HP Envy 360 audio stuck on mute - mute key not physically stuck

[Becca_mesaeh]

Hi there! For the last 2 days, my audio has been stuck on mute. The mute button is not physically stuck, but at any attempt to raise the volume, whether that be with the button or by sliding the icon on the screen, the volume level immediately decreases to be muted. I have uninstalled and reinstalled/updated my audio drivers, I have turned my laptop off and on, then hit F10 to turn on the BIOS setup defaults, and I have looked for any solutions out there to solve my problem. When I troubleshoot for audio issues, it just says that the audio level is low and muted. My computer is up to date on its updates - please let me know if anyone can help!!

[asmita6658]

Hi @Becca_mesaeh

Welcome to the HP Support Community. 

Appreciate you trying the steps. Let's try a system restore - 

1. Save any open files and close all open programs.
2. In Windows, search for restore, and then open Create a restore point from the results list.
3. On the System Protection tab, click System Restore.
4. Click Next.
5. Click the Restore Point that you want to use, then click Next.
6. Click Finish to restore your computer to a previous point.
7. Do not interrupt System Restore when it starts. This can corrupt your hard drive and create more problems. 
8. Click Yes in the warning that appears.
9. System Restore returns the computer configuration to a previous point in time and restarts.

If the issue still persists, I'd suggest you back-up the data and try re-installing the operating system - 

1. Shutdown the computer. 
2. Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears. 
3. Press F11 once for System Recovery. 
4. Choose the Keyboard Layout. 
5. Click on Troubleshoot. 
6. Go to Recovery Manager and click on System Recovery. 
Note : Back-up all your data as System Recovery will delete everything that you had saved or installed on the computer. 
 

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[moe2019]

Hi I have the same laptop and the same problem. 

I have tried everything I can 

- updated all drivers, then I got DPC watchdog crash

- restored to system defaults

- updated windows

- restored from F11

- Reset the system

- Reformat the whole drive C and installed new windows from scratch

- Then updated drivers using hp assist

- THE MUTE BUTTON STILL SHOWS RED, IF I CLICK THE UPVOLUME IT GOES UP AND CAN HEAR SOUND INSTANTANEOUSLY BUT QUICKLY GOES BACK TO MUTE, AND THE TOP LEFT CORNER SHOW THE ANNOYING BLACK BAR WITH X IN THE BOTTOM SHOWING MUTE. I WASTED TWO DAYS ALREADY ON THIS AND LOST MY CURRENT INSTALLATIONS. I AM DISAPPOINTED IN HP AS THIS WAS A VERY NICE LAPTOP TO HAVE. PLEASE TELL ME IF THERE IS ANY SOLUTION. 

[JaiLdecay]

Same problem with my HP, this is obviously a defect that HP refuses to A, acknowledge and B, do anything about! Stay away from HPs!