No Realtek High Definition Speakers or 24 bit 192000HZ Default Sample for Speakers

[AndrewAP]

Dear HP,

I am having sound quality issues with my new OMEN17. I have run all the diagnostics and I have everything maxed out in the Omen Audio Control but sound quality from the speaker is lacking still. I have also installed the latest drivers.

More specifically:

1) There is no device 'Realtek High Definition Speaker'. There's only a 'Realtek Audio Speaker'. 

2) When I enter the Speaker Properties -> Advanced -> Default Format, there is no option from the drop down menu for 24bit 192000Hz sound. 

3) When I plug in the headphones, the sound is of a much better quality and can be set to extremely high/loud levels (good thing). But this loudness does not happen with the speakers!

Can you provide any assistance, please?

Many thanks!

[Echo_Lake]

@AndrewAP
Thank you for posting on the HP Support Community. 

Don't worry as I'll be glad to help,  I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Windows Update and HP Support Assistant: ( do not skip any troubleshooting steps if you feel steps are repeating ) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

1. To open HP Support Assistant, double-click the HP Support Assistant icon .
2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
3. Click Check for updates and messages to scan for new updates.
4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
5. Click the update name for a description, version number, and file size.
6. Select the box next to any updates you want to install, and then click Download and install.

Use the troubleshooting tool in Windows:

The audio troubleshooting tool in Windows can automatically fix common audio recording and audio playback problems with your computer. Run the troubleshooting tool using the following steps:

• In Windows, type find and fix audio into Search, or right-click the speaker icon  in the taskbar and select Troubleshoot sound problems.
• Select Find and fix audio playback problems or Find and fix audio recording problems from the Search results.
• Click Next.
• Select the device you want to troubleshoot and click Next.
• Wait while the troubleshooter detects problems and makes changes (or prompts you to make changes).
• When the troubleshooter is done, the Troubleshooting has completed page is displayed, listing any problems found and what changes were made to the computer.
• Click Close.
• If a recommended action is displayed, select Apply this fix.

Restoring the audio driver in HP Recovery Manager:

1. In Windows, search for and open Recovery Manager.
2. Click Reinstall drivers and/or applications.
3. Select the audio driver in the list, and then click Install.
4. Wait for the driver to reinstall. When the installation is complete, click OK.
5. Close HP Recovery Manager and then restart your computer.
6. Test for sound. If the audio problem persists after reinstalling the driver, try updating the driver using Device Manager.

Updating the audio driver using Device Manager:

Make sure the audio device is enabled and then update the audio driver using Device Manager as follows:

1. In Windows, search for and open Device Manager.
2. Double-click Sound, video and game controllers.
3. If a sound device is listed with a down arrow, the device is disabled. Right-click the sound device name and select Enable to re-enable the device.
4. With the sound device enabled, right-click the sound device and select Update Driver Software.
5. Click Search automatically for updated driver software.
6. Windows checks for and installs any updated drivers found. The window displays whether the computer already has the latest available driver or if Windows was able to successfully update the audio driver.
7. If a window opens asking you to restart the computer, restart the computer.
8. Test for sound. If the audio problem persists after updating the driver, continue to the next step.

If you completed these steps and the latest driver was already installed, use the following steps to uninstall and then reinstall the driver:

1. In Windows, search for and open Device Manager.
2. Double-click Sound, video and game controllers.
3. Right-click the sound device and select Uninstall.
4. Restart the computer to reinstall the driver.
5. Test for sound. If the audio problem persists after reinstalling the driver, continue to the next step.

BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[AndrewAP]

Dear Echo_Lake,

Thank you for your reply. Regarding your recommendations:

1) I have run the Windows Update. There were no updates available. Everything is up to date. (I did this step before my post too).

2) I opened the HP Support Assistant which updated to the latest version. I ran the Check for Updates via the Software & Drivers menu. The Support Assistant says that my laptop's status is "Up-to-date." When I close this menu, and return to the My Notebook menu, the icon for Software & Drivers writes "System updated - updates available." When I check it again, there are no updates.

3) I have troubleshooted with Windows. The device I select is 'Realtek (R) Audio (Current Default Device) No Jack Information Available." After I troubleshoot, Windows asks me to disable "audio enhancements" in the speaker properties, which I do to the severe detriment of the sound quality (much quieter even at max volume). I would like to point out that in the Speaker Properties, there is on LR Analogue Jack and the Default Sample rate is available for 16 or 24 bit 48000Hz only. Also, I did this step before posting here as well.

4) I cannot locate the Recovery Manager. Windows only has Recovery options. The options there involve only reinstalling Windows.

.

5) Going to the Device Manager to update the drivers, the result I get is that 'the best drivers are already installed.' I then click on check on windows update for updated drivers and there are no driver updates. In my System Information, the driver installed is 8.0.8726.1. Strangely enough here the audio device mentioned is Realtek High Definition Audio status OK. There are other Sound Devices such as NVidia High Definition Audio, Intel SST, and NVidia Virtual Audio Device (WDM). 

6) I have uninstalled the driver and restarted the laptop. No change.

7) I have updated the BIOS. No change.

There is still no option for 24bit 192000Hz sound. My benchmark is 4 year old MSI GE72 6QF Apache Pro. This old laptop has a much fuller sound (more bass?) and plays music louder when placed next to each with the same music sample. I tested it using a Db meter. Finally, this laptop has 24bit 192000Hz  available in the speaker properties.

If there is anything else I can do, please let me know. Thank you for your time!

[Echo_Lake]

@AndrewAP

Thank you for posting back. 

Let's try driver rollback:

1. Open Device Manager. ...
2. In Device Manager, locate the device that you want to roll back the driver for. ... ( in this case, it going to be Audio drivers ) 
3. After finding the hardware you're rolling back the driver for, tap-and-hold or right-click on the device's name or icon and choose Properties. ...
4. Select the Driver tab.
5. Select the Roll Back Driver button.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[AndrewAP]

Dear Echo_Lake,

Thank you for your reply.

Unfortunately, the Roll-back driver button is greyed out and unclickable for me.

I guess we're stuck! Any other potential solutions?

Should I be using some other audio device from the ones I mentioned?

Thank you for your time.