No audio again. Previous guidance did not work this time

[JS10111]

Hello again. I have had loss of audio (no speaker device) problem a number of times since 25H2 update in November. With the help of your team, I have been able to restore the Realtek speakers. This has happened after each monthly Windows update but recently, my laptop froze and then restarted. The dreaded speaker icon with cross re-appeared and I had no sound. I noticed that some new apps had been installed that day, by  the way. Looking at device manager, the Intel High Definition Audio device had re-appeared under Other devices with code 28. The Realtek Audio device was now a hidden device in the Sound Video and Game controller heading with code 45. The RealTek Microphone array has not been affected, by the way. I have tried the previous advice including uninstalling the RealTek (including drivers) and downloading and re-installing the RealTek drivers from the HP website (sp158728); updating the BIOS to the latest version (from optional driver updates); doing a hard restart and the resetting BIOS to default settings. Although this has worked in the past, this did not this time and so still have no sound. I have done the hardwire (F2) audio test which was successful so the laptop speakers still work. 

The Intel High Definition Audio device keeps re-appearing with code 28 during the above process. I have noticed when the speakers are working - and the speaker icon is uncrossed, that the Intel High Audio Definition is not shown in the device manager and is only visible when hidden devices is ticked. Even though the speakers would be working, the Intel High Definition Audio would be shown with code 45. Does this mean that this device is not used with the Realtek speakers.?

Apologies for the long email. Help would be gratefully received. Thanks.

[Deep_World]

Hi @JS10111,
 
Welcome to the HP Support Community!

Thanks for reaching out!

I Understand your concern about the audio disappear again after updates, especially when previous fixes worked before. I really appreciate the effort you’ve already put in with driver reinstalls, BIOS updates, and hardware tests. 

Here are a few  steps you can try:

1. Remove Intel Audio device: In Device Manager, right‑click the Intel High Definition Audio device under “Other devices” and uninstall it. Then restart the laptop to see if Windows re‑associates the Realtek driver correctly.
2. Force Realtek as default: Go to Sound settings → Output → ensure “Realtek Audio” is selected as the default device. Sometimes Windows Update resets this.
3. Run HP Support Assistant: Use HP Support Assistant to scan for driver updates. It often provides the most stable Realtek package for your specific model.
4. Disable automatic driver updates: Temporarily stop Windows from automatically replacing the Realtek driver with Intel’s generic one. This can prevent the conflict from recurring.
   
   From what you described, yes  the Intel High Definition Audio device is not used for your Realtek speakers. When it shows with code 45 (device not connected), it’s temporarily inactive. The Realtek driver is the one that actually drives your laptop’s speakers and microphone array.

I hope this helps.

[JS10111]

Thank you very much Deep_World.

I uninstalled the Intel Audio Device - which I had done previously, and had not worked last time. Then went to HPSupport and when I clicked drivers update, a dialogue box popped up saying need to restart to finish updates. The two buttons did not do anything so restarted via Windows button. Lo and behold, the Realtek speakers and audio had been restored.

Must have been your email! Or perhaps waiting a bit before restarting?

On a related note, could you advise on how I can temporaily  Disable automatic driver updates as you suggested  to stop updates causing the problem I have been having with update?

Thank you again.

[Deep_World · Accepted solution]

Hi @JS10111,
 

Thanks for your response and I’m glad to hear your Realtek audio is working again after the restart and HP Support Assistant update. 

To help prevent Windows Update from automatically reinstalling the Intel driver, Kindly follow the below steps on how to temporarily disable automatic driver updates in Windows.

01.Open System Properties

Press  Win + R → type sysdm.cpl → Enter - This opens the System Properties window

Navigate to the Hardware tab

02.Access Device Installation Settings

Click Device Installation Settings

A dialog box will appear asking if you want Windows to download drivers

03.Select 'No' Option

Prevents Auto Updates

Disabling this stops Windows Update from replacing your Realtek driver.

Choose No (your device might not work as expected)

Click Save Changes

04.Restart Your PC

Restart ensures the new setting takes effect.

Close all windows

Restart your computer

Verify Realtek remains the default audio device

This will stop Windows from automatically pushing generic drivers that conflict with Realtek. If you later want Windows to resume automatic driver updates, you can repeat the steps and select Yes in Device Installation Settings.

I hope this helps.