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Honor Student
Posts: 2
Member Since: ‎01-03-2018
Message 1 of 4 (244 Views)

Audio Not Working

Product Name: HP ENVY x360 Convertible 15m-bp0xx

Hello, my speaker seems to be having some problems. Every time I play a video or song, my speaker plays the audio for two seconds but then stops working. I need to refresh the page I'm on or choose another song or video for the audio to start working again, but it stops working after two seconds once again. Please let me know what I can do to solve this issue. Thank you. 

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HP Support Agent
Posts: 11,732
Member Since: ‎07-27-2016
Message 2 of 4 (204 Views)

Re: Audio Not Working



Thanks for reaching out to us on HP Support Forums. I came across your post and would like to assist.


I understand that you have an HP ENVY x360 Convertible 15m-bp0xx laptop. I read that the when you play a video or song, my speaker plays the audio for two seconds but then stops working. You have to refresh the page or choose another song. Not worry, I'll do my best to help you. 


Which version of Windows are you using?


Meanwhile, I recommend you to perform the following steps to isolate the issue and arrive at a fix: 


  • In Windows, type find and fix audio into Search, or right-click the speaker icon  on 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).


Figure : Detecting problems

The troubleshooter detecting audio problems


  • When the troubleshooter is done, the Troubleshooting has completed page is displayed, listing any problems found and what changes were made to the computer. For detailed information about the troubleshooting, click View detailed information in the troubleshooter window.
  • Click Close.


Figure : Troubleshooting completed

Troubleshooting completed



  • If a recommended action is displayed, select Apply this fix or Skip this step to continue to search for other problems. If the audio problem has not been resolved, continue to the next step.


Please perform step 3 to step 9 from this HP article. These steps help in fixing various audio related issues. 


I sincerely hope this fixes the issue. Please feel free to let me know how this goes. All the best! :)

I am an HP Employee

If you find this post helpful then you can help others find the same solution by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!

Honor Student
Posts: 2
Member Since: ‎01-03-2018
Message 3 of 4 (191 Views)

Re: Audio Not Working

I'm currently using Windows 10 

HP Support Agent
Posts: 12,020
Member Since: ‎01-29-2014
Message 4 of 4 (164 Views)

Re: Audio Not Working

Hi! @Roberto_-9, I am the Mr.Robot. It looks like you were interacting with @MKazi, but he is out of the office today, so I'll take over from here.


I appriciate your efforts for writing back to us.


As you mentioned the issue still persists after trying out the steps.


Please try the steps recommended below.


Go to Windows Device Manager > Sound, video and game controllers section.
In the list of audio device drivers, look for Realtek High-Definition (HD) Audio. 
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.)
Right-click and select Update Driver Software.
Select Browse my computer for driver software.
Select Let me pick from a list of device drivers on my computer.
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.
In the Model box, highlight High Definition Audio Device (this is the substitute audio device driver) and click Next.
At the Update Driver Warning window, click Yes. You should see a confirmation window with High Definition Audio Device displayed. Click Close.
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 (HD) Audio.
At the prompt to reboot, click Yes.

If the issue still persists try the steps recommended below.

Is the loudness equalization off? If not, please:
Right, click the speaker icon
select 'Playback Devices'. 
Highlight the default device
Click Properties
Click Enhancements tab
Next to 'Loudness Equalization' take out the check mark in the box.
Click Apply
Click OK


If the issue still persists uninstall the audio driver from device manager and install the drivers using HP recovery manager.


Refer this article to know how to restore drivers using HP recovery manager.


Also, update the drivers on your PC using the HP support assistant.


Refer this article to know more information about using HP support assistant.



If the solution provided worked for you, please mark accepted solution for this post.


Let me know if this works!

Have a great day! :)



Please click "Accept as 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!

I am an HP Employee

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