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HP Recommended
HP ENVY X360 laptop
Microsoft Windows 10 (64-bit)

I am having issues with the audio drivers on my HP ENVY 360 laptop.  In webex, I would try to record some lectures for classes and sometimes they would have sound and sometimes not.  After uninstalling/reinstalling the webex desktop ap and also my audio driver, recording seems to now be working and I get sound. 

However, now what is happening is that when I try to hold a virtual remote synchronous class, I begin class in webex and test the mic prior to starting the meeting – the mic works and the mic icon visually shows that I am speaking and the subtitle captions even read out on the screen – however, the students can’t hear me.  So then I open the webex audio sound settings and switch from "Microphone Array" to "Realtek HD Audio mic" and then they can hear me.  I don’t understand this since when I go my laptop sound settings, the sound input device selected is "Microphone Array (Realtek HD Audio)" and it actually shows "Realtek HD audio mic" as "unplugged".  

Then, the next class session, when I start class, they cannot hear me again.  So then I change the mic source in webex from "realtek HD audio mic" back to "Microphone Array" (which had not worked last session).  Now, it works!  Can anyone explain what is happening? And should I have two different audio drivers on this laptop?

HP Recommended

@Dave-12 I have a few steps to help you out:


The Troubleshooting tool automatically finds and fixes many computer issues. Use it to troubleshoot microphone problems.

  1. In Windows, search for and open Control Panel.

  2. Click Troubleshooting.

  3. Under Hardware and Sound, click Troubleshoot audio recording.


    Administrator permission is required to run this program. If prompted, type the administrator password or provide confirmation.

  4. The Sound troubleshooter opens. Click Next. The troubleshooter begins checking the audio service status.

  5. Select the device you want to troubleshoot, and then click Next.

  6. Follow the on-screen instructions and make any changes suggested by the troubleshooter. When done, close the troubleshooter.

  7. If the problem persists, continue to the next step.

We may need to reset the privacy settings for the Microphone if the issue occurred after any recent windows updates:

  1. Open Settings from your start menu.
  2. Click on Privacy in order to access all your privacy settings.
  3. Select Microphone from the left pane and then click the Change button.
  4. Now, turn on the microphone for this device.
  5. Turn on Allow apps to access your microphone.
  6. Finally, in the app list, make sure to turn on microphone access for every app you want to give permission to access your microphone.
  7. Repeat the same exact steps but for your webcam this time.

If the issue persists, uninstall the microphone driver and restart to automatically install a fresh driver for the same.

  1. Open device manager, the fastest way is through the search bar:
  2. Open ‘Audio Inputs and Outputs’
  3. Left-click on your recording device.
  4. In the menu that opens up Click ‘Uninstall’.
  5. delete the driver. click apply/OK and then, restart the pc.

P.S: Welcome to HP Community 😉


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HP Recommended

OK, I keep trying to reply to the response I received (it did not solve my problem) but every time I do I get "an unexpected error occurred" or "authentication failed".  What gives?  

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