Enable Windows Service?

[SJones23]

Yesturday my audio stopped working. The little icon has the red x on it and when I right click it says, 'speaker setup (UNKNOWN). I also keep getting a box that says 'This computer cannot play audio because the Window Audio Service is not enabled. Would you like to enable Windows Audio Service?'

I've done just about everything: restarted and shutdown my computer, reinstall audio, reinstall the audio drivers from HP Support Assistant. And nothing is working. I just bought this last November and I'm at a lost.

My laptop is the Pavillion 15-CX00558WM.

[Echo_Lake]

@SJones23

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

Use the troubleshooting tool in Windows

The audio troubleshooting tool in Windows can automatically fix common audio recording and audio playback problems with your computer. Run the troubleshooting tool using the following steps:

• In Windows, type find and fix audio into Search, or right-click the speaker icon  in the taskbar and select Troubleshoot sound problems.
• Select Find and fix audio playback problems or Find and fix audio recording problems from the Search results.
• Click Next.
• Select the device you want to troubleshoot and click Next.
• Wait while the troubleshooter detects problems and makes changes (or prompts you to make changes).
• When the troubleshooter is done, the Troubleshooting has completed page is displayed, listing any problems found and what changes were made to the computer.
• Click Close.
• If a recommended action is displayed, select Apply this fix.

Restoring the audio driver in HP Recovery Manager:

1. In Windows, search for and open Recovery Manager.
2. Click Reinstall drivers and/or applications.
3. Select the audio driver in the list, and then click Install.
4. Wait for the driver to reinstall. When the installation is complete, click OK.
5. Close HP Recovery Manager and then restart your computer.
6. Test for sound. If the audio problem persists after reinstalling the driver, try updating the driver using Device Manager.

Updating the audio driver using Device Manager:

Make sure the audio device is enabled and then update the audio driver using Device Manager as follows:

1. In Windows, search for and open Device Manager.
2. Double-click Sound, video and game controllers.
3. If a sound device is listed with a down arrow, the device is disabled. Right-click the sound device name and select Enable to re-enable the device.
4. With the sound device enabled, right-click the sound device and select Update Driver Software.
5. Click Search automatically for updated driver software.
6. Windows checks for and installs any updated drivers found. The window displays whether the computer already has the latest available driver or if Windows was able to successfully update the audio driver.
7. If a window opens asking you to restart the computer, restart the computer.
8. Test for sound. If the audio problem persists after updating the driver, continue to the next step.

If you completed these steps and the latest driver was already installed, use the following steps to uninstall and then reinstall the driver:

1. In Windows, search for and open Device Manager.
2. Double-click Sound, video and game controllers.
3. Right-click the sound device and select Uninstall.
4. Restart the computer to reinstall the driver.
5. Test for sound. If the audio problem persists after reinstalling the driver, continue to the next step.

BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[SJones23]

@Echo_Lake

Thanks so much for your reply! I did go through your list and a couple of things happened.

1) I updated a lot of updates I didn't even know I had! SO thank you for sending me the updated HP Support Assitant link. My old one didn't even give me what I didn't know I needed.

2) After the updates, I restarted my computer multiple times for them to do their things but I still cannot hear anything. I even did the audio check and when I press "test" it doesn't play. I clicked the "unable to play test" and it says that my drivers are installed and no issues are found in any of the Diagnostic results. Realtek Hugh Definition Audio is the default speaker and microphone

3) My microphone doesn't work either. In the same audio test, there is nothing wrong in the diagnostic test for that either so I have no clue whats up with that.

4) Online, I found advice that says to see if my "components" are working so I went to the DCOM Server Process Launcher, RPC Endpoint Mapper, Remote Procedure Call (RPC) in services manager and made sure that they were set to automatic and they are. I have two Remote Procedure Call (RPC), one for the audio and one for windows. Let me know if I need to change anything back to manual.

5) I now can't use my pin to log into my computer. And when I try to set it back up, a new window opens but closes really fast so nothing happens. Luckily my password still works so I can still log into my computer.

Edit:

6)  I have also gone to my updates and see these are "pending": Feature update to Windows 10, Security Intelligence Update for Windows Defender Antivirus - KB2267602 (Version 1.313.1822.0), version 1909, and Realtek Semiconductor Corp. - MEDIA - 9/11/2018 12:00:00 AM - 6.0.1.8536

These have yet to download. I from my own google search I know the Realtek media is waaayy old but I can't seem to stop the download nor figure out a way to fix it.

7) I also can't get into my Microsoft store app on my computer. It keeps giving me an error Code: 0x80131500

😎 I have also found my warranty has ended even though I just bought this laptop last November. I sent off my dispute 2 days ago and haven't heard anything back yet.

Other than that, I'm still without sound and the use of my microphone

[Echo_Lake · Accepted solution]

@SJones23

Thank you for posting back. 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[SJones23]

@Echo_Lake

It TOTALLY WORKED!! Thank you so much!

I went and got an external hard drive to put all my files on. It took me a minute due to the fact that I had no idea how to reset to factory settings but I remember seeing this post before and followed the directions and BOOM!! Turns out I was doing the wrong reset so, between you and the other support members, it was PERFECT!

Thank you so much for the help

[Echo_Lake]

@SJones23

Thank you for posting back. 

Glad to hear that the issue is resolved. If you need any help, feel free to reach out to us.

Have a great day!