I need tech support for audio device

[Karon4]

I need to talk to a real person.  Virtual support tells me my warranty expired in May, but I have submitted my purchase receipts that show I purchased this computer in July 2020 and should still be under warranty.  I have a case number but don't know how to contact anyone to use it.  My tech skills are around zero, so I keep going in circles trying to get help.

[ub6424]

Hello @Karon4 

If you have Windows 11:

Update audio driver

Realtek High-Definition (HD) Audio Driver - Ice Lake

6.0.9198.1 Rev.A

552.6 MB

Aug 27, 2021

Download

If you have Windows 10:

Update audio driver

Realtek High-Definition (HD) Audio Driver - Ice Lake

6.0.8924.1 Rev.A

521.7 MB

Dec 21, 2020

Download

Reboot and test again ...

best regards

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[Karon4]

Thank you so much for trying to help.  I did the download and restarted my computer but it still says no audio device is installed.  

[ub6424]

Hello @Karon4 

> I did the download and restarted my computer ...

You have to doubleclick the downloaded files to start the drivers installation.

best regards

---

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[Karon4]

I double clicked, it showed it was downloading, I opened the file when it told me to, allowed the app to make changes, accepted the license agreement and restarted my computer.  It still says no audio devices found.  

Thanks again for trying to help.

[ub6424]

Hello @Karon4 

sorry, I posted a wrong video before.

Your problem is audio.

Download and install HP Support Assistant:

https://support.hp.com/us-en/help/hp-support-assistant

Run and check for all updates and do the audio check, please.

best regards

---

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[Karon4]

I think maybe a glass of wine might work better than tea.  LOL    I will have to watch the video from another device since this one doesn't have sound.  I will go try that right now and let you know how it works out.  This is really way above my pay grade.  Thanks again.

[ub6424]

Hello @Karon4 

>This is really way above my pay grade.

My support is free, only time/wine consuming for you ... 😋

Good luck

best regards

---

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Thank you very much

             ⌨️

[ub6424]

Hello @Karon4 

sorry, I posted a wrong video before.

Your problem is audio.

Download and install HP Support Assistant:

https://support.hp.com/us-en/help/hp-support-assistant

Run and check for all updates and do the audio check, please.

best regards

---

Dear Community Member, please click the button [ YES ] on "Was this reply helpful?" to say Thanks and

make it easier for other people to find this type of solution by marking the reply ▶️ [ Accept as Solution ] ◀️

Do this on the post I wrote that helped solve it.

Thank you very much

             ⌨️

[Karon4]

So glad you rescued me from that YouTube video.  I was having trouble wading through all of it.  I have now downloaded the support assistant and restarted my computer.  I clicked on the audio button in the bar at the bottom of the computer and got the Windows audio or sound troubleshooter.  I allowed that to proceed with diagnostics and it still says it can't find the audio device.    

Thanks. 🙂