HP ENVY - 13 Crackling sound

[Daniel1312]

Hi,

I recently bought a HP ENVY - 13-aq1002la. At first it was working fine, but now has a crackling sound on the right speaker every time there is any music or sound playing. I have tried updating the sound driver suggested by HP support assistant but still doesn´t work. 

[Echo_Lake]

@Daniel1312

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:  

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.

[Daniel1312]

Hi!,

Thank you for all your help, I have tried all those solutions, and lastly when the HP support asistant told me i had to update the BIOS to the F11 version, the crackling sound disappeared from the upper right speaker. Nevertheless, now the bottom right speaker (the one on the back of the notebook) makes the same crackling. Again I used the diagnostics tools to make sure the hardware worked, and shows no problems. Do you have any advice how to fix it?

Best regards, 

[JorgeSS13]

Hi,

I have exactly the same problem. I have followed all steps but got no result.

The problem only happens with the right internal speaker. It doesn't happen with any headphones. 

Which leads me to think it's an hardware issue.

Mine has only 5 days and has always been with that crackling. 

I'll just ask for a new one and if problems persists HP should take a quick turnaround to fix it.

[KrazyToad]

@JorgeSS13

Welcome to HP Community

I have gone through your Post and would like to help

Did you run the Audio Test from F2 Diagnostic?

- Hold the power button for at least five seconds to turn off the Notebook.
- Turn on the computer and immediately press Esc repeatedly, about once every second. 
- When the menu appears, press the F2 key.
- On the main menu, click Component Tests and Audio

If the Audio speaker persists during the Test, then it would be a Hardware issue

Thank you

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.

[JorgeSS13]

Hello,

Not to be aggressive with you, but have you read my messages? I have followed all your processes. This problem is recurrent one in Hp envy 360.

Not sure if all have hardware issues but mine sadly was already taken for a swap (which god knows when you are sending a new one).

Thank you,

Jorge

[Daniel1312]

Hello,

I have run the HP diagnostics several times and never has reported any malfunction. Morever, the crackling dissapeard every time, except once. Now the right speaker in the back is the only one crackling, which accumulates over time. When it becomes more frecuently and loud, I reset the sound driver and stops, but this only lasts for a few days, and then begins the crackling again (lower and less frecuent). 

Thinking that the crackling of the front right speaker stopped with the BIOS F.11, what do you think i should do? 

Bye!

[JorgeSS13]

Hey,

Plug a headphone. If you have the same issue with the headphone or any other external device, it is a Software issue.

If you have plugged the extern device and the issue persists in the HP internal speaker, more than 90% of chance of your computer being faulty. Thing is, most people don't even notice sometimes the crackling or the bad sound. 

If the issue persists in only one of the audio`s output, then it's a hardware issue and HP should consider this as a production issue.

Jorge