Audio B&O problem

[gabriele95]

Hi,

I've bought a Pavilion x360 Convertible 14-cd0xxx one moth ago and when I listen the music, the volume goes up and down  (when the level is from 70 to 100, otherwise It works). I think the issue is the B&O experience because when I take it off, all work well. I've reinstalled the "audio controller, video and gaming" (both the drivers) but this didn't resolve my problem. Thanks for the support and sorry for my bad english.. 

Gabriele

[Riddle_Decipher]

@gabriele95

Welcome to our humble abode, the family and tech-friendly house of HP Forums!

I'll be your host for the day, they call me the Riddle_Decipher.

Did you check with a headphone or an external set of speakers to check if that works?

Did you update to the latest drivers from the HP website?

(Click here to find and install, if you haven't)

If the issue persists, please try the below steps:

1. Go to Windows Device Manager > Sound, video and game controllers section.
2. In the list of audio device drivers, look for Realtek High Definition Audio or Conexant (depending on what driver you have).
3. Right-click and select Disable. The downward arrow displays on this driver, indicating it is disabled. (NOTE: At this point, you won’t be able to play any music files.)
4. Right-click and select Update Driver Software.
5. Select Browse my computer for driver software.
6. Select Let me pick from a list of device drivers on my computer.
7. You should see a window that says Select the device driver you want to install for this hardware. NOTE: If you see a window that says something like This is the best driver for this device, exit the window and repeat steps 4, 5, and 6.
8. In the Model box, highlight High Definition Audio Device (this is the substitute audio device driver) and click Next.
9. At the Update Driver Warning window, click Yes. You should see a confirmation window with High Definition Audio Device displayed. Click Close.
10. In the list of audio device drivers in the Sound, video and game controllers section, you’ll notice that the High Definition Audio Device now displays instead of Realtek High Definition Audio.
11. At the prompt to reboot, click Yes.
12. Enjoy your music now with no compression

Keep me posted, as I (Or a trusted colleague) shall follow-up on this case to ensure the concern has been addressed, 

And your device is up and running again, only in case you don't get back to us, first! 

That said, If the information I've provided was helpful, give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us, and others see that we've got the answers!

Good Luck.

[gabriele95]

Hi,

I've followed all the steps, the issue is resolved  but now I can't view the B&O options, indeed the sound is low (as when I take B&O off). So it's like haven't the B&O audio experience.. 

thanks for your time,

kind regards,

Gabriele

[Jeet_singh]

@gabriele95,

It looks like you were interacting with @Riddle_Decipher, but he is out for the day & I'll be glad to help you out, 
I'm the Jeet_Singh & I'm at your service. 

After reviewing your post thoroughly, I see that you have followed the steps suggested and still having issues with the B&O Audio. Don't worry as I have a few suggestions which should help you resolve this issue.

Please check this link: http://hp.care/2CPem2t to download the Bang and Olufsen app. It is authored by a reputed forum expert and is accepted as a solution.

This link: http://hp.care/2geNq1Q shows how to work with the Bang and Olufsen app.

Now check if the issue gets resolved.

If it continues then perform these 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: https://support.hp.com/drivers then download the earlier version of the audio drivers.

Hope this answers your question.

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂

[gabriele95]

Hi Jeet_singh,

I've tried to install the driver but the installation have an error (see below): "error in the installation of the driver audio Realtek in my SSD" code error 0001. How can I resolve it? I've tried to reboot the machine but it doesn't work.

Thanks,

Gabriele

[Riddle_Decipher]

@gabriele95

Thank you for responding,

This is the Riddle_Decipher, again!

I suggest you Install the driver using the administrator mode, by right-clicking on the file and select the "run as admin",

If that doesn't work, please try the below steps:

Follow steps below to add legacy hardware.

1) In Device Manager, click Action > Add legacy hardware. (If you only see ‘Help’ under this option, please click the blank place of the list pane then click ‘Action’ again. )

2) Follow the on-screen instructions to add the “Sound, video and game controllers” branch and “Realtek High Definition audio device”.

Realtek has a known conflict with the Microsoft UAA Bus Driver for High Definition Audio. Follow the steps below to fix the conflict.

1) Go to device manager Expand the System Devices branch and find Microsoft UAA Bus Driver for High Definition Audio.
 

 

Right click on the device and click Disable.
 

 
 

2) Go to Programs and Features and locate the Realtek High Definition Audio Driver entry. Uninstall the driver. (Do not reboot the system.)

3) Go back to Device Manager and uninstall the disabled Microsoft UAA Bus Driver for High Definition Audio. (Do not reboot the system.)

4) Reinstall the Realtek HD Audio Driver (If “Found New Hardware Wizard” pops up, ignore it.).

5) After installation is complete, reboot the system.

Let me know how that pans out

I will have a colleague follow-up on this to ensure it's taken care off, in case you don't respond in the next 24-48hrs,

As I need to know if the issue has been resolved, to get proper sleep at night.

Feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon,

Followed by clicking on 'Accepted as Solution' as it would help the community gain more knowledge and have a great day Ahead!

[gabriele95]

Hi,

I've tried the administrator mode but it didn't work as well. then I've followed the steps to add legacy hardware but when I've selected the “Realtek High Definition audio”, the machine showed me a blue screen with an QR code that told me there was an error. Btw, I didn't find "Microsoft UAA Bus Driver for High Definition Audio". At the moment my situation is (I'm sorry, it's in italian: dispositivo=device):

morover, I don't why, but I can't update the bios. In this time I have the version: Insyde F.13, 06/14/2018. There is an avaible update F.04 Rev.A,  09/12/18 but I can't install it for this reason: "the BIOS update isn't compatible with this device".

 

For this issue I've contacted via phone HP but they didn't find a solution.

Thanks for your kindness and availability.

Gabriele

[Riddle_Decipher]

@gabriele95

Thank you for replying with this detailed response,

I appreciate your time and efforts,

It's possible the BIOS update is available for your series, however, isn't for your specific model,

That said, I recommend you create a new user account and check if that works fine.

If it doesn't, you may want to backup all important data and perform a reset using the instructions on this link: Click here.

Keep us posted, 

(We shall troubleshoot as a team, fight till the end and emerge - "victorious")

If you would like to thank us for our efforts to help you, 

 Feel free to give us a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on the "Accept as solution" button.

Have a great day!

[gabriele95]

Hi,

unfortunately with an other account, it doesn't work. I'll procede with the reset (do you suggest with removing everything or not?)

thanks,

Gabriele

[Riddle_Decipher]

@gabriele95

Thank you for responding,

This is the Riddle_Decipher, again!

You may want to back up your personal data onto an external storage or online cloud,

And then, proceed with removing everything,

If this doesn't work, please check your Private message icon on the upper right corner of your HP Forums profile, using the blue envelope: 

Click here for more details on how to access the private messages on HP Forums

I hope your day gets better, good luck.