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Kourtis
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No Audio sound (a red X appears to the emoticon down right- video player -problem with shutting down

Microsoft Windows 10 (64-bit)

My computer has numerous problems which appear all of them  at the same time. For instance, it does not have sound at all and at the same time (most of the times) doesn't play videos. Accordingly, it does not shut down even if I press to... It keeps saying restart your computer and everything is fine for 1-2 days but afterwards, the same problems appear.

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No Audio sound (a red X appears to the emoticon down right- video player -problem with shutting down

Hi! @Kourtis,

 

Have you tried checking with an external speaker or headphone? Does the issue persist?

 

Please share the product number of the PC to assist you better.

 

Uninstall the audio drivers from the device manager on the PC and try updating the latest version of BIOS and audio drivers on the PC using HP support assistant.

 

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

 

Also, Make sure that Windows Audio service is started.

 

a. Click Start, type services.msc and press Enter.

b. Double-click "Windows Audio" service.

c. Click the Log On tab.

d. Click Local System account, and then click OK.

e. Right-click "Windows Audio" service, and then click Start.

f. Follow the same steps for "Windows Audio Endpoint Builder" service.

 

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 Realtek 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 Realtek 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.

 

Also, try running a system diagnostics test on 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.

 

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!

A4Apollo
I am an HP Employee

Kourtis
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No Audio sound (a red X appears to the emoticon down right- video player -problem with shutting down

My product number is 4XW10EA#ABU

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No Audio sound (a red X appears to the emoticon down right- video player -problem with shutting down

@Kourtis,

 

Did you try the steps recommended from my previous thread?

 

Please uninstall the audio drivers from the device manager and install the latest version of audio drivers and BIOS on the PC.

 

Update the BIOS on the PC using this link. Click Here

 

Also, update the audio drivers using this link. Click Here

 

 

Hope this helps!

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!

 

 

A4Apollo
I am an HP Employee

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Kourtis
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No Audio sound (a red X appears to the emoticon down right- video player -problem with shutting down

Thanks for your help but still doesn't work. I followed your recommendations but nothing changed.

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No Audio sound (a red X appears to the emoticon down right- video player -problem with shutting down

@Kourtis,

 

Thanks for the update. And since we have exhausted with all the steps. 

 

As a last resort try resetting the PC to factory settings and check if it helps.

 

Refer this article to know more information about resetting the PC back to the factory settings. Click Here

 

Take Care! 🙂

A4Apollo
I am an HP Employee

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nicegirl999
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No Audio sound (a red X appears to the emoticon down right- video player -problem with shutting down

It's not clear, on that link, which "reset" option, which is really a reload of windows, as opposed to returning to factory settings, keeps personal data and applications intact. 

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No Audio sound (a red X appears to the emoticon down right- video player -problem with shutting down

@nicegirl999,

 

You need to follow the second option from the document to reset the PC  to factory settings.

 

Use reset through the Windows Recovery Environment.

 

If you want to keep your personal files and customizations, click Keep my files, then click Reset. Your computer reinstalls the operating system and your computer restarts. You are done.

 

Hope this helps!

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!

 

 

 

A4Apollo
I am an HP Employee

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nicegirl999
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No Audio sound (a red X appears to the emoticon down right- video player -problem with shutting down

One or two more questions before I try this.

 

1. Will I need to reinstall applications, if I click "keep my files?"

2. Is there an instruction document somewhere that has more detail than the website does?

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nicegirl999
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No Audio sound (a red X appears to the emoticon down right- video player -problem with shutting down

Sorry, I have a 3rd question. Why am I selecting the second option, when the website says "If Windows 10 loads correctly, see the section titled Perform a Windows 10 system reset in Windows in this document." 

 

Windows is loading correctly on my computer, it's just that windows is unaware that I have audio hardware.

 

I'm really not thrilled about having to reinstall all my apps. If I have to do that I might as well get a new laptop. 

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