audio AND video stop when headphones are plugged in

[phenom17]

i have a brand new laptop..4RB19UA#ABA

when a headphone is inserrted (i have done 4 of them)

audio and video both cease ..youtube, netflix...you name it.

have updated all drivers.

has nothing to do with the windows update that affected sound only.

this is the 2nd computer..i returned the other... because i thought it was defective.

4 differnet HP techs went through all the typical steps.

we did factory reset...etc.

any thoughts

[The_Fossette]

@phenom17,

Welcome to the HP Forums!

Thank you for posting your query on this forum, it's a great place to find answers.

Don’t worry, I assure you I will try my best to get this sorted.

In order that I may provide you with an accurate solution, I will need a few more details.

• Is the audio and video stops when you connect the headphones?
• What happens when you have the headphones connected and then open YouTube?
• Have you tried with different browsers?
• Are the headphones working on a different computer?

Look forward to hearing from you and you have a great day!

Take care.

Cheers!

[phenom17]

Thank you for the response.

• Is the audio and video stops when you connect the headphones? - yes, both audio and video work fine through the normal speakers, but when I plug in the headphones, both audio and video stop.
• What happens when you have the headphones connected and then open YouTube? - if headphones are already connected, YouTube, or Netflix, will start to play, and then sputter, and go to error... With no sound.. Other times it may play with absolutely no sound.
• Have you tried with different browsers? - yes, it happens with chrome, Firefox, and Edge.
• Are the headphones working on a different computer? - I have tried for different headphones, and they work on other computers. When I hit escape and F2, and do the sound Diagnostics, I can hear through the headphones for the test. I just can't hear any streaming video

[Jeet_singh]

@phenom17,

It looks like you were interacting with @The_Fossette, but he is out for the day & I'll be glad to help you out, 
I'm the Jeet_Singh & I'm at your service. 

After reviewing your post thoroughly, I see that you are having issues only while streaming videos online, Just wanted to check if the issue happens offline.

Have you tried to play videos from the computer. 

In the meantime, I would suggest here is to update the Bios, Chipset and graphics card drivers on your PC from our HP support website, using this link.

Also, download and install HP support assistant on your PC. It should automatically download and install the latest updates and drivers for your PC.

Refer this link to know how to use HP support assistant.

Most important, ensure that the Windows is up to date: 

1) In the search box, type and open Windows Updates. 

2) Check for updates. 

3) If the updates are available, click on install and restart the computer.

For more assistance, please go through the steps suggested in the support document for - HP Notebook PCs - Green Screen and Other Video Playback Issues (Windows 10)

Could you please respond to this post with the details and with the results of the troubleshooting as this will help me in further assisting you.

Eagerly waiting for your response!

that said, If the information I've provided was helpful, 

give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.