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‎04-30-2020 08:40 AM

HP Recommended
Product: HP Envy 360 15m-cn0011dx
Operating System: Microsoft Windows 10 (64-bit)

I'm experiencing sound quality issues when using my HP Envy 360 model 15m-cn0011dx with Zoom or Duo. The speaker quality is fine but all the other guests on the calls say that the microphone quality is scratchy and nearly non-understandable. I've been through the support files and I updated the audio drivers to the "Kady Lake" release from 2019 and the problem persists. I tried and external mic and the problem is still there.

I used the HP support site to download the new drivers...did I need to completely remove the previous version to make the download effective? Any help would be appreciated.

2 people had the same question
3 REPLIES 3

‎05-01-2020 04:58 PM

HP Recommended

I also have the same problem as you, and on the same model laptop.    I've been using Zoom and Skype on this machine for about 7 weeks with no issues.    Just this past week (end of April) participants listening to me said they hear very loud static whenever I speak.   Today, on Zoom,  its now worse .... the noise persists whenever I am unmuted, even if I do not speak.    I've tried all the troubleshooting advice for setup and adjusting the microphone (for Cortana setup);  nothing so far fixes this problem.       I suspect the problem is electrical in nature (not a s/w driver issue), and is probably a defective Realtec audio device.

 

HP ... Do you have any further ideas to try out  to help debug this problem??

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‎05-02-2020 07:00 AM

HP Recommended

I went back through many of the responses to earlier questions and one of the suggestions was to uninstall the microphone drivers and reinstall the HP SoftPaq SP96155. I followed the directions exactly and it solved this problem....

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‎05-02-2020 08:58 PM

HP Recommended

Before I read your reply, i went into device manager and right clicked the Realtek driver, and it reported a new driver which i installed from MS.      By the time i got to your reply... i think the problem has resolved as i tried it w/ Zoom and Skype.     But,   I also keeping your advice in my hip pocket just in case, as i also did read the same threads as you did about installing HP SoftPaq SP96155.      Thanks

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