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Simon79
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My audio often cuts out when using bluetooth headphones

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HP ENVY x360 Laptop - 13-ay0009na
Microsoft Windows 10 (64-bit)

My audio often cuts out when using bluetooth headphones, especially when streaming audio/video. My bluetooth mouse also is much more jittery when using it than the trackpad. 

 

Product Number: 2S902EA#ABU

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praveen196
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@Simon79 Welcome to HP Community!

 

Please provide the correct product number.

 

Note: Please ensure the complete product name/number for a quicker response from the community, as we need to know what we are dealing with to provide an accurate solution: 

 

Click here for steps on finding the information we need!

 

Remember: Do not share any of your personal information such as serial, phone number, email ID, etc.

 

http://support.hp.com/us-en/document/c03754824

 

Try updating the computer, this will install the latest updates -

 

Step 1 Windows Updates -

1) In the search box, type, and open Windows Updates.

2) Check for updates.

3) If the updates are available, click on install and restart the computer.

 

Step 2 Install updates using HP Support Assistant

  1. In the search box, type, and open HP Support Assistant. 
  2. Check for updates. 
  3. If the updates are available, click on install and restart the computer.  

Note: If you do not have HP Support Assistant installed, Click here to download the same.

 

Keep us posted,

If you would like to thank us for our efforts to help you, 


Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 


Have a great day!

 

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Simon79
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HI, I've updated my post

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KrazyToad
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@Simon79

 

Have you tried the Windows and HPSA updates already?

 

Keep me posted

KrazyToad
I Am An HP Employee

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Simon79
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Hi, I downloaded a HPSA Realtek driver update that seemed to fix the issue while browsing, but now I was downloading an application and the audio cut out pretty often during that. Anything I can do to help this?

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praveen196
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@Simon79

 

I understand your concerns.

 

In that case, Please perform the system file check.

 

Please run the SFC scan. you can refer to this Link: https://support.microsoft.com/en-in/help/4026529/windows-10-using-system-file-checker

 

If the issue still persists, Please uninstall the audio drivers, update the chipset drivers, and then restart the computer. Install the audio drivers.

 

Update the BIOS.

 

Please click the below link to download the drivers.

 

https://support.hp.com/us-en/drivers

 

Have a nice day!!

 

 

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Simon79
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Hi, I've done the SFC scan, but it found nothing. Could you specify which audio drivers I need to reinstall? In the device manager I see quite a few. Thanks

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praveen196
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@Simon79

 

I understand your concerns.

 

Please click the below link to download the audio driver.

 

https://ftp.hp.com/pub/softpaq/sp105501-106000/sp105839.exe

 

Please click the below link to download the BIOS.

 

https://ftp.hp.com/pub/softpaq/sp107501-108000/sp107504.exe

 

Have a nice day!!

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Simon79
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Hi, done both, same problems. I think I'll try replacing the Realtek wifi card for an intel one

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praveen196
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@Simon79

 

Please let us know once you replace the card.

 

Have a nice day!!

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