Sound & Video issue

[CodyJeff]

When i booted up today my sound acted strange. When I went to use a video, the sound keep cutting in and out. In the toolbar  tray at the bottom I could see a red X keep flashing on the sound icon. When I put my mouse cursor over it I could see it  was switching from speakers to headphone output. I checked the sound properties and everything look fine. The video then started skipping when the red X came on. I deleted the sound drivers and restarted windows. Windows reloaded the drivers, same issue.  I even went so far as to use the HP recovery manager and reset the laptop, same issue. I'm afraid I have a hardware issue. I also ran the Windows troubleshooter, no help.  Any comments or help would be appreciated.

[KrazyToad]

@CodyJeff

Welcome to HP Community

I have gone through your Post and would like to help

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

HPSA will automatically search for all the latest drivers for your Notebook

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

   

2. Click Check for updates and messages to scan for new updates.

   

3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

4. Click the update name for a description, version number, and file size.

5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Keep me posted how it goes

Thank you and have a wonderful day 😊

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.

[CodyJeff]

Thank you for your reply. Unfortunately, I have already done all of this and still have the issue. These two suggestions are a normal procedure for me on all of my computers, to keep them up to date. I even ran the hardware diagnostics on the computer and all reports came back normal. Sound port checked out OK. It was working fine the night before. In the morning I was attending a ZOOM meeting. I plugged a set of external speakers into the audio port, and then booted up. The problem arose then, not sure if they are related. Again, sound port checked out in the diagnostics, but I still wonder if it is a hardware issue. Computer is not that old. Any other thoughts?

[CodyJeff]

I reset the computer for the second time this morning. When it finished, in the tray at the bottom there was a red X on the sound icon. I hovered my mouse on it and it stated there was no sound device installed! I went into YouTube and played a video and the video ran this time but no sound. I exited YouTube and went to device manager and all divers were there. I checked system update and there were updates now available since i reset the pc. I installed them all. The red X went away. I went to YouTube and tried to play a video and when the video came up, there was a grey spinning circle arrow on the video and it would not play. The red X was then back on the sound icon in the tray.

[KrazyToad]

When you say reset. Did you mean a Windows 10 Reset or HP System Recovery?

If you have already tried the Windows 10 Reset, I suggest you perform a System Recovery

Link: https://support.hp.com/us-en/document/c04758961

[CodyJeff]

I have reset the PC twice. Both times i comes up not see any audio device. I reinstall drivers and it then shows the audio as being there but I still get no sound.  Also, both times the HP assistant will not work, it hangs up on start. I have download the file from HP support and installed it to get it to work. When I go into PC diagnostics and run the tests, the sound passes and I hear beeps. I would have used the recovery option, but it will not work as it states" hp recovery manager no longer supports this feature after windows update."  Is there somewhere I can get an iso copy of the original install that my computer came with? I have been trying to completely wipe my hard drive and start over, but I do not know how to get the OEM license to reuse legally. This is getting very frustrating.... Thank you for your support

[KrazyToad]

I suggest you contact HP Support in your region and check for the Recovery Media

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.