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bronzeager
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Solved!

Irregular issues with sound

HP Recommended
Notebook 14-dk0021
Microsoft Windows 10 (64-bit)

Hi!

I guess it started after some system update.

It's a 5 months old computer and it seems like the sound button is missing the contact. It turns on/off after some seconds or not at all. Moreover, I cannot hear the sound from the speakers (or phones connected through aux) most of the time, though headset connected through BT works fine.

When I click the mute button, sound icon do appear on the screen, but the light does not switch. It neither does what it's supposed to do (turning the sound on and off).

But other seldom times everything is fine.

 

What could be the problem?

 

Thank you in advance,

bronzeager

1 ACCEPTED SOLUTION

Accepted Solutions
TEJ1602
HP Support Agent
HP Support Agent
18,899 18,877 1,561 1,572
Message 2 of 4
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@bronzeager, Welcome to HP Support Community!

 

I understand you have sound issues on the PC. Let us try the steps below-

 

The audio troubleshooter might be able to fix audio problems automatically.

To run the troubleshooter

  1. In the search box on the taskbar, type audio troubleshooter, select Fix and find problems with playing sound from the results, then select Next.
  2. Select the device you want to troubleshoot and then continue through the troubleshooter. 

You can also launch the troubleshooter from audio Settings. Select Start  > Settings > System  > Sound  > Troubleshoot.

If running the troubleshooter doesn't help, continue to the next tip.

 

Check for updates

  1. Select Start  > Settings  > Update & Security  > Windows Update   > Check for updates.
  2. Do one of the following:
    • If the status says "You're up to date, go to the next tip. 
    • If the status says "Updates are available," select Install now
  3.  Select the updates you want to install, then select Install.
  4.  Restart your PC and see if your sound is working properly.

If that didn't solve your problem, continue to the next tip.

 

Hardware problems can be caused by outdated or malfunctioning drivers. Make sure your audio driver is up to date and update it if needed. If that doesn't work, try uninstalling the audio driver (it will reinstall automatically). If that doesn't work, try using the generic audio driver that comes with Windows. If you're having audio issues after installing updates, try rolling back your audio driver.

To update your audio driver automatically

  1. In the search box on the taskbar, type device manager, then select it from the results.
  2. Select the arrow next to Sound, video and game controllers to expand it.
  3. Right-click the listing for your sound card or audio device, such as headphones or speakers, select Update driver, then select Search automatically for updated driver software. Follow the instructions to complete the update.

If Windows doesn't find a new driver, look for one on the device manufacturer's website and follow those instructions. If that doesn't work, try uninstalling your audio driver.

To uninstall your audio driver

  1. In the search box on the taskbar, type device manager, then select it from the results.
  2. Select the arrow next to Sound, video and game controllers to expand it.
  3. Right-click the listing for your sound card or audio device, select Uninstall device, select the Delete the driver software for this device check box, and then select Uninstall.
  4. Restart your PC.
    • Note: Be sure to save documents and any other current work before you restart.
    • This restart will automatically prompt your PC to reinstall your audio driver.
    • To restart, select Start  > Power  > Restart .

If those options didn’t work, try using the generic audio driver that comes with Windows.

To use the generic audio driver that comes with Windows

  1. In the search box on the taskbar, type device manager, then select it from the results.
  2. Select the arrow next to Sound, video and game controllers to expand it.
  3. Right-click the listing for your sound card or audio device, then select Update driver Browse my computer for driver software Let me pick from a list of device drivers on my computer.
  4. Select the audio device whose driver you want to update, select Next, and follow the instructions to install it.

If these steps didn't solve your audio issue, visit the HP website and install the most recent audio/sound drivers for your device. 

 

If your audio was working before you run Windows Update and now isn’t working, try rolling back your audio driver.

  1. In the search box on the taskbar, type device manager, then select it from the results.
  2. Select the arrow next to Sound, video and game controllers to expand it.
  3. Right-click the listing for your sound card or audio device, then select Properties.
  4. Select the Driver tab, then select Roll Back Driver.
  5. Read and follow the instructions and then select Yes if you want to roll back your audio driver.

If rolling back your audio driver didn't work or wasn't an option, you can try to restore your PC from a system restore point.

 

When Microsoft installs updates on your system, we create a system restore point in case problems arise. Try restoring from that point and see if that fixes your sound problems. For more info, see "Restore from a system restore point" in Recovery options in Windows 10(This is a third-party link. Please do not click on any ad, image, download, popup or link or anywhere else as this is a third-party link meant only for viewing information).

