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Testing_HP
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Solved!

No audio from speakers in Windows, but headphones work fine.

HP Recommended
Spectre X360
Microsoft Windows 10 (64-bit)

Hello,

 

A few weeks ago the end user stated that the audio from the speakers stopped working. I got the laptop and after debugging noted that:

1) Speakers don't work when machine is running in Windows.

2) Diagnostics accessed via F keys, and testing the Audio part works fine.

3) In Windows while the "problem" occurs, headphones plugged in work fine.

 

Since the machine is used to access a Terminal Server, I was able to re-set to factory and that still doesn't work. While Windows runs, the speakers don't. I was able to boot to Linux from a USB stick and there the audio works. 

I reloaded Windows to factory twice, 1st time from the recovery partition, 2nd time from a USB recovery disk created. Both times, even the factory Windows 10 "walk through" doesn't play from the speakers. Almost feels like the system is detecting a set of headphones and so does not have audio.

 

I loaded all three versions of audio drivers from HP's site for that machine and none worked. Have run out of ideas. Any help would be highly appreciated. 

 

Thank you.

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Testing_HP
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Hello,

 

I ended up using the "alternative fix" - Bluetooth speaker/microphone combo that can be used as Bluetooth or with a wired headphone cable provided in the box. 

 

Hope the debugging info is useful and the relatively inexpensive workaround - even though it means carrying an extra piece of equipment.

 

Thanks. 

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KrazyToad
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@Testing_HP

 

Welcome to HP Community

 

I have gone through your Post and I appreciate all your efforts and expertise in troubleshooting this issue

 

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

 

HPSA will automatically search for all the latest drivers for your Notebook

 

  1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

    Click Updates in the My notebook pane

  2. Click Check for updates and messages to scan for new updates.

     Updates list in HP Support Center

  3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

  4. Click the update name for a description, version number, and file size.

  5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

 

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

 

Keep me posted how it goes

 

Thank you and have a wonderful day 😊

 

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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Testing_HP
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Hello,

 

I went through the Support Assistant and all Windows updates. After the factory reset and both times all I get is the question in Support Assistant "Did you hear sound from the speakers?" And if I plug in headphones, Yes I get sound, if I disconnect the headphones, No. When I run the Audio Check and click Test Audio below, I hear the test music from headphones, but not from the speakers.

Testing_HP_0-1596384445097.png

And while it plays the test music the audio levels will change like normal. If I get out of this screen and get back to the F2 System Diagnostics, the Audio Playback test is successful. 

 

So we know the following:
1) Actual Audio hardware is good

2) Windows is having trouble.

 

I did one more step. Started the latest Puppy Linux from a USB stick and ran that. Most interestingly, the "Volume Control" shows Built in Audio Analog Stereo and displays "Ports". "Speakers" show "unavailable" while the Headphones show "Plugged in" while none are plugged in. However when I do plug headphones in, there is audio. 

 

So I used the same USB Puppy Linux on another HP laptop and tried the same step - here it correctly displays that there are "Speakers"  and "Headphones" are shown as "unplugged" - which is accurate. 

 

I blew the Spectre's headphones port, but that hasn't helped. I am guessing it is detecting that there are headphones plugged in, which is why I am not getting any audio from the speakers, but the BIOS diagnostics has two options - Speakers and headphones which force one or the other, so when I select the Speakers, I get proper audio. The Windows/Linux drivers are falsely-detecting that headphones are plugged in, so not allowing the speakers to work.

 

Now the greater question, how to fix it without having to send in for repair? If it came down to repair, I would probably select a set of bluetooth external speakers with microphone, since that would run about $ 30.00 versus repair.

 

Thanks in advance for any tips on how to get it to force the speakers over headphones.

 

 

 

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Testing_HP
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HP Recommended

Hello,

 

I ended up using the "alternative fix" - Bluetooth speaker/microphone combo that can be used as Bluetooth or with a wired headphone cable provided in the box. 

 

Hope the debugging info is useful and the relatively inexpensive workaround - even though it means carrying an extra piece of equipment.

 

Thanks. 

View solution in original post

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KrazyToad
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@Testing_HP

 

I'm glad you got this issue sorted out

 

Drop us a message anytime you need help

 

Thank you

KrazyToad
I Am An HP Employee

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