11-27-2016 09:19 AM
I'm having problems with the sound on my brand new laptop.
Firstly, I am experiencing crackling from the speakers. I have looked at previous forum questions to try and resolve the issue but they have not worked.
Secondly, the sound keeps gradually getting lower and lower until I hear nothing despite not changing the volume level. It does it by itself. If I press pause on the song/video, it will then resume at the previously set volume.
Should I return the laptop or is this a common resolvable problem?
11-28-2016 01:36 PM
Welcome to HP Forums, this is a great place to get support, find answers and tips,
Thank you for posting your query, I'll be more than glad to help you out 🙂
As I understand there is a crackling from the speakers,
Don't worry as I have a few steps that should help you find the cause of the issue and/or the solution.
For starters, did you check if this issue persists while using Headphones?
To confirm whether it's the speaker or the audio card, plug-in Headphones and see if the same issue appears there.
If it doesn't then it indicates that there is an issue with the Speaker Hardware.
I would Suggest you contact HP for a hardware service, although, if the sound appears on the headphone as well, follow the below steps:
Update drivers through Device Manager, instead of manually, if you haven't tried it before:
a) Open the run command by pressing Windows key + R and type “devmgmt.msc” (without quotes) and hit Enter.
b) Spot and expand the “Sound, video and game controllers”.
c) Right click on the High Definition Audio Device driver and select “Disable”. When it prompts to choose an option, click OK. Close the Window, come back and try to re-enable it. Now check if the issue still appears.
d). If it does, then right click on the High Definition Audio Device driver and select “Update Driver Software”. When it prompts to choose an option How do you want to search driver, then go with Search automatically for updated driver software
If you have a driver available on your PC, then select Browse my computer for driver software, then select the appropriate location, where the driver located on your PC for updating it. (Ensure that PC is connected to the Internet while performing this step)
e). Once this is done, restart the computer to check the problem fixed. If it doesn't fix the issue, then Right click on the same driver and select “Uninstall” then restart the system and let the system install the driver automatically on Start. Check and see if it resolve the issue. (Recommended step)
Keep me posted for further assistance,
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give us some reinforcement by clicking the solution and kudos buttons,
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