connecting a bluetooth audio device but no audio plays out o... - HP Support Community

YetiSpaghetti · ‎10-02-2025

Hello!

I've been having this problem for quite a while and I haven't get found something useful/ someone in the same position as me. So, I connect my bluetooth earphones and it definitely connects because the earphones play the "connected" sound in my ears, plus the bluetooth panel says "connected". So I try to play audio and it only plays out of the speaker. I go to my settings to change the output of the audio (like I've been told to do so many times) but there's no option for me to change it! I try to remove the device and re-connect it, still nothing. Oh and there's no updates pending either so that isn't it. This only happens occasionally so it's weird, usually when I'm already in a bad mood.

If someone could help that would be awesome, I just wanna use my bluetooth audio lol.

Hawks_Eye · ‎10-05-2025

Hi @YetiSpaghetti

Welcome to the HP Support Community! We're here to help you get back up and running.

My sincere apologies for the inconvenience caused to you. We'd hate for you to be stuck in a situation like this. Because you matter to us.

I understand the earphones connect, but Windows doesn’t switch the audio output or even list them as an option. Let’s walk through a focused fix that gets your Bluetooth audio working reliably.

1. Check Bluetooth Profile Type

Sometimes Windows connects your earphones as a "hands-free device" (HFP) instead of a "stereo audio device" (A2DP), which prevents proper playback.

Go to Settings > Bluetooth & Devices > Devices.
Click your earphones → check if it says Connected voice, music.
If it only says Connected voice, Windows is using the wrong profile.

Fix:

Remove the device completely.
Reconnect and wait 10–15 seconds after pairing.
Open Control Panel > Sound > Playback tab.
Look for your earphones listed as Stereo or Headphones.
Right-click and set as Default Device.

2. Force Audio Output Switch

If your earphones don’t appear in the playback list:

Press Windows + R, type control mmsys.cpl, press Enter.
In the Playback tab, right-click and enable Show Disabled Devices.
If your earphones appear, right-click → Enable → Set as Default.

3. Restart Bluetooth Audio Services

Press Windows + R, type services.msc, press Enter.
Find Bluetooth