Mic not working after driver update

[Purple712]

I have the full version of CCLeaner installed on this laptop and recently it recommended a driver update for my microphone, so I installed the update and now my microphone doesn't work.  When I go into Device Manager, I see two entries under Other Devices with yellow triangles on them.  One is a BT Sideband device; the other is a Digital microphone device.  Device manager says it can't find a driver for either device and the rollback option is grayed out.  I have tried uninstalling both and scanning for hardware changes to reinstall, but nothing changes.  I have been trying to work with CCleaner support.  So far they have recommended removing and reinstalling RealTek audio (which hasn't helped) and trying a system restore.  Unfortunately the only restore point available is from after the problem started.  They say they are investigating further, but the last time they told me that, they closed my ticket with no communication.

[Elohi_NR]

Hi @Purple712,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I'm sorry you're dealing with this frustrating issue with your microphone—it can be particularly stressful when recommended updates lead to hardware problems. Let’s work on getting your microphone back in working order.

• Have you tried checking HP's support website for the specific microphone or audio drivers for your laptop model?
• Does the issue persist across all applications that use the microphone, or is it limited to specific apps?
• Are you able to access sound settings to verify if the microphone is detected or set as the default input device?

Let's try these steps. 

Install the Official Drivers from HP:

• Visit the HP Support website and search for your device model (HP Pavilion x360 14 Convertible PC 14-dy2000).
• Download and install the latest Realtek Audio and Intel Smart Sound Technology (SST) drivers.

Update Drivers Using Windows Update:

• Go to Settings > Update & Security > Windows Update > Check for updates.
• Check if optional updates include drivers for the microphone or audio-related hardware.

Manually Update the Devices in Device Manager:

• Right-click on the devices with yellow triangles in Device Manager and select Update Driver.
• Choose Search automatically for updated driver software. If no drivers are found, try the Browse my computer for drivers option and navigate to the folder where HP or Realtek drivers are stored.

Use Generic Windows Drivers:

• In Device Manager, right-click the problematic device, select Update Driver, and then Let me pick from a list of available drivers on my computer.
• Select a generic audio or microphone driver from the list.

Reinstall the Audio Stack:

• Uninstall All Audio Devices:
  • In Device Manager, uninstall all audio-related devices under Sound, Video, and Game Controllers and Other Devices.
• Restart the Laptop: This forces Windows to reinstall the default drivers.
• After restarting, check if the microphone works.

If the Problem Persists:

Run the HP Hardware Diagnostics Tool:

• Restart the laptop and press Esc repeatedly, then press F2 to open HP Diagnostics.
• Test the microphone to ensure it’s not a hardware issue.

Consider a Full System Reset:

• If all else fails, backup your data and perform a system reset using the Reset this PC option in Windows.

You may also refer to this document 

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Purple712]

Hello Elohi_NR and thank you for your response.  I went to the HP Support Website as you suggested, but it told me I didn't need any updates.  I also went to Windows Update and found an optional BIOS/Firmware update, so I installed that, but it didn't make a difference.  Next, I tried updating the drivers via Search Automatically, but got a message that Windows couldn't find the drivers.  I tried searching my computer for drivers, but wasn't sure where to look and didn't find a list of generic drivers.  I went to Sound Settings and tried running the trouble-shooter there.  When I launched Zoom and tried to join a meeting, I did not get the error I had been getting about no audio device; when I tried testing the microphone in Windows, however, the result said 0% of total volume.  When I looked in Device Manager, it still said no driver for either the BT sideband device or the digital microphone device.

[Elohi_NR]

Hi @Purple712 ,

We apologize for the inconvenience. The issue seems to persist even after attempting the troubleshooting steps mentioned above.

This might require one-on-one interaction via remote assistance to fix the issue over the phone. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!