Static/Crackling from speakers when it's muted

[dcrh]

Hi,

Just got this device. I5, 64 system and use it for work. I muted it but every now and then the speaker will have static and crackling noise. 

I have used the HP Support Assistant to update the BIOS and other drivers or apps. 

Please help 

[dmartin302]

I wish I could help. I've had the same thing start maybe yesterday? I've had my HP Envy x360 15 for six months, and it just started doing this. I stay current on BIOS and drivers; checked and updated them yesterday. It still crackles. It's a single crackle sound about every 3-4 seconds.

It happens whether the laptop is muted or not.

[Riddle_Decipher]

@dcrh & @dmartin302

Welcome to HP Forums, 

This is a great place to get support, find answers and tips, 

Thank you for posting your query, I'll be more than glad to help you out 🙂 

As I understand there's a Static/Crackling from speakers when it's muted,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Have you reinstalled the audio drivers or update them via the HP website?

(Click here to find and install, if you haven't).

While you check that out, To confirm whether it's the speaker or the audio card, plug-in Headphones and see if the same issue appears there. If it doesn't then it indicates that there is an issue with the Speaker Hardware. 

I would Suggest you Contact HP for a hardware service, although, if the sound appears on the headphone as well, follow the below steps: 

Update drivers through Device Manager, instead of manually, if you haven't tried it before: 

a) Open the run command by pressing Windows key + R and type “devmgmt.msc” (without quotes) and hit Enter. 

b) Spot and expand the “Sound, video and game controllers”. 

c) Right click on the High Definition Audio Device driver and select “Disable”. When it prompts to choose an option, click OK. Close the Window, come back and try to re-enable it. Now check if the issue still appears. 

d). If it does, then right click on the High Definition Audio Device driver and select “Update Driver Software”. When it prompts to choose an option How do you want to search driver, then go with Search automatically for updated driver software 

If you have a driver available on your PC, then select Browse my computer for driver software, then select the appropriate location, where the driver located on your PC for updating it.  

(Ensure that PC is connected to the Internet while performing this step) 

e). Once this is done, restart the computer to check the problem fixed. If it doesn't fix the issue, then Right click on the same driver and select “Uninstall” then restart the system and let the system install the driver automatically on Start. Check and see if it resolve the issue. (Recommended Step).

Keep me posted,

If the information I've provided was helpful, 

Give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us and others see that we've got the answers!

Good Luck.

[dcrh]

tried update the audio driver but not working. ALso tried to update via devmgmt.msc function. 

When I plug my headphone the speaker still making static noise.

More info: when the speaker is making static noise, I can unmute and speaker and mute it again, then the sound will disappear. However, the sound will come out again at some point.  

[Riddle_Decipher]

@dcrh

Thank you for responding,

It's great to have you back 😉

Does the issue occur when the headphone is connected as well,

Or does the sound now appear on the headphone?

If the issue doesn't occur on the headphone but continues to appear from the speaker,

I recommend you Contact HP to repair/replacement service:

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately. 

If the unit is under warranty repair services under the manufacturer's warranty will be free of charge.

If I have helped you resolve the issue, 

Feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon 

Followed by clicking on 'Accepted as Solution' 

And Have a great day ahead!

[dcrh]

the issue still there when I connected the headphone 

[DavidSMP]

Hi @crh,

I reviewed the case comprehensively. Brilliant effort, great troubleshooting and terrific attitude to try and resolve the issue. Kudos to you for a job well done. 🙂 As @Riddle_Decipher is out of office, I am taking over from here.

Please try these steps:

• Right-Click on start button> click device manager> expand sound video and game controllers>then select the sound drivers and right-click on it and uninstall the audio drivers. Then check the box delete the software for this device.
• Then restart the computer and update the bios, chipset and audio drivers from this link: http://hp.care/2syreDe and follow the on-screen instructions.
• Then check if the situation has been corrected.

. Run Audio Troubleshooter:

  - Launch Troubleshooting by typing and clicking “Troubleshooting” in   

     Windows search.

  - Click on "Playing Audio".

  - Follow the on-screen instructions.

2. Check if the microphone isn't disabled:

  - Right click on the Volume Icon on the taskbar, select "Recording Devices".

  - Click on "Show disconnected devices", and "Show disabled devices".

  - Select on Microphone, click on "Properties". If it is disabled, enable it.

  - Once enabled, set Microphone as default audio input device.

3. Check if the microphone isn't muted:

  - Right-Click on the Volume icon on the taskbar, select "Volume Mixer".

  - On the Microphone slider, slide it up to 100%.

4. Boost sensitivity of Microphone:

  - Right-Click on the Volume icon on the taskbar, select "Recording".

  - Double click on Microphone.

  - Open the Levels Tab, move the Microphone boost slider up to check audio.

If not try these steps:

Finally, if nothing works, please back up your files and perform a complete system recovery to factory settings from this link: http://hp.care/2t1YG2N

Then check again. If it still crackles, there is more to it than meets the eye. Please contact HP phone support to get the computer serviced as it could be a hardware issue with the sound card of the computer.

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

• (1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• (2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• (3) Once completed click the 'Show Options' icon on the bottom right.
• (4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately. If the unit is under warranty repair services is taken care of by the manufacturer’s warranty.

Hope this helps. Let me know how it goes. To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

Cheers!

[Riviera_Cowboy]

My Envy x360 was purchased Stateside in October and began to have similar sound issues once I got back overseas.  I would not describe the issue as static/crackling; it is more cyclical patter emanating from on the left side speaker quadrant.  As noted above, it disappears once I “mute” but it the re-emerges … VERY annoying.  Does not occur through headphones and I’ve uninstalled and reinstalled sound Drivers as suggested on Forum. Interestingly, the issue does not occur when using MS File Cleaner or HP Support services on-line …

 At issue is that I am in a Foreign Country and besides the language issues involved, system OS/BIOS/ etc. are “USA” so I’m hesitant to take to a shop (even if HP).  Is there any way for HP USA to remotely access my unit to determine a fix?

[Riviera_Cowboy]

My post is now a week old and no response from HP Support ... is there another venue I should use to ask for support?