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Message 1 of 13
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Audio controls stop working in Windows - Hard Reset to fix

HP Recommended
HP Envy X360
Microsoft Windows 10 (64-bit)

I have two HP Envy X360 with the AMD processor. Both computer during use will randomly have issues with the computer audio. The audio problem includes:

1) Content audio is replaced with a single tone loud  buzz sound. (ie. there is a constant current/electricity going to the speakers)

2) Audio controls stop working. Using keyboard buttons or windows controls is unable to change the volume (up/down/mute)

 

The problem persistent if I soft reset. The only way to resolve the problem is when I hard reset the computer (ie. completely power off the computer where no more current going to the speakers.)

 

I've tried updating the audio driver and it did not solve the problem. 

 

Most of the time when this happens, it is during a Google Meets Meeting.

 

Has anyone else have this problem or know of a solution to this?

12 REPLIES 12
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Yes. My daughter has an AMD Envy x360 and has the same issues. During Microsoft Meetings with her class, the audio will stop working and require a hard reset in order to fix it. It’s sporadic and we can’t identify what causes the crash. It has only happened during meetings so far for her. We have been through 2 laptops and they both display the same issue. I went as far as a factory reinstall with the first laptop. I spoke with HP support today and we did a fresh reinstall of audio and graphics drivers but I’m not convinced this will fix the issue.

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My Envy's barely a week old and I've had this happen to me several times already. The laptop would first freeze, and then the speakers would lock up, emitting a horrible grinding sound. Today, though, my laptop froze, the screen went blank for a few mins (no noise), and then it sort of restarted itself, but the audio wouldn't work. I then ran the HP support assistant fix audio issue utility and the machine completely froze - I ended up having to power down. A few days back, I updated the graphics driver but suffered a THREAD_STUCK_IN_DEVICE_DRIVER BSOD. Has anyone else had this issue?

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HP Support Agent
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Message 4 of 13
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@Gonorio @Vlasovian

Thank you for posting on HP Support Community.

 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

And, also run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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As of 09/24/2020 HP Support Assistant is showing my laptop is "Up-to-Date". I've checked for additional updated and did not find anything else. I've also used HP Support Assistant to run a dialogistic and everything is coming back as ok.

 

The problem continues to persist. I have 2 computers, and one that was not fully updated and one is. Both have the same problem.

 

I have filed a support request and not getting any response for over a week. With the need to use the computer for my kids online learning, without additional support, I might have to return the laptops.

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HP Support Agent
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@Gonorio

Thank you for posting back.

 

I appreciate your efforts to try and resolve the issue.  Since you have already tried most of the troubleshooting steps to resolve this issue,
I would request you to contact our Support and our Support Engineers should be able to Remote into your computer and sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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Does HP know when a solution will be provided for the issue?

 

It appears this is impacted many different client.

 

https://www.reddit.com/r/Hewlett_Packard/comments/ie2mj8/new_hp_laptop_freezing_and_making_loud_buzz...

 

https://www.reddit.com/r/Hewlett_Packard/comments/ilmabm/hp_envy_x360_loud_buzzing_audio_mic_issues/

 

My two kids are using these computers for school and they are missing out because of the laptop.

HP Support Agent
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Message 8 of 13
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@Gonorio

Thank you for posting on the HP Support Community.

 

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

  • Did this happen after a recent window or software update?
  • Have you made any hardware/software changes?
  • Have you tried any troubleshooting steps?
  • What is the product number of your device? Use this link to find it: http://support.hp.com/us-en/document/c03754824

Keep me posted for further assistance.

ECHO_LAKE
I am an HP Employee

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Message 9 of 13
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Hello,

 

Have been doing  a few more searches and found more users with the same issues. Can HP combines its effort to resolve this? This problem is beyond just the HP Envy X360.

 

https://h30434.www3.hp.com/t5/Notebook-Audio/Audio-driver-issues-envy-15m-ee0013dx/m-p/7790082/highl...

 

 

HP Support Agent
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Message 10 of 13
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@Gonorio

 

In order that I may provide you with an accurate solution, I will need the product number and the exact model for your computer.

 

Follow the steps in the below article to find the product details.

 

https://support.hp.com/us-en/document/c03754824

 

Look forward to hearing from you and you have a great day!

 

Take care.

 

Cheers!

The_Fossette
I am an HP Employee

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