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Audio output stays muted / orange LED stuck on

HP Recommended
HP Pavilion – 14-ce0001nw
Microsoft Windows 10 (64-bit)

After a recent Windows update, there is no longer any audio output from the device.

Within windows, i can mute/unmute the audio, however the physical keyboard button shows muted audio (LED is on), and audio playback doesn't work regardless of what windows displays. I have managed to get audio output through bluetooth, however the internal speakers and audio jack outputs do not function. When connected to external speakers(audio jack) i can hear crackling noises during system startup (As if the output was muting/unmuting multiple times).


The system diagnostic tools detect no problems with audio output, i have only managed to get this error code on HP Startup Manager when checking for hardware issues:

Audio[P]   Failed   PU748X-99L9RH9-MFPW3F-21C703   Audio


To resolve this problem i have tried the following(without any success):

-system rollback to pre-update state / rolling back audio drivers

- updating all drivers manually / through HP utillities

-updating the BIOS

-a clean install of windows + updating drivers / BIOS

- trying out other fixes mentioned on this forum



I would greatly appreciate help in further troubleshooting of this issue


HP Support Agent
HP Support Agent
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Message 2 of 2
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HP Recommended

Hi @Matsovan


Welcome to the HP Support Community. 


Appreciate you trying the steps. This is a hardware issue, the failure-ID is related to "Audio Channel Failure".  I'd suggest you Contact HP in your region regarding the service options for your computer.


Have a great day! 


Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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I am an HP Employee

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