cancel
Showing results for 
Search instead for 
Did you mean: 
KIRYOWA
Level 1
8 7 0 0
Message 1 of 12
474
Flag Post

b&o laptop speakers not working

HP Recommended
PAVILION 15-cs1006TX
Microsoft Windows 10 (64-bit)

Hi.

I lost sound from my speakers and headphones after updating windows but bluetooth works right. also the mute button nolonger lights when I pressed while the sound icon displays a grey cross sign instead of red when i press the mute button.

I tried updating my drivers but still all the same even after a fresh windows installation. I thought maybe I need b&o drivers the driver I  have is not compatible with my laptop PAVILION 15-cs1006TX. product number is 5HS45PA#AB2

Annotation 2020-08-17 151934.png

    /justin

11 REPLIES 11
The_Fossette
HP Support Agent
HP Support Agent
29,155 29,127 1,959 2,605
Message 2 of 12
Flag Post
HP Recommended

@KIRYOWA

 

I reviewed your post and I understand that you are facing issues with the audio on your computer.

 

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

 

Have you tried unmuting the speakers and are you getting sound?

What is the version of Windows installed on your computer? (Like 1903 or 1909)

 

Meanwhile, I recommend you uninstall the audio driver from device manager and then download and install the driver from the below link.

 

https://ftp.hp.com/pub/softpaq/sp104001-104500/sp104010.exe

 

Here is how it is done.

 

  1. Type "Device Manager" into the search field to open the device manager console.
  2. Expand the node that represents the type of device that you want to uninstall, right-click the device entry, and click Uninstall.
  3. On the Confirm Device Removal dialog box, click OK to start the uninstall process.
  4. When the uninstall process is complete, remove the device.

NOTE: On the Confirm Device Removal dialog box, click the Delete the driver software for this device option to delete the driver package that was used for the device.

 

Let me know how it goes and you have a great day!

 

P.S: Welcome to the HP Support Community 😊

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

Was this reply helpful? Yes No
KIRYOWA
Author
Level 1
8 7 0 0
Message 3 of 12
Flag Post
HP Recommended

I have windows 1909 version & even when I unmute I get no sound. But let me first try your solution

Was this reply helpful? Yes No
The_Fossette
HP Support Agent
HP Support Agent
29,155 29,127 1,959 2,605
Message 4 of 12
Flag Post
HP Recommended

@KIRYOWA

 

Thank you for the update.

 

Try the suggested steps and let me know how it goes.

 

Cheers!

The_Fossette
I am an HP Employee

Was this reply helpful? Yes No
KIRYOWA
Author
Level 1
8 7 0 0
Message 5 of 12
Flag Post
HP Recommended

I still hear no sound after downloading the driver. plus the mute light still not working

 

Was this reply helpful? Yes No
Echo_Lake
HP Support Agent
HP Support Agent
24,988 24,942 1,163 1,196
Message 6 of 12
Flag Post
HP Recommended

@KIRYOWA

Thank you for posting back. 

 

I have a few troubleshooting steps we could try to fix the issue:  

Firstly, perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

Use the troubleshooting tool in Windows

The audio troubleshooting tool in Windows can automatically fix common audio recording and audio playback problems with your computer. Run the troubleshooting tool using the following steps:

  • In Windows, type find and fix audio into Search, or right-click the speaker icon https://hp.dezide.com/data/pictures/hp-external/web_author/guid-a7774d00-7a27-4b96-ab1c-b2f8a7083ba0-low_86905_en.jpg in the taskbar and select Troubleshoot sound problems.
  • Select Find and fix audio playback problems or Find and fix audio recording problems from the Search results.
  • Click Next.
  • Select the device you want to troubleshoot and click Next.
  • Wait while the troubleshooter detects problems and makes changes (or prompts you to make changes).
  • When the troubleshooter is done, the Troubleshooting has completed page is displayed, listing any problems found and what changes were made to the computer.
  • Click Close.
  • If a recommended action is displayed, select Apply this fix.

Restoring the audio driver in HP Recovery Manager:

  1. In Windows, search for and open Recovery Manager.
  2. Click Reinstall drivers and/or applications.
  3. Select the audio driver in the list, and then click Install.
  4. Wait for the driver to reinstall. When the installation is complete, click OK.
  5. Close HP Recovery Manager and then restart your computer.
  6. Test for sound. If the audio problem persists after reinstalling the driver, try updating the driver using Device Manager.

Updating the audio driver using Device Manager:

Make sure the audio device is enabled and then update the audio driver using Device Manager as follows:

  1. In Windows, search for and open Device Manager.
  2. Double-click Sound, video and game controllers.
  3. If a sound device is listed with a down arrow, the device is disabled. Right-click the sound device name and select Enable to re-enable the device.
  4. With the sound device enabled, right-click the sound device and select Update Driver Software.
  5. Click Search automatically for updated driver software.
  6. Windows checks for and installs any updated drivers found. The window displays whether the computer already has the latest available driver or if Windows was able to successfully update the audio driver.
  7. If a window opens asking you to restart the computer, restart the computer.
  8. Test for sound. If the audio problem persists after updating the driver, continue to the next step.

If you completed these steps and the latest driver was already installed, use the following steps to uninstall and then reinstall the driver:

  1. In Windows, search for and open Device Manager.
  2. Double-click Sound, video and game controllers.
  3. Right-click the sound device and select Uninstall.
  4. Restart the computer to reinstall the driver.
  5. Test for sound. If the audio problem persists after reinstalling the driver, continue to the next step.

BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

 

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.

ECHO_LAKE
I am an HP Employee

Was this reply helpful? Yes No
KIRYOWA
Author
Level 1
8 7 0 0
Message 7 of 12
Flag Post
HP Recommended

I tried out most of the options mentioned but the problem persisted. Am not sure what happened to my laptop

 

Was this reply helpful? Yes No
KIRYOWA
Author
Level 1
8 7 0 0
Message 8 of 12
Flag Post
HP Recommended

i tried out most of the solutions but still no sound is heard. i really cant figure out whats wrong with my laptop

Was this reply helpful? Yes No
KIRYOWA
Author
Level 1
8 7 0 0
Message 9 of 12
Flag Post
HP Recommended

I ran the troubleshooter and everything works fine apart from this message it displayedAnnotation 2020-08-21 005541.pngAnnotation 2020-08-24 141236.png

Was this reply helpful? Yes No
KIRYOWA
Author
Level 1
8 7 0 0
Message 10 of 12
Flag Post
HP Recommended

Annotation 2020-08-24 141236.png

Was this reply helpful? Yes No
Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation