Sound is not working

[nadhemzmandar]

Hello
I have a problem with sound: When I plug the headphones, the computer detect them. However, I listen to the sound from headphones and speakers at the same time. I contacted the French HP support and they suggested an update for the BIOS. Once I did this update, I couldn't listen sound either from speakers nor from headphones. In fact the computer doesn't detect the speakers and I am blocked now. the sound driver is installed but when I check sounds I don't see the speakers or headphones and I have a red cross on the speakers logo.

[The_Fossette]

@nadhemzmandar,

Welcome to the HP Support Community!

I reviewed your post and I understand that you are facing issues with the audio on the computer.

Don’t worry, I assure you I will try my best to get this sorted.

I recommend you follow the below steps and check if it helps.

The audio troubleshooter might be able to fix audio problems automatically.

To run the troubleshooter

1. In the search box on the taskbar, type audio troubleshooter, select Fix and find problems with playing sound from the results, then select Next.
2. Select the device you want to troubleshoot and then continue through the troubleshooter. 

You can also launch the troubleshooter from audio Settings. Select Start  > Settings > System  > Sound  > Troubleshoot.

If running the troubleshooter doesn't help, continue to the next tip.

Check to make sure your audio devices aren't muted and haven't been disabled.

1. Right-click the Speakers icon  on the taskbar, and then select Open Volume mixer.
2. You’ll see a set of volume controls for your devices. Make sure none of them are muted. If any of them are muted, you’ll see a red circle with a line through it next to the volume control. In that case, select the volume control to unmute. 
3. Check your device properties to make sure that your devices have not been disabled by mistake. Select Start  > Settings  > System  > Sound .
4. Select your audio device, and then select Device properties. Be sure to select Device properties for both the output and input devices.  
5. Make sure the Disable check box is cleared for the output and input devices.

If that didn't solve your problem, continue to the next tip.

To update your audio driver automatically

1. In the search box on the taskbar, type device manager, then select it from the results.
2. Select the arrow next to Sound, video and game controllers to expand it.
3. Right-click the listing for your sound card or audio device, such as headphones or speakers, select Update driver, then select Search automatically for updated driver software. Follow the instructions to complete the update.

If Windows doesn't find a new driver, look for one on the device manufacturer's website and follow those instructions. If that doesn't work, try uninstalling your audio driver.

To uninstall your audio driver

1. In the search box on the taskbar, type device manager, then select it from the results.
2. Select the arrow next to Sound, video and game controllers to expand it.
3. Right-click the listing for your sound card or audio device, select Uninstall device, select the Delete the driver software for this device check box, and then select Uninstall.
4. Restart your PC.
   • Note: Be sure to save documents and any other current work before you restart.
   • This restart will automatically prompt your PC to reinstall your audio driver.
   • To restart, select Start  > Power  > Restart .

If those options didn’t work, try using the generic audio driver that comes with Windows.

To use the generic audio driver that comes with Windows

1. In the search box on the taskbar, type device manager, then select it from the results.
2. Select the arrow next to Sound, video and game controllers to expand it.
3. Right-click the listing for your sound card or audio device, then select Update driver > Browse my computer for driver software > Let me pick from a list of device drivers on my computer.
4. Select the audio device whose driver you want to update, select Next, and follow the instructions to install it.

If these steps didn't solve your audio issue, visit your device manufacturer’s website and install the most recent audio/sound drivers for your device. 

If you have audio issues after installing updates

If your audio was working before you ran Windows Update and now isn’t working, try rolling back your audio driver.

To roll back your audio driver

1. In the search box on the taskbar, type device manager, then select it from the results.
2. Select the arrow next to Sound, video and game controllers to expand it.
3. Right-click the listing for your sound card or audio device, then select Properties.
4. Select the Driver tab, then select Roll Back Driver.
5. Read and follow the instructions and then select Yes if you want to roll back your audio driver.

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[nadhemzmandar]

 The problem was solved.. I used a cmd command  which troubleshoot vulnerabilities

Thank you

[Flanders5]

How did you fix this problem using the CMD option? I have the same problem and have not been able to get it fixed. Any help would be appreciated.

[Flanders5]

I have the same problem and I got this error when running the Audio Diagnostic "HP Audio Check has Identified a critical failure in your system that requires repair" the Failure ID is M4NUR9-5PTA03-MFH15F-21RH13  but it does not tell me what the repair is. Is this a hardware part that needs to be replaced? 

I own a HP Pavilion dv7-6135dx Entertainment Notebook PC

[asmita6658]

@Flanders5

The failure ID indicates an issue with the Audio Device. I'd suggest you Contact HP in your region regarding the service options for your computer.

Have a great day! 

[Flanders5]

Thanks Asmita. The Contact HP link does not give me contact information to speak to a person. It either sends me to a Service Center or back here to the Community Group.

How can I find out what hardware device needs to be replaced? My device warranty expired years ago and it will be costly to send it in for a repair.

[asmita6658]

Hi @Flanders5

Welcome to the HP Support Community. 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Community.