Sound issues with new Pavilion 360 laptop

[dsb125]

Hello - I just purchased an HP Pavilion x360 laptop 14-ek0000. Set it up yesterday and all seemed ok. Tonight I am having sound issues in that even with the volume set to highest level, many videos seem to have much lower sound than they should and/or the sound seems muffled. I did install McAfee antivirus software tonight on the machine and it seemed like the sound issues started happening after that. Not sure if there is any connection to the two or if the sound issue is unrelated to the antivirus installation. I still have my previous computer that I am replacing here and when I turned that on and played the same video on both machines, I could tell that there was a significant difference in the sound quality and volume with the new machine sounding inferior to the old machine. I've run the troubleshooting option on the machine  and it did not turn up any problems, but I know the sound is too low. A restart also did not help. Any ideas what might be causing this or how to fix? Thanks so much. 

[Anand_Andy]

Hi @dsb125,

Welcome to the HP Support Community

I understand you are facing an audio-related issue with your HP Pavilion X360 14 Inch 2-In-1 Laptop PC. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Does it happen when you use a particular browser or an application?

While you respond to that please try the below steps:

Update the BIOS, Video card & Audio drivers to resolve this issue

• Here's the link to download and install the above updates: Click here

Step 1: Right-click on the Start button in the taskbar area and then click Device Manager to open the same.

Step 2: In the Device Manager, expand Sound, video, and game controllers.

Step 3: You should now see your audio driver's name. Most likely you have Realtek High Definition Audio, Right-click on it and then click Uninstall device option.

Step 4: You will now get the following confirmation dialog. Select Delete the driver software for this device checkbox and then the Yes button when you see the confirmation dialog to go ahead and uninstall the device driver.

Restart your PC once & it should auto-reinstall a working driver.

If the issue with the sound continues, The best way to resolve the issue is by using the HP Support Assistant: 

• Reference Video: How to Resolve Audio Issues Using HP Support Assistant in Windows 11

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[dsb125]

Thank you for your reply. I ended up returning the HP Pavilion as I could not resolve the sound issue and it was not acceptable to me. I now have an HP Envy that I purchased instead and the sound is far better. 

[Anand_Andy · Accepted solution]

@dsb125

Thank you for your response, I really appreciate your efforts. We apologize for the inconvenience caused. 

Happy to hear that you purchased another HP Notebook. Thank you for trusting us. 

If you need further assistance feel free to reach out to us. 

Hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!