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Maggie2163
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Solved!

Loss of audio

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Following recent HP updates I now have no audio on my HP laptop 15. Troubleshooting says there is no problem.

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DavidPK
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@Maggie2163 

 

That's fine :generic:

 

Try the following.

 

Download the Realtek HD Audio installer on the link below and save it to your Downloads folder.

 

https://ftp.hp.com/pub/softpaq/sp86501-87000/sp86991.exe

 

When done, hold down the Windows key and press R

 

Into the Run window, type devmgmt.msc and hit enter.

 

In Device Manager, expand Sound, Video and Game Controllers.  Right click the Realtek device and select Uninstall - you should also get a prompt to remove the current driver, tick the box to allow this and then proceed with the uninstall.

 

When complete, download and reinstall the Chipset driver on the following link.

 

https://ftp.hp.com/pub/softpaq/sp92501-93000/sp92813.exe

 

When the Chipset reinstallation has completed, restart the notebook.

 

When windows has reloaded, open your Downloads folder, right click on the Realtek installer and select 'Run as Administrator' to start the installation.  When this has completed, restart the notebook and let windows fully load for a few minutes before checking.

 

Regards,

 

DP-K

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DavidPK
Level 18
49,520 46,804 9,902 16,894
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@Maggie2163 

 

Can you post back with the full Model No. and Product No. of your notebook - you can usually get this by holding down the fn key and pressing esc, otherwise see Here for a guide on locating this information.

 

Regards,

 

DP-K

---------------------------------------------------------------------------

****Click the White thumb to say thanks****
****Please mark Accept As Solution if it solves your problem****
****I don't work for HP****


Windows Insider MVP

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Maggie2163
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Hi 

 

This is what I've found,

 

Product name : HP Laptop 15-da0xxx

Product number : 4XU96EA#ABU

 

Is that what you need?

Thanks

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DavidPK
Level 18
49,520 46,804 9,902 16,894
Message 4 of 5
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@Maggie2163 

 

That's fine :generic:

 

Try the following.

 

Download the Realtek HD Audio installer on the link below and save it to your Downloads folder.

 

https://ftp.hp.com/pub/softpaq/sp86501-87000/sp86991.exe

 

When done, hold down the Windows key and press R

 

Into the Run window, type devmgmt.msc and hit enter.

 

In Device Manager, expand Sound, Video and Game Controllers.  Right click the Realtek device and select Uninstall - you should also get a prompt to remove the current driver, tick the box to allow this and then proceed with the uninstall.

 

When complete, download and reinstall the Chipset driver on the following link.

 

https://ftp.hp.com/pub/softpaq/sp92501-93000/sp92813.exe

 

When the Chipset reinstallation has completed, restart the notebook.

 

When windows has reloaded, open your Downloads folder, right click on the Realtek installer and select 'Run as Administrator' to start the installation.  When this has completed, restart the notebook and let windows fully load for a few minutes before checking.

 

Regards,

 

DP-K

---------------------------------------------------------------------------

****Click the White thumb to say thanks****
****Please mark Accept As Solution if it solves your problem****
****I don't work for HP****


Windows Insider MVP

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Maggie2163
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Many thanks for this David. I struggled a bit on the last part as I couldn't figure out how to 'run as administrator' as it didn't seem to be giving me that selection. But no matter I somehow or other got it to work and now have audio again.

 

Thanks again for your help.

Regards

Maggie.

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