No Sound No Audio Device Installed and Audio Service Crashes

[Claymoore]

I believe a Windows update over the weekend is now crashing my audio service. It was working fine for the few weeks I had the laptop, then stopped working this week. Now the speaker has an X through it and says No Audio Device is Installed. I have no sound regardless of device - internal speakers, monitor speakers, bluetooth headsets or wired USB headset. I need updated drivers or another fix from HP

I am using the latest Realtek drivers from HP, version 6.0.9556.1 rev D dated 9/11/23

Removing the Realtek Audio Device and using earlier drivers does not work

I have refreshed Windows 3 times, twice from the local partition, once downloading Windows from Microsoft

The Windows Audio Service (set to Automatic) will not start. It briefly starts and the speaker icon returns, then the service crashes within a second and sound goes away again. Event viewer shows the service crashing, then restarting in a constant loop. The Audio service is set to use a Local Service account. Changing this to Local System does not fix the sound. I can't change the logon back to Local Service, hence the multiple Windows refreshes

Event viewer shows the application behind the Audio service crashing:

Faulting application name: svchost.exe_Audiosrv, version: 10.0.22621.1, time stamp: 0x6dc5c2a5
Faulting module name: audiosrv.dll, version: 10.0.22621.2361, time stamp: 0xae953554
Exception code: 0xc0000005
Fault offset: 0x0000000000063131
Faulting process id: 0x0x2EC
Faulting application start time: 0x0x1DA03A2242FE21D
Faulting application path: C:\WINDOWS\System32\svchost.exe
Faulting module path: c:\windows\system32\audiosrv.dll
Report Id: 6275d89d-ef91-4bdd-8802-a6028eb774c0
Faulting package full name:
Faulting package-relative application ID:

[Elohi_NR]

Hi @Claymoore,

Welcome to the HP Support Community. 

I'd like to help!

Splendid analysis and remarkable patience were shown. It is immensely appreciated.

This might require one-on-one interaction to fix the issue via remote assistance.  

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[Claymoore]

I worked with an HP remote support engineer and their recommendation was to perform a full factory reset from USB.

I worked through the wipe/restore process from the USB. Sound was working after refresh, although it was using an older driver. I paused Windows Update so there would be no conflicts. Sound was still working until I installed the nVidia Control Panel from the Microsoft Store. Driver crashes, service stops, no sound, and now another factory reset.

Second reset. Updates paused, not removing any software, only installed Chrome and everything was fine. I installed Zoom so I could join a meeting and the sound icon is now X'd out. Driver crashes, audio service stops and no sound again - event below.  Now I'm starting a 3rd reset from USB.

Microsoft, HP and Realtek - FIX YOUR STUFF! A month-old laptop with sound driver issues is an embarrassment.

Faulting application name: svchost.exe_Audiosrv, version: 10.0.22621.1, time stamp: 0x6dc5c2a5
Faulting module name: audiosrv.dll, version: 10.0.22621.2361, time stamp: 0xae953554
Exception code: 0xc0000005
Fault offset: 0x0000000000063131
Faulting process id: 0x0x1230
Faulting application start time: 0x0x1DA05C90F003C07
Faulting application path: C:\windows\System32\svchost.exe
Faulting module path: c:\windows\system32\audiosrv.dll
Report Id: 016d62fb-64e8-49e7-8e42-6d32700a286f
Faulting package full name:
Faulting package-relative application ID:

[Elohi_NR]

Hi @Claymoore,

Thank you for posting back. 

To get the answer to this question, we have limited support boundaries in the support community as of now.
I would request you to reach out to our phone support for further assistance. 

[Claymoore]

I did reach out to phone support last week and they were the ones who recommended the factory reset from USB

[Claymoore · Accepted solution]

Swapping my Logitech c922 webcam for a new webcam solved my crash. I'm guessing it's the microphone in the webcam plus whatever Windows Update came out that is causing the crash.

I was disconnecting devices to start the USB factory reset for the 3rd time when the sound icon returned - the service constantly attempts to restart and works for half a second before the driver crashes and it loops. I thought it might be the speakers built in to my monitor so I started testing devices. I removed my USB hub because the only thing connected was my webcam and connected that directly instead. As soon as the webcam was plugged in, the audio service crashes. It's fine with the monitor connected, fault seems to lie with the webcam.

I have a Logitech c922 ProStream webcam. Worked great for a couple of years. Worked with my previous laptop, works with my current tablet, and worked fine with this laptop until last week. I'm assuming it's something to do with the microphone conflicting with whatever Windows update and driver is out? I tried an old webcam that I had in my pile of computer stuff and no crash. I ordered a new webcam and now it's connected with no service crashes.