HP 255 15.6 inch G10 Notebook PC (9Y710AT) when he turned off the laptop, he heard a subtle pop...

[SuhajdaFerenc]

Dear Forum Members, Dear Experts,

We sold a laptop to our Client. A few days later our Client wrote a letter: when he turned off the laptop, he heard a subtle pop from the speaker, but not every time, only every fifth - seventh - etc... time.

There is a subtle, quiet pop from the speakers that can only be heard for a tenth of a second, but not always.

We suggested to him: reinstall the operating system, use the factory drivers.

It happened, but the phenomenon did not change.

We replaced the laptop a few days later. The laptop is the same, and a few days later our Client wrote again: this laptop is doing the same thing.

Operating system: Windows 11 Home 24H2 (from Microsoft), - driver: Realtek High Definition (HD) Audio Driver 6.0.9809.1 Rev.E

The Customer canceled the purchase, now I have both laptops, both are producing the same error, but I consider it unlikely (although it could happen) that both are hardware defective.

Does anyone have any ideas or suggestions on what I can try to do to eliminate this phenomenon?

Thank you very much everyone for your attention and help,

Have a nice day everyone,

Ferenc

[TheHelper0007]

Welcome to HP Support Community, @SuhajdaFerenc.
 
Thank you for posting your query, I will be glad to help you.

This is a frustrating issue, and your conclusion is very logical. Since two brand new laptops of the same model are exhibiting the exact same intermittent behavior, it is extremely unlikely to be a hardware defect. This points to a systemic issue, most likely a conflict between the audio driver, Windows 11 power management, and the specific hardware design. The "pop" is often caused by the audio amplifier being shut off abruptly before the audio signal is fully muted.

Here are the steps you can try to isolate and resolve this phenomenon.

1. Test the Generic Windows Audio Driver
This is the best way to determine if the issue is with the specific Realtek driver.

Go to Device Manager.

1. Expand Sound, video and game controllers.
2. Right-click the Realtek High Definition Audio device and select Update driver.
3. Choose Browse my computer for drivers > Let me pick from a list of available drivers on my computer.
4. Select High Definition Audio Device (this is the generic Microsoft driver) and click Next.
5. Restart the computer and test for the issue over several shutdowns. If the pop is gone, the problem lies with the Realtek driver.

2. Disable Fast Startup
Windows 11's Fast Startup feature doesn't perform a full shutdown, which can cause issues with how drivers unload.

1. Open Control Panel and go to Power Options.
2. Click Choose what the power buttons do.
3. Click Change settings that are currently unavailable.
4. Uncheck the box for Turn on fast startup (recommended).
5. Save changes and test for the pop over several shutdowns.

3. Update the BIOS
A BIOS/UEFI update is crucial as it controls how the hardware components are powered on and off. Check the HP support page for the laptop model and install the latest BIOS version available. This often resolves power state and hardware initialization issues.

4. Test with Headphones
This can help isolate the source of the pop.

1. Plug a pair of headphones into the laptop's audio jack.
2. Perform several shutdowns.
3. Listen carefully to see if the pop can be heard in the headphones.
4. If you hear the pop in headphones: The issue is likely with the audio chipset or driver.
5. If you do NOT hear it in headphones: The issue is specific to the internal speaker and amplifier circuit powering down.

If none of these steps resolve the issue, it is likely an inherent design characteristic (a quirk) of that specific laptop model's audio hardware and its interaction with Windows 11. In that case, it is not a defect.

 
I hope this helps.
 
Take care and have a good day.