HP Envy x360 no sound & internet webpages not responding

[TH-VT]

My laptop has no sound, and when I tried to go to audio setting, a message "windows shell common DII is not responding" shows up.  In addition, many webpages stop responding, and I have to click "recover page".  

After trying to fix on my own based on the suggestions in internet including this forum, I gave up and I did reset to the factory setting.

After resetting, it was fine. Sounds came back, and internet browser was working.  

However, after I downloaded my printer driver, the exact problems started.  Again I have no sound, and webpages stop responding.  Can anyone help what I should do? Thanks.

[TH-VT]

One update on my posting above.... 

I wanted to find out if the problem is caused by my printer's driver, so I hard reset again and reset to the manufacturor's setting erasing everything.  

After that, I did not download anything.  At the beginning, everythig was fine like a new laptop, but after 1 hour of web browsing, the same problem came back.  No sounds and websites are not responding.  The "Windows Shell Common Dll is not responding" message again. 

Someone please help.  Thank you. 

[Chimney_83 · Accepted solution]

Greetings @TH-VT, 

Thanks for the post. 

I understand that you are facing internet and sound issues on your computer after reinstalling the operating system on your computer, is that right?

Not to worry, I will be glad to assist you. 

Kudos to you for trying to troubleshoot the issue on your own.

Have you run a diagnostics on your computer?

May I know the exact product number of your computer? Click here. Please do not share the serial number of your computer.

Recommend you boot the computer system diagnostics by tapping F2 repeatedly on startup. 

Run an extensive system test on your computer to make sure all the components are working fine. Click here. 

If any of the tests fail, please replace the failed component or contact our phone support for any service options available. 

Whenever you reinstall the OS on your computer, there would be a lot of Windows updates and driver update that would need to be installed for the computer to work correctly.

Recommend you make all the Windows updates are installed on your computer. 

Run HP Support Assistant to make sure all the drivers are updated on your computer. Click here. 

Let me know if this resolved the issue you are facing. 

[TH-VT]

I followed your steps and it worked!  I have sound now.  

Thank you so much! 

[Chimney_83]

Thanks for the reply and glad that the issue is resolved.

Please do post your technical queries on our Forums for assistance. 

[sanjed]

It's been twice I faced similar sort of problem regarding audio and both the times I got help from hp support team. Thank you so much for the support. My audio is working again. 🙂 ^_^