Need Compatible Audio Drivers

[ryan_375]

Hello, my laptop audio is not working at all and seems to be stuck on mute. I was told that I needed to reach out to the laptop manufacturer to request the compatible audio drivers specifically for this device. We tried the ones listed on the manufacturer's website, but they did not work. If you could direct me to the correct resource to obtain the audio drivers, it would be greatly appreciated. Thank you. 

[Mr_RadhaTech]

Follow these steps:

1. Press Windows + X → Device Manager.
2. Expand Sound, video and game controllers.
3. Right-click Realtek Audio (or any audio device with a warning icon) → Uninstall device.
4. If shown, tick Attempt to remove the driver for this device, then uninstall.
5. Also check Audio inputs and outputs and System devices for entries such as Intel Smart Sound Technology with warning icons.
6. Restart, then check sound. If issue remains, install the HP audio SoftPaq which I linked below and restart once more.

https://ftp.hp.com/pub/softpaq/sp140501-141000/sp140940.exe

[ryan_375]

Hello, thanks for your response and advice. Unfortunately, these steps did not work as my audio still is not working. Do you have any other suggestions? Thank you. 

[Mr_RadhaTech]

Check whether the audio works outside Windows. Open the link below, click “Diagnose PC hardware issues outside of the OS,” and watch the video to see how to run a component test:

https://support.hp.com/in-en/help/hp-pc-hardware-diagnostics

Run the audio/speaker test and check whether it works or not.

[ryan_375]

Hi, thanks for the advice. I performed the test and it passed the tests. I was able to hear the audio during the symptom test. Do you have any other advice for what my next steps should be? Thanks. 

[Mr_RadhaTech]

Then hardware is fine. Do windows repair as suggested in the microsoft article below:

https://support.microsoft.com/en-us/windows/deployment/install-upgrade/fix-issues-by-reinstalling-th...

After this, check sound. If issue remains then follow the troubleshooting article below:

https://support.microsoft.com/en-us/windows/hardware/audio/fix-sound-or-audio-problems-in-windows