07-07-2020 05:14 AM
Hello. The audio has gone very quiet. Have to watch on 100 to hear and there are occasional blasts of loud for a couple of seconds, then it goes very quiet again. Volume is fine when using headphones. Please help! Thanks
07-09-2020 03:40 PM
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I am an HP Employee
07-10-2020 07:08 PM
Note, I recently upgraded to win 10 Pro from win 10 Home. It made no difference to the audio problem.
It does not affect headphones. It is intermittent in that I can occasionally make the speakers loud for about 2 seconds if I press F6 off and back on, or in You Tube if I toggle the "m" key. Very occasionally it will get loud for the short time on its own.
OS Name Microsoft Windows 10 Pro
Version 10.0.18363 Build 18363
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name LAPTOP-9IO9231G
System Manufacturer HP
System Model HP Pavilion Laptop 15z-cw100
System Type x64-based PC
System SKU 6CR88AV
Processor AMD Ryzen 7 3700U with Radeon Vega Mobile Gfx, 2300 Mhz, 4 Core(s), 8 Logical Processor(s)
BIOS Version/Date AMI F.42, 11/15/2019
SMBIOS Version 3.2
Embedded Controller Version 46.24
BIOS Mode UEFI
BaseBoard Manufacturer HP
BaseBoard Product 8615
BaseBoard Version 46.24
Platform Role Mobile
Secure Boot State On
PCR7 Configuration Elevation Required to View
Windows Directory C:\windows
System Directory C:\windows\system32
Boot Device \Device\HarddiskVolume1
Locale United States
Hardware Abstraction Layer Version = "10.0.18362.752"
User Name LAPTOP-9IO9231G\bobpe
Time Zone Eastern Daylight Time
Installed Physical Memory (RAM) 16.0 GB
Total Physical Memory 13.9 GB
Available Physical Memory 7.39 GB
Total Virtual Memory 16.0 GB
Available Virtual Memory 5.68 GB
Page File Space 2.13 GB
Page File C:\pagefile.sys
Kernel DMA Protection Off
Virtualization-based security Not enabled
Device Encryption Support Elevation Required to View
Hyper-V - VM Monitor Mode Extensions Yes
Hyper-V - Second Level Address Translation Extensions Yes
Hyper-V - Virtualization Enabled in Firmware No
Hyper-V - Data Execution Protection Yes
07-11-2020 12:05 PM
@VTBobP Did you check with a headphone or an external set of speakers to check if that works?
Did you update to the latest drivers from the HP website?
(Click here to find and install, if you haven't)
If the issue persists, please try the below steps:
- Go to Windows Device Manager > Sound, video and game controllers section.
- In the list of audio device drivers, look for Realtek High Definition Audio or Conexant (depending on what driver you have).
- Right-click and select Disable. The downward arrow displays on this driver, indicating it is disabled. (NOTE: At this point, you won’t be able to play any music files.)
- Right-click and select Update Driver Software.
- Select Browse my computer for driver software.
- Select Let me pick from a list of device drivers on my computer.
- You should see a window that says Select the device driver you want to install for this hardware. NOTE: If you see a window that says something like This is the best driver for this device, exit the window and repeat steps 4, 5, and 6.
- In the Model box, highlight High Definition Audio Device (this is the substitute audio device driver) and click Next.
- At the Update Driver Warning window, click Yes. You should see a confirmation window with High Definition Audio Device displayed. Click Close.
- In the list of audio device drivers in the Sound, video and game controllers section, you’ll notice that the High Definition Audio Device now displays instead of Realtek High Definition Audio.
- At the prompt to reboot, click Yes.
- Enjoy your music now with no compression
Keep me posted, as I (Or a trusted colleague) shall follow-up on this case to ensure the concern has been addressed,
And your device is up and running again, only in case you don't get back to us, first!
That said, If the information I've provided was helpful, give us some reinforcement by clicking the solution and kudos buttons,
That'll help us, and others see that we've got the answers!
I am an HP Employee