Win 10 PC B&O loudspeakers not working but headphones are working

[BlairEldridge]

Hi, we have an Envy laptop with B&O loudspeakers.  The loudspeakers do not give sound, but we can hear sound on headphones, through the jack point.  We have tried all the options to fix, that we've been able to find, including reinstalling the Realtek driver, checking the Sound settings.  There's only one sound device showing in Control Panel (it's Realtek HD).   We have even tried doing the factory reset for Windows, which was fun, but it hasn't fixed the problem (we did factory reset, no effect, so then reinstalled driver and checked settings again- ie, repeated the possible fixes, after the factory reset).   

If anyone has any suggestions, please advise - many thanks, in advance 🙂   🙂

If all else fails, I guess we'll have to get new external speakers...  😢 (that's "b&o hoo" btw)

[ub6424]

Hello @BlairEldridge 

Sorry to hear that you are having problems ... I would like to help you.

Let me check your current system configuration.

(1) Run    msinfo32

- Select <System Summary>:

--->>> Copy/paste following key/value pairs:

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

Processor

BIOS Version/Date

(2) Start Windows <Device Manager>

- Expand <Sound, video and game controllers>

--->>> Send screenshot

(3) Please report your results

[BlairEldridge]

Hi @Ub6424, thanks for your follow up. 

Our system configuration is:

OS Name:                     Microsoft Windows 10 Home

Version:                        10.0.19043 Build 19043

System Model:            HP ENVY Notebook

System SKU:                M5L32EA#ABU

Processor:                    Intel(R)  COre(TM)  i7-5500U  CPU @ 2.40GHz,  2401 Mhz,  2 Core(s),  4 Logical Processor(s)

BIOS Version/Date:    Insyde F.35, 03/03/2016

Screenshot from Device Manager for Sound...etc

Realtek HD is the only item listed.

Thanks again for your help!

[ub6424 · Accepted solution]

Hello @BlairEldridge 

(1) Create Windows system <restore point>

How to Create a System Restore Point on Windows 10 or Windows 11

(2) Download and install BIOS Update

HP Notebook System BIOS Update

F.50 Rev.A

26.8 MB

Jul 6, 2018

Download

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues:

• An available BIOS update resolves a specific issue or improves computer performance.
• The current BIOS does not support a hardware component or a Windows upgrade.
• HP Support recommends installing a specific BIOS update.

"

(3) Reboot

(4) Let BIOS be installed until it's completely done !

(5) Download and install / update 

Realtek High-Definition (HD) Audio Driver

6.0.1.7661 Rev.A

235.8 MB

Jan 15, 2016

Download

(6) Reboot Windows

(7) Test your notebook

(8) Please report your results

[BlairEldridge]

Hello Ub6424

Thank you for this advice.  I have updated the BIOS and tried to update the Realtek driver.   We now have sound on the loudspeaker as well as headphones, so the problem is solved.

Please note though:  The BIOS update seemed to work, but I have not been able to verify that the BIOS has been updated, because msinfo32 still shows the old BIOS details.  The .exe file for the Realtek driver extracted a number of files, but nothing else seemed to happen.  The  driver is still showing as the older driver on the Device Manager.  

I rebooted the machine twice in the process, as expected, and on one occasion it took a long time for Windows clean up, so perhaps something was happening during those processes.

I have marked this as an accepted solution, and thanks for the instructions, but please note, all, the peculiarities that remain with the reported system configuration.  Thanks again

[ub6424]

Hello @BlairEldridge 

Thanks for detailed feedback.

(1) Update BIOS including full update procedure ...

--->>> In reverse order from bottom (F.36) to top (F.50)

Final

F.50 Rev.A

26.8 MB

Jul 6, 2018

Download

F.49 Rev.A	Mar 09, 2018	26.8 MB		Download
F.48 Rev.A	Feb 02, 2018	26.8 MB		Download
F.46 Rev.A	Nov 27, 2017	26.8 MB		Download
F.45 Rev.A	Jun 22, 2017	26.8 MB		Download
F.44 Rev.A	May 05, 2017	26.8 MB		Download
F.36 Rev.A	Aug 12, 2016	26.7 MB		Download

(2) Please report your results