Audio Hdmi

[cypowell]

This is a copy of the output from Support Assistant

Product Name: HP ENVY 17 Notebook PC

Product Number: JOC16EA#ABU

and I believe is precisely what was posted earlier

[DavidSMP]

Hi @Mirko95, @cypowell,

I read the response and thanks for the update. Your patience to try and get the issue resolved is greatly appreciated. Kudos to you for that. 🙂 

1. Do you hear any sound from the internal speakers?
2. Have you tried with a different HDMI cable to check if you can hear any sound?

Please try these steps:

First, check if there is sound from the internal speakers of the notebook.

If there is no sound please uninstall the drivers by following 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. Check the box that says 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  please select the country and follow the on-screen instructions.

Then check if there is audio from the internal speakers.

If there is audio then try a different HDMI cable and check again.

If there is still no audio, please connect it to a different device like a TV and check if there is audio.

Also please check this link to troubleshoot HDMI audio issues and follow steps from these options.

• Use the correct HDMI cable for your HDMI device
• Select HDMI sound output as the default audio device
• Use the Windows Sound troubleshooter.
• Please look for no sound issue under this option “Troubleshoot specific HDMI issues”

Then check if the issue is resolved. If it is not resolved, then uninstall the audio drivers again from device manager and delete the software for the device.

Later please install the original audio driver from recovery manager via this link for installing drivers. This should resolve the issue.

Please let me know how this pans out.

Take care and have a fabulous week ahead. 🙂

[cypowell]

Hi

The answers to your questions are

• yes -there is sound from the internal speakers &
• yes  - I have tried a different HDMI cable - it used to connect to 2 different tv sets via different cables but now does not.

As i am away from home at present without access to those TV sets until Saturday, I cannot try "troubleshooting HDMI audio" or re-installing the audio driver from the recovery partition - but will do so when I return home on Saturday and will keep you informed.

Thanks

[DavidSMP]

Hi @cypowell,

Awesome. Glad to hear that. Please try all the steps once you get home. Please ensure that you also update the bios and chipset drivers and install the drivers if required from the recovery manager. Take care now. 🙂

It is very important to ensure that the steps are tried patiently. Otherwise, please backup all your files and perform a push button reset from this link only as a last resort and check if that does the trick. This does not cause you to lose data.

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great.

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 superb week ahead. 🙂

[cypowell]

I have run Rucovery Manager & re-installed the IDT Audio driver (6.10.6491.0)[and the update (6.10.6492.0)]  - to no effect - No HDMI output ourses in Playback devices after reboot.

HP Support Assistant indicates that there are NO system BIOS or other updates available for the notebook.

Is my only option now to do a "button reset"?  i note that you say "check if that does the trick"; what then if it does not provide a solution?

[Riddle_Decipher]

@cypowell

It looks like you were interacting with @DavidSMP, but he is out for the day & I'll be glad to help you out, 

I'm the Riddle_Decipher & I'm at your service. 

I've reviewed your conversation with one of our best tech's and It looks like the push button reset is the only option as of now, 

However, as mentioned by DavidSMP it this doesn't do the trick you can always get back to us,

So that we may analyze the issue and provide further steps accordingly.

To give you a heads up, this should normally fix the issue hence there's no point talking about other steps, although what would come next is either a suggestion to install all windows updates (if Microsoft released a new patch it could fix this issue), if that doesn't work, you may revert back to factory defaults using the recovery manager.

Although, let's not get ahead of ourselves and just take one step at a time to ensure the issue resolved.

Keep me in the loop and Good luck! 😉

[cypowell]

All windows updates are installed automatically and I additionally check manually at least twice per week,

I had a very helpful chat with a Microsoft Support engineer this afternoon, who made it clear that reverting to an earlier version [pre-Creators update] - your suggestion - would require me to re-install a mass of other software.

It is clear to me [and the point is also being raised with HP by Microsoft ] that the driver is outdated [2013] and should be updated by HP; I look forward therefore to the updated driver being made available via HP Support Assistant in the very near future!!

[DavidSMP]

Hi @cypowell,

Thank you for waiting,

Your concern has been escalated to the R&D team.

I'm awaiting their reply as the solution needs to be validated by them before I could have it sent out,

To ensure I'm providing a total fix, I would request you to wait for another 72hrs while I reach out to them.

And Keep you updated about the same.

In the meantime, please be patient as patience is a virtue 😉

I appreciate your time.

Regards,

[cypowell]

Hi

Your last response to me on 22nd May was to wait for 72 hrs by whuch time you anticipated having a response back from your R & D team - it is nearly June 2nd - a few days more than 3 [72 hrs] and nothing from you yet... [and no updates via Support Assistant] - any progress?

Cy

[Riddle_Decipher]

@cypowell

It looks like you were interacting with @DavidSMP, but he is out for the day & I'll be glad to help you out, 

I'm the Riddle_Decipher & I'm at your service. 

I acknowledge that it's been long and I'm not sure if this applies here but "old wine tastes better" 😉

That said, I got an update from the R&D team and it looks like the RS2 installation may not have been installed correctly or been corrupted during installation and hence it's recommended that you rollback to RS1 restart the computer and then reinstall the RS2 to resolve the issue.

If the issue persists, you may have to revert back to factory defaults: Click here for instructions.

Let me know how that works out, keep me in the loop and Good luck! 😉