audio problem

[robmar0se]

Gone through all the troubleshooting options without joy.

Since the Windows upgrade to win 10 1809 (now 20h2) Realtek drivers not working either with internal speakers or headphones.  System just says sound is muted, and any attempt to increase sound levels just revert to zero - headphones not recognised at all.

Uninstalling  & removing drivers and downloading from both HP & Realtek no change.  all system drivers and BIOS upgraded.  HP diagnostics (F2 option) at boot time (ie no WIndows (?) no sound either.

The latter together with headphones not recognised implies a hardware issue?

Irritating as system is only 30 months old

[robmar0se]

Update - re-installed windows 10 20h2 - problem persists identically  with Microsoft drivers.

So coming to the view this is a hardware issue, probably only resolved by a mobo replacement - sad on such a young machine/

Some advice Please:

Does any one have a view whether bluetooth speakers/headphones etc would circumvent this problem?

Thank you.............

[Echo_Lake]

@robmar0se

Thank you for posting on the HP Support Community.

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

While doing the recovery there is an option to back up your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows)You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

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.

[robmar0se]

Thanks for taking the effort.

But if you read the second post you will see  that a clean re-install was undertaken, and didn't resolve the issue.

Hence we hace come to the conclusion that as neither internal nor external speakers work on any Realtek/HP/Microsoft drivers that it is probably a mainboard issue.

Hence we are now asking if anyone has experience of using Bluetooth speakers where the existing audio drivers don't wok?

[Echo_Lake]

@robmar0se

Thank you for posting back. 

I would request you to contact our Support and our Support Engineers should be able to Remote into your computer and sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/