B&O H9i headphones wont play sound even when connected via bluetooth

[DavidX2]

My Bang & Olafsen  H9i headphones wont play sound via bluetooth from my HP Notebook - 15-bs158sa even when successfully connected via bluetooth. Sound plays ok when connected via a headphone cable.  The headphones software version is 5.1.5. Windows Home is up to date. The headphones don't appear in the windows sound devices when connected via bluetooth.  I have installed HP Audio Switch but the app doesn't see the headphones when connected only by bluetooth - only when connected via a cable. Is there operation incompatible with this laptop using bluetooth on this laptop or is there some way of connecting them?

[The_Fossette]

@DavidX2,

Welcome to the HP Support Community!

I reviewed your post and I understand that you are not getting sound through the Bluetooth headphones.

Don’t worry, I assure you I will try my best to get this sorted.

Have you selected the sound output device as Bluetooth headphones?

Meanwhile, I recommend you follow the below steps and check if it helps.

Step 1: Run the audio troubleshooter

Type troubleshooting in search bar and click it

Click Hardware and Sound

Click Playing Audio and follow the instructions

Step 2: Uninstall the Sound card Drivers

a. Press Windows key + X keys on the keyboard.

b. Click on Device Manager from that list.

c. Search for the Sound driver from the device list, right click on it and then select Uninstall. On the un-installation window, if you have an option: Delete the driver software for this device you may select that and then remove the corrupted drivers from the computer.

d. Follow the on-screen instructions to complete it and restart the computer if prompted.

After the restart, please go to the below link and download and install the audio driver.

https://support.hp.com/in-en/drivers

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

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[DavidX2]

Thank you for responding to my post. I very much appreciate your help. I have tried to follow your instructions but need some clarification if I may. 

You asked , Have you selected the sound output device as Bluetooth headphones?

On my phone, I can pair the Beoplay H9i headphones and play music from my phone on them without any issue. 

On my laptop, accessing “Bluetooth and other devices” within “settings”, I can see the Beoplay H9i headphones are paired. 

However, the Beoplay H9i headphones are not presented within "speaker and headphones properties" general tab. The laptop does not seem to know they exist 

You suggested

Step 1: Run the audio troubleshooter

Type troubleshooting in search bar and click it

Click Hardware and Sound

Click Playing Audio and follow the instructions

I have no hardware and sound option. However, I can access "playing audio" by going to settings and selecting sound and running the troubleshooter option. It invites me to turn off audio enhancements which presents “speaker and headphone properties” The H9i headphones are not shown as an output device in either properties or sound. Running the troubleshooter does not fix the problem. The H9i is not shown as a playback device in “sound”

You suggested

1. Press Windowskey + Xkeys on the keyboard.
2. Click on Device Managerfrom that list.
3. Search for the Sound driver from the device list, right click on it and then select Uninstall. On the un-installation window, if you have an option: Delete the driver software for this deviceyou may select that and then remove the corrupted drivers from the computer.
4. Follow the on-screen instructions to complete it and restart the computer if prompted.

After the restart, please go to the below link and download and install the audio driver.

It is not clear what is the sound driver. There are two options within the device manager. They are “audio inputs and outputs” and “sound video and game controllers”. The controller shows “Realtek high definition audio” entries. The audio inputs and outputs shows. “speaker/headphone Realtek high definition audio”. Which needs to be deleted and reinstalled please?

You suggested downloading a driver from https://support.hp.com/in-en/drivers

I have tried, going to the relevant page, and searching for beoplay h9i within the “other” option but it returns no results. If I identify my laptop it is found by HPs auto detect feature and clicking on it presents all driviers.

There are seven Realtek high definition drivers available in the audio section but none for the B9i

My version of windows is “windows 10 home version version 1909” OS build 18363.535. I do not see a driver for this version of windows – only one for  version 1903. Is that the one to install?

