Audio driver not compatible with latest Windows 10 update

ahmadabuawwad · ‎06-24-2018

Hello All,

Since my laptop downloaded the latest Windows 10 update, my audio driver keeps crashing and there is no sound on my laptop. I then have to restart my laptop for the issue to be resolved, however it just keeps crashing and so on. Aparently, my audio driver is not compatible with the latest Windows 10 update and I tried downloading the audio driver but does not solve the issue.

DavidSMP · ‎06-25-2018

@ahmadabuawwad,

Good Day. A warm welcome to the HP community. I reviewed the case regarding issues with audio after updating Windows. Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 🙂

To assist you with accurate information I would require more information regarding this:

Did you run diagnostics on the Audio module and check again?
Did you delete the audio drivers completely from device manager and reinstall it again from the HP support site?

Please perform a hard reset on the computer by following steps from this link: http://support.hp.com/us-en/document/c01684768

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 and audio drivers from this link: http://hp.com/drivers First, select the country and enter the product# or model#. Then follow the on-screen instructions and ensure that the correct operating system is selected.
Then check if the situation has been corrected.

If the issue continues, then perform these steps:

Use the troubleshooting tool in Windows

The audio troubleshooting tool in Windows can automatically fix common audio recording and audio playback problems with your computer.

Run the troubleshooting tool using the following steps:

In Windows, type find and fix audio into Search, or right-click the speaker icon in 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).
When the troubleshooter is done, the Troubleshooting has completed page is displayed, listing any problems found and what changes were made to the computer.
NOTE: For detailed information about the troubleshooting, click View detailed information in the troubleshooter window.
Click Close.
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.

Test external speakers or headphones

If you are using external speakers, they might be faulty. Try using another set of speakers, or a pair of headphones, with your computer. If the second set of speakers or headphones produces sound without problems, the first set of speakers is faulty.

If the same audio problems are present in both pairs of speakers or headphones, continue to the next step.

Restoring the audio driver in HP Recovery Manager

To restore the audio driver in HP Recovery Manager on a computer that came with Windows 10 installed, complete the following steps:

In Windows, search for and open Recovery Manager.
Click Reinstall drivers and/or applications
Select the audio driver in the list, and then click Install.
Wait for the driver to reinstall. When the installation is complete, click OK.
Close HP Recovery Manager and then restart your computer.
Test for sound. If the audio problem persists after reinstalling the driver, try updating the driver using Device Manager.

Updating the audio driver using Device Manager

Make sure the audio device is enabled and then update the audio driver using Device Manager as follows:

In Windows, search for and open Device Manager.
Double-click Sound, video and game controllers.
If a sound device is listed with a down arrow, the device is disabled. Right-click the sound device name and select Enable to re-enable the device.
With the sound device enabled, right-click the sound device and select Update Driver Software.
Click Search automatically for updated driver software.
Windows checks for and installs any updated drivers found. The window displays whether the computer already has the latest available driver or if Windows was able to successfully update the audio driver.
If a window opens asking you to restart the computer, restart the computer.
Test for sound. If the audio problem persists after updating the driver, continue to the next step.

If you completed these steps and the latest driver was already installed, use the following steps to uninstall and then reinstall the driver:

In Windows, search for and open Device Manager.
Double-click Sound, video and game controllers.
Right-click the sound device and select Uninstall.
Restart the computer to reinstall the driver.
Test for sound. If the audio problem persists after reinstalling the driver, continue to the next step.

Solution 1:

Right-click the speaker icon in the Taskbar and select 'Playback Devices'.
Left click the default device once to highlight it ( it's usually 'speakers & headphones' ) then click the Properties button.
Click the Enhancements tab and put a tick in the box next to 'Loudness Equalization'.
Click Apply to save the change and then click OK in all remaining windows and see if this has helped at all.

Solution 2:

Right-click the speaker icon in the Taskbar and select 'Playback Devices'.
Select the Communications tab up the top.
By default ‘when windows detects communications activity’ is set to ‘Reduce the volume of other sounds by 80%’.
Change this to ‘Do nothing’.
Press OK.

Now check for issue resolution.

