No sound from internal speakers on chromebook 360

[Sharlotte1]

The sound on the laptop does not work at all. I've factory reset the laptop and it hasn't changed anything. 

The sound is permanently on mute, I can slide the volume up and down but it stays on the mute. The volume buttons on the keypad don't help at all. I cannot unmute it. I've looked on the hp website for any drivers for the audio, but it says there aren't any. No sound works through any type of speakers or headphones.

I was told to contact chrome as the person who helped me said there wasn't anything he could do. I've tried looking through chrome for any help and there is nothing. 

Please advise on what to do.

[Nal_NR]

Hi @Sharlotte1,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I understand that you are having issues with no sound. 

It seems like your HP Chromebook x360 14 inch 14c-cc0000 is experiencing a sound issue where the volume remains muted despite adjusting the settings and using the volume keys. Given that you've already tried a factory reset without success, here are some additional steps you can take to troubleshoot and potentially resolve the issue:

Step 1: Check Chrome OS Sound Settings

1. Adjust Sound Settings:
   • Click on the clock in the bottom-right corner of the screen to open the system menu.
   • Click on the volume icon and make sure it is not muted. Move the slider up and down to see if there is any change.
2. Check Audio Output Device:
   • Click the volume icon again, then click on the settings gear.
   • Under "Audio settings," ensure that the correct output device is selected. If headphones or external speakers are connected, ensure they are correctly recognized.

Step 2: Test Audio in Guest Mode

1. Sign Out and Enter Guest Mode:
   • Sign out of your account on the Chromebook and sign in as a Guest.
   • Test the sound in Guest mode to see if the issue persists. This can help determine if the issue is related to your specific user profile.

Step 3: Powerwash the Chromebook Again

1. Powerwash (Factory Reset):
   • You mentioned that you've already done a factory reset, but it's worth trying a Powerwash if it wasn't done via this method.
   • Go to Settings > Advanced > Reset settings > Powerwash. Follow the instructions to reset your Chromebook.

Step 4: Check for Chrome OS Updates

1. Update Chrome OS:
   • Ensure your Chromebook is running the latest version of Chrome OS. Go to Settings > About Chrome OS > Check for updates and apply any updates available.

Please find the remaining steps in the next post.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Nal_NR]

Hi @Sharlotte1,

Please find the remaining steps below.

Step 5: Perform a Hardware Reset

A hardware reset can help resolve issues with the sound hardware or other non-responsive components.

1. Perform a Hardware Reset:
   • Turn off your Chromebook.
   • Press and hold the Refresh key and then tap the Power button. Keep holding the Refresh key until your Chromebook starts up.
   • Release the Refresh key once it boots up.

Step 6: Check for Hardware Issues

1. Test with External Audio Devices:
   • Plug in a set of headphones or external speakers to see if sound is routed correctly through these devices. If not, this further indicates a deeper hardware or system-level issue.

Step 7: Chrome OS Diagnostics

1. Run Diagnostics:
   • Use the Chrome OS Diagnostics tool to check if there are any reported issues with the audio hardware.
   • You can access this by typing chrome://diagnostics into the Chrome browser and running the audio tests available.

Check for Known Issues or Recall

• HP Support: Visit the HP Support website or contact HP Phone Support directly to check if there are any known issues or recalls related to the audio system on your Chromebook model.
• Chrome OS Support: If the problem persists, reaching out to Google Chromebook support can provide additional troubleshooting steps or insights, especially if it’s a software-related issue with Chrome OS.

If none of the above steps resolve the issue, it may be a hardware fault with the audio components on your Chromebook. In this case, contacting HP phone support for a warranty service or repair may be necessary.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Sharlotte1]

Hello, thank you for the suggestions. The problem is still persisting. The problem is still there in the guest mode and unmuting doesn't work. I can move the slider up and down but it stays permanently muted. I have no external devices attached/ plugged in. I have power washed the laptop the way you suggested twice now and it still hasn't helped.

Is there anything else I can try?

[Nal_NR]

Hi @Sharlotte1 ,

We apologize for the inconvenience, but it seems that the issue persists even after attempting the troubleshooting steps mentioned above.

This might require one-on-one interaction via remote assistance to fix the issue. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

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