Sound stopped working

[cam3]

Ok so I've only had this laptop for about a day now, and I've had no problems. Last night I was using it and it said it needed to shut down and update so it exited me out of all my tabs, no big deal. It started updating but I didnt want to leave it charging over night, so I unplugged it. This morning it finished.

So today, I'm sitting here watching youtube videos and the sound is perfect. I pause the video to get up and do something (only took about 5 or so minutes) and I come back go finish the video, and the sound isn't working. I plug in my headphones to see if it'll work then and...nope. Then I noticed down in the right corner the volume icon had a white "x" within a red circle, so I clicked it and it started "Detecting problems" and it says "Troubleshooting couldn't identify the problem" so I place the cursor over the speaker icon and it says "No Audio Output Device is Installed."

Can anyone help me. I don't know much about computers.

[Chimney_83]

Welcome to HP Forums @cam3,

Thanks for the post. 

I understand that you are not getting any audio from your computer, is that right?

Kudos to you for trying to troubleshoot the issue on your own.

Not to worry, I will be glad to assist you. 

Have you tried to update all the drivers using HP Support Assistant?

Recommend you run HP Support Assistant to make sure all the drivers are updated. Click here to know more about HPSA. 

Once all the drivers are updated, check if the issue is resolved. 

If you still do not get any audio from your computer. 

Open device manager by doing a right-click on the Windows button. 

Uninstall/Delete the audio driver listed under "Sound, Video and game controllers"

Download the audio driver from this link and install it on your computer and check. 

Let me know if this helped. 

[cam3]

I do not see the "Sound, Video, and game controllers" option when I right-click the Windows option.  

[Chimney_83 · Accepted solution]

Thanks for the reply, please open device manager by doing a right-click on the Windows button. 

Sound, video and game controllers will be listed towards the button on the device manager Window. 

Let me know if this helped. 

[ESTUARDO]

Same thing happened to me my laptop envy 15-aq173cl, stops audio. It was trouble shooted by hp support chat

3 times so far, the only thing they do is uninstall conexant drivers and re-install, works for a day but after a while stops again.

there must be something very wrong in the audio

if somebody has a real solution please let us know

Thanks

[ESTUARDO]

By the way last tech support mention the fact that we might re-install the whole OS, meaning we have to do a full windows reset and refresh.....i think that is wrong...

[cam3]

YES!!!! It worked. Thank you so much!

[Chimney_83]

Thanks for the reply and taking the time to try the steps suggested. Glad to hear that the issue is resolved. 

Please do post your technical queries on our Forums for assistance. 

[ESTUARDO]

Mine still has the same problem, works for a day, then suddenly stopped red mark no audio installed.

We really need some help here

Many thanks

[Chimney_83]

Greetings @ESTUARDO,

Welcome to HP Forums and Thanks for the post. 

I understand that you are facing an issue with the audio on your computer, is that right?

Kudos to you for trying a lot of troubleshooting steps. 

Not to worry, I will be glad to assist you. 

Have you run a diagnostics on your computer?

Have you tried to update all the drivers using HP Support Assistant?

Recommend you update all the drivers on your computer using HPSA. Click here for assistance in using HPSA. 

Make sure all the Windows updates are installed as well.

Check if the issue is resolved by updating all the drivers using HPSA. 

If the issue persists, install HP Hardware Diagnostics from this link. 

Once it is installed. Shut down the computer. 

Wait for a minute. 

Turn the computer On and keep tapping F2 repeatedly on startup to enter system diagnostics. 

Select the component test from system diagnostics and run an audio test. 

This test would let us know if it is a hardware or a software issue. 

If the audio test fails, please contact our phone support for any service options available for your computer. 

If the audio test passes, restart your computer. 

Open device manager, uninstall the audio driver. 

Download and install the driver from this link. 

Let me know if this resolves the issue you are facing. 

Keep me posted.