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09-18-2019 07:57 AM
We have been having an ongoing issue with multiple Elitebook 840 G6 laptops running Windows 10 1903 where the audio will randomly stop working. The only way we can get it working again is to uninstall the Realtek audio from device manager, along with the driver, and reboot which reloads the device and downloads a fresh driver from Microsoft. I've also tried using the driver from HP with the same result. I've witnessed this issue on at least a half dozen different G6 models. My next step will probably be to revert to windows 10 1809, as the version of windows is the only variable I havent tested with. Has anyone seen this issue besides me?
09-18-2019 01:49 PM
Please download and install the following Realtek audio software
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09-20-2019 10:19 AM - edited 09-20-2019 10:20 AM
We are experiencing the same issues in our environment. This is only happening on the EliteBook 840 G6 laptops but we've seen it on about a dozen of them already. We use SCCM to image our computers. We've tried Windows 10 1709 and Windows 10 1809 and we've seen the issue on both. Audio randomly stops working and the driver has to be reinstalled. Our technicians have not reported seeing any errors prior to the issue happening; the audio simply stops working. We've tried installing the drivers from HP's website, as well as via the HP Image Assistant. I'll try the suggestion above and report back.
09-27-2019 11:39 AM - edited 09-27-2019 11:40 AM
We've tried installing the driver below which did not resolve the issue. We've noticed when:
- When the laptop is in a powered-down state and is powered on while docked, the sound does not work. It is only after rebooting (while docked) that the sound begins to work.
- When the laptop is undocked and is powered-on, the sound works.
- When we connected a DP to HDMI cable into an external monitor, the sound works.
We've exhausted uninstalling and reinstalling drivers (from HP). We've run HP and Windows diagnostics for the sound which did not detect hardware or driver issues. This issue is occurring on 840 and 850 G6's and all are utilizing the 2013 Slim Dock
10-11-2019 03:35 PM
We have the exact same setup and situation as you. After further testing we have narrowed it down to Bluetooth being the problem. Anytime there is a device connected via bluetooth and the user starts their computer on the docking station, there is no sound on the speakers. I have switched back and forth between the bluetooth device and the speakers with no luck. I have uninstalled and reinstalled the bluetooth drivers with no luck. If bluetooth is turned off, there seems to be less of an issue but it is still there. To be clear, it is ANY bluetooth device. That includes a mouse, keyboard, headset, etc.
Any help from HP will be appreciated. Maybe the driver that is installed on the G6 models isn't compatible? Either way, I have 26 - G6 computers that need help ASAP.
11-03-2019 04:33 PM - edited 11-03-2019 04:58 PM
Same problem here. A quick fix is needed here, this is a major issue.
Other than rebooting, the only fix I have found is to disable the Realtek Audio Card in Device Manager and then re-enable ignoring the you must reboot warning.
01-13-2020 11:02 AM
Hello everyone, I had the same exact issue as all of you with a G6 laptop at work. Please do the following:
1) Go to https://support.hp.com/us-en/drivers/selfservice/ and choose Laptop and let HP detect your product
2) Once all drivers and such are loaded, find "BIOS" and click that, then download the HP Firmware Pack.
3) Install it, let your computer restart (should do this on its own) and it will complete the install
4) Upon booting, the sound will still likely have an X over it - wait a little bit and once all the new drivers are loaded, it should work as normal. Open Device Manager upon boot and check under Sound to make sure.
I hope this helps - it worked for me so I hope it worked for y'all too, but my company uses modified images for Windows 10 so I can't say our laptops will be exactly the same as ones on the outside.