My audio is constantly stopping

[Gil73]

Hello,

One or two months ago, after updating Windows 10, my laptop started to have a constant problem with the sound. Whenever I am watching or listening to something on my laptop the sound randomly stops working and I need to restart the laptop for it to work again. Sometimes the sound works for 1 day until it stops, other times it stops in less then 2 minutes after restarting. This affects the speakers and the headphones. It is very annoying to keep restarting the laptop every five minutes or so, and I can't seem to find a solution. 

I've tried to:

Run the audio troubleshooting tool in Windows

Hard reset

Update drivers using Windows Update and HP Support Assistant

And nothing has solved the problem. I can't figure out if it is a software or hardware problem.

Please help. Thank you

[A4Apollo]

Hi! @Gil73, Welcome to HP forums.

I understand you have audio issues with your PC.

Don't worry I'll try to help you out.

Did you make any software or hardware changes on your PC?

As you mentioned the audio stops functioning randomly on your PC.

Please try the steps recommended below.

Go to Windows Device Manager > Sound, video and game controllers section.
In the list of audio device drivers, look for IDT High-Definition Audio. This is the device driver for BeatsAudio (a little bit sneaky, wouldn’t you say?).
Right-click and select Disable. The downward arrow displays on this driver, indicating it is disabled. (NOTE: At this point, you won’t be able to play any music files.)
Right-click and select Update Driver Software.
Select Browse my computer for driver software.
Select Let me pick from a list of device drivers on my computer.
You should see a window that says Select the device driver you want to install for this hardware. NOTE: If you see a window that says something like This is the best driver for this device, exit the window and repeat steps 4, 5, and 6.
In the Model box, highlight High Definition Audio Device (this is the substitute audio device driver) and click Next.
At the Update Driver Warning window, click Yes. You should see a confirmation window with High Definition Audio Device displayed. Click Close.
In the list of audio device drivers in the Sound, video and game controllers section, you’ll notice that the High Definition Audio Device now displays instead of IDT High-Definition Audio.
At the prompt to reboot, click Yes.

If the issue still persists try the steps recommended below.

background intelligent transfer service (BITS) transfers files (downloads or uploads) between a client and server and provides progress information related to the transfers. If the BITS service is turned off, windows update may have problems delivering files to your computer.

Start the BITS service click start, and then click run.

Type services.msc in the open box and then click ok.

Right-click background intelligent transfer service, and then click properties.

On the general tab in the startup type box, click Automatic, and then click apply.

In the service status section of the properties dialog box, verify that the BITS service is started. if it is not started, click start.

Click apply, and then click ok.

Restart the computer and try to reinstall KB982381

Also, uninstall the audio drivers from device manager and install the latest audio driver on your PC using HP support assistant.

Refer this article to know more information about using HP support assistant.

If the issue still persists uninstall the audio driver from device manager and install the drivers using HP recovery manager.

Refer this article to know how to restore drivers using HP recovery manager.

If the issue still persists try running a system diagnostics test from your PC and check if the hardware components on your PC are functioning correctly.

Refer this article to know more information about running system diagnostics on your PC.

If the solution provided worked for you, please mark accepted solution for this post.

Let me know if this works!

Have a great day! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[Gil73]

Thank you very much for your help and advice.

I didn't make any software or hardware changes.

I'll try the steps recommended and I'll let you know later if it has woked

Have a nice day 🙂

[A4Apollo]

@Gil73, Thanks for your quick response and time.

I appreciate your efforts for writing back to us.

As you mentioned you will try the steps and write back to us.

Sure you can take your time and try out the steps.

If you have any concerns write back to us.

We will try our best to help you out.

Have a great day ahead!

Take Care! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[Gil73]

Hello,

I've tried a few steps already and nothing was able to fix it yet. I've now turned the BITS on to automatic and I'll proceed to reinstall KB982381. However, I can't seem to find a way of doing? How does the procedure works?

Thank you

Have a nice day!

[Raj1788]

@Gil73,

It looks like you were interacting with MrRobot, but he is out for the day & I'll be glad to help you out. 
I'm Raj1788 & I'm at your service.  

Let's try to skip the KB982381 and update as of now.

Secondly, let me know the results of the UEFI hardware test on the audio. The test needs to be run when the issue occurs. Running the hardware test when the issue is not there will not yield correct results.

Let me know How it goes!

Keep me posted.

Have a great day.

Cheers!

[Gil73]

Hi Raj1788,

Thank you for your help.

So I've ran the UEFI hardware test on the audio component while the sound was failing and it asked if I could listen any sound that it was playing. I clicked no and the result was fail with a red code: GU7C8W-6S091X-MFGJXF-21VV03.

What should be my next step?

Thank you

[sandytechy20]

@Gil73

I see that you were interacting with @Raj1788 and @A4Apollo. I'd like to help.

Thanks for the reply

I appreciate your time and effort.

As you have already tried these steps and still having the issue, I would personally suggest you contact our HP phone support for further assistance. If your product is Out of warranty then remember to choose the paid options to get the tech support number.

They might have multiple options to help you on this.

Please use the following link to create yourself a case number, then call and it may help speed up the call process:

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number and phone number appear.

They will be happy to assist you immediately.

Keep me posted for any other assistance,

Cheers