Sound Issues

[Yunhee]

Hi, I am having an issue with my audio. There is like a ringing metallic sound when I play music, the sound is not clear, and it is annoying. 

When I insert earphone into audio jack, I do not hear anything. This is not the earphone problem since the earphone works for other devices.

The audio works perfectly fine when I use Bluetooth headphones and speakers. 

My warranty has ended 2 months ago, but I want to know how I can solve this problem.

I am not satisfied with the product with the broken audio after a year of purchase and when the warranty just ended.

There is a quite distance from my house to nearest support-service center, so I was wondering if I need anything to bring anything to the support center and what I need to expect when visiting there. 

Thanks for your time.

[Riddle_Decipher]

@Yunhee Greetings from the HP Community!

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:

1. Go to Windows Device Manager > Sound, video and game controllers section.
2. In the list of audio device drivers, look for Realtek High Definition Audio or Conexant (depending on what driver you have).
3. 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.)
4. Right-click and select Update Driver Software.
5. Select Browse my computer for driver software.
6. Select Let me pick from a list of device drivers on my computer.
7. 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.
8. In the Model box, highlight High Definition Audio Device (this is the substitute audio device driver) and click Next.
9. At the Update Driver Warning window, click Yes. You should see a confirmation window with High Definition Audio Device displayed. Click Close.
10. 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.
11. At the prompt to reboot, click Yes.
12. Enjoy your music now with no compression

Keep us posted,

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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!

[Yunhee]

Hi @Riddle_Decipher

Thank you for the assistance.

The problem with earphone jack has fixed!

However, I am still having the metallic ringing/ scratchy noise from the laptop. This disappears when I am using earphones or Bluetooth device.

[Riddle_Decipher · Accepted solution]

@Yunhee If the noise disappears when using earphones, the issue is the speakers, I suggest running a test to confirm the same:

Install the latest version of the HP Hardware diagnostics (UEFI) on your device using this link: Click here for details

1. Hold the power button for at least five seconds to turn off the computer.

2. Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.

3. On the main menu, click Component Tests.

4. The Component Tests menu displays.

Select Audio Test - The Audio Playback Test checks that the audio device is functioning properly. During the test, a few music notes are played in sequence and then repeated. This test takes one minute to complete.

To run the test, click Audio, and then click Run once. Choose either the speakers or the headphones. When asked, enter the number of notes you heard.

If a component fails a test, write down the failure ID (24-digit code) for when you respond back to us.