Low volume HP Envy 17 (with Bang & Olufsen sound)

[Envyu]

Hi, my HP Envy laptop is about 4 mnths young and from the start the intern speakervolume was way too low. The first 1-2 seconds in a movie (or whatever) the volume seems to be oké, then there is a slight distortion and the volume decreases to almost whispering. The same distortion is heard by a fresh system start.

I 've updated the Realtek audio driver (direct from the Win10 driver manager to 6.0.8844.1 and also from the HP site that provides an outdated version 6.0.1.8612) without any result. I've also updated the other audio drivers (Intel Display Audio, Intel Smart Sound Technologie, NVIDIA Virtual Audio Device) and deleted the Realtek device/driver and restarted the system so it installed the drivers by itself: no difference. Furthermore I installed a generic Microsoft audiodriver, updated the BIOS, ran the HP diagnostics etc etc. Windows audio troubleshooting indicates no problems. I've also read several forums and tried all kind of tips and trics but no results.

Note: alle the above mentioned audio drivers display a message like: Device INTELAUDIO \FUNC_01&VEN_10EC&DEV_0285&SUBSYS_103C85E5&REV_1000\4&31d0bdb5&0&0001 requires further installation.

I cann't find on the internet how to deal with this message.

Note: headphone plugged-in -> no problems. Plugging out leaves me full volume for 1-2 secs, slight distortion and than back to whispermode.

Please, who can help?

[praveen196]

@Envyu Welcome to HP Community!

I understand that you are facing an issue where the audio volume is very low from the internal speakers of your notebook. 

Not to worry, I will be glad to assist you. 

Have you run an audio test on your computer?

Recommend you run an audio test on your computer. Click here for assistance. 

If the audio test fails, please contact our phone support for any service options available for your computer. 

If the audio test passes, restart your computer. 

Uninstall the audio driver from the device manager. 

Delete the driver when prompted during uninstall. 

Restart your computer. 

Install the driver from this link and let me know how it goes. 

let me know how that pans out,

And the answer to the above question will help me, help you!

Keep me posted, and if any of the above questionnaires helped resolve the issue, 

Mark this post as an "Accepted Solution".
Good luck.

[Envyu]

Hi @Praveen196, thanks for your reply.

I ran the HP audiotest again and again the test passed (although the volume dropped again after 1-2 seconds).

I also downloaded the recommended driver but while extrating it reported "failed to extract cab". Nevertheless I ran the install file but that resulted in "no driver supported in this driverbundle" (translated). So .... no result.

Any other suggestions are most welcome.

[praveen196]

@Envyu

Please try to install the  Bang & Olufsen sound software one more time and check.

Please click to download the software.

https://ftp.hp.com/pub/softpaq/sp88001-88500/sp88302.exe

Please try to create a new user account and check for the issue.

Have a nice day!!

[Envyu]

Hi, thanks again for your quick reply! Great to have guys/girls like you on this community!

Unfortunately no succes. Any other suggestions?

Regards.

@HP: there seem to be a lot of audio/volume-issues with HP laptops with or without B&O. So HP, please take responsability and act according to the status of HP. Solve these issues asap.

[praveen196]

@Envyu

I understand your concerns.

We do not have the option to take the remote control and check. I would suggest you contact our phone support. They will help you.

Here is how you can get in touch with phone support.

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

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

Cheers 🙂 

[Envyu]

So I contacted HP, received a case# by email and .... deafening silence. That's it?! 😡

So many comparable audio problems on various forums, so little solutionsfrom HP.

Come on HP, you can do better than this!

[Envyu]

14 days later later .... and no contact at all!

So I called HP customersupport and was told that my case was closed!!! I was supposed to contact them on the number in their caseconfirmation. Excuse me??? There was no tel.nr. in that e-mail neither any instruction to call them, so**edited

What kind of sick businessmodel is this?

After a > 1 hour call HP started a remote session and installed/ran clear0.exe. No permanent results. Now the output from ImageDiags2 is examined by HP. So after a couple of months I'm still stuck with this issue.

I've read so many issues with B&O, Realtek and HP so there must by someone else who experienced the same audio issues. What was the solution?

Who can help??