Sound passes HP test, nothing from Windows Media Player

[doisa]

While the operating system sound functions according to the HP check, I get no sound from other media players (WinMediaPlayer, YouTube)

[A_Gayathri]

Hi @doisa,

Welcome to the HP Support Community

I understand you are facing an issue with your HP Product. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• May I have the exact model name of the product? Refer to this document for steps to find the product details. Do not share any of your personal information such as serial, phone number, email ID, etc.

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[doisa]

Thanks for replying, I'm looking forward to solving this problem with your help.

My desktop HP is a HP Envy 700-027 running Win10.

As a day-to-day operating scheme, I use a (subscribed) version of Mozilla VPN and a (subscribed) copy of DuckDuckGo for Windows 10.

History:

In a fit of total insanity ( can see now) I was scrolling through the loaded apps on this computer when I came across one called Driver Genius. Just to see what it was about I "clicked" it open. Well, 30-secondds later it was "confirming" it had found an out of date driver, asking if I wanted it updated. It's a old machine and something of it is ever out-of-date,  so I affirmed "Yes" and it came back with another - longer - list of "Out-of-date" drivers. Then - sadly, only then - I grew afraid and exited the program, but it was too late. Now my sound was gone on both of the wireless devices I regularly use. 

I went immediately to my HP  Help and Support tool which sent a tone to my active Bluetooth speaker and I heard it. Okay! But HP didn't offer and clue as to why the sound wasn't there in any of the other online programs like YouTube or Windows Media Player.

I stopped doing anything more - except crying for help - so as not to cause more problems.

So, I'm all ears - No, actually all Eyes 'cause I still don't have any sound 😉

Stephen

[A_Gayathri]

Hi @doisa,

Welcome to the HP Support Community

I understand you are facing an audio-related issue with your HP HP Envy 700. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Was there any recent update on the PC?

While you respond to that please try the below steps:

Please try the following Troubleshoots steps. 

Step 1

1.    Turn off the Unit.

2.    Disconnect the AC adapter.

3.    Remove any discs from the disc drive.

4.    Remove memory cards from the card reader slot.

5.    Disconnect all nonessential peripheral devices, such as printers, scanners, external hard drives, and USB flash drives.

6.    Disconnect the AC adapter press and hold the power button for approximately 15 seconds.

7.    Reconnect the AC adapter, and then turn on the computer.

Step 2

Turn off the unit and please press and hold the Windows key + letter B key and the power button together for 30 seconds after 30 seconds, 1st release the power button but keep holding the Windows key and B key for ten more seconds and then release these two keys If done correctly, you will see the display flashing once. Please attempt it thrice as this step and Restart the unit

Step3

The unit has to be turned off, Press Win+ V while holding these two keys then Press the Power button, continue to hold all three keys for 30 seconds and then release the Power button first and then release these two keys Please attempt it thrice  and then you may get a Pop-Up CMOS Check and it will restart the unit 

Even if you don't get a Pop-up restart the unit manually after 3 attempts.

Restart the unit 

please Run the hardware test Please follow the link  (Run HP PC Hardware Diagnostics UEFI tests)

If Test passed then please proceed with the troubleshooting steps below

If Test fails then pls provide the failure ID 

Update the BIOS, & Audio drivers:

• Here's the link to download and install the above updates: Click here

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's 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 the 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 Support Assistant: 

• Reference Video: How to Resolve Audio Issues Using HP Support Assistant

Please check and update Windows and HP support assistances drivers 

And update Bios and other drivers please click on the link. to update the drivers. 

Use the troubleshooting tool in Windows

The audio troubleshooting tool in Windows can automatically fix common audio recording and audio playback problems with your computer. Run the troubleshooting tool using the following steps:

In Windows, type find and fix audio into Search, or right-click the speaker icon in the taskbar and select Troubleshoot sound problems.

• Select Find and fix audio playback problems or Find and fix audio recording problems from the Search results.
• Click Next.
• Select the device you want to troubleshoot and click Next.
• Wait while the troubleshooter detects problems and makes changes (or prompts you to make changes).
• When the troubleshooter is done, the Troubleshooting has completed page is displayed, listing any problems found and what changes were made to the computer.
• Click Close.
• If a recommended action is displayed, select Apply this fix.

If you completed these steps and the latest driver was already installed, use the following steps to uninstall and then reinstall the driver:

1. In Windows, search for and open Device Manager.
2. Double-click Sound, video and game controllers.
3. Right-click the sound device and select Uninstall.
4. Restart the computer to reinstall the driver.
5. Test for sound. If the audio problem persists after reinstalling the driver, continue to the next step.

HP PCs - No sound from speakers

HP Notebook PCs - Advanced sound troubleshooting in Windows 10

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!