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No Speakers or Headphones are plugged in - No Audio Device Installed (Bang and Olufsen)

HP Recommended
Pavilion 14-ce3501na
Microsoft Windows 10 (64-bit)

I have the latest sound drivers installed. I have restarted, pressed F2 and system tested the audio and it works.

Can anyone help me with why when running windows I cannot hear sound?


  • Device name LAPTOP-HV9QC9T3
  • Processor Intel(R) Core(TM) i5-1035G4 CPU @ 1.10GHz 1.50 GHz
  • Installed RAM 8.00 GB (7.78 GB usable)
  •  Bang and Olufsen Audio App
  • System type 64-bit operating system, x64-based processor
  • Pen and touch No pen or touch input is available for this display











HP Support Agent
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Hi@PendlebG, Welcome to the HP Support Community!



 Thank you for visiting the HP Forums! A great place where you can find solutions for your issues with help from the community!


I understand you have audio issues with your laptop.


Don't worry I'll try to help you out.


Did you make any software or hardware changes to your laptop?


Does the issue persist when you connect a headphone to your PC?


As you mentioned you have issues playing audio from your laptop.


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 IDT 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 the 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.

Is the loudness equalization off? If not, please:
Right, click the speaker icon
select 'Playback Devices'. 
Highlight the default device
Click Properties
Click Enhancements tab
Next to 'Loudness Equalization' take out the check mark in the box.
Click Apply
Click OK


Also, uninstall the audio driver from the device manager and update the driver and BIOS using the link below.


Link to update the audio drivers.


Also, update the BIOS using this link.


You can update other drivers on your PC using an HP support assistant.


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


If the issue still persists after trying out the steps try installing the drivers using HP recovery manager.


Refer to this article to know how to restore drivers using HP recovery manager.


If you have tried all the steps and if the issue persists.


It is certainly a hardware issue with your laptop, please contact HP support for service options.


Link to contact HP.



Hope this helps! Keep me posted. 


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!

Have a great day! 

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