Volume down button seems stuck

[JdFalcon04]

Starting a couple of weeks ago (presumeably with an update of some sort), I noticed that the volume popup wasn't going away, and seemed to be stuck on mute. No matter what volume buttons I hit, nothing was happening. I tried changing the volume via the system tray, but watched as no matter what I set it to the volume would just go down to mute, as if the volume down button were stuck in some way.

I've tried many things from other similar posts on this forum and nothing seems to work. I have tried restarting several times, updating the drivers, reinstalling the drivers, downloading newer drivers directly from RealTek, Uninstalling the devices from Device Manager... nothing seems to work. It only goes away if I disable the device entirely, which doesn't really help if I happen to want sound. I would love some alternative methods to try!

[Echo_Lake]

@JdFalcon04
Thank you for posting on the HP Support Community.

I appreciate your efforts to try and resolve the issue. I have a few troubleshooting steps we could try to fix the issue:  

Let's try these steps:

Hard reset:

1) Shutdown the computer.  

2) Unplug all the Adapter and peripherals connected.  

3) Remove the Battery. ( not for Built-in Battery computer ) 

4) Press and hold down the power button for 15 to 20 seconds.  

5) Plug-in the Adapter and put the Battery back into the computer if it's a (removable battery)

6) Try to turn on the computer and check, If the issue persists continue next step

Bios Default settings:

1) Shutdown the computer. 
2) Turn the computer back on again and repeatedly tap on the ESC until a Startup menu appears. 
3) Press F10 once for BIOS. 
4) Press F9 for BIOS defaults. 
5) Press F10 to save and exit. this should fix the issue. 

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.

[JdFalcon04]

@Echo_Lake

Thanks for the reply, just one quick follow-up: When you say remove the battery, should I be unscrewing the bottom of the laptop to do this, or are you just saying to remove it if it's a removeable battery (i.e,. accessible from the outside without taking the machine apart)? If it's the case that I shouldn't remove it, should the laptop be powered on or not when I hold the power button down?

[Echo_Lake]

@JdFalcon04
Thank you for posting back. 

To get the answer to this question, you can skip the battery removable steps, as your computer built with a sealed battery. 

(note when performing these steps, please shut down the computer) 

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.

[JdFalcon04]

Unfortunately, after trying both of your steps, the issue persists. I still have the volume display permenently on my screen, and the volume constantly ticking down to zero when I attempt to change it. Short of a factory reset, is there anything else to be tried to resolve this?

[Echo_Lake]

@JdFalcon04

Thank you for posting back. 

Let's perform Windows Update and HP Support Assistant:

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 HP Support Assistant, double-click the HP Support Assistant icon .
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  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.

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

Hope this helps! Keep me posted for further assistance. Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner,

[Eduardo_CastroP]

Hi!

Have You solved the issue?

if so please share the method.

Thank You!

[pravin1001]

I also have a similar problem. But for me, the volume up button seems to be stuck. I always get 100%. But some times for a few hours/day it disappears. Should  I follow the same procedure that you mentioned earlier?

[JdFalcon04]

Unfortunately, nothing in this thread ended up working for me and I had to send the laptop in for repair under warantee. Sorry that probably doesn't help most of you 😞