Mute button stuck "on" - no sound

[anja_beth]

When I jut opened my computer, the mute button on the keyboard was stuck in the "on" position - ie the light is red. If I push the button, it does not change. Also, the sound menu shows up on my screen (see screenshot - upper left hand corner). I can drag the volume up on the screen and hear sound for a few seconds, but then it goes right back down to the "X" shown - so if I drag it up to 30, I can hear for a bit, but then I physically see the menu drop down from 30 to 28 to 26 all the way down to 0. Tried uninstalling my sound card in Device Manager and restarting, but that didn't work. Any ideas? This is incredibly frustrating. 

[DavidPK]

Hi,

Can you post back with the full Model No. and Product No. of your x360 series 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

[anja_beth]

Here's the product info:

Product number:L0Q51UA#ABA
Serial number:[Personal Information Removed]

I think I've determined that it's a hardware issue - I can turn the volume on in tablet mode (with the keyboard disabled) but not in laptop mode. I'm thinking that my "volume down" button (f9) is somehow stuck in the "down" position, because I can turn the volume up with f10 but it just slides right back down as soon as I let go. I tried going into my BIOS settings and making it so that I can only use my f keys with the fn key, but that didn't solve the problem (I thought it might fix it even if the f9 key was stuck down because the fn key wouldn't be stuck down, but no luck). Would really like to solve this if possible without having to send it in for repairs, I'm a student and can't afford to be without my laptop for a week. 

[DavidPK]

Hi,

My first thoughts, given your description of the issue, was that it may well be a hardware problem - however, try the following.

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

http://ftp.hp.com/pub/softpaq/sp74001-74500/sp74372.exe

When done, hold down the Windows key and press R

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

In the Device Manager window, 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.

http://ftp.hp.com/pub/softpaq/sp72001-72500/sp72025.exe

When the reinstallation has completed, do not restart as prompted, instead, download and reinstall the HP System Event Utility on the link below.

http://ftp.hp.com/pub/softpaq/sp73001-73500/sp73248.exe

When this has completed, shutdown the notebook.

Unplug the AC Adapter and then hold down the Power button continuously for 15 seconds.

Tap away at the esc key as you start the notebook to launch the Start-up Menu and then select f10 to enter the bios menu.  Press f9 to load the defaults ( this is sometimes f5, but the menu at the bottom will show the correct key ), use the arrow keys to select 'Yes' and hit enter.  Press f10 to save the setting and again use the arrow keys to select 'Yes' and hit enter.

When windows has reloaded, open your Downloads folder, right click on the Realtek Audio 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.

If the issue is still present, it would look like a hardware problem.

Regards,

DP-K

[anja_beth]

Thank you! I tried your steps, and I think I might be able to fix the problem, but I need a little more help. I tried the "run as administrator" and install of the Realtek device, and when I restarted, my mute button is no longer stuck "on" (the light is off), but my volume still does the same thing when I use f10 volume up - it will go up and work as long as I'm holding the button, but slide right back down when I let go.

When I initially started up the computer, it looked like this

saying "no audio output device is installed", and then it prompted me to install the Realtek device (though I'd already done that)

I tried that (installing again and restarting) but the same thing happened - no audio device installed, the prompt to install the Realtek device again.

This time I hit "cancel" because it wasn't seeming to work, and now it looks again like it did before - volume slider in the upper left-hand corner, X on the volume in the bottom menu bar. However, my mute button is no longer lit up. (see red circles in screenshot below)

Thank you so much for the help!

[anja_beth]

Update: tried installing the Realtek device again, and upon restart I got this message

And then the same installation prompt that I got the first time - it says it completes the first two steps (the uninstallation), and then upon restart it thinks it still has to uninstall, rather than automatically starting the audio install. I'm guessing this is user error somewhere along the way, but I'm not sure where I went wrong.

[DavidPK]

Hi,

If the button is still behaving in the same way, then it would look like more of a hardware issue - there is an earlier version of the Realtek software package on the link below you could try.

http://ftp.hp.com/pub/softpaq/sp73501-74000/sp73936.exe

Regards,

DP-K

[Pamfil_Mardare]

hi!

i have a  13-a100nq with exactly the same problem.

Have you managed to fix it in any way?

I've reinstalled windows, back to factory state, bios update and lost many hours on web trying to find a solution.

Nothing worked.

If it's a known HP problem, maybe they will give us a solution...

Thanks!

[Sulpicia3]

I am having the exact same problem. I have tried uninstalling and reinstalling all the drivers and none of it works. If anyone has more advice, that would be great. I have looked elsehwere on these forums and none of the  so-called solutions work in the slightest. I also have tried all of my own methods of troubleshooting as well as the HP virtual assistant. My mom just got the same computer and is having a related (although slightly different) issue with her sound. I have a feeling that the Spectre sound systems are really poorly designed. 

[Pamfil_Mardare]

Hi.

the problem is not software or hardware... or a little bit hardware 🙂

The side volume button si somehow stuck on the inside.

You'll have to disassemble the laptop and check for a cable or other component that keeps the button pushed.

I've lost a lot of time disabling components, installing drivers, reinstalling OS.. nothing worked.

Follow  the procedure with a service manual or a youtube video for a proper disassembly.

Enjoy!