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02-25-2021 09:39 PM - last edited on 02-26-2021 06:29 AM by MatheusH
Device HP Notebook Energy Star P/N: J2U45EA#UUW, Model: 15-r085no REV: 2212-100, S/N: [Private information edited]
I needed to restore factory settings on the device and after that the speakers do not work. Head phones work OK. I have downloaded all WIN10 latest drivers and SW versions as well as the latest 64-bit Realtek HD Audio SW Version.
Nothing works!! HELP!!
Solved! Go to Solution.
03-01-2021 12:00 PM
Welcome to the HP Support Community.
As this is a hardware issue, I'd suggest you Contact HP in your region regarding the service options for your computer.
If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.
Have a great day!
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03-01-2021 07:00 PM
More to the topic:
I am no computer engineer but for me it is not comprehensible that a HW default would occur because of restoring the factory settings on the device. The speakers worked just fine before that - I did the factory settings restore because unexplanatory slowness of the note book. And the speed DID improve a lot.
HP Support advised me to run a "System Test" (boot while repeatedly pressing ESC -> F2 -> "System Extensive Test"). It has now been running 5:30 hours, still 2:08 hours remaining. Since this seems to have awaken some interest I will keep the Community posted regarding the progress.
Thanks for everybody
03-02-2021 03:12 AM
The continuing story of vanished speaker sound....
So, I ran the HP Extended Systems Diagnostic with the result "everything works fine". So say all the other testing tools, too..
The only small flaw is that the sound is still missing.... 😄
One tip was to run HpHwDiag -tools as administrator. Well, I find no way to run it as administrator. The hphwdiag.exe file is a text file and cannot be "run". I can see many people have raised the same issue without getting any help.
Should I just give up? 😞
03-02-2021 03:40 AM
I do not find any "blue envelope" icon, sorry. Anyways, I contacted the local HP Support by phone and they recommended some measures. All tests, e.g. "HP Extended System Diagnostics" and "Sound diagnostics" (boot+ESC + F2) say that everything is fine but the sound is still missing. Someone told me to run HpHwDiag as administrator but I do not know how.
Can you help?