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Level 1
7 6 0 3
Message 1 of 31
681
Flag Post

HP Envy X360 Microphone stops working during video conferencing

HP Recommended

Has anyone found a permanent fix for the issue

30 REPLIES 30
HP Support Agent
HP Support Agent
10,488 10,491 460 723
Message 2 of 31
Flag Post
HP Recommended

@Bibi_O Welcome to HP Community!

 

Please provide the correct product number.

 

Note: Please ensure the complete product name/number for a quicker response from the community, as we need to know what we are dealing with to provide an accurate solution: 

 

Click here for steps on finding the information we need!

 

Remember: Do not share any of your personal information such as serial, phone number, email ID, etc.

 

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

 

Keep us posted,

If you would like to thank us for our efforts to help you, 


Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 


Have a great day!

 

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Level 3
20 18 1 8
Message 3 of 31
Flag Post
HP Recommended

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.

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HP Support Agent
HP Support Agent
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Message 4 of 31
Flag Post
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@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!!

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Author
Level 1
7 6 0 3
Message 5 of 31
Flag Post
HP Recommended

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. 

Author
Level 1
7 6 0 3
Message 6 of 31
Flag Post
HP Recommended

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.

HP Support Agent
HP Support Agent
10,488 10,491 460 723
Message 7 of 31
Flag Post
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@Bibi_O

 

I understand your concerns.

 

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

 

Have a nice day!!

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Level 3
20 18 1 8
Message 8 of 31
Flag Post
HP Recommended

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,

HP Support Agent
HP Support Agent
10,488 10,491 460 723
Message 9 of 31
Flag Post
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@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!!

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Level 3
17 17 0 16
Message 10 of 31
Flag Post
HP Recommended

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.

Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
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