HP Envy X360 Microphone stops working during video conferencing

[Bibi_O]

Has anyone found a permanent fix for the issue

[praveen196]

@Bibi_O Welcome to HP Community!

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http://support.hp.com/us-en/document/c03754824

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[ArGerrit]

No the issue is still not solved. All the new AMD Envy x360 with AMD are still crashing with Zoom. Mic stops working and the sound start hanging. Reboot is then the only solution to get sound and mic back to normal.

Switching to the new AMD driver (and after Windows Update stubbornly puts the old one back again rollback) seems tomake the crash less frequent, but my son's laptop crashed just today twice again with the  20.9.1 driver release. So it is not a solution.

HP and AMD need to work together more pro-active on this. This is an fairly easy 100% repro. Just keep two laptops connected with Zoom and they will get the mic issue guaranteed.

[praveen196]

@ArGerrit

I understand your concerns.

Try updating the computer, this will install the latest updates -

Step 1 Windows Updates -

1) In the search box, type, and open Windows Updates.

2) Check for updates.

3) If the updates are available, click on install and restart the computer.

Step 2 Install updates using HP Support Assistant

1. In the search box, type, and open HP Support Assistant. 
2. Check for updates. 
3. If the updates are available, click on install and restart the computer.  

Note: If you do not have HP Support Assistant installed, Click here to download the same.

Have a nice day!!

[Bibi_O]

Sad. In a world where video conferencing is essential this is unacceptable. I really like this laptop but this is just terrible. This should be at the top of their priority fix list. We really need to use this feature and not be worrying whether or not our computer will crash at any second. 

[Bibi_O]

This doesn't work. Do you have an idea if they are looking into this issue? If so, do they have an estimated fix date? This is a very serious issue. Please speak to whoever you think needs to be made aware of this to fix it. This is really important since education and employment basically depends on this key feature.

[praveen196]

@Bibi_O

I understand your concerns.

In that case, I would suggets you perform the system restore.

Have a nice day!!

[ArGerrit]

Hi Praveen, the issue is that there is no driver fix. The latest driver does not fix this issue, so checking for updates won't help. What we need is for HP to acknowledge that they have escalated this issue to AMD/Microsoft and are working on it,

[praveen196]

@ArGerrit

I understand your concerns.

In that case, I would suggets you conatct our phone support and check for the support option. They will help you.

Here is how you can get in touch with phone support.

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue. 

Have a nice day!!

[code111]

You may not be aware but the display driver is directly responsible for the microphone capabilities on this laptop, assuming you have the AMD Ryzen model. I had the exact same issue you had for a while until I found the below solution.

I've been using the June 24 display driver for several weeks now without any issues in Zoom and Teams. I recently upgraded to the Sept 24 display driver and that has also been working well for several days.

Go to the driver page for your laptop and download either of those, then uninstall the current graphics driver in device manager, reboot, then install the newly downloaded driver.