Sound is intermittent

[Robto61]

I have a new HP computer from Best Buy. When I turn it on, the sound will not play. Sometimes a restart will solve the problem, other times it doesn't. Device Manager shows RealTek Audio and also AMD High Definition Audio device. I tried disabling one, then the other, and restarting, but the problem persists either way. I am connected by wires to Logitech speakers and I have checked all the connections. The problem is clearly internal. Please help!

[Raj_05]

Hi @Robto61,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

Intermittent sound issues can be frustrating, but there are several steps you can take to resolve the problem with your new HP computer. Since you've already checked connections and tried toggling between audio devices, let's delve deeper.

Check Default Audio Device

• Right-click the speaker icon in the taskbar and select "Sound settings".
• Ensure the correct playback device (Logitech speakers) is set as the default device under the Output section.
• Test the sound by playing audio.

Update or Reinstall Audio Drivers

• Open Device Manager:
  1. Press Win + X and select Device Manager.
  2. Expand Sound, video, and game controllers.
  3. Right-click RealTek Audio and select Update driver. Choose Search automatically for drivers.
  4. Repeat for the AMD High Definition Audio device.
• If updating doesn’t work:
  1. Uninstall the drivers for both RealTek and AMD audio devices.
  2. Restart your PC. Windows will reinstall the appropriate drivers automatically.

Disable AMD High Definition Audio Device

Since your primary audio output is through RealTek and Logitech speakers, AMD High Definition Audio (typically linked to HDMI outputs) may conflict.

• In Device Manager, right-click AMD High Definition Audio and select Disable device.

Check Audio Enhancements

• Search for "Sound settings" and select your playback device.
• Click "Device properties" > "Additional device properties".
• Go to the Enhancements tab and check Disable all enhancements.
• Test the sound again.

Run Audio Troubleshooter

• Press Win + I to open Settings.
• Go to System > Sound and scroll down to select Troubleshoot.
• Follow the prompts to diagnose and resolve any issues.

[Raj_05]

Test in Safe Mode

• Restart your PC in Safe Mode:
  1. Press Win + R, type msconfig, and go to the Boot tab.
  2. Check Safe boot and select Minimal. Click OK and restart.
• Test the sound in Safe Mode. If it works consistently, a third-party app or driver might be causing conflicts.

BIOS/UEFI Update

• Visit the HP Support website and download the latest BIOS/UEFI update for your computer model. Ensure all onboard hardware has updated firmware.

Windows Updates

• Ensure your system is fully updated:
  • Go to Settings > Windows Update and install any pending updates.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support