Audio does not work

[Svyetlana]

Windows 11 updated to 24H mic and audio do not work. Something with driver. I downloaded the file from https://support.hp.com/ua-uk/drivers/hp-17-laptop-pc-17-cp2000/2101251635. It does not help.

When in device manager Show hidden 

[Hawks_Eye]

Hi @Svyetlana 

Welcome to the HP Support Community! We're here to help you get back up and running.

The Windows 11 24H2 update has caused audio and microphone issues on many systems, including your HP 17-cp2000. Even if diagnostics pass or drivers are installed, the update may have disabled or misconfigured key audio components. 

Let’s walk through a full recovery.

1. Uninstall and Reinstall Audio Drivers Completely

Even if you’ve installed the latest driver, remnants of the previous version may be interfering.

Steps:

1. Open Device Manager.
2. Expand Sound, video and game controllers.
3. Right-click Realtek Audio (or any listed audio device) and choose Uninstall device.
4. Check Delete the driver software for this device, then click Uninstall.
5. Restart your laptop.

After reboot, Windows may reinstall a generic driver. To ensure full functionality:

• Download and install the latest Realtek driver from HP:
  HP 17-cp2000 Audio Driver – Realtek

 

2. Enable Hidden and Disabled Devices

Sometimes the update disables audio endpoints.

Steps:

1. Right-click the speaker icon in the taskbar > Sounds.
2. Go to the Playback tab.
3. Right-click in the blank area and enable Show Disabled Devices and Show Disconnected Devices.
4. If your speakers or headphones appear grayed out, right-click and choose Enable.

Repeat the same steps under the Recording tab for your microphone.

 

3. Run the Audio Troubleshooter

This can reset audio services and detect misconfigurations.

• Go to Settings > System > Troubleshoot > Other troubleshooters
• Run Playing Audio and Recording Audio

 

4. Disable Audio Enhancements

Some enhancements conflict with updated drivers.

Steps:

1. Go to Control Panel > Sound > Playback tab.
2. Select your audio device > Properties > Enhancements tab.
3. Check Disable all enhancements.
4. Click Apply and OK.

 

5. Confirm Audio Services Are Running

• Press Windows + R, type services.msc, and press Enter.
• Locate Windows Audio and Windows Audio Endpoint Builder.
• Make sure both are Running and set to Automatic.

 

6. Optional: Use System Restore

If the issue began immediately after the update and persists despite driver fixes:

• Go to Settings > System > Recovery > Open System Restore
• Choose a restore point before the 24H2 update

Let me know how your system responds after these steps. You’re absolutely right to dig deeper—it’s not just about installing drivers, but ensuring the system recognizes and activates them properly.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye