audio stutters when connected via bluetooth

[chiaraelisa]

Hi, I have a hp laptop 15-dw0xxx running windows 10 64-bit, I bought it a month ago so it's safe to say it's practically new.

Well, when I try to connect it to my acton Marshall via Bluetooth and play an audio file from whatever app/site, the sound randomly stutters, drops, accelerates.

The speaker works perfectly fine with any other device I tried it with.

I of course unpaired and paired it again, I tried to analyze the audio problems with the tools in hp integrated support system but it can't find any error, I tried to update the drivers, I even tried to install the intel driver and support assistance and update the graphic drivers from there but it gives me an error message saying that the producer has personalized drivers.

what more can I try?

[Paul_Tikkanen]

Hi:

What is the full model number or product number of your notebook?

Use this guide to find that info...

https://support.hp.com/us-en/document/c00033108

What model wifi adapter does your notebook have? 

Bluetooth is a function of the wifi adapter.

If you don't know, go to the device manager, click to expand the Network Adapters device manager category, and there you will find the name and model number of the wireless network adapter.

[chiaraelisa]

Hi:

product number: 7WF51EA#ABZ

wifi adapter : Realtek RTL8821CE  802.11ac PCIe Adapter

Bluetooth:  Realtek 4.2 adapter

[Paul_Tikkanen]

Hi:

The only suggestion I can offer would be to update both the wifi and Bluetooth drivers to their latest versions and restart the PC.

2024.0.10.103/2024.0.4.108     Aug 22, 2019

https://ftp.hp.com/pub/softpaq/sp98501-99000/sp98918.exe

1.0.0.1021    Jul 1, 2019

https://ftp.hp.com/pub/softpaq/sp98001-98500/sp98266.exe

Since the wifi and Bluetooth both work on the 2.4 GHz wifi band, which may cause interference, it would be best to have the wifi adapter connected to the 5.0 GHz wifi band when using the Bluetooth radio.

[chiaraelisa]

i've updated them clicking on the links, first time it gave me an error while installing (in the cmd section), i tried it again it looked fine, i restarted the pc and i switched to the 5GHz. 

it's a bit better but it's not resolved. It stutters less often but it still does. 

could it be an hardware problem?

[chiaraelisa]

Update:

since you said the wifi might be interfering i turned it off and played a downloaded content, same issues, still stutters. 

[Paul_Tikkanen]

Sorry that updating the driver didn't work.

It might be a hardware issue, but I couldn't say for sure.

If your notebook is still under warranty, you may want to contact HP technical support and submit a support case under the warranty.

https://www8.hp.com/us/en/contact-hp/ww-contact-us.html