Microphone Record Test Failed

[Delta24]

Received a "Microphone Record Test: FAILED" along with FAILURE ID: Q8DMXD-AGJB23-GXGH4J-22LC03

Anyone know what the failure ID code means and what the fix is?

[Dilip_18]

Hi@Delta24

Welcome to the HP Support Community! I'd like to help!

I see you are experiencing Microphone issues with the HP ENVY X360 2-In-1 Laptop PC. As you have ran the Microphone Record Test and it Failed with a Failure ID. So it is a hardware issue on the Microphone. 

As we have limited support boundaries in the support community as of now. I would request you to contact our HP Support Engineers and should be able to sort this out. 

Please reach out to the HP Technical Support team in your region regarding the service/replacement options.

Follow the instructions below to reach them:  

1) Click on this link - https://support.hp.com/us-en/contact-hp 

2) Select your product type below.

3) Enter the serial of your device.  

4) Select the country from the drop-down.  

5) Select the chat or get phone number options based on your preferences.  

6) Fill the web form and proceed further.  

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

For any hardware issue or repair please click on the link Phone Assist Worldwide

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 on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day!

[Delta24]

I reached out to customer support. Originally they wanted me to send in my laptop for repair but they called me and said that was not necessary. Instead they sent me a Recover Media USB.

If it is a hardware issue as you said why was I sent a Recover Media USB as that is software?

[Dilip_18]

Hi@Delta24,

Thank you for responding, I appreciate your time and effort.

The reason for shipping the USB Recovery kit to make check if it is not a hardware issue. If there are any software glitches which might have caused the test to fail with a Failure ID. So try doing Recovery from the USB Recovery kit shipped from HP.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

[Delta24]

I did the USB Recovery and it did not fix anything.

HP customer service with the escalation team is beyond horrid. All they do is stick to their script but don't listen to the customer.

I will NEVER purchase another HP product ever again. It is obvious that following the rigidness of a warranty for a $1,000 laptop that never worked correctly from day one is worth more than retaining a customer.

I even email HP CEO and President Enrique Lores at enrique.lores@hp.com but apparently it goes to a filter for yet another escalation team.

Anyone have an actual email address for Enrique Lores that will get to his inbox? Anyone? Bueller?

[Dilip_18]

Hi@Delta24,

Thank you for responding, I appreciate your time and effort.

I sincerely apologize for the experience that you had with our customer service team. Going forward, we are going to take steps to ensure that this situation does not happen again. If the Microphone still works fine even if the test Failed then it does not need a repair.

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

[MoregonE]

Try this,

Go to Control Panel then (go to search and next to start button Type control panel hit enter)Click on Sound Icon

Click on Recording tab

Right click under where it says external microphone...
Click next to show Disabled devices

Now you should see Microphone  Array
Right click on it select enable