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rhdavies
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Message 1 of 19
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sound stops working

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HP Pavilion All-in-One - 27-xa0035na
Microsoft Windows 10 (64-bit)

Hi I have the HP Pavilion All-in-One - 27-xa0035na machine (one month old) I have had nothing but problems with the sound over the last week. The sound just went, if I clicked test sound I got the message about no tone! I did a system restore and it worked again, I then left the machine standing there for 2 hours and it went again. I have tried uninstalling the drivers and tried updated them without any luck. I have ran all the HP tests that all states there are no problems! I have tried contacting HP without any luck! 

Can anyone help

 

Regards

Robin

18 REPLIES 18
Chris018
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Message 2 of 19
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I have the same problem on my HP Pavilion All-in-One 27-xa0077c with Windows 10 64 bit OS. All HP recommended diagnostics have been executed with no issues detected. I have also reinstalled the latest BIOS and Realtek Audio drivers to no avail.
Come on HP let's have a solution

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Riddle_Decipher
HP Support Agent
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Message 3 of 19
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@rhdavies & @Chris018 Have you attempted to update the BIOS, Video card & Audio drivers to resolve this issue?

If not, here's the link to download and install the above updates: Click here

 

While you respond to that, here's what you need to do:

Step 1: Right-click on the Start button in the taskbar area and then click Device Manager to open the same.

Step 2: In the Device Manager, expand Sound, video and game controllers.

Step 3: You should now see your audio driver name. Most likely you have Realtek High Definition Audio, Right-click on it and then click Uninstall device option.

Step 4: You will now get the following confirmation dialog. Select Delete the driver software for this device checkbox and then Yes button when you see the confirmation dialog to go ahead and uninstall the device driver.

Restart your PC once & it should auto-reinstall a working driver.

 

If the issue with the sound continues, The best way to resolve the issue is by using the HP Guided Troubleshooter: 

CLICK HERE FOR STEP BY STEP GUIDE

(simply select your description of the issue from the bottom of the screen to gain access to the next set of steps that should resolve your concern).

 

P.S: Welcome to HP Community 😉

 

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us, 

have a good day, ahead.

Riddle_Decipher
I am an HP Employee

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Phoenix_123
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Message 4 of 19
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I have the same issue as do a few others on here.   I have done everything  you suggested.   The link however for the STEP BY STEP GUIDE does not work.  I tried repeatedly and with two browsers.

 

I am frustrated trying every diagnostic test and other attempts to resolve.  There are about 6 of us with the same problem Just recently.   Can HP find a solution for us.  I just bought this HP Envy 32 and this is putting a real damper on my HP experience so far.

 

Regards,

Laverne

 

 

 

 

 

 

 

 

 

 

 

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Riddle_Decipher
HP Support Agent
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Message 5 of 19
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@Phoenix_123 I've edited the links, please check the details and follow the suggested steps, accordingly,

Let me know how that pans out.

 

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

Riddle_Decipher
I am an HP Employee

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Chris018
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Message 6 of 19
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As mentioned in my initial complaint - I had tried the suggested course of action in my initial debugging activities and they made no difference.

 

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Chris018
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Message 7 of 19
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Riddle_decipher see my reply under my original complaint

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G-R1
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Message 8 of 19
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I had the same problem. 

My It guy has  

spent a lot of time on this. He has downloaded the drivers from RealTek rather than use the HP drivers and its worked.

This is the driver version 6.0.1.8186   https://www.realtek.com

Give it a try

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G-R1
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Message 9 of 19
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My It guy has  

spent a lot of time on this. He has downloaded the drivers from RealTek rather than use the HP drivers and its worked.

This is the driver version 6.0.1.8186   https://www.realtek.com

Give it a try dont download the drivers from the HP site go to the realtek site though

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Chris018
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Message 10 of 19
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I could not find the mentioned driver at the specified link - only driver for Realtek HD audio for Windows 10 64 bit  i could find all had a version something like R2.82.
Could you provide a more specific link?

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