When I plug headphones in, sound stops, and Itunes song transport freezes

[PJ39]

No error message from Itunes - just freezes up song transport.

In troubleshoot audio I get no sound on test, it then tries again, I get windows ding dong sound through headphones at the point that troubleshoot restarts windows, but the problem persists on reboot. Sound is fine through speaker when headphones unplugged. checked several friends headphones, all produce the same fault. New machine August 2018

[DavidSMP · Accepted solution]

@PJ39,

Thank you for taking an interest in the HP community and a good day to you. Irad the post and will be happy to assist. Great description of the issue. Kudos to you for that.

• When you state that you ran the audio tests, did you run it from F2 diagnostics?
• Did you update the bios and audio drivers and check again?

It looks like a hardware issue. Let's try these steps:

• Please perform a hard reset on the computer by following steps from this link: http://support.hp.com/us-en/document/c01684768

Then perform 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 chipset and audio drivers from this link: http://hp.com/drivers and follow the on-screen instructions.
• Then check if the situation has been corrected.

If the issue continues, then perform these steps:

Solution 1:

• Right-click the speaker icon in the Taskbar and select 'Playback Devices'.
• Left click the default device once to highlight it ( it's usually 'speakers & headphones' ) then click the Properties button.
• Click the Enhancements tab and put a tick in the box next to 'Loudness Equalization'.
• Click Apply to save the change and then click OK in all remaining windows and see if this has helped at all.

Solution 2:

• Right-click the speaker icon in the Taskbar and select 'Playback Devices'.
• Select the Communications tab up the top.
• By default ‘when windows detects communications activity’ is set to ‘Reduce the volume of other sounds by 80%’.
• Change this to ‘Do nothing’.
• Press OK.

Now check for issue resolution.

If the issue persists try these steps:

• Windows Audio is a Windows service that manages audio for Windows-based programs. If at all this service is stopped due to any reason, audio devices will not function properly.
  To fix audio services, open the run command and launch services.msc.
• In the services window search for Windows Audio and right-click on it to select Start to start the audio service.
• And ensure the Startup Type is set to Automatic.
• Click Apply and OK
• Restart the computer and check if it works.
• If the issue persists, try the steps mention on this link: Click here.
• This should fix the issue for you.
• Also, uninstall and reinstall the latest version of iTunes and check again.

If the issue continues, from this link: https://support.hp.com/in-en/document/c03467259 (HP PCs - Testing for Hardware Failures)

Check the section under “Running Component Tests” then run the Audio test.

If diagnostics fail then the computer needs to be serviced.

If diagnostics pass then backup your important data and perform a Microsoft reset of Windows 10 by following instructions from this link: https://support.hp.com/in-en/document/c04742289

This should fix the issue if the computer has no hardware issues. Otherwise, the computer needs to be repaired.

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂

[PJ39]

Hi David,

Thank you for your detailed reply.

I have been tearing my hair out with this one, but finally solved it using HP Audio Switch!

Now working like a dream - many thanks for your valuable input.

Regards,

Peter.

[DavidSMP]

@PJ39,

I reviewed the case and really happy that it is working now. Your great temperament coupled with technical competence are amply appreciated. This is music to my ears. It was an absolute honor to share this space with you and I genuinely hope the product works great and stays healthy for a long time.

if this helps,  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 year ahead and stay healthy. 🙂

 Cheers!

[PJ39]

Hi David,

Yes, problem solved - mant thanks for your prompt and comprehensive assistance.

Regards,

Peter.