Blue screen error, sound does´t work and B&O Play is missing

[LuzMariaS]

Hello, 

Today, after a blue screen  error (Code: APC INDEX MISMATCH) my laptop restarted again, after that the sound didn´t work anymore and the B&O Play equalizer is missing. 

I already tried to solve the problem by reinstalling the driver "Realtek high definition audio driver", but it didn´t work.

Thank you very much for your help!

[Riddle_Decipher · Accepted solution]

@LuzMariaS

Welcome to HP Forums, 

This is a great place to get support, find answers and tips, 

Thank you for posting your query, I'll be more than glad to help you out 🙂 

As I understand you are getting a BSOD error - "APC Index mismatch",

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Did you attempt to restart in safe mode and check if the BSOD occurs on it?

Have you attempted a system restore?

While you respond to that, Here’s how to solve the APC Index Mismatch error.

Try To Start The Computer In Safe Mode

The advantage of using safe mode is that the computer loads only those features that are needed to start Windows. Only a few drivers are loaded in safe mode. This gives you a chance to use different tools to try and fix things.

Use System Restore To Fix The APC Index Mismatch error

If Windows is not starting in safe mode either, then you can try running system restore using a bootable Windows installation DVD or USB.

Scan And Fix System Files

Use the sfc/ scannow command to fix the APC Index Mismatch error:

1. Press the Windows Key > type cmd > right-click Command Prompt > Click Run as administrator
2. In the Command Prompt window, type sfc /scannow > Press Enter

Install All Windows Updates To Fix The Error

Microsoft releases updates to the Windows operating system on a regular basis. The updates fix bugs and loopholes. Some Windows updates are performance updates for software installed on the computer.

1. Press Windows Key > type windows update > click Windows Update
2. Click Check for updates on the right panel to look for new updates that have not been installed yet.
3. After the check is complete, install important updates and wait for the process to finish. Depending on the number of updates, this might take a long time to complete.

Keep me posted,

If the information I've provided was helpful, 

Give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us and others see that we've got the answers!

Good Luck.

[LuzMariaS]

Hello!

Thank you very much for your prompt answer. 

I started the computer in safe mode and the BSOD error didn´t occur. Then I scanned the computer and everything was fine, not error at all.  So I assume that there is not a problem now.

The sound is working and the B&O Play is available again. 

Thank you very much for your help!

[Riddle_Decipher]

@LuzMariaS

Thank you for the update,

I appreciate your time and efforts, 

I'm glad found the solution you were looking for.

Thanks for taking the time to let the community know about the solution

You've been great to work with and it has been a genuine pleasure interacting with you.

I hope both you and your product works great and remain healthy for a long time 😉 

To simply say thanks for my efforts to assist you, please click the "Thumbs Up" button to give me a Kudos.

And mark my post as Accepted Solution to help others find a similar solution as you have.

Take care now and do have a fabulous week ahead. 🙂