HP Audio Test says NO SPEAKER ISSUE, yet it CANNOT play test tone. Only default player plays sound.

[dancruth]

I have an HP Spectre x360 Laptop - 13t touch that's about a year old. After I installed some Windows 10 update last night, it seems the speakers no longer work for any app/player (browsers like Chrome, Edge, and newly installed Firefox....all settings checked and in order, but NO SOUND will play from speakers when playing a youtube video for example; same goes for VLC and QuickTime. The speakers will ONLY play sounds if video/audio file is opened in the Windows default player (under the tab "Movies & TV"). And I mean ONLY. When I run HP's Audio Diagnostic tests, it indicates that there are NO ISSUES DETECTED, and when it asks me to confirm "Test Audio" to see if I hear a sound, I do NOT ever hear a sound of the speakers. I should note, headphones (wireless and line-in) work fine and I can hear the audio across all websites, browsers, platforms, apps, etc. It's just the speakers and they simply don't play sound for anything other than the default player. HP Audio Diagnostics Test in HP Assistant and Default Format Audio Tests in Windows Settings plays NO SOUND.

A few things I've tried and that are of note:

• Realtek HD Audio/Bang & Olufsen speakers have never given me an issue before. Occasionally I will connect to a monitor that has speakers that will throw off the audio output and require me to adjust default output (line-in) in settings on the monitor to correct, but otherwise the two sync without throwing off.
• Concurrent with the Windows update I installed, I had recently added an app/program called "Flipgrid", which was provided by my university to record brief student introduction videos. I thought this had thrown off my settings. I checked audio/speaker device/playback video, default output devices, settings in each browser, settings in Windows, and literally every other suggestion on this forum relating to audio issues. No one seems to have encountered my exact issue. Anyway, I uninstalled flipgrid but that didn't solve the problem. I'm still worried there may have been some malware or something else, because a Candy Crush Saga app was slipped into my programs list as well with the Flipgrid install somehow.
• FlipGrid did I think switch my settings to check the box in Settings > Headphone/Speaker Properties > Additional Device Properties > Advanced tab > "Allow applications to take exclusive control of this device". But I unchecked that box. Not sure about the "Hardware Acceleration" box in the same tab, but it is also checked but I left that. Not sure what it was before.
• I should also note in the above mentioned "Advanced Tab" there is an audio test for the Default Format. This test fails to make a tone.
• Again, the audio works fine with headphones (bluetooth or otherwise).
• I tried System Restore to an earlier event (which was right around the time of the Windows update) but that didn't correct this issue. I had no earlier restore/event points to revert to.
• I've re-installed the Realtek Audio HD software/drivers, but maybe I'm getting the wrong one. HP Assistant says they're all in order though
• I've checked all other HP Updates and they're up-to-date
• I've checked Settings > Sound > Advanced sound options > App Volume and device preferences. Everything is in order and it shows that my in-use Apps are connected to default speakers: Speaker/Headphone (Realtek High Definition Audio(SST))
• Right-click on the Audio/Speaker icon in the lower right yields "Open Volume Mixer". Everything appears in working order there too.

To sum up. I don't think this is a hardware issue. The speakers still play sound well. Just only through the Default "Movies & TV" player in Windows. THE HP/Windows AUDIO TESTS WON'T EMIT A SOUND, BUT THIS DEFAULT PLAYER WILL.

If anyone can solve this riddle for me I'd be so appreciative. I'm at my rope's end...

Can anyone help??

[Riddle_Decipher]

@dancruth Did i read the word riddle? say no more, the riddle_decipher is here 😉 that said, if I understand this right, and do correct me if I'm wrong:

1. the audio from the speakers work fine when offline content is played,
2. both offline and online content work fine when played on headphones? Bluetooth or otherwise!
3. And all tests have passed, updates are installed for the drivers and did you install all windows updates as well? as Microsoft usually releases a patch that fixes such issues when one or two messes it up.

If all that is correct, I suggest you create a new user account, only to check if that works, as the update could have corrupted the settings on this profile but a new one may work fine: click here for details or steps.

And if that doesn't help, ensure the latest version of flash player is installed and check if it works on IE.

P.S: Welcome to HP Community 😉

Let me know how that pans out,

If you feel I was helpful, simply click on Accept as Solution to help the community grow,

That said, I will have someone follow-up on this to ensure you've been helped,

Just in case you don't get back to us, 

have a good day, ahead.

[dancruth · Accepted solution]

Thank you for your response! I've been out in the wilderness the past week sans internet, so don't let me absence/delayed response suggest this problem no longer aggravates me. I tried your suggestions and no luck:

To clarify the issue from your much more concise points:

1. the audio from the speakers work fine when offline content is played, [Incorrect, the audio from the speakers work fine offline ONLY with the default Windows player (TV&Movies)--an app I'd never used prior. If I try playing something elsewhere offline--with VLC Media Player or Windows Media Player for example--it does not work. In addition, when I run the Audio Diagnostic tests the messages say its operating fine, but no audio actually pings/rings/tones when I "Test Audio"]
2. both offline and online content work fine when played on headphones? Bluetooth or otherwise! [Incorrect. My mistake though. Offline and online content BOTH work fine ONLY when played on Bluetooth headphones. In fact, my headphone jack is even more worthless than my speakers at the moment, as it won't even play the audio through my headphones with the Default (TV&Movies) app--the only thing that works the speakers presently. Bluetooth works for EVERYTHING it seems. Both online and offline. This is leading me to believe this is a Realtek Speaker issue, but I've installed all the drivers/updates...so far as I know]
3. And all tests have passed, updates are installed for the drivers and did you install all windows updates as well? as Microsoft usually releases a patch that fixes such issues when one or two messes it up. [Yes, yes, and yes, at least every update that my HP Assistant and Windows Update in Settings has offered. I'm told I'm "up to date".]

So I did what you recommended. I created a new user account (not with a new, registered Microsoft Account though, just a new "Local Account". I logged into that account and still have the same problem.

I also installed the latest version of Adobe Flash Player (32 PPAPI). I should note, however, that Adobe confounds me. It doesn't appear when I search (magnifying glass) for it on my computer, but when I check settings > Apps & Features, it is there, recently installed. IE is also a bit confusing, but I believe I've allowed permission for Adobe Flash (following the recommended "Ask me first" before using Adobe Flash Player).

I'm about ready to re-set to factory settings, but I'd rather not if I don't have to. And it may not even solve the problem.

Any more suggestions for this riddle? (Hoping "riddle" summons you again...)

Thank you for your help thus far!

[dancruth]

Scratch that. A new Windows Update just burped into existence. Fixed the problem!

Thanks for the nice welcome and the tips you offered.

[fretule]

Hi, can you please post what exactly Windows update did resolve your problem? My Windows update says it's up to date, but there's still no sound problem.

[dancruth]

"Feature update to Windows 10, version 2004". That's all I got.