Realtek Audio install causes BSOD

[Dbaytj]

Noticed no audio out of the laptop. slash through the speaker with no unmute available. tried to select on-board speakers as output device and was presented with no device installed or "please plug in speaker or audio output device" messages

Downloaded hp support assistant and tried to install new Realtek Audio driver service packs and resulted in BSOD stop code error. Downloaded SP directly from support pages older and newer drivers with exact same result. 

[Kuroi_Kenshi]

Hi @Dbaytj,

Welcome to the HP Support Community! We're stoked to have you on board! 

To help us get started on resolving your issue, could you please share the model name of your device?

Need help finding your product number? We've got you covered! Check out this handy guide:  

https://support.hp.com/in-en/document/ish_2039298-1862169-16 

Meanwhile, you can refer to the following link to resolve the issue: 

https://support.hp.com/us-en/document/ish_3894621-2907986-16

We're looking forward to helping you get back up and running! 

Best regards,

Kuroi_Kenshi

[Dbaytj]

Very sorry it is HP 255 15.6 inch G9 Notebook PC (785Y8AV) 

[Dbaytj]

Edited Is PROD ID

[Kuroi_Kenshi]

Hi @Dbaytj,

Thank you for the details.

Can you please confirm if you have tried the steps mentioned in the document shared before and what the results were? 

https://support.hp.com/us-en/document/ish_3894621-2907986-16

Best regards,

Kuroi_Kenshi

[Dbaytj]

I have done most of those but not a rest or restore as that should not be needed to merely install new drivers. 

here is the picture of the stop code screen I snapped. I will turn off auto restart but I believe this is the same details

[Kuroi_Kenshi]

Hi @Dbaytj,

Thank you for getting back.

Maybe due to a technical glitch, we did not receive the image you shared. Could you please share again?

Best Regards,

[Dbaytj]

 

[Kuroi_Kenshi]

Hi @Dbaytj,

Thank you for sharing the screenshot, that helps.

Let's try a few additional steps and get this resolved.

Force WinRE manually:

Turn on the PC

When Windows begins to load, hold the power button to shut it down

Repeat three times

Navigate to: Troubleshoot → Advanced options → Startup Settings → Restart

Choose Safe Mode from the list

Uninstall Problematic Software

Safe Mode allows clean removal by preventing apps from running in the background. Navigate to Settings → Apps → Apps & features to remove recently installed programs that may be causing issues.

Open Device Manager, locate the problematic driver, and either update, roll back to a previous version, or disable it temporarily.

Install Missing Windows Updates

Some issues are fixed by updating Windows components. In Safe Mode with Networking, you can download and install critical updates that may resolve your problems.

I hope this helps

Take care and have an amazing day ahead! 🚀

Best regards,

Kuroi_Kenshi

[Dbaytj]

Still outstanding issue. I’m waiting to get time to try your latest suggestion in the machine