HP laptop sound issue unable to download driver

[horherocks]

Hi Guys,

I have an issue with my laptop, after factor reset the OS that installed was Windows 10 but I'm trying to download the sound driver manually using this webiste https://support.hp.com/us-en/drivers. This site asks for serial number but when entered I have to select the WINDOWS 8 which was the factory OS of the laptop. I need the WINDOWS 10 Driver for this laptop but I was unable to download it because it's giving me the Windows 8 OS. Can someone please let me know how I fix this? TIA

Horhe

[Paul_Tikkanen]

Hi:

Your notebook is not supported by HP for W10 since it was manufactured prior to August of 2013.

The only suggestion I can offer, would be to try this W10 IDT audio driver, and restart the PC.

6.10.6492.0

https://ftp.hp.com/pub/softpaq/sp71501-72000/sp71886.exe

Sometimes this driver sets the headphones as the default audio device, so if you have no sound after installing the driver, go to the windows control panel>hardware and sound>sound>manage audio devices and set the PC speakers as the default.

[horherocks]

Thanks for your immediate response. I tried installing the driver you provided but I got below error

Can you help me how I can fix my sound issue? The first sound issue message i got was "No Audio output is installed" now after updating/disabling/uninstalling the driver from devmgmt.msc the error changes to "No Speakers or headphones are plugged in" below is also the screenshot of sounds > playback tab 

Your help will be greatly appreaciated. Thank you so much

[Paul_Tikkanen]

You're very welcome.

What is the full model number or product number of your dv6?

The product number can be found on the same label as the serial number.

Please do not post the serial number.

Looking at your screen shot, you should be seeing two High Definition audio devices listed under the sound, game, and video controllers device manager category.

The one you see listed is probably for the HDMI audio.

I think your IDT audio chip has died on you, which is why the driver could not find any IDT audio hardware.

[horherocks]

Hello, thank you so much for you help. I'm just really out of luck and can't find anymore solution online as I've tried a lot even downloading HP Support Assistand & downloading all windows updates.  I'm posting all below screenshots for your info on my device

 

System Information

Dxdiag

Please let me know if you need further info & I will screenshots it for you. 

[Paul_Tikkanen]

Hi:

All of your screenshots show no presence of the IDT HD audio device.

I have zipped up and attached the driver for the Intel HDMI audio below.

Download and unzip the file to its folder.  Do not do anything with the files in the folder.

You will have to manually install it as follows...

Go to the device manager, click to expand the Sound, video and game controllers device manager category.

Click on the High Definition audio device listed there.  Click on the driver tab.  Click on Update driver.

Select the Browse my computer for driver software option and browse to the driver folder you unzipped.

Make sure the Include subfolders box is checked and the driver should install.

Do you get any sound when you plug a set of headphones into the headphone jack?

You should, even if there is no audio driver installed.

If you get no audio through the headphone jacks, I think the IDT audio chip is dead.

You can confirm that by reinstalling W8 and if the sound doesn't work on W8 either, it is a lost cause.

BTW, the other device listed as unknown, probably needs this driver...

This package provides the HP 3D DriveGuard software for supported notebook models that are running a supported operating system. HP 3D DriveGuard protects the hard drive by "parking the heads" if the notebook is accidentally dropped or is abruptly impacted by another object.

ftp://ftp.hp.com/pub/softpaq/sp64001-64500/sp64144.exe

[horherocks]

I was able to update the driver it still hasn't fixed the issue but it changes the error message from "no speakers or headphones are plugged in"  now the error message says "No Audio output device is installed". Please find below screenshot of the Sounds Playback option & device manager

I find it hard to believe that my sound card will just get damage by just doing the "reformat" it was working fine before restarting this just to enhance the performance of my laptop. Windows 10 update destroyed my sound card then it should be microsoft responsibility to replace the device.

[Paul_Tikkanen]

Unfortunately, there is nothing else I can do to help you regarding the audio.

The IDT audio device is gone.

It could be a hardware issue.  It could be a software issue.

The only way you are going to be able to test if the audio chip is working would be to reinstall W8 or W8.1.

Obviously it is not working on W10.

If it doesn't work on W8/8.1, then something happened to the audio chip.

Two other things you can try...

1. Install the latest Intel chipset driver and restart the PC.  The 2nd file down on the left is the auto install file.

https://downloadcenter.intel.com/download/20775/Intel-Chipset-Device-Software-INF-Update-Utility-?pr...

2. Perform a hard reset of the PC.  See the link below for how to do that.

https://support.hp.com/us-en/document/c01684768/