If the issue persists try these steps:

Windows Audio is a Windows service that manages audio for Windows-based programs. If at all this service is stopped due to any reason, audio devices will not function properly.
To fix audio services, open the run command by pushing the Windows + R keys simultaneously Then type "services.msc" in the run box without the quotes.
This launches the Windows services window.
In the services window search for Windows Audio and right-click on it to select Start to start the audio service.
And ensure the Startup Type is set to Automatic.
Click Apply and OK
Restart the computer and check if it works.
If the issue persists, try the steps mention on this link: Click here.
This should fix the issue for you.

If the issue continues, from this link: https://support.hp.com/in-en/document/c03467259 (HP PCs - Testing for Hardware Failures)

Check the section under “Running Component Tests” then run the Audio test.

Now check if the speakers work. If the speakers fail then you need to replace the speakers by contacting hp phone support.

HP Support can be reached by clicking on the following link:

Click on this link – www.hp.com/contacthp/
2) Click on “Continue as guest”.
3) Enter the serial of your device.
4) Select the country from the drop-down.
5) Click on “Show Options”.

Fill the web-form. A case number and phone number will now populate for you.
They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

If diagnostics pass then backup your important data and perform a Microsoft push-button reset of Windows by following steps from this link: https://support.hp.com/in-en/document/c04742289

This should do the trick for you.

Perform all these steps patiently as it is critical to resolving the issue. Good luck to you. I will keep a watch for your response. Please note that I am not overloading you with steps but instead, giving you more information to work with.

We are as eager as you are to get the issue fixed. I request you to perform all these steps till the issue is fixed.

Let me know how it goes and you have a great day!

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 and have a blessed week ahead. 🙂

DavidSMP
I am an HP Employee

ahmadabuawwad · ‎06-27-2018

Hello David,
I tried all troubleshooting steps but nothing worked, what could it possibly be?

Riddle_Decipher · ‎06-28-2018

@ahmadabuawwad

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 (Like a Genie without magic powers) 😉

I reviewed your concern and the entire conversation, did some research and here's what I recommend:

Since you haven't answered, I need to know: does an external speaker or headphone work?

And also, did you ensure the speakers are set to default?

What exactly you mean it crashes? does it provide an error message? or make weird noises? what exactly is it?

While you respond to that, I recommend you create a new user account and check if it works,

If it doesn't, let's use generic audio drivers to fix this issue:

Try using the generic audio driver that comes with Windows. Here's how:
- Open Device Manager, right-click (or press and hold) your audio driver > Update driver software... > Browse my computer for driver software > Let me pick from a list of device drivers on my computer, select High Definition Audio Device, select Next, and follow the instructions to install it.

Open Start , enter Sound, select it from the list of results. On the Playback tab, select a device, then Set Default.

Turn off Audio Enhancements

Follow these steps:
- Go to Start , enter Sound, and select Sound Control Panel from the list of results.
- On the Playback tab, right-click (or press and hold) the Default Device and selectProperties.
- On the Enhancements tab, select the Disable all enhancements check box and try to play your audio device.
- If that doesn't work, select Cancel and, on the Playback tab, select another default device (if you have one), select the Disable all enhancements check box, and try to play audio again. Do this for each default device.

Try different audio formats

Try these steps:
- Go to Start , enter Sound, and select Sound Control Panel from the list of results.
- On the Playback tab, right-click (or press and hold) the Default Device, and then selectProperties.
- On the Advanced tab, under Default Format, change the setting, and then retest your audio device. If that doesn't work, try changing the setting again.

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!

Riddle_Decipher
I am an HP Employee

Learning is a journey, not a destination.
Let's keep asking questions and growing together.

ahmadabuawwad · ‎06-28-2018

Hello,

I tries everything possible, every troubleshoot possible, I contacted Microsoft and they told me my Audio driver crashes because its not compatible with latest windows 10 update. I tried updating the driver, nothing. I have to restart my laptop everytime audio is gone.

Thanks

Riddle_Decipher · ‎06-28-2018

@ahmadabuawwad

(Peace be unto you)

Thank you for responding,

This is the Riddle_Decipher, again!

It's great to have you back 😉

If none of the steps have helped, I recommend you uninstall the current audio driver and install an older version from the HP website: Click here for latest versions of the same.

If the issue persists, please go to the Realtek website (Click here) and download an older version of the audio driver and make sure to disable automatic windows updates using the local policy editor (Click here).