

Jeet_Singh
I am an HP Employee

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tommac72
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Message 3 of 4
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I have performed most of your suggestions, prior to today.  the test option on F2 is a new one

Ive been on line w/ HP tech support all day, HP care last week for 4 hours , both failed to resolve the bad audio driver.

after several attempts to reset the WIn10 OS today, they decided to down load a Win 10 OS to my laptop from Utorrent.

I am being charged $99 for this software from a free site ? so I wonder about that. I have a  origional Win10 OEM licence on this PAv 550 -126 desktop. I asked about reusing this licence if we were reinstalling Win10 , was told had to buy a new licence.!! then to get it from UTorrent site was a surprise. I now have completed that down load and moved the flie to a flash drive per the direction of the TEch support guy that is calling back on Monday ;

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Jeet_singh
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Message 4 of 4
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HP Recommended

Hi @tommac72,

 

As I understand you have already tried the steps suggested and you have already contacted HP phone support but unfortunately the issue still persists. Now you are trying to install Windows 10 from Utorrent, HP does not recommend any third party downloads. If you wish to revert back to the original operating system shipped with the PC. I would suggest you contact our HP phone support so that they can help you ship out a set of recovery media for your PC.

 

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

 

If you have any troubles, let me know and I will do my best to help!

 

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

 

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

 

Regards,

Jeet_Singh
I am an HP Employee

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