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09-29-2022 12:40 PM
Product: HP ENVY - 17m-bw0013dx
Operating System: Microsoft Windows 11
My audio diver is the most updated and is working properly. I have done all the troubleshooting imaginable and still no fix. The issue is my computer is stuck "thinking" that I always have a headphone jack plugged into the aux port of my laptop even when there isn't anything connected. I can connect wired headphones and sound comes through them but when I disconnect them, nothing happens in the computer and it continues to play sound only through the disconnected aux port even when nothing is connected.
I have done the onboard HP audio hardware diagnostics from the power on screen and the internal speakers passed and I heard sound coming out of them!
So long story short, the problem is my computer for some reason cant "sense" that I have unplugged my wired headphones and everything else works properly.
14 REPLIES 14
09-29-2022 02:28 PM
Sorry to hear that you are having problems ... I would like to help you.
Let me check your current system configuration.
(1) Run msinfo32
- Select <System Summary>:
--->>> Copy/paste following key/value pairs:
( equals HP product number (p/n) )
(2) Start Windows <Device Manager>
- Expand <Sound, video and game controllers>
--->>> Send screenshot
(3) Please report your results
09-29-2022 04:57 PM - edited 09-29-2022 04:58 PM
Thanks for getting back to me!
OS Name: Microsoft Windows 11 Home
Version: 10.0.22621 Build 22621
System Model: HP ENVY Laptop 17m-bw0xxx
System SKU: 3WF11UA#ABA
Processor: Intel(R) Core(TM) i7-8550U CPU @ 1.80GHz, 1992 Mhz, 4 Core(s), 8 Logical Processor(s)
BIOS Version/Date: Insyde F.29, 7/4/2022
09-30-2022 04:00 AM
(1) Create Windows system <restore point>
(2) Download and install
Realtek High-Definition (HD) Audio Driver
|6.0.8656.2 Rev.H||158.4 MB||Aug 4, 2020||Download|
HP Consumer Desktop / Notebook PC ME Firmware Update
|01 Rev.A||7.7 MB||Jul 24, 2018||Download|
(3) Restart Windows
(4) Test again
(5) Please report your results
10-01-2022 02:13 AM - edited 10-01-2022 02:14 AM
(1) Download and install
HP PC Hardware Diagnostics Windows
|220.127.116.11 Rev.A||339.2 MB||Mar 10, 2022||Download|
(2) Run <HP Diagnostics for Windows>
- Perform <all> tests
- Focus on Component tests <Audio>
(3) Please report your results ( error messages, take pictures )
( if serial number, device id, UUID, System Board CT Number is displayed, please blur )
10-01-2022 12:58 PM
Ok so performing the test via the installed app you provided didnt give me the option to choose between the internal speakers and the headphone jack so it failed. Here is a picture of the test you wanted me to do.
I decided to run the HP Diagnostics from the startup menu by pressing the esc key while booting, then pressed F2 to test the audio. This one passed and I could hear the internal speakers.
10-01-2022 01:50 PM
(1) Backup <all> personal data (documents/pictures/videos etc...) to external <USB hard drive>
(2) Please reinstall your operating system !
You need to prepare bootable <USB flash drive>
HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10
Take time and read --->>> https://support.hp.com/us-en/document/ish_4511095-4511141-16
( All Software and drivers from HP are included )
Information: Your product number is supported: 3WF11UA#ABA
(3) Please report your results
10-04-2022 12:06 PM
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