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JuozasLa7
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No Sound device

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HP Laptop 15-bs091ms
Microsoft Windows 10 (64-bit)

My computer is an HP Laptop 15-bs094ms S.N. [Private information removed] Product N. 2UE58UA # ABA Yesterday I installed your HP Support Assistant. She suggested I install the HP Notebook System BIOS Update F.52 After the system restart, the sound completely disappeared, the system reports that there are no speakers and headphones connected. It was normal sound before.
I don't know what to do now ???
Easy-Fix diagnostics showed absolutely no problems.
I understand that the problem is not with the drivers and that the reinstalled BIOS now does not find any audio device and microphone.
Your virtual assistant "tried" to help me, but failed - I couldn't "talk to" him. At first he knows my computer model and offers the usual steps, no one helps, then he starts asking questions again from the beginning - what computer model and so on ...
Can you offer me real help?

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KrazyToad
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@JuozasLa7

 

Welcome to HP Community

 

I have gone through your Post and would like to help

 

Please run an Audio Test from F2 Diagnostic and let me know if you hear anything

 

- Hold the power button for at least five seconds to turn off the Notebook.
- Turn on the computer and immediately press Esc repeatedly, about once every second. 
- When the menu appears, press the F2 key.
- On the main menu, click Component Tests and Audio

 

Thank you

 

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

KrazyToad
I Am An HP Employee

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JuozasLa7
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The computer speaker and microphone operate normally during the F2 test. Sorry, I can't add test log files here.

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JuozasLa7
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I only hear the sound during the test, but when OS Windows loads the situation stays the same - the system reports that there are no speakers and headphones connected and no sound.

 

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JuozasLa7
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SystemDiags.log file content:

2020-08-23 16:10:43 ================================================
2020-08-23 16:10:43 EFI System Diagnostic 7.6.2.0 Started
2020-08-23 16:10:43 Load Options =
2020-08-23 16:10:43 Console Control Protocol Not Available
2020-08-23 16:10:43 SysDiagsBiosData2011 Configuration Variable Acquired, SysDiagsBiosData2010.Version 1
2020-08-23 16:10:43 Found HP Thermal Diagnostic Protocol
2020-08-23 16:10:43 HP Thermal Diagnostic 2 Protocol Not Available
2020-08-23 16:10:43 [L]> System ID: 832A
2020-08-23 16:10:43 HP BIOS Image Interface Protocol Version 2.0
2020-08-23 16:10:43 [L]> Found 4 Processors 4 Enabled Processors
2020-08-23 16:10:43 [L]> MpService2 found Bsp at index 0
2020-08-23 16:10:43 [L]> Found 2 Absolute Pointer Protocol(s)
2020-08-23 16:10:43 [L]> Found Device path associated with Absolute Pointer Protocol.
2020-08-23 16:10:44 [L]> 0 UART device path node found.
2020-08-23 16:10:44 Found Touch Screen Device
2020-08-23 16:10:44 System Family: Consumer Notebook
2020-08-23 16:10:44 Filter Serial Port Test for SystemFamily 2
2020-08-23 16:10:44 [L]> IsThunderboltAccessProtocolPresent(): Failed to Locate Thunderbolt Protocol. (Not Found)
2020-08-23 16:10:44 Failed loading Hp Fingerprint Verify Protocol.(Not Found)
2020-08-23 16:10:44 [L]> PlatformLang reported as en-US.
2020-08-23 16:10:44 [L]> Language Selected is currently (eng).
2020-08-23 16:11:03 Initializing Drive Library.
2020-08-23 16:11:03 TscPerSecond = 0811692C0h
2020-08-23 16:11:03 [L]> Find DMAR in ACPI Table
2020-08-23 16:11:03 [L]> DMA Remap Protection is disabled
2020-08-23 16:11:03 Installed DTD ATA Commands Protocol
2020-08-23 16:11:03 Found installed DTD ATA Commands Protocol supporting Packet Commands!
2020-08-23 16:11:03 Found 1 Hard Disk Drive.
2020-08-23 16:11:03 Drive 0 SMART Supported
2020-08-23 16:11:03 AtaCommandsBindBlockIoProtocol(): Linked Block I/O Protocol (0x7C96F998) to Drive 0
2020-08-23 16:11:03 Found 1 Optical Disk Drive.
2020-08-23 16:11:03 AtaCommandsBindBlockIoProtocol(): Linked Block I/O Protocol (0x7C4C4118) to Drive 1
2020-08-23 16:11:03 2 Total ATA Commands Drives Found
2020-08-23 16:11:03 Found 1 handles supporting EFI_EXT_SCSI_PASS_THRU_PROTOCOL (143B7632-B81B-4CB7-ABD3-B625A5B9BFFE).
2020-08-23 16:11:03 SCSI device connected at Target 0x0100FFFFFFFFFFFF-FFFFFFFFFFFFFFFF Lun 0x0
2020-08-23 16:11:03 Device Node Sata(0x1,0x0,0x0).
2020-08-23 16:11:03 ExtScsiPassThruInitScsiDriveData(64720): Do not collect SCSI ODD information if DMAr is disabled.
2020-08-23 16:11:03 ExtScsiPassThruInitializeScsiDiskSupport(): ExtScsiPassThruInitScsiDriveData() failed. (Unsupported)
2020-08-23 16:11:03 No handle found supporting EFI_NVM_EXPRESS_PASS_THRU_PROTOCOL_GUID (52C78312-8EDC-4233-98F2-1A1AA5E388A5).
2020-08-23 16:11:03 No handle found supporting LEGACY_NVM_EXPRESS_PASS_THRU_PROTOCOL_GUID (EC51EF5C-2CF3-4A55-BF85-B63CA3B13F44).
2020-08-23 16:11:03 1 Total Hard Disc Drives Found
2020-08-23 16:11:03 1 Total Optical Disc Drives Found
2020-08-23 16:11:03 Found 1 Hard Disk Drives
2020-08-23 16:11:03 Found 1 Optical Disk Drives
2020-08-23 16:11:03 No handle found supporting EFI_DCPMM_CONFIG_PROTOCOL_GUID (CF2F5F1F-94B6-4C15-9CAE-AFB3BD9F2BA5).
2020-08-23 16:11:03 Failed to initialize NVDIMM modules.
2020-08-23 16:11:03 [L]> System ID: 832A
2020-08-23 16:11:03 System Model: = HP Laptop 15-bs0xx
2020-08-23 16:11:03 System SKU: = 2UE58UA#ABA
2020-08-23 16:11:03 System ID: 832A
2020-08-23 16:11:03 Type 11 OS Image: BUILDID#17WW2JST601#SABA#DABA
2020-08-23 16:11:03 BOD: 04/10/2018
2020-08-23 16:11:03 HDD 0 Type : ATA
2020-08-23 16:11:03 HDD 0 Model : ADATA SU800
2020-08-23 16:11:03 HDD 0 Firmware: Q0824B
2020-08-23 16:11:03 HDD 0 Serial: 2H4320046736
2020-08-23 16:11:03 ODD 0 Type : ATA
2020-08-23 16:11:03 ODD 0 Model : hp DVDRW GUE1N
2020-08-23 16:11:03 ODD 0 Firmware: UE00
2020-08-23 16:11:03 ODD 0 Serial: KLJH9G84319
2020-08-23 16:11:03 DIMM 0 Serial Number: A0247866
2020-08-23 16:11:03 DIMM 0 Part Number : CT8G4SFD824A.C16FBR2
2020-08-23 16:11:03 DIMM 1 Serial Number: A0247A04
2020-08-23 16:11:03 DIMM 1 Part Number : CT8G4SFD824A.C16FBR2
2020-08-23 16:11:03 BIOS Revision: F.52
2020-08-23 16:11:03 [L]> Platform Vendor ID : 0x8086
2020-08-23 16:11:03 [L]> Platform Device ID : 0x5904
2020-08-23 16:11:03 InitializeCeeLogs - No Records Found
2020-08-23 16:11:03 [L]> EFI_HP_BATTERY_CONTROL_PROTOCOL_2010 is present.
2020-08-23 16:11:03 Type 11 1 tables
2020-08-23 16:11:03 Type (000000000000000Bh), Len (0000000000000005h), Handle (000000000000001Ch), String count (0000000000000009h)
2020-08-23 16:11:03 HPBATDET: Environment Variable not found.
2020-08-23 16:11:03 BATDET: Date 9//15//2017
2020-08-23 16:11:03 BATDET: 0
2020-08-23 16:11:03 [L]> BATDET: HP
2020-08-23 16:11:03 SysDiagsGetBatterySafetyModeStatus(): Failed to get BatterySafeyMode/BatterySafeyModeStatus.
2020-08-23 16:11:03 BIOS Config Table Configure Legacy Support and Secure Boot section was not found.
2020-08-23 16:11:03 Legacy Support:
2020-08-23 16:11:03 Enable
2020-08-23 16:11:03 *Disable
2020-08-23 16:11:03 GetBIOSBootModeFromBIOSConfig(): Legacy Support is Not Enabled.
2020-08-23 16:11:03 Secure Boot:
2020-08-23 16:11:03 *Enable
2020-08-23 16:11:03 Disable
2020-08-23 16:11:03 GetBIOSBootModeFromBIOSConfig(): Secure Boot is Enabled.
2020-08-23 16:11:03 BIOS Config Table Adaptive Battery Extender section was not found.
2020-08-23 16:11:03 SaveBIOSConfigInfo: Error assigning Battery Adaptive Extender data from BIOS configuration. Status = Not Found
2020-08-23 16:11:03 BIOS Config Table Adaptive Battery Optimizer section was not found.
2020-08-23 16:11:03 BIOS Config Table DMAr Protection section was not found.
2020-08-23 16:11:03 BIOS Config Table Batt_LTemp section was not found.
2020-08-23 16:11:03 Starting Graphical System Diagnostic Menu
2020-08-23 16:11:22 [L]> Audio Controller Bus 0, Dev 31, Func 3
2020-08-23 16:11:22 [L]> Audio controller Vendor ID 0x8086
2020-08-23 16:11:22 [L]> Audio controller Device ID 0x9D71
2020-08-23 16:11:22 [L]> Audio controller Revision ID 0x21
2020-08-23 16:11:22 [L]> Audio controller Subsystem Vendor ID 0x103C
2020-08-23 16:11:22 [L]> Audio controller Subsystem Device ID 0x832A
2020-08-23 16:11:22 [L]> Audio controller Class Code 0x0403
2020-08-23 16:11:22 [W]> Unsupported codec Vendor ID 0x8086 Device ID 0x280B (ignored)
2020-08-23 16:12:11 Audio Playback Test Selected
2020-08-23 16:12:11 Estimated Total Time Required = 60s
2020-08-23 16:12:11 Wave Channel Test Started
2020-08-23 16:12:11 Start Wave Channel Test.
2020-08-23 16:12:11 [L]> Audio Controller Bus 0, Dev 31, Func 3
2020-08-23 16:12:11 [L]> Audio controller Vendor ID 0x8086
2020-08-23 16:12:11 [L]> Audio controller Device ID 0x9D71
2020-08-23 16:12:11 [L]> Audio controller Revision ID 0x21
2020-08-23 16:12:11 [L]> Audio controller Subsystem Vendor ID 0x103C
2020-08-23 16:12:11 [L]> Audio controller Subsystem Device ID 0x832A
2020-08-23 16:12:11 [L]> Audio controller Class Code 0x0403
2020-08-23 16:12:11 [W]> Unsupported codec Vendor ID 0x8086 Device ID 0x280B (ignored)
2020-08-23 16:12:11 Button Description  Speaker, 0
2020-08-23 16:12:11 [L]> Internal Speaker N/A N/A (0x0014)
2020-08-23 16:12:11 [L]> Raw Data : 0x90170110
2020-08-23 16:12:11 [L]>
2020-08-23 16:12:11 Button Description  Headphone, 1
2020-08-23 16:12:11 [L]> External Headphone Left Black (0x0021)
2020-08-23 16:12:11 [L]> Raw Data : 0x03211020
2020-08-23 16:12:11 [L]>
2020-08-23 16:12:17 Wave Channel Test Completed - Result 2
2020-08-23 16:12:17 Audio Playback Test Completed
2020-08-23 16:12:21 Audio Playback Test Selected
2020-08-23 16:12:21 Estimated Total Time Required = 60s
2020-08-23 16:12:21 Wave Channel Test Started
2020-08-23 16:12:21 Start Wave Channel Test.
2020-08-23 16:12:21 [L]> Audio Controller Bus 0, Dev 31, Func 3
2020-08-23 16:12:21 [L]> Audio controller Vendor ID 0x8086
2020-08-23 16:12:21 [L]> Audio controller Device ID 0x9D71
2020-08-23 16:12:21 [L]> Audio controller Revision ID 0x21
2020-08-23 16:12:21 [L]> Audio controller Subsystem Vendor ID 0x103C
2020-08-23 16:12:21 [L]> Audio controller Subsystem Device ID 0x832A
2020-08-23 16:12:21 [L]> Audio controller Class Code 0x0403
2020-08-23 16:12:21 [W]> Unsupported codec Vendor ID 0x8086 Device ID 0x280B (ignored)
2020-08-23 16:12:21 Button Description  Speaker, 0
2020-08-23 16:12:21 [L]> Internal Speaker N/A N/A (0x0014)
2020-08-23 16:12:21 [L]> Raw Data : 0x90170110
2020-08-23 16:12:21 [L]>
2020-08-23 16:12:21 Button Description  Headphone, 1
2020-08-23 16:12:21 [L]> External Headphone Left Black (0x0021)
2020-08-23 16:12:21 [L]> Raw Data : 0x03211020