 

 

Hope this helps! Keep me posted. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

 

TEJ1602
I am an HP Employee

View solution in original post

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TEJ1602
HP Support Agent
HP Support Agent
18,899 18,877 1,561 1,572
Message 2 of 4
Flag Post
HP Recommended

@bronzeager, Welcome to HP Support Community!

 

I understand you have sound issues on the PC. Let us try the steps below-

 

The audio troubleshooter might be able to fix audio problems automatically.

To run the troubleshooter

  1. In the search box on the taskbar, type audio troubleshooter, select Fix and find problems with playing sound from the results, then select Next.
  2. Select the device you want to troubleshoot and then continue through the troubleshooter. 

You can also launch the troubleshooter from audio Settings. Select Start  > Settings > System  > Sound  > Troubleshoot.

If running the troubleshooter doesn't help, continue to the next tip.

 

Check for updates

  1. Select Start  > Settings  > Update & Security  > Windows Update   > Check for updates.
  2. Do one of the following:
    • If the status says "You're up to date, go to the next tip. 
    • If the status says "Updates are available," select Install now
  3.  Select the updates you want to install, then select Install.
  4.  Restart your PC and see if your sound is working properly.

If that didn't solve your problem, continue to the next tip.

 

Hardware problems can be caused by outdated or malfunctioning drivers. Make sure your audio driver is up to date and update it if needed. If that doesn't work, try uninstalling the audio driver (it will reinstall automatically). If that doesn't work, try using the generic audio driver that comes with Windows. If you're having audio issues after installing updates, try rolling back your audio driver.

To update your audio driver automatically

  1. In the search box on the taskbar, type device manager, then select it from the results.
  2. Select the arrow next to Sound, video and game controllers to expand it.
  3. Right-click the listing for your sound card or audio device, such as headphones or speakers, select Update driver, then select Search automatically for updated driver software. Follow the instructions to complete the update.

If Windows doesn't find a new driver, look for one on the device manufacturer's website and follow those instructions. If that doesn't work, try uninstalling your audio driver.

To uninstall your audio driver

  1. In the search box on the taskbar, type device manager, then select it from the results.
  2. Select the arrow next to Sound, video and game controllers to expand it.
  3. Right-click the listing for your sound card or audio device, select Uninstall device, select the Delete the driver software for this device check box, and then select Uninstall.
  4. Restart your PC.
    • Note: Be sure to save documents and any other current work before you restart.
    • This restart will automatically prompt your PC to reinstall your audio driver.
    • To restart, select Start  > Power  > Restart .

If those options didn’t work, try using the generic audio driver that comes with Windows.

To use the generic audio driver that comes with Windows

  1. In the search box on the taskbar, type device manager, then select it from the results.
  2. Select the arrow next to Sound, video and game controllers to expand it.
  3. Right-click the listing for your sound card or audio device, then select Update driver Browse my computer for driver software Let me pick from a list of device drivers on my computer.
  4. Select the audio device whose driver you want to update, select Next, and follow the instructions to install it.

If these steps didn't solve your audio issue, visit the HP website and install the most recent audio/sound drivers for your device. 

 

If your audio was working before you run Windows Update and now isn’t working, try rolling back your audio driver.

  1. In the search box on the taskbar, type device manager, then select it from the results.
  2. Select the arrow next to Sound, video and game controllers to expand it.
  3. Right-click the listing for your sound card or audio device, then select Properties.
  4. Select the Driver tab, then select Roll Back Driver.
  5. Read and follow the instructions and then select Yes if you want to roll back your audio driver.

If rolling back your audio driver didn't work or wasn't an option, you can try to restore your PC from a system restore point.

 

When Microsoft installs updates on your system, we create a system restore point in case problems arise. Try restoring from that point and see if that fixes your sound problems. For more info, see "Restore from a system restore point" in Recovery options in Windows 10(This is a third-party link. Please do not click on any ad, image, download, popup or link or anywhere else as this is a third-party link meant only for viewing information).

 

 

Hope this helps! Keep me posted. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

 

TEJ1602
I am an HP Employee

View solution in original post

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bronzeager
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Thank you very much for the help!

Saved a couple of hours contacting the local support dudes.

 

I had forgotten to mension the issues that had occured with the mic as well. It just didn't work, though the trouble shooter didn't shoot anything.

I had no idea that outdated audio drivers could cause such issues.

 

Thanks again -

bronzeager

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Riddle_Decipher
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@bronzeager That's awesome, I'm glad it worked,

Remember, if you ever need help related to your HP device,

We'll be right here and happy to help, take care and have an awesome day, ahead.

Riddle_Decipher
I am an HP Employee

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