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05-15-2020 08:05 PM
Product: HP Pavilion Laptop 15-cs0xxx
Operating System: Microsoft Windows 10 (64-bit)
Hello, just minutes ago my pc stopped having sound, i restarted it so maybe it could solve the problem, but the pc installed some updates for win10, in some moment when it restarted it got an error and restarted again, it was that bluescreen error with a sad face, and when it started there was no sound, the audio device could not be recognized, realtek dissappeared and the brightness could not change, staying permanently on the minimum, i tried using the support assistant, which sent me to a page that didn't work, then i search on the hp page and it said the Support assistant had an option for audio problems, which mine didn't, in which case i had to update the support assistant, and when i tried it had connection issues which sent to another HP page to download manually the assistant, but when i try to download it says it takes like 4 hours (ascending) to download a 139mb file (i dont have issues downloading anything else)
1 REPLY 1
05-26-2020 05:56 PM
@Yvesaem Due to the current global COVID-19 situation, we're seeing an influx of customers coming in for support and we appreciate your patience.
That said, let's resolve one issue at a time, starting with audio:
- Have you attempted to update the BIOS, Video card & Audio drivers to resolve this issue?
- If not, here's the link to download and install the above updates: Click here
While you respond to that, here's what you need to do:
Step 1: Right-click on the Start button in the taskbar area and then click Device Manager to open the same.
Step 2: In the Device Manager, expand Sound, video and game controllers.
Step 3: You should now see your audio driver name. Most likely you have Realtek High Definition Audio, Right-click on it and then click Uninstall device option.
Step 4: You will now get the following confirmation dialog. Select Delete the driver software for this device checkbox and then Yes button when you see the confirmation dialog to go ahead and uninstall the device driver.
Restart your PC once & it should auto-reinstall a working driver.
If the issue with the sound continues, The best way to resolve the issue is by using the HP Guided Troubleshooter:
(simply select your description of the issue from the bottom of the screen to gain access to the next set of steps that should resolve your concern).
P.S: Welcome to HP Community 😉
Keep us posted,
If you would like to thank us for our efforts to help you,
Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post,
Have a great day!
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