G9: Microphone failure

[Becca_14]

We have been having issues with our new G9 notebooks that the mic stops working. 

When joining teams calls or trying to configure the mic is not recognised at all.

All updates and drivers have been reinstalled. 

Machine is running on W10 22H2

Other audio devices have been tried on the machine and this has happened with about 6 different notebooks. 

Really stuck and looking for any hints or tips to get this sorted.

Thank you in advance 

[jshorr]

Same, all audio devices are disappeared.  About 10 machines.  We did not reimage/reinstall anything yet.  One of my techs says that he logged in under another profile seemed to magically "fix" the issue, and that by going back in as the user it remained working.  Trying to understand what's going on asap.  

[Rene-]

In our Company we face same issues since last week. We did a fresh reinstall of Windows 10 64bit on one of the clients. After all Updates of Windows microphone stopped working via Headset USB and als Bluetooth Headsets. We tried 3 different Headsets. Our Employees cant work without teams etc. @HP please  solve it as soon as possible. 

[Rebecka92]

Thank you!
This worked for us as well.

Logged in to our installation account on a freshly installed computer, tried headphones and the mic didn't work. Logged in to my own account, same issues. Relogged in to the installation account and it started working.

Then tried again on my own account and the external mic kept on working.

Edit: We only got this to work on one computer that was freshly installed. All others have not had the same result.

[Rene-]

Unfortunately it didn't work for us.

[Rene-]

The following error appears in the Event Viewer:

Log Name: Application
Source: Application Error
Date: 10.10.2023 10:29:59
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: ***
Description:
Faulting application name: AUDIODG.EXE, version: 10.0.19041.3393, time stamp: 0xfc0c6c69
Faulting module name: RtkIntU642.dll, version: 11.0.6000.1097, time stamp: 0x63e4a6b6
Exception code: 0xc0000005
Fault offset: 0x000000000002794f
Faulting process id: 0x4f50
Faulting application start time: 0x01d9fb53f45ebe8a
Faulting application path: C:\WINDOWS\system32\AUDIODG.EXE
Faulting module path: C:\WINDOWS\System32\DriverStore\FileRepository\realtekuapo2.inf_amd64_b934dc96fac5d84e\RtkIntU642.dll
Report Id: cedbba77-e704-4def-822c-94692fdb9ccd
Faulting package full name:
Faulting package-relative application ID:
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Application Error" />
<EventID Qualifiers="0">1000</EventID>
<Version>0</Version>
<Level>2</Level>
<Task>100</Task>
<Opcode>0</Opcode>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2023-10-10T08:29:59.6525745Z" />
<EventRecordID>43579</EventRecordID>
<Correlation />
<Execution ProcessID="0" ThreadID="0" />
<Channel>Application</Channel>
<Computer>***</Computer>
<Security />
</System>
<EventData>
<Data>AUDIODG.EXE</Data>
<Data>10.0.19041.3393</Data>
<Data>fc0c6c69</Data>
<Data>RtkIntU642.dll</Data>
<Data>11.0.6000.1097</Data>
<Data>63e4a6b6</Data>
<Data>c0000005</Data>
<Data>000000000002794f</Data>
<Data>4f50</Data>
<Data>01d9fb53f45ebe8a</Data>
<Data>C:\WINDOWS\system32\AUDIODG.EXE</Data>
<Data>C:\WINDOWS\System32\DriverStore\FileRepository\realtekuapo2.inf_amd64_b934dc96fac5d84e\RtkIntU642.dll</Data>
<Data>cedbba77-e704-4def-822c-94692fdb9ccd</Data>

[Becca_14]

Wow thank you all so much for your comments and notes. 

We have found the following driver versions work:

Realtek Audio Effects Components

11.0.6000.1026

Realtek Audio Effects Components (INT)

11.0.6000.1026

Realtek Audio Effects Components (INT)

11.0.6000.1026

Realtek Audio Universal Service

1.0.596.0

Realtek OVWrap 2 Component

11.0.6000.1026

Sound Research Audio Effect Component

2.0.11.6

Rolling back from 12.112.1097.114 seemed to resolve the issue I was having directly

However there are still issues

[LeoHon]

We had the same problem and solved it by disabling the integrated sound card in the bios. USB Headsets and external sound cards work fine now. However, there is no sound over the speakers of the laptops.

[Rebecka92]

After being in direct contact with HP we got a solution.

We uninstalled the realtek audio drivers from the device manager (no restart) and then reinstalled below drivers 

Realtek HD Audio Driver

https://ftp.hp.com/pub/softpaq/sp148501-149000/sp148893.exe

After a restart it worked on some of our laptops.

If it persisted we downloaded HP Image Assistant (HPIA) to update the realtek drivers:
http://ftp.hp.com/pub/caps-softpaq/cmit/HPIA.html

https://ftp.hp.com/pub/caps-softpaq/cmit/whitepapers/HPIAUserGuide.pdf

Why it sometimes only worked from HPIA we are absolutely clueless. We are now working on forcing the drivers out on all our affected laptops via intune. Saw on a reddit post that this also worked for another company.

Hope this helps!

[LeoHon]

Worked for us as well. When it doesn't work on the first try, we do it a second time. Thanks for the feedback.