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colsearle
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HP ENVY X360 Convertible. Realtek Audio Driver Shutdown Hang Problem.

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HP ENVY X360 - 13-ar0501sa
Microsoft Windows 10 (64-bit)

Hello,

 At this stage this post is to share my experience with the ENVY X360 Convertable Ryzen 5 with Vega 8 Graphics.

A customer of mine purchased the laptop and gave it to me for a clean 1903 10 install but I did have a battle with the Realtek audio driver causing a long hang on shutdown. The problematic driver came from Windows Update it was not the driver from HP.

 

 Clean install 1903 used Microsoft driver 10.0.18362.1 18/03/2019 - No Problem

 HP supplied driver installed 6.0.8683.1 16/04/2019 - No Problem
 Windows Update installed 6.0.8781.2 22/08/2019 - Shutdown Hanging.

 

 I reinstalled a few times to observe Windows Update loading the problematic driver and used roll back driver etc to change the driver back to 6.0.8683.1. On the current install i updated the bios to F12 Rev A before going online and so far Windows is yet to update the audio driver to 6.0.8781.2 but I don't know if this is just coincidence. I am hoping it stays where it is.

 

This laptop is actually the second purchased by the customer. He purchased the 15.6" model but returned it because of shutdown issues. i beleive it was the HP ENVY X360 15-ds0599sa.

1 REPLY 1
Echo_Lake
HP Support Agent
HP Support Agent
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@colsearle
Thank you for posting on the HP Support Community.

 

I appreciate your efforts to try and resolve the issue. That probably due to Windows updates. Re-install driver should help. Please try

I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Hard Reset: Follow steps from the link: https://hp.care/2GnkMa8.

Next step, BIOS default: 

  1. Turn off the computer and wait five seconds.
  2. Press the Power button to start the computer and repeatedly press the F10 key to enter the BIOS setup menu.
  3. On the BIOS Setup screen, press F9 to select and load the BIOS Setup Default settings.
  4. Press F10 to Save and Exit.
  5. Use the arrow keys to select Yes, then press Enter when asked Exit Saving Changes?
  6. Follow the prompts to restart your computer. Once it's done uninstall the Touchpad device,

Next, uninstall Audio device from device manager.

  1. Press Windows+X to open the menu, and choose Device Manager on it. 
  2. In the device manager, expand the category "Sound, Video and game controller". 
  3. Under this category, right-click on each audio drivers and click on Uninstall. 
  4. You may be required to confirm the uninstallation. Check the box next to "Delete the driver software for this device" and click OK button. 
  5. Restart your PC for the change to take effect. After restarting. Windows will attempt to reinstall the driver. 
  6. Do not perform any manual upgrades to the driver until it does automatically 

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.

ECHO_LAKE
I am an HP Employee

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