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HP Recommended
HP Envy Laptop 17
Microsoft Windows 10 (64-bit)

Hi,

I have spent hours going round and round with the troubleshooters and diagnostics.  Everything says its ok except for Audio Services not responding, Not fixed. I cant get the microphone to work. Also, the button on the keyboard does not work in that the light in the button doesn't respond. It is always off. Best driver is installed. 

Any help much appreciated.

9 REPLIES 9
HP Recommended

@russinna The Troubleshooting tool automatically finds and fixes many computer issues. Use it to troubleshoot microphone problems.

  1. In Windows, search for and open Control Panel.

  2. Click Troubleshooting.

  3. Under Hardware and Sound, click Troubleshoot audio recording.

    NOTE: 

    Administrator permission is required to run this program. If prompted, type the administrator password or provide confirmation.

  4. The Sound troubleshooter opens. Click Next. The troubleshooter begins checking the audio service status.

  5. Select the device you want to troubleshoot, and then click Next.

  6. Follow the on-screen instructions and make any changes suggested by the troubleshooter. When done, close the troubleshooter.

  7. If the problem persists, continue to the next step.

We may need to reset the privacy settings for the Microphone if the issue occurred after any recent windows updates:

  1. Open Settings from your start menu.
  2. Click on Privacy in order to access all your privacy settings.
  3. Select Microphone from the left pane and then click the Change button.
  4. Now, turn on the microphone for this device.
  5. Turn on Allow apps to access your microphone.
  6. Finally, in the app list, make sure to turn on microphone access for every app you want to give permission to access your microphone.
  7. Repeat the same exact steps but for your webcam this time.

If the issue persists, uninstall the microphone driver and restart to automatically install a fresh driver for the same.

  1. Open device manager, the fastest way is through the search bar:
  2. Open ‘Audio Inputs and Outputs’
  3. Left-click on your recording device.
  4. In the menu that opens up Click ‘Uninstall’.
  5. delete the driver. click apply/OK and then, restart the pc.

P.S: Welcome to HP Community 😉

 

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on the post you feel, helped you the most, 

Have a great day!

Riddle_Decipher
I am an HP Employee

HP Recommended

Hi, 

thanks for the advice.
Firstly, there is no troubleshooting when I open the Control Panel. Somehow I've found Recording Audio and run troubleshooter.
I am asked what to troubleshoot, microphone Array-Intel is already selected so I go with that, (current default device), although it does say that the connector for this device is located on the front side of the computer? then click next. When troubleshooting is completed it says Audio services not responding, not fixed. Then I can only close the troubleshooter.


I followed your second suggestion, permissions are turned on.

 

Uninstalled driver, restarted laptop, microphone still not working although the little orange light in the button on the keyboard now goes on and off.

 

Hope that all makes sense?

Many thanks,

russinna

 

HP Recommended

@russinna If none of that worked, I suggest running an extensive hardware test to identify the issue:

Install the latest version of the HP Hardware diagnostics (UEFI) on your device using this link: Click here for details

 

Hold the power button for at least five seconds to turn off the computer.

Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.

Click Extensive Test.

Click Run once, or Loop until error.

While the test is running, the time remaining and test result for each component display on the screen.

If a component fails a test, write down the failure ID (24-digit code) for when you respond back to us.

Riddle_Decipher
I am an HP Employee

HP Recommended

Hi,

I have followed the instructions, everything passed except Primary battery test couldn't be done because the battery is fully charged. No codes given.

Regards

russinna.

HP Recommended

@russinna In that case, I suggest you backup all your personal files into an external storage device and perform a system reset: click here for steps,

And also, connect an external microphone and check if that works.

Keep me posted.

Riddle_Decipher
I am an HP Employee

HP Recommended

Hi, 

I do not have an external microphone to do this.

regards

russinna. 

HP Recommended

@russinna You could connect the headset that comes along with a smartphone, if you don't have one of those either, please perform the steps mentioned in the link I shared earlier, and get back to us with the results.

Riddle_Decipher
I am an HP Employee

HP Recommended

Hi, 

I tried it with a smart phone headset and the blue line in the sound page responds when using it.

Regards

russinna.

HP Recommended

@russinna If the external microphone from the headset is working, that confirms a malfunction within the internal part and I suggest you talk to HP support and discuss your options, follow the below steps to get started:

 

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

 

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

Riddle_Decipher
I am an HP Employee

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