No audio coming out of Spectre x360

[rstercken]

Product number 4WW36UA#ABA.

Usually waking out from sleep, no matter what you do, there is no sound coming out of the speakers or the headphones.

The Speaker/Headphone icon on the right of the taskbar seems to work fine at first, but no volume change causes any feedback sound. After a while, a red X appears next to the taskbar speaker. If clicked, a completely useless troubleshooter activates showing no avilable solution.

If the machine is restarted, the sound comes back again. That's the "solution" the support assistant's virtual assistant leads you to. ANYWAY, I don't find it an acceptable practice to restart the computer every time this happens.

The device has Win10 preinstalled and updated regularly.

No changes were done to the device prior to the fault appearance.

It happened since the first days of use.

[Jeet_singh · Accepted solution]

@rstercken,

Thank you for posting your query on HP Community,

Let's start off by Uninstalling the audio drivers from Device manager: 

Right-Click on start button> click device manager> expand sound video and game controllers>then select the sound drivers and right-click on it and uninstall the audio drivers.

Then check the box delete the software for this device.

Now restart the computer and then update the Bios, Chipset and Audio drivers on your PC from our HP support website, using this link.

Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

Once done, restart the computer and check if that works. 

Let me know how it goes for further assistance!

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

Have a great day!

[rstercken]

The fault is intermittent, so I can't be 100% sure that the fault disappeared.

I tried to reproduce the fault but in all tries the system was well behaved.

Thanks!!

[asmita6658]

@rstercken

I see that you were interacting with @Jeet_singh but he is out of the office. 

If the issue re-occurs, let us know. 

Have a great day!

[rstercken]

Hi

The problem reappeared. This time I tried more actions to find a temporary solution.

The problem:

1.

There is no sound coming out neither from speakers nor from earphones.

2.

There is a red X to the right of the speaker in the taskbar. Hovering over it you get the message:

"No Audio Output Device is installed"

3.

Troubleshooter finds nothing:

Problem found: Audio Services not responding, Not fixed

4.

All the audio-related devices in the Device Manager report "This device is working properly". These are:

Microphone Array (Intel Smart Sound Technology (Intel SST))
Driver 10.0.17763.1 (14-Sep-18)

Intel Display Audio
Driver 10.26.0.1 (4-Sep-18)

Intel Smart Sound Technology (Intel SST)
Driver 10.23.0.2214 (4-Dec-18)

Realtek Audio
Driver 6.0.1.8531 (4-Sep-18)

Temporary solution I found (besides restarting the machine):

Disable and Enable the Realtek Audio device.

Thanks

[asmita6658]

@rstercken

Try the steps mentioned in this document - HP PCs - A 'No Audio Device is installed' Message Displays

Keep me posted. 

[rstercken]

None of the steps provided in the document "HP PCs - A 'No Audio Device is installed' Message Displays" works.

Of course, except for "Use Microsoft System Restore or HP System Recovery", which I don't know if works and which I don't want to try.

The disable and enable Realtek Audio, which is obviously the faulty SW piece, continues working for me.

Regards

[Jeet_singh]

@rstercken,

In this scenario, I would personally suggest you run a test on the Audio from F2 (Please remember to capture the failure ID for further assistance).

Depending on the test results, If the test fails then this could be an issue with the possible hardware failure. 

If the test passes, I would suggest the next step would be to perform a recovery.

You may go through the steps suggested in this support document for - Performing an HP System Recovery

If for some reason, the recovery fails, then is could either be due to partition is missing or the partition is corrupted then the only option would be to perform a recovery using the recovery media. To know more about obtaining a set of recovery media, please click here

I would recommend you contact our HP support team for ordering a set of recovery media for your PC.

HP Support team can be reached on: https://support.hp.com/us-en/contact-hp?openCLC=true

Let me know how it goes for further assistance. 

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

Have a great day!

[rstercken]

Performing the  System Extensive Test, the machine passed all tests.

During the Audio component test, I heard no sound (neither testing with the built-in speakerd nor with a headset), so the test reported:

Failure ID
90AP1G-9GT9KV-MFPW3A-21QX13

Only a system rerstart solved the problem.

Regards

[Jeet_singh]

@rstercken,

As you have run the audio test from F2 which has failed, I would suggest this looks like a possible hardware failure with the PC.

You've performed the hardware test and it resulted with the failure ID – 90AP1G-9GT9KV-MFPW3A-21QX13

Here's what the ID represents: 107

Audio Failure (unspecified)

In this scenario, I would personally suggest you contact our HP support team for further assistance. 

HP Support team can be reached on this link.

I'm sure they should be able to go ahead and address your issue. Let me know if you need any further assistance!

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

Have a great day!