Speaker/Sound & Mic issues

[sbthomps]

When using this laptop the speakers/microphone will suddenly stop working.  We have 3 HP laptops - all less than a month old - bought for school - and this happens with all.  It has happened both in Zoom and Google Classroom.  When this happens the computer will lock and will need to be manual shut down.  Once restarted the issue has usually resolved for the short-term.  We have done all updates and continue to have this problem.  In addition, one of the laptops will make a loud buzzing sound which will only stop when computer is shut down.

[KrazyToad]

@sbthomps

Welcome to HP Community

I have gone through your Post and would like to help

To assist you better please provide me with the product model or the product number

You can refer to this Link: hp.care/2bygf7l for help in locating the Product Number.

Meantime I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

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

Keep me posted how it goes

Thank you and have a wonderful day 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[sbthomps]

We have run the assistant and check for updates daily on top of that.

I have 2 laptops - HP Envy x360 Laptop - Product number 9TY28UA#ABA

I have 1 laptop - HP Envy x 360 Laptop - Product number 9HZ86UA#ABA 

The AMD sound card appears to be the issue of all 3 (best we can tell).  Whenever we update the laptops and restart them - the issue will be resolved for a little while but always happens again.

[The_Fossette]

@sbthomps

I recommend you run the audio troubleshooter and it will automatically find and fix the audio issues on the computer.

Here is how it is done.

  - Launch Troubleshooting by typing and clicking “Troubleshooting” in Windows search.

  - Click on "Playing Audio".

  - Follow the on-screen instructions.

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!

Stay Home – Stay Safe

[sbthomps]

The audio troubleshooter does not fix the issue.  It gives a message about being unable to start the Windows audio service.  When I check the device manager it shows a problem with the AMD Audio Device.  The only thing that seems to temporarily solve the issue is downloading new drivers from the AMD support site.  Even then, it only solves the issue temporarily.  The issue pops up again within a day or two.

[sydneydad123456]

I am having the same issue with this hp envy 360 15.6.  This thing cant even complete a zoom call without crashing

[Dzinerkg]

I have exactly the same problem with audio and speaker issues on an hp envy x360 laptop. Yesterday was the speaker buzzing issue and today was no sound at all. When I run The audio troubleshooter, it hangs for a long time then I get a crash/error screen. This only happens on zoom calls, not while doing other tasks.

[KrazyToad]

@sbthomps

This is an issue with the drivers. At this point I suggest you perform a System Recovery and then run the Windows & HPSA updates again

Link: https://support.hp.com/in-en/document/c04758961

[Dzinerkg]

This is a brand new out of the box pc, why would a system recovery fix anything? Is there a direct link to the proper audio driver anywhere for a reinstall? The support assistant did not find any updates to install.

[KrazyToad]

@Dzinerkg

If it is a brand new System and the issue persists please contact HP Support in your Region

1) Click on this link - www.hp.com/contacthp/ 
2) Select your product type below.
3) Enter the serial of your device. 
4) Select the country from the drop-down. 
5) Select the chat or get phone number options based on your preferences. 
6) Fill the web-form and proceed further.
 

Thank you