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Check out our WINDOWS 11 Support Center info about: OPTIMIZATION, KNOWN ISSUES, FAQs, VIDEOS AND MORE.
Karon4
Level 1
8 7 0 0
Message 1 of 16
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I need tech support for audio device

HP Recommended
HP Laptop - 15-dw2656cl

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.

15 REPLIES 15
ub6424
Level 9
3,943 3,925 217 370
Message 2 of 16
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HP Recommended

Hello @Karon4 

 

If you have Windows 11:

Update audio driver

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

6.0.9198.1 Rev.A552.6 MBAug 27, 2021Download

 

If you have Windows 10:

Update audio driver

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

6.0.8924.1 Rev.A521.7 MBDec 21, 2020Download

 

Reboot and test again ...

 

best regards

---

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             ⌨️

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Karon4
Author
Level 1
8 7 0 0
Message 3 of 16
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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.  

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ub6424
Level 9
3,943 3,925 217 370
Message 4 of 16
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Hello @Karon4 

 

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

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

 

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

             ⌨️

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Karon4
Author
Level 1
8 7 0 0
Message 5 of 16
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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.

 

 

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ub6424
Level 9
3,943 3,925 217 370
Message 6 of 16
Flag Post
HP Recommended

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

             ⌨️

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Karon4
Author
Level 1
8 7 0 0
Message 7 of 16
Flag Post
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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.

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ub6424
Level 9
3,943 3,925 217 370
Message 8 of 16
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Hello @Karon4 

 

>This is really way above my pay grade.

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

 

Good luck

 

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

             ⌨️

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ub6424
Level 9
3,943 3,925 217 370
Message 9 of 16
Flag Post
HP Recommended

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

             ⌨️

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Karon4
Author
Level 1
8 7 0 0
Message 10 of 16
Flag Post
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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. 🙂

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