2020-08-23 16:12:21 [L]>
2020-08-23 16:12:30 [L]> PlayWaveChannel() NumToPlayback: 0.
2020-08-23 16:12:30 [L]> Using 48K wav files...
2020-08-23 16:12:30 [L]> pPcmSubstream->JackInfo->JackPolicy is - 1
2020-08-23 16:12:30 [L]> PcmSubstream.Volume is - 13
2020-08-23 16:12:51 Wave Channel Test Completed - Result 1
2020-08-23 16:12:51 SysDiagCalculatePassID(): Test PassID 29858-75610-53854.
2020-08-23 16:13:24 Audio Playback Test Completed
2020-08-23 16:15:52 Audio Echo Record Test Selected
2020-08-23 16:15:52 Estimated Total Time Required = 180s
2020-08-23 16:15:52 Echo Record Test Started
2020-08-23 16:15:52 Start Echo Record Test.
2020-08-23 16:15:52 [L]> Audio Controller Bus 0, Dev 31, Func 3
2020-08-23 16:15:52 [L]> Audio controller Vendor ID 0x8086
2020-08-23 16:15:52 [L]> Audio controller Device ID 0x9D71
2020-08-23 16:15:52 [L]> Audio controller Revision ID 0x21
2020-08-23 16:15:52 [L]> Audio controller Subsystem Vendor ID 0x103C
2020-08-23 16:15:52 [L]> Audio controller Subsystem Device ID 0x832A
2020-08-23 16:15:52 [L]> Audio controller Class Code 0x0403
2020-08-23 16:15:52 [W]> Unsupported codec Vendor ID 0x8086 Device ID 0x280B (ignored)
2020-08-23 16:15:52 [L]> InteractiveEchoRecordTest() NumToPlay: 1.
2020-08-23 16:15:52 [L]> Using 48K wav files...
2020-08-23 16:15:52 [L]> PcmSubstreamOut.Volume is - 15
2020-08-23 16:15:52 [L]> Codec capability doesn't support input pin VRef 0x5, auto-correct to 0x0
2020-08-23 16:16:19 Echo Record Test Completed - Result 1
2020-08-23 16:16:19 SysDiagCalculatePassID(): Test PassID 29858-75613-53854.
2020-08-23 16:16:31 Estimated Total Time Required = 180s
2020-08-23 16:16:31 Echo Record Test Started
2020-08-23 16:16:31 Start Echo Record Test.
2020-08-23 16:16:31 [L]> Audio Controller Bus 0, Dev 31, Func 3
2020-08-23 16:16:31 [L]> Audio controller Vendor ID 0x8086
2020-08-23 16:16:31 [L]> Audio controller Device ID 0x9D71
2020-08-23 16:16:31 [L]> Audio controller Revision ID 0x21
2020-08-23 16:16:31 [L]> Audio controller Subsystem Vendor ID 0x103C
2020-08-23 16:16:31 [L]> Audio controller Subsystem Device ID 0x832A
2020-08-23 16:16:31 [L]> Audio controller Class Code 0x0403
2020-08-23 16:16:31 [W]> Unsupported codec Vendor ID 0x8086 Device ID 0x280B (ignored)
2020-08-23 16:16:31 [L]> InteractiveEchoRecordTest() NumToPlay: 2.
2020-08-23 16:16:31 [L]> Using 48K wav files...
2020-08-23 16:16:31 [L]> PcmSubstreamOut.Volume is - 15
2020-08-23 16:16:31 [L]> Codec capability doesn't support input pin VRef 0x5, auto-correct to 0x0
2020-08-23 16:16:51 Echo Record Test Completed - Result 1
2020-08-23 16:16:51 SysDiagCalculatePassID(): Test PassID 29858-75613-53854.
2020-08-23 16:16:57 Audio Echo Record Test Completed

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The_Fossette
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@JuozasLa7

 

I recommend you download and install the audio driver from the below link and check whether the issue is resolved.

 

https://ftp.hp.com/pub/softpaq/sp104001-104500/sp104077.exe

 

Let me know how it goes and you have a great day!

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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JuozasLa7
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Thanks for the reply The_Fossete

I downloaded your sp104077.exe file, installed it and received a Warning message:

The driver is not supported on this OS version (10.0.18362).

And nothing more is happening.

After that I still ran Setup.exe from the installation directory SP104077. The installation was successful (only very slowly), I was asked to reboot the system, then unfortunately the result is the same - system reports that there are no speakers and headphones connected.

I have a sound troubleshooting report in registry_log.txt, but I can't attach it here - a very long file.

What else could I do?

 

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Echo_Lake
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@JuozasLa7

Thank you for posting back. 

 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 


Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

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.

ECHO_LAKE
I am an HP Employee

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