Note that when I click to update the audio inputs and outputs driver. “speaker/headphone Realtek high definition audio” I am told I have the latest version already installed.

Note I have already installed the HP audio switch software in trying to fix this problem but it does not see the B9i headphones.

Can you help take this to the next stage please?

[The_Fossette]

@DavidX2,

When you click on the speaker icon on the right-hand bottom of the desktop do you see your headphone there?

Do you see the headphone on the Bluetooth devices?

Cheers!

[DavidX2]

Do you see the headphone on the Bluetooth devices? Yes, it is paired. The remaining headphones battery life is also displayed.

When you click on the speaker icon on the right-hand bottom of the desktop do you see your headphone there? 

Nope

I have installed HP Audio Switch.  It does not see the headphones when they are shown as paired in the bluetooth page. 

HP Audio Switch does see the headphones when I connect with a usb cable and I can play through them with a cable but not via bluetooth. .

[The_Fossette]

@DavidX2,

I recommend you contact support to further diagnose the issue.

Here is how you can get in touch with support.

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

Cheers!

[DavidX2]

Following your advice does not make HP support available even though I have an HP machine.

Because I bought the HP laptop from PC World I am directed to Team Know How for technical support. They wish to charge me  £75 to resolve the problem !!!!!!!

This failure of the support service or exorbitant extra cost for something that should just work means I wont be buying HP when this laptop is due for upgrade

A very disappointing outcome.

[The_Fossette]

@DavidX2,

If your computer is under warranty you should not be charged for the support. If the computer is not under warranty then there may be a charge for the support and you need to check the available options with the support team.

Cheers!

[DavidX2]

I have now resolved this problem.  Here are the steps I followed in this specific order

Update via PC: 

• Download and run the B&O updater. Connect the H9i headphones using the  B&O supplied USB cable

• Follow the prompts given during the update process. 

• When the update starts, it goes from 0 to 100, it should take about 2 minutes, however, the last percentage will take longer, but it is quite normal.

• Only when it is 100% complete can you press the space bar, remove the cable, restart the speaker and test.

 Reset:

• Uninstall the App.

• Remove any potential backups made, for example in iCloud.

• Remove the H9i from your list of Bluetooth devices on your phone.

• Restart your mobile device.

• Reset the H9i. This is done by moving the switch to the top position and holding it there for 10 seconds. The indicator will flash red for 2 seconds, and the H9i will have been reset.  

Connect:

• Press the power button to switch the H9i on. The LED will turn white.

• Press and hold the Bluetooth buttons for 2 seconds - The indicator should start flashing blue and you will hear a sound. You can then release the switch.

• Turn on Bluetooth on your mobile device.

• Find the Bluetooth device list, and select the BeoPlay H9i.

• The indicator will turn solid blue after you have paired the H9i with your mobile device - additionally, you will also hear a sound prompt.

• Install the Bang & Olufsen App, and open it up.

• Click "Add product" and follow the app's instructions.

• Check that you have the newest software installed on your H9i.

  • Tap on the cog in the top right corner of the app > Product > H9i > Software 

Try using your H9i with a different device, just to confirm that it is a consistent issue and not an issue between the H9i and your devices.

Regarding the laptop connection.

The unit can connect to computers with Bluetooth 4.0 and an A2DP Bluetooth profile if the hardware and drivers of the computer are also compatible. However, the computer protocols in the market are inconsistent due to variations in the hardware used. B&O will not guarantee that it can connect using Bluetooth to all computers because of this inconsistency which we recommend that you try to update the Bluetooth drivers to see if it helps. 

Then, It is important that you unpair or delete the Bluetooth profile from the computer and start the pairing process from scratch. 

Make sure to select the correct profile or a multimedia profile at least, so it shows as an audio source, and make sure it's not a LE or Low energy profile.

[The_Fossette]

@DavidX2,

Perfect, I am really glad to hear that!

If any other questions arise, please feel free to write back to me.

Cheers!