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RoRo37 Honor Student
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No Sound - HP ENVY 15

HP ENVY 15-j171nr
Microsoft Windows 8.1 (64-bit)



When I start up my Notebook sometimes it will recognize the sound card and sometimes the Speaker Icon at the bottom of the screen will show a RED "X" with a description saying " No Audio Output Device is installed"  


I really hope someone can help with this issue, thank you very much. 


HP Support Agent
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No Sound - HP ENVY 15

Hi @RoRo37,




Thanks for posting your question in the  HP Community. :)  It is a terrific place to find answers and tips and to have the best experience in the HP forums. I understand that you have issues with audio on your computer. I’ll be delighted to assist you with this. :)


You are a valued HP customer and we appreciate you greatly for doing business with HP. :) I have reviewed the situation and it is paramount that we address your issue. Thank you for giving us the privilege to assist you on this platform. :) You’ve done awesome diagnosis also. Kudos to you for that. :)


First off, to assist you here I would require more information regarding this.

  • When did it stop working?
  • Did any software app or update cause this to happen?
  • We also need to isolate the issue to being hardware or software related.

For starters please perform a system restore to a good known working date before the issue started, if it is a recent occurrence.


Link for system restore: http://support.hp.com/us-en/document/c03327545


Subsequently, please visit these links for further assistance to try and resolve the issue.

Link 1: http://support.hp.com/us-en/product/HP-ENVY-15-Notebook-PC-series/5401187/model/6875747/document/c01...

Link 2: http://support.hp.com/us-en/product/HP-ENVY-15-Notebook-PC-series/5401187/model/6875747/document/c03...

Link 3: http://support.hp.com/us-en/product/HP-ENVY-15-Notebook-PC-series/5401187/model/6875747/document/c04...

Finally please run  complete system diagnostics on your computer from this link: http://support.hp.com/in-en/document/c03467259 Please make  note of any failure code for failed components especially when you run diagnostics on the sound card and speakers.


If all diagnostics pass, then please visit this link: http://support.hp.com/us-en/drivers/selfservice/HP-ENVY-15-Notebook-PC-series/5401187/model/6875747 and update the bios, chipset and audio drivers.

I know you are technically competent to perform all these steps. :) I request you to do it to try and correct the situation. :)


Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. :) Please reach out for any issues and I'll be there to assist you.


To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles. :)

Take care now and have a splendid week ahead. :)



I am an HP Employee

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