Poor Sound Quality HP ENVY x360 Convertable 15-bp0xx

[glanspin1]

I am suffering from poor sound quality - there appears to be no bass all sounds very 'tinny'.

I can listen to spotify via my iphone and this is high quality but when listening via the headphone jack on my pc it is very tinny.

Is this the quality of the product or do I have a fault?

I have tried to change the Bang Olufson equalizer to maximum bass but no realy change.

Please help a disappointed user

[glanspin1]

I've just loaded the latest drivers but the quality still poor - it seems like the bass is missing and when you increase in the bass nothing happens.

Suggestions appreciated before I ring support on Monday

[Jeet_singh]

Hi @glanspin1,

Thanks for taking an interest in the HP Support Forums! This is a great location to get resolutions and interact with experts from the community. I understand that there are issues with audio from your speakers. It will be a genuine pleasure to assist you with this.

Stupendous efforts. Spectacular analysis of the issue before posting.  Kudos to you on that score. It is always a privilege to work with technical specialists like you.

You are a valued HP customer and it is paramount to assist you here. We greatly appreciate you for doing business with HP. I take it as a privilege to share this platform with you. 

For better clarity and to assist you better I would require more information regarding this.

• Did this happen after a windows 10 update or a software update?
• When did it last work fine? Have the speakers worked fine before?
• Have you connected another set of external speakers or headset to the audio port of the computer?
• Please provide the complete model# and the operating system unit of the computer.

For starters please connect a headset to the audio port of the computer and play a few music tracks. If the audio is clear, then there is a hardware issue with the speakers and they need to be replaced.

For this please contact HP phone support to get the unit serviced.

Step 1. Open link: www.hp.com/contacthp/

Step 2. Enter Product number or select to auto detect

Step 3. Scroll down to "Still need help? Complete the form to select your contact options"

Step 4. Scroll down and click: HP contact options - click on Get phone number, Case number and phone number appear.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you

If the headset sounds tinny also, please perform these steps:

• Right-Click on start button> click device manager> expand sound video and game controllers>then select the sound drivers and right-click on it and uninstall the audio drivers. Then check the box delete the software for this device.
• Then restart the computer and update the bios, chipset and audio drivers from this link: http://hp.com/drivers and follow the on-screen instructions.
• Then check if the situation has been corrected.

Please check this link out for further assistance: HP Notebook PCs - No Sound from Speakers (Windows 10)

Hope this helps.   I genuinely hope the issue gets resolved without hassles and the unit works great.  Please reach out for any issues and I'll be there to assist you. 

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts,

mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[glanspin1]

Thanks Jeet - see answers to your questions below:

For better clarity and to assist you better I would require more information regarding this.

• Did this happen after a windows 10 update or a software update? new laptop came with Windows 10 pre-installed

• When did it last work fine? Have the speakers worked fine before? speakers on the laptop have always sounded the same - I fully expect these not to be high quality but when plugging in a headset the quality is clear but no bass and with any amount of adjustment to bass levels it is still has no bass - headset works well with iphone and has great bass.

• Have you connected another set of external speakers or headset to the audio port of the computer? Yes - see above

• Please provide the complete model# and the operating system unit of the computer. HP ENVY x360 convertable 15-bp0xx

[Jeet_singh · Accepted solution]

Hi @glanspin1,

As I understand you have followed the steps suggested and still having the issue, I would personally suggest this could be a possible hardware failure. I would recommend you contact our HP phone support for further assistance.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Hope this helps, for any further queries reply to the post and feel free to join us again

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,