Bang & Olufsen does not work

[Joe125]

HP Support Assistant recommended I update the audio program for my HP Envy 17 Notebook.  I took the recommended action and clicked on the update... but I received an error message that the update had failed. "No big deal", I thought. But then I received a message that my Bang & Olufsen audio was not working. The icon is still there in the control panel but when I click on it I get that same message that Bang & Olufsen is not working. I have tried reinstalling Bang & Olufsen software from a site recommended here. That install indicates it has been successful but when I click on the Bang & Olufsen icon I still get the same message that it is not working. Any ideas on what has gone wrong and what the the fix might be?

Thanks for your help.

Joe

[DavidPK]

Hi,

Can you post back with the full Model No. and Product No. of your Envy 17 series notebook - you can usually get this by holding down the fn key and pressing esc, otherwise see Here for a guide on locating this information.

Regards,

DP-K

[Joe125]

The product # I am finding is Y0F94AV.  I can find no separate model # and am assuming that product and model #'s are the same thing unless you tell me otherwise.

One other bit of info that may help:

HP Support Assistant recommended I update to the Conexant ISST Audio system. The Support Assistant indicates the upload was successful... but I don't find Conexant in the apps of the computer... doesn't seem to have actually uploaded... and as I said earlier, at the end of that upload I got a very brief message (brief & that it appeared & disappeared very quickly... was not able to read the whole message) saying the upload had failed. The "internal speaker" with the notebook seems to be working ok... 

Let me know what you think, and thanks again for your help.

Joe

[DavidPK · Accepted solution]

Hi Joe,

Try the following.

Download the Conexant HD Audio installer on the link below and save it to your Downloads folder.

http://ftp.hp.com/pub/softpaq/sp80001-80500/sp80432.exe

When done, hold down the Windows key and press R

Into the Run window, type devmgmt.msc and hit enter.

In Device Manager, expand Sound, Video and Game Controllers.  Right click the Conexant device and select Uninstall - you should also get a prompt to remove the current driver, tick the box to allow this and then proceed with the uninstall.

When complete, download and reinstall the Chipset driver on the following link.

http://ftp.hp.com/pub/softpaq/sp75501-76000/sp75591.exe

When the Chipset reinstallation has completed, restart the notebook.

When windows has reloaded, open your Downloads folder, right click on the Conexant installer and select 'Run as Administrator' to start the installation.  When this has completed, restart the notebook again and let windows fully load for a few minutes before checking.

Regards,

DP-K

[Joe125]

Thanks for your response David. 

So right after I sent my last message to you, I checked again to see if the HP Support indicated the Conexant program showed up... and today it does (though it does not show up in Windows box on the lower left of the computer screen where all the programs are displayed... Bang & Olufsen still shows up there... when I click on it I get the message "Bang & Olufsen has stopped working. Microsoft is checking for a solution to the problem"... but no solution is ever offered). Anyhow, I was thinking I should maybe go back to the HP Support screen, open the apps and then uninstall the Conexant program that shows up there before I follow your instructions for installing Conextant HD Audio?  

Are Conextant and Bang & Olufsen part of the same system?

Joe

[Joe125]

Correction. I am finding the apps in the Windows Settings... not in the HP Support panel. Sorry about that.

Joe

[DavidPK]

Hi Joe,

There shouldn't be any need to uninstall the Conexant software via its entry in Apps or Programs and Features - you should be able to reinstall the software using the method I previously posted - the B&o gui is provided by the Conexant software package.

Regards,

DP-K

[Joe125]

Hi David,

Ok... you did it! That seems to have fixed the problem. Bang & Olufsen is back!

Thanks so much for you help.

Joe

[Joe125]

Just one more thing David:

I could not follow through with your final step... that is clicking on the Conexant file in my downloads folder & then installing as Administrator... no Conexant file shows up in my Downloads folder... ? But the installation of the chipset link seems to be complete and working... ? 

Anyhow, let me know if you think this is an issue I should address.

Take care.

Joe

[H8PFixSound]

My sound is also not working. I always get playback errors.