Garbled audio and crackling during video sessions

[AEM_Retired]

Greetings, I recently bought a HP pavilion laptop from Costco and the thing runs amazingly well except for one thing. When I'm on any type of video conferencing session, zoom, go to meeting, Skype etc. I am getting garbled audio and crackling when the laptop charger is plugged in. I didn't discover what was causing until the other night when I decided to unplug the charger while I was on a video conference. When I unplugged the charger from the laptop, all the audio problems completely went away. Now prior to that I had tried all the standard adjustments in Windows 10. Messing with the audio enhancements doing all the standard maintenance checks through HP, making sure all the updates are installed and anything else I could think of. I have also tried three different charging cords to rule that out and all functioned correctly. So why does the charger cord cause a problem with the audio when plugged in during video conference calls???

This is my second laptop from Costco of the same model in two months both of them with the same identical problem. People that I have talked to including two computer shops have never heard of this before.

Thanks in advance for someone's help

[KrazyToad]

@AEM_Retired

Welcome to HP Community

I have gone through your Post and would like to help

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

HPSA will automatically search for all the latest drivers for your Notebook

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

   

2. Click Check for updates and messages to scan for new updates.

   

3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

4. Click the update name for a description, version number, and file size.

5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Keep me posted how it goes

Thank you and have a wonderful day 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[AEM_Retired]

I ran the HP assistant. It didn't update anything that wasn't update before.

I ran the all component tests through the BIOS.(repeated esc. key then F2) In fact I ran every test I could see. All tested good.

My laptop is update everyday through windows update service. No additional updates or drivers were available to be downloaded and applied.

So still the question with the spotlight on it: Why does the audio crackle and distort during Zoom, GoTo meetings and Skype conference calls when I have the AC adapter plugged in ???.  When its unplugged the audio is fine. What is causing this ???

[KrazyToad]

@AEM_Retired

Thanks for keeping us posted

It seems that the AC Adapter is causing some static with the speakers.

I suggest you contact HP Support in your region for service options

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.

Thank you