No audio output device is installed

[Crivensie]

We use this laptop (product no P1E12EA#ABU) as a media player really, and it did it's job plugged into a TV via HDMI until recently when the latest Windows update automatically installed (Creators fall update) a week or so back. At the time it updated apparently successfully. It then told me that it was running out of space, and was it ok to remove the old Windows backup (really low resources with only 32gb HDD). It was late at night, it looked ok, so I agreed.

Then I noticed the sound didn't work, a red X next to the speaker icon, and the message "No audio output device is installed" when I hover over it. No sound devices can be found, either through HDMI or the actual laptop speakers themselves (B&O).

I've scoured the web for any advice, followed a ton of it with no success, and even went to the HP support service on Messenger. They sent me through the usual load of steps, including updating the BIOS, installing drivers (some drivers more than once etc), and running the diagnosis tool (beeped at me, and passed audio test), before they decided it was a hardware issue (strange considering it worked immediately before Windows update and their own diagnosis tool said it worked), and I should contact their phone support for service options. Typically my warranty ran out like 2 months ago, plus I'm pretty sure they will repeat the same rubbish steps on a premium phone line.

Also note that in device driver I can see "Intel(R) Atom(TM)/Celeron(R)/Pentium(R) Processor Low Power Engine Audio - Host Bridge - 0F28" has a problem, and can't load drivers (err31). Can't seem to get drivers to fix it...

So, any advice here? Note I saw the same problem on this forum suggested going into the BIOS, and resetting an audio option. I've checked, both before and after a BIOS update, and the option doesn't exist for my laptop.

Until then I'm going to download Linux on a stick, boot it up, and see if that works. Just incase by some amazing coincidence my hardware has fried at the exact time of a major Windows update.

[Crivensie]

So we updated the drivers in device manager for "Intel(R) Atom(TM)/Celeron(R)/Pentium(R) Processor Low Power Engine Audio - Host Bridge - 0F28", and the red cross went away, and it detected "Intel SST Audio device  (WDM)" as the speakers.

However, it fails to still play any sound. Using the "Test" button for the speakers, it says "Failed to play test tone". 

We then tried updating the Realex drivers, using the program supplied by HP through Messenger (multiple reboots etc). Still no joy. Even removing the devices in Device manager, rebooting, and then running the drivers (as admin) failed to make a difference.

Also, the B&O Play program originally had no details on the Volume tab (and no recording tab), but after updating the Host bridge drivers, this program now shows these missing details. Resetting the B&O settings from within the program makes no difference.

Windows audio troubleshooter still doesn't help.

Does any of that help?

[Crivensie]

After that we attached the laptop to the TV through HDMI. The TV was detected, and shown as a sound output device. Sound still didn't play.

We then connected a bluetooth speaker. It paired succesfully, showed as a sound output device, but again no sound played through it.

So obviously this is a driver issue (disregrading massively unlikely hardware failure just after a big Windows update, especially consider HP's own diagnostics state audio is fine), but the drivers listed (Realex) for the device in HP's help software don't do anything. All that we've succeeded in doing is getting sound devices to show up (the red X has gone), the B&O software to show volume details (didn't do before we updated the drivers on the audio bridge), but not to fix the actual sound! Is there separate B&O drivers that need installing, that HP are not mentioning anywhere in the support software? 

[Barachiel]

Hi @Crivensie,

Thank you for posting on HP Forums,

The Barachiel is at your service.

I understand you are in need of support,

I'll be glad to help you out. 🙂

I went through the detailed description and I see that you've already performed most of the troubleshooting steps by yourself, Kudos to you for that. 🙂

Let's try a few steps mentioned below:

Follow this link https://hp.care/2GsXFuW and install the audio drivers. 

Let me know how that pans out. 🙂

I hope you have a good day ahead,

And Feel free to ask any other queries as  well,

Considering, this forum has some of the best people in the world available and ready to help. 😉

[Crivensie]

I tried the link you posted, and I get a page for " High Definition Audio Codecs", with an accept checkbox and next button. Ticking the checkbox, and clicking next gets a blank page with "Object moved to here". Clicking on "here" then gets you back to the first page. And round and round you go....

Do you have a different link? I don't want to install the wrong drivers.

[Barachiel]

@Crivensie,

Thank you for responding,

It's great to have you back 😉

Follow the same link, https://hp.care/2GsXFuW and install the audio drivers move the mouse arrow over "Computer Peripheral ICs, then PC Audio Codecs, then High Definition Codecs, Then Software. Once you get to that page, click on "i agree" and you'll get the download page. Download the driver for windows 10.

Let me know. 🙂

If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, 

Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

Thank you for posting in the HP Support Forum.  Have a great day!

Regards,

[Crivensie]

Ok, I downloaded the 32bit Win10 drivers on the link you sent (64bit CPU, but Win10 is 32bit according to my settings about screen).

I ran it as admin, it installed, and it then restarted the PC.

Unfortuantly no change whatsoever. Issues are exactly as posted before....

[Barachiel]

@Crivensie,

Thanks for your response, and I appreciate all your time and efforts. 🙂

I would recommend you to run an extensive hardware diagnostics by re-starting the notebook, keep tapping F2, and let me know if any of the components fails.

If it passes, then we could try performing a Microsoft push button reset, Follow this link https://hp.care/2toQrBj for steps. 🙂

Keep me posted. 😉