Audio freezing and popping across multiple applications

[cjamieson7]

Hello,

I'm having audio issues playing back music. Audio in video seems ok. Sometimes sounds like a pop, sometimes the music freezes for 2-3 seconds, occasionally longer. The issues have turned up in various programs - Windows media player, Serato DJ and other music programs. Streaming seems ok, haven't noticed it in Spotify or youtube.

I've tried updating/resinstalling drivers etc, and optimising laptop for audio, setting minimum processor activity etc. 

The problem comes up in various modes of audio playback - in media player, recording in a music application, or mixing in a dj program. 

After testing with Latencymon, I tried disabling all network adapters - that seemed to improve latency but I still experience the audio pops/freezes just as frequently.

Product number

Z5A55EA

Product name

HP Notebook - 15-ba042na

Microprocessor

AMD Quad-Core A10-9600P (2.4 GHz, up to 3.3 GHz, 2 MB cache)

Memory, standard

8 GB DDR4-2133 SDRAM (1 x 8 GB)

Video graphics

AMD Radeon™ R5 Graphics

Hard drive

2 TB 5400 rpm SATA

Thanks!

Christopher

[Echo_Lake]

@cjamieson7
Thank you for posting on the HP Support Community.

I have a few troubleshooting steps we could try to fix the issue:  

Let's perform Windows Update and HP Support Assistant:

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 .
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.

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.
• Click Close.
• If a recommended action is displayed, select Apply this fix.

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.

[cjamieson7]

Hi, thanks for the reply.

I tried the steps you suggest below, but still have the same issue.

[Echo_Lake]

@cjamieson7

Let's try restoring the audio driver in HP Recovery Manager:

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

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

[cjamieson7]

Hi, I followed these steps, but still get the freezes/dropouts. I updated the BIOS but it looked like the version hadn't changed in the system information - it didn't have the "Rev. A" after the F.34 as the download did. Version in system info still has the date 8/1/19, the version on the hp website was 18/1/19.

Thanks for your continued assistance.

Cheers

[cjamieson7]

Hi, one other piece of info I didn't mention before, sorry - when I did get a high reading from Latencymon one of the drivers causing the spikes was  ACPI.sys. I just came across another post with someone having the same issue.

Thanks!

[Echo_Lake]

@cjamieson7

• Is there red X on the Audio sound Icon?
• Could you please share the Device manager screenshot? (Expand sound entry and share the image)

If its a software related issue, by installing the Operating System will fix the audio-related issue, If its hardware related issue then the computer needs to be serviced. 

Keep me posted for further assistance.

[cjamieson7]

Hi, here's device manager.

Thanks

[Echo_Lake]

@cjamieson7

Thank you for the pictures. 

Let's try driver roll back from here and check:

• Open Device Manager  

• Right-click the Sound device, and select the Properties option

• Click the Driver tab.

• Click the Roll Back Driver button.

• Click the Yes button to confirm.
• Restart your computer.

Keep me posted for further assistance.

[cjamieson7]

The roll back driver option is greyed out.

Thanks