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09-21-2019 02:25 PM - edited 09-21-2019 02:32 PM
Product: HP ENVY x360 - 15-cn0007nn
Operating System: Microsoft Windows 10 (64-bit)
I bought this laptop before 1 month and since the beginning I have been having issues with the microphone.
When I start to speak, the sound from the microphone is not clear and there is some buzzing/distortion sound. I am talking about the laptop's internal microphone.
I've tried all of the basic and advanced steps with troubleshooting the microphone audio, but nothing has helped so far. The troubleshooter says that there are no sound issues, but clearly there is some kind of a buzzing robotic sound coming from the microphone when I speak.
Sometimes the problem is fixed by itself and the buzzing sound disappears on its own, but later it will come back again.
I am not sure if this is a software or a hardware issue.
10 REPLIES 10
09-24-2019 03:34 PM
@Edel_Weiss Welcome to HP Community!
I have a few steps to help you out:
The Troubleshooting tool automatically finds and fixes many computer issues. Use it to troubleshoot microphone problems.
In Windows, search for and open Control Panel.
Under Hardware and Sound, click Troubleshoot audio recording.
Administrator permission is required to run this program. If prompted, type the administrator password or provide confirmation.
The Sound troubleshooter opens. Click Next. The troubleshooter begins checking the audio service status.
Select the device you want to troubleshoot, and then click Next.
Follow the on-screen instructions and make any changes suggested by the troubleshooter. When done, close the troubleshooter.
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:
- Open Settings from your start menu.
- Click on Privacy in order to access all your privacy settings.
- Select Microphone from the left pane and then click the Change button.
- Now, turn on the microphone for this device.
- Turn on Allow apps to access your microphone.
- Finally, in the app list, make sure to turn on microphone access for every app you want to give permission to access your microphone.
- 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.
- Open device manager, the fastest way is through the search bar:
- Open ‘Audio Inputs and Outputs’
- Left-click on your recording device.
- In the menu that opens up Click ‘Uninstall’.
- delete the driver. click apply/OK and then, restart the pc.
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!
I am an HP Employee
09-25-2019 12:45 PM
Hello, @Riddle_Decipher, Thank you for getting back to me and for your solutions. The first two options didn't solve the issue, but uninstalling the drivers worked for me and now the internal microphone is working again without any buzzing/distortion. I will wait a couple of days to see if the issue will appear again. If the issue is solved, I will mark your reply as a solution. Otherwise I will get back to you immediately. Again, thank you for your efforts and for the provided solutions. Please check this thread again in a couple of days to see the final results.
09-26-2019 12:07 PM
Hi again, I ran the troubleshooter, but no issues were found. I checked the privacy settings from the microphone and everything is fine there. Yesterday after re-installing the driver, the microphone was working fine, but today my voice is again distorted when its picked up form the microphone. It seems that sometimes the issue disappears on its own, but other times it appears again. The issue is still not solved. Do you have any other ideas?
09-26-2019 01:34 PM
@Edel_Weiss I suggest you check with an external microphone to identify if that works fine, also, if you don't have access to one, let's run a hardware test on the same using the below steps:
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.
I am an HP Employee
01-09-2020 01:13 AM - edited 01-09-2020 01:16 AM
That is 100% what happened to me. Deleted drivers worked for one day and then issue was back.
I have a HP Envy x360. Tried a external Mic - if I try a USB mic it works fine.
But I would really like this resolved by HP or Windows. Purchased this laptop at a premium because it is small - I don't want to need to now carry a Mic with me in my bag.
01-09-2020 06:35 AM
Hello, so far no solution has been given. It works with external mic normally, but the internal microphone doesn't work and I am starting to lose patience because this has not been resolved for months.
The tip that you gave me does not work, because the system starts to do a check of everything and it says that the duration is 5 hours. I cannot be 5 hours present standing infront of the screen waiting for the tests to finish. Please give me another solution, other troubleshooters checked the system and detected no errors.
Additionally, when I want to upgrade to the newest version of BIOS through the HP Support Assistant, the laptop just crashes. The new BIOS version is not stable.
01-18-2020 04:13 AM
This is NOT a hardware issue. I'm pretty sure it's a software issue and has something to do with HP Audio Switch and Bang & Olufsen.
This is what I have discovered: Go to Control Panel -> Sound -> Recording -> Double Click on your Internal Mic -> Go to Advanced -> Make sure Audio Enhancements and everything of Exclusive Mode is checked.
Next, if you go to HP Audio Switch Bang & Olufsen and go to Input, try shutting down HP Noise Cancellation and see if it works, otherwise turn it on again and Change from My Voice to Multiple Voices or the other way around.
I've seen that if you change it, then the mic works fine for some time, but after that it bugs again and you have to change again the settings in HP Audio Switch and just try different variants until it fixes itself.
This is a SOFTWARE BUG.
01-18-2020 10:14 AM - edited 01-18-2020 11:19 AM
Hi Edel Weiss
Thank you for helping.
I did what you said at Control Panel -> Sound -> Recording -> Double Click on your Internal Mic -> Go to Advanced ...
Unfortunately that hasn't fixed the issue.
I can't find HP Audio Switch Bang & Olufsen.
Where do I find that?
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