Product: HP Chromebook x360 14 inch 14c-cc0000 (27A38AV)

[Monti7777]

Product: HP Chromebook x360 14 inch 

The sound on the laptop does not work at all. I've factory reset the laptop and it hasn't changed anything. 

The sound is permanently on mute, I can slide the volume up and down but it stays on the mute. The volume buttons on the keypad don't help at all. I cannot unmute it. I've looked on the hp website for any drivers for the audio, but it says there aren't any. No sound works through any type of speakers or headphones.

I was told to contact chrome as the person who helped me said there wasn't anything he could do. I've tried looking through chrome for any help and there is nothing and i have tried all steps reset flush update diagnostic and still no luck.

Please advise on what to do.

[Garp_senchau]

@Monti7777, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

It sounds like you're dealing with a frustrating issue, especially since you've already tried some of the standard troubleshooting steps. Let’s go through some steps that might help resolve the issue:

Check Audio Settings in ChromeOS

Open the settings

Go to the Sound section: Scroll down to the "Sound" section. Make sure the volume is not set to mute here. If it is, unmute it.

Output device: Ensure that the correct output device is selected (internal speakers or headphones).

Try changing output: If it's stuck on mute, try switching between "Speakers" and "Headphones" (even if nothing is plugged in). This might kickstart the system into recognizing audio output again.

Check for ChromeOS Updates

Go to Settings > About Chrome OS.

Click Check for Updates. Make sure your Chromebook is running the latest version of ChromeOS.

Try Audio in Guest Mode

Try starting your Chromebook in Guest Mode. This helps determine if the issue is with your profile/settings or something system-wide.

If sound works in Guest Mode, it might be an issue with your user profile or configuration.

Hardware Diagnostics

Google "ChromeOS hardware diagnostics" or search through your device’s diagnostics tool. Some Chromebooks have built-in hardware diagnostics, and it might give you more information about the sound card or other hardware-related issues.

Also, I suggest you watch this helpful video to troubleshoot the issue: Click here

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,