Elitebook G6 on 1903 audio stops functioning randomly

PipingRockIT · ‎09-18-2019

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?

banhien · ‎09-18-2019

@PipingRockIT

Please download and install the following Realtek audio software

https://ftp.hp.com/pub/softpaq/sp96501-97000/sp96677.exe

Regards.

BH
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b_vince · ‎09-20-2019

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.

Frank78 · ‎09-27-2019

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

SOJR · ‎10-11-2019

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.