Demed1963 Honor Student
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Noise and lack of sound from output jack

HP ENVY x360 - 13-y013cl
Microsoft Windows 10 (64-bit)

My HP ENVY x360 - 13-y013cl is not even 2 months old and the output jack is not working already - just crackling noise and no sound when i plug in external speakers or headphones. Internal speakers, bluetooth and USB speakers work fine.

 

I'm running windows 10 pro 1607 build 14.393.693 and all the drivers seem up to date with what's available on the hp site.

 

any suggestions?

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HP Support Agent
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Noise and lack of sound from output jack

Hi! @Demed1963, Thanks for stopping by the HP Support Forums!

 

I understand that you get crackling noise when you plug in the external speakers or headphones on your laptop.

 

Don't worry I will try to help you out.

 

As you mentioned the Bluetooth and internal speakers works fine.

 

Please update the audio driver and BIOS on your laptop and check if it helps.

 

Update the audio driver using this link.

 

Also, update the BIOS using this link.

 

If the issue still persists it is a hardware issue, please contact HP support for service options.

 

Link to contact HP.

 

 

Let me know if this works!

Have a beautiful day ahead! :)

A4Apollo
I am an HP Employee

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Demed1963 Honor Student
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Noise and lack of sound from output jack

Mr Robot, thank you for your response. I had already updated those drivers  to the versions you suggested, and reinstalling didn't resolve or improve the situation.

 

would you have any other suggestions?

 

thanks,

demetrio

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Noise and lack of sound from output jack

@Demed1963, thanks for your response and time.

 

Kudos to you for trying out the steps.

 

As you mentioned even after updating the drivers the issue still persists.

 

Please try the steps recommended below.

 

1. Go into Control Panel, then Sound.

2. Under the Playback tab, double click on Speakers to open Properties.

3. Go to Advanced tab. In the drop down, select the highest quality stereo output.

4. Click Apply and close all windows.
 

If the above steps do not work try the steps mentioned below:
 
1. Instead of the Playback tab, go to the Recording tab.
 2. Double click on Stereo Mix.

3. Go to Advanced tab, and select the highest quality from the drop down.

4. Click Apply and close all windows.

 

 

If the issue still persists try performing a system recovery and check if it helps.

 

Refer this article to know how to perform a system recovery.

 

However, if the recovery does not fix the problem.

 

It is a hardware issue please contact HP support for service options.

 

Link to contact HP.

 

 

 

Have a beautiful day ahead! 

Take Care! :)

 

 

A4Apollo
I am an HP Employee

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