Sound issue

[Johnnynd]

Although system sounds play, sound from video doesn't. There's no cross over the speaker. I ran HP Audio diagnostic and Youtube was running in the background. Sound returned. All the diagnostics returned as positive.  I thought it was fixed. Closed down Diagnostic and no sound again. Tried running Diagnostics a second time with video playing in the background but this time there was nothing.  I ran a further test and there was a message, 'Speaker - headset unplugged' which looks like it migh be the problem but no hint of a solution. Yes, volume is turned up. Not muted. The Realteck driver is showing as the most up-to-date. I've tried plugging in a speaker and headphones and adding a bluetooth speaker but those don't work either/ I've even turned my PC off and on again! I've also tried using a different browser in case it was a Chrome issue. Now run out of ideas and at a loss what to do. If there are no answers,  I can't see how to raise a support ticket . Not sure if that's a deliberate HP ploy or not? Any help would be appreciated.

[sandytechy20]

@Johnnynd

Welcome to HP support community.

Update the Bios, chipset and audio drivers using HP Support Assistant.

Download and run the HP Support Assistant from this Link: Click here

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

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.