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8 6 0 4
Message 1 of 20
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Static/Crackling noise during live stream or recording playback

HP Recommended
HP ENVY Laptop 17
Microsoft Windows 10 (64-bit)

Real-time audio streaming (ie Zoom) generates a static/crackling sound to those listening. There is no static on my end listening to their audio. When recording a video with the PC camera app, the audio playback has static/crackling sound. When playing music files or online streaming music, there is NO static/crackling. This all started in early February when an updated driver was installed as part of the Windows update process. I have removed and replaced every audio and microphone driver I can find on my PC but it is not fixed. There are numerous other similar HP Community trouble reports listed here. My PC is still under warranty. Let's get this software issue fixed. Help!

19 REPLIES 19
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HP Support Agent
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@NavyA6bn

Thank you for posting on the HP Support Community.

 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue: You can fix the problem by adjusting audio device settings, updating sound driver, or select another hardware device that's causing the audio issue.

 

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open the HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

Use the troubleshooting tool in Windows

The audio troubleshooting tool in Windows can automatically fix common audio recording and audio playback problems with your computer. Run the troubleshooting tool using the following steps:

  • In Windows, type find and fix audio into Search, or right-click the speaker icon https://hp.dezide.com/data/pictures/hp-external/web_author/guid-a7774d00-7a27-4b96-ab1c-b2f8a7083ba0-low_86905_en.jpg in the taskbar and select Troubleshoot sound problems.
  • Select Find and fix audio playback problems or Find and fix audio recording problems from the Search results.
  • Click Next.
  • Select the device you want to troubleshoot and click Next.
  • Wait while the troubleshooter detects problems and makes changes (or prompts you to make changes).
  • When the troubleshooter is done, the Troubleshooting has completed page is displayed, listing any problems found and what changes were made to the computer.
  • Click Close.
  • If a recommended action is displayed, select Apply this fix.

Restoring the audio driver in HP Recovery Manager:

  1. In Windows, search for and open Recovery Manager.
  2. Click Reinstall drivers and/or applications.
  3. Select the audio driver in the list, and then click Install.
  4. Wait for the driver to reinstall. When the installation is complete, click OK.
  5. Close HP Recovery Manager and then restart your computer.
  6. Test for sound. If the audio problem persists after reinstalling the driver, try updating the driver using Device Manager.

Updating the audio driver using Device Manager:

Make sure the audio device is enabled and then update the audio driver using Device Manager as follows:

  1. In Windows, search for and open Device Manager.
  2. Double-click Sound, video and game controllers.
  3. If a sound device is listed with a down arrow, the device is disabled. Right-click the sound device name and select Enable to re-enable the device.
  4. With the sound device enabled, right-click the sound device and select Update Driver Software.
  5. Click Search automatically for updated driver software.
  6. Windows checks for and installs any updated drivers found. The window displays whether the computer already has the latest available driver or if Windows was able to successfully update the audio driver.
  7. If a window opens asking you to restart the computer, restart the computer.
  8. Test for sound. If the audio problem persists after updating the driver, continue to the next step.

If you completed these steps and the latest driver was already installed, use the following steps to uninstall and then reinstall the driver:

  1. In Windows, search for and open Device Manager.
  2. Double-click Sound, video and game controllers.
  3. Right-click the sound device and select Uninstall.
  4. Restart the computer to reinstall the driver.
  5. Test for sound. If the audio problem persists after reinstalling the driver, continue to the next step.

And, also run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

 

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.

ECHO_LAKE
I am an HP Employee

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Message 3 of 20
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I followed your entire troubleshooting email, step by step. Uninstalling drivers and performing a BIOS update. The problem STILL exists. This is not Fixed. What are my next steps?

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HP Support Agent
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@NavyA6bn

 

Try testing the hardware - 

 

1) Shutdown the computer.

2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears.

3) Press F2 once.

4) Go to Component test.

5) From the list, run the Audio Test. 

 

If the hardware is fine, re-install the operating system. Back-up the data and try these steps - Using the HP Cloud Recovery Tool 

 

Let me know how that goes.

 

Have a great day! 

 

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!

Asmita
I am an HP Employee

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Message 5 of 20
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Dear Sir - I followed all your troubleshooting steps (again) and the crackling/static sound remains. Here is additional data for your consideration in helping find a complete solution to this issue, which is not only happening to me.

 

I have owned this specific HP ENVY 17 Laptop for more than a year. I have never had this static/crackling sound until early February of 2020, ~ two months ago. I reviewed the Windows update log and noticed that a REALTEK MICROPHONE ARRAY driver update was pushed in early February around the same time that the static/crackling noise was identified to me by my audio recipients. I believe that microphone driver (not the audio device, but the microphone array) update is causing this issue. When I attempt to remove the current microphone array driver, Windows automatically reloads that same driver because it says it is the best driver for me. 

 

Please help.

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@NavyA6bn
Thank you for posting back.  

 

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 


Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

 

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

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.

ECHO_LAKE
I am an HP Employee

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Though I appreciate the technical troubleshooting recommendations, which I have followed completely, I am frustrated that HP's final recommendation is to do a complete factory reset. I would like to understand why I cannot just revert back to the earlier RealTek Microphone driver. If you re-read my earlier post that describes the instance that changed the performance of my microphone, I need your technical advice on how to revert back to the old microphone driver. This troubleshooting step is a more prudent step than a complete factory reset. Please help me through the steps to revert to the old driver. Thank you.

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HP Support Agent
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@NavyA6bn

Thank you for posting back. 

 

Let's try these steps:

  • On your, Key Board press Windows key + X 
  • Press M to open Device Manager 
  • Expand Audio input and output s
  • Right-click on the microphone and speaker
  • Click Properties 
  • Click on the Driver tab 
  • Click on Rollback driver if the option is available

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.

ECHO_LAKE
I am an HP Employee

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I am not the original poster, But I too am having the exact same problem with my ENVY 17M-bw0013dx, Ser # 8CG8473259.

The Realtek driver is 10.0.18362.1 dated 3/18/19. Checking for updated driver finds nothing newer. I update my BIOS from F.215 to F.24 Rev A dated 12/23/19.

Clearly this is a driver problem as the problem appeared after the Windows Update  as stated by other poster.

I have been following these posts for a few days and have tried ALL of the "fixes" offered BUT THEY DO NOT WORK.

All I see is HP techs offering either totally irrelevant info or requiring a complete reload of the OS.

NOT ACCEPTABLE!

This problem needs to be elevated to a higher level.

The common thing amongst the postings is the Realtek driver, not any particular model of laptop.

 

WE NEED A SOLUTION ASAP!!!

 

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I followed the recommended steps provided to me on 13 April 2020 in an attempt to "roll back the driver." Unfortunately, that option is greyed-out and not selectable. I am not ready to do a full factory reset yet. The option to "uninstall this device" is selectable. Is uninstalling the RealTek Microphone Array an alternative? How would I reinstall it? Are the associated config files resident within the WINDOWS 10 archive on my machine?  ANd would the reinstall just use the current device driver file that is causing the problem to begin with? I appreciate your responses to my questions in advance. I agree with the other customer (bBrown92584) that recommended that this technical issue be elevated to the HP super user community for resolution.

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