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Tintando
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Static sound in earphones only when they are "active"

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ENVY x360 Convertible 13-ay0005nl
Microsoft Windows 10 (64-bit)

I've just bought this laptop, everything works great and I'm very happy with it. The only issue is that when I'm using earphones I hear a very noticeable static sound.

 

It starts as soon as I plug them in the integrated headphone jack and suddenly stop after a few seconds.

If I start playing audio it will re-appear and stay until a few seconds after the audio stops.

If I press the mute button the static appears for a fraction of a second.

If I unmute it will appear for a few seconds, similarly to when I plug the earphones in.

The static will appear for a few seconds after I open the Windows settings, but not other programs.

It will not appear during regular use.

 

The earphones work fine with other devices.

The issue presents itself both with and without the charger plugged in.

 

I tried updating drivers and running the sound troubleshooting. I'd appreciate any suggestions! 

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KrazyToad
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Thanks for keeping me posted

 

This seems to be a Hardware issue and the static happens where there is contact between the headphone jack and port

 

I suggest you contact HP Support in your Region for Service Options

 

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

KrazyToad
I Am An HP Employee

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KrazyToad
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@Tintando

 

Welcome to HP Community

 

I have gone through your Post and would like to help

 

Does the static noise increase or becomes more frequent if you wiggle the earphones jack in and out of the Port?

 

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.

    Click Updates in the My notebook pane

  2. Click Check for updates and messages to scan for new updates.

     Updates list in HP Support Center

  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.

KrazyToad
I Am An HP Employee

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Tintando
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Thanks for your interest @KrazyToad, I'm happy to be a part of this!

 

The static noise is always at the same volume level and tone, it doesn't become more frequent, it appears only after certain actions

I'm not sure if this is useful but I found out that the static also starts when I unplug them:

Earphones plugged in (no static) -> I unplug the earphones -> I slowly insert and pull out the jack without pushing through the last "step"

During this wiggling I can hear the static switching through centre and left channels. I can do this for about 10.5s, then the static stops, similarly to when I plug the earphones in.

 

I also timed how long the static lasts for after completing different actions:

Plugging in/out = 10.5s

Opening WIndows Settings = 7s

Unmuting sound = 7s

Stopping video on Youtube = 22s

 

All is up to date, I checked everything you cited in your answer.

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KrazyToad
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Thanks for keeping me posted

 

This seems to be a Hardware issue and the static happens where there is contact between the headphone jack and port

 

I suggest you contact HP Support in your Region for Service Options

 

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

KrazyToad
I Am An HP Employee

View solution in original post

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Tintando
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I see, I'll make sure to contact them as soon as I can.

 

Thanks again for your help, have a great day!

 

Also, just for the forum's sake, should I mark your second post as the solution?

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KrazyToad
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Drop us a message anytime you need help

 

Yes you can mark the Public Post as Solution Accepted

 

Thank you ☺️

KrazyToad
I Am An HP Employee

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