Pavillion power 15 crackling/popping sound

[Niseki]

Hi, i've bought the pavilion power 15 (cb023nl) and i have some problem with audio crackling. 
I've just update all driver, also bios driver, and i've tried changing some energy saving/audio settings but nothing. 
I did a latency test and, as aspected,  it reported high latency DPC (wdf01000.sys) and ISR (HDAudBus.sys)

In addition to crackling sound, the computer had some occasional strange freeze.
Thanks for help.

[Flower_Bud]

@Niseki

Welcome to HP Forums,

This is a great place to get support, find answers and tips,

Thank you for posting your query, I'll be more than glad to help you out 🙂

As I understand, you're getting a crackling sound from the notebook

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

When was the last time it worked fine?

Were there any hardware/software changes?

What is the product number of your device? Use this link to find it: https://hp.care/2aSlUnS

(Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).

Do you hear crackling sound on headphones?

If you hear the same crackling sound in headphones, it is a hardware issue and I would suggest you contact our phone support https://hp.care/2moMFSc

If you do not hear a crackling sound in headphones, let's try these steps: 

Use the troubleshooting tool in Windows

Run the troubleshooting tool using the following steps:

1. In Windows, type find and fix audio into Search, or right-click the speaker icon  in the taskbar and select Troubleshoot sound problems.
2. Select Find and fix audio playback problems or Find and fix audio recording problems from the Search results.
3. Click Next.
4. Select the device you want to troubleshoot and click Next.
5. Wait while the troubleshooter detects problems and makes changes (or prompts you to make changes).
6. When the troubleshooter is done, the Troubleshooting has completed page is displayed, listing any problems found and what changes were made to the computer.

   NOTE: For detailed information about the troubleshooting, click View detailed information in the troubleshooter window.

   Click Close.

7. If a recommended action is displayed, select Apply this fix, or Skip this step to continue to search for other problems.

If the audio problem has not been resolved, continue to the next step.

Restoring the audio driver in HP Recovery Manager

To restore the audio driver in HP Recovery Manager on a computer that came with Windows 10 installed, complete the following steps:

1. In Windows, search for and open Recovery Manager.
2. Click Reinstall drivers and/or applications.

3. Select the audio driver in the list, and then click Install.

4. Wait for the driver to reinstall. When the installation is complete, click OK.

5. Close HP Recovery Manager and then restart your computer.
6. Test for sound. If the audio problem persists after reinstalling the driver, try updating the driver using Device Manager.

Updating the audio driver using Device Manager

Make sure the audio device is enabled and then update the audio driver using Device Manager as follows:

1. In Windows, search for and open Device Manager.
2. Double-click Sound, video and game controllers.
3. If a sound device is listed with a down arrow, the device is disabled. Right-click the sound device name and select Enable to re-enable the device.
4. With the sound device enabled, right-click the sound device and select Update Driver Software.
5. Click Search automatically for updated driver software.
6. Windows checks for and installs any updated drivers found. The window displays whether the computer already has the latest available driver or if Windows was able to successfully update the audio driver.
7. If a window opens asking you to restart the computer, restart the computer.
8. Test for sound. If the audio problem persists after updating the driver, continue to the next step.

If you completed these steps and the latest driver was already installed, use the following steps to uninstall and then reinstall the driver:

1. In Windows, search for and open Device Manager.

2. Double-click Sound, video and game controllers.

3. Right-click the sound device and select Uninstall.

4. Restart the computer to reinstall the driver.

5. Test for sound. If the audio problem persists after reinstalling the driver, continue to the next step.

Reset BIOS to defaults (notebook PCs)

1. In the BIOS Setup utility, select the Exit tab.
2. Select Load Setup Defaults.
3. Select Save Changes and Exit.
4. Press Esc and then Enter to exit the BIOS. The default settings are restored, the BIOS Setup utility closes, and the computer starts into Windows.

Run the Audio test from the HP PC Hardware Diagnostics (UEFI)

Use the following steps to run the HP PC Hardware Diagnostics (UEFI) Audio Test. During the test, a few music notes are played in sequence and then repeated. This test takes 1 minute to complete for each audio output port.

1. Hold the power button for at least five seconds to turn off the computer.
2. Turn on the computer and immediately press the F2 key repeatedly, about once every second.
3. The HP PC Hardware Diagnostics (UEFI) main menu is displayed. Click Component Tests.
4. The Component Tests menu displays. Click Audio.
5. Click Run once to start the test.
6. Select Speaker to begin the test.
7. During the test, a few music notes will be played in sequence and repeatedly. Listen carefully and select the number of notes you hear in the sequence. If you enter a tone number incorrectly, run the test again. If you hear nothing, select No sound.

   NOTE: Some HP models have a Volume control in the test window. Make sure you increase the volume level before making a music tone selection.​​​​​​​

8. When the Audio Test is complete, the results are displayed on the screen.
9. If the audio test passes, return to the Main menu to exit and restart the computer.
10. If the audio fails the tests, a failure ID will be provided. Write down the information so you have it available when you contact HP Customer Support. The information is also available in the Test Logs, on the Diagnostics UEFI main page.If the Audio Playback Test passed without errors but the audio problems are still present, continue to the next step.

If the issue persists, please perform HP System Recovery: https://hp.care/2Jpr1ZE. (Follow steps from Recovery when Windows 10 does not start correctly).

If the issue still persists, please contact our phone support: 

HP Support can be reached by clicking on the following link:

* Open link: https://hp.care/2moMFSc

* Enter Product number or select to auto detect

* Scroll down to "Still need help? Complete the form to select your contact options"

* Scroll down and click on HP contact options - click on Get a Case & phone number.

They will be happy to assist you immediately.

If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.

[Niseki]

I notice the problem few days after the first start of the laptop.
I've done only the windows 10 required update, nothing else.
Product number 3CE07EA#ABZ

I can hear the crackling sound also in headphone, so I've called the call center and after some reinstallation of drivers they advised me to format the laptop because they suppose that could be a software problem.
So, i've formatted the laptop few hours ago, but nothing has changed. What could be the problem? what do you advise me to do? It was a defective computer?

[The_Fossette]

@Niseki,

I am the The_Fossette. It looks like you were interacting with @Flower_Bud, but he is out of the office today so I'll take over from here.

As you have mentioned that the issue persists even after recovery. It seems like a hardware issue and I recommend you contact HP phone support and check the available service options for your computer.

Let me know how it goes.

[Niseki]

I solved the problem, and it was a software problem. The ethernet  port driver caused conflicts, so I deactivated it.

Then I solved definitely the problem with a clean installation of windows 10.

[stookiesk]

i personally reinstalled the driver of my docking station and it stopped cracking. thanks for tip.