On-board Bang and Olufsen speakers not detected

[ChaosTamed]

I have had my HP Spectre X360 for about two months and have used it with an HP Thunderbolt docking station since new. I have always used the audio through the docking station until I needed to use it remotely this week. However, having disconnected form the docking station I have found that the on-board B&O speakers are not detected. The B&O app doesn't identify them and they are not listed in device manager. Under the sound settings, I have options for the Thunderbolt Dock, and external Lenovo Monitor and two NVIDIA outputs that have a status of 'Not plugged in'.

I have run through the HP Audio trouble-shooter and have got to the stage of completing a full Windows restore. But even with a pristine Windows 10 build I still have no B&O speakers.

Can anyone please advise on next steps?

[The_Fossette]

@ChaosTamed

I reviewed your post and I understand that the audio is not working on the computer.

Don’t worry, I assure you I will try my best to get this sorted.

What is the product number of your computer?

Meanwhile, I recommend you uninstall all the audio drivers from the device manager and then download and install it from the below link.

https://support.hp.com/in-en/drivers

Here is how it is done.

1. Type "Device Manager" into the search field to open the device manager console.
2. Expand the node that represents the type of device that you want to uninstall, right-click the device entry, and click Uninstall.
3. On the Confirm Device Removal dialog box, click OK to start the uninstall process.
4. When the uninstall process is complete, remove the device.

NOTE: On the Confirm Device Removal dialog box, click the Delete the driver software for this device option to delete the driver package that was used for the device.

Let me know how it goes and you have a great day!

P.S: Welcome to the HP Support Community 😊

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[ChaosTamed]

Hi, thanks for the advice. Unfortunately this didn't work for me. I uninstalled all drivers and deleted the drivers. I installed the audio driver Realtek High-Definition (HD) Audio Driver (Windows 10 v1909) (SP104007). When i rebooted, I again had only the HP thunderbolt headset and HDMI as audio options  - no on-board B&O speakers.

When  i try to run teh HP Hardware diagnsotics Audio playback test, again the only options are for the thunderbolt headest and the HDMI.

However, when I run the hardware diagnostics audio test after pressing Esc + F2 after a reboot, I am able to hear sound through the on-board speakers. But when i boot through to windows, i cannot.

Thanks again for your help.

[The_Fossette]

@ChaosTamed

Do you have any headset connected to the computer? If yes, then remove it and test.

If you continue facing the issue, then perform a system reset on the computer following the steps in the below article.

https://support.hp.com/in-en/document/c04742289

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[ChaosTamed]

There is no headset connected to the computer, only the speakers connected to the thunderbolt dock. Even when i disconnect these there is no sound from the on-board speakers. You will see from my original post that i have already tried a system reset, and that made no difference.

[The_Fossette]

@ChaosTamed

I recommend you perform a recovery following the steps in the below article and check if it helps.

https://support.hp.com/in-en/document/c06162205

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[ChaosTamed]

Whilst I was loathe to do it because of the pain involved, completely reimaging the system did of course work. However, of further concern is that I cannot now connect to an external monitor through my HP thunderbolt dock. Grateful for any further advice.

[The_Fossette]

@ChaosTamed

Update the BIOS and the graphics driver from the below link and check whether the issue is resolved.

https://support.hp.com/in-en/drivers

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[ChaosTamed]

Thanks again for your advice @The_Fosette. I made both of these upgrades after the reimaging but I've checked again and tried reinstalling agin and both are up to date. But still no luck. I've tried a hard reset, followed by reconnecting the dock. I've tried connecting peripherals to the dock in a different order. None of which work.

[The_Fossette]

@ChaosTamed

I recommend you contact support to further diagnose the issue.

Here is how you can get in touch with support.

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

Cheers!