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JG271 Honor Student
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Randomly no sound

HP Spectre x360 13-ae014dx
Microsoft Windows 10 (64-bit)

This morning I was watching youtube at work. The sound was working just fine. Paused my video and stepped away for a few minutes. Came back and I now have no sound. Works just fine with headphones or plugged into some speakers. I have uninstalled the audio drivers and reinstalled them from the HP website. I used the HP Assistant to test them and I get no sounds whatsoever. I updated the BIOS and updated the software. I have also unplugged the battery and reconnected (i work for an electronic repair company, so this wasn't hard). Nothing is working. I can't imagine my speakers randomly went bad. There was no distortion to sound or any prior issues. When I go to Sound Setting > Manage Sound Devices... It shows "Disabled" underneath the speaker options. When I select Disable and then select Enable, it makes no change.

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JG271 Honor Student
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Randomly no sound

I now ran a hardware test and received the failure ID of 64P71A-9089LF-MFPUQK-21QE13

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HP Support Agent
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Randomly no sound

@JG271

 

Welcome to HP Community

 

This is an Audio Failure and Hardware issue. Please contact HP Support for Service Options

 

Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true and select your Country to get the Contact details for HP Support

 

Thank you 


If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.
 

KrazyToad
I Am An HP Employee

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JG271 Honor Student
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Randomly no sound

This morning the speakers worked again just fine. So I thought maybe it was just a random coincidence. After using them for about 5 minutes, they stopped again. The speakers didn't sound like they themselves were going bad, so do you think this is a motherboard issue?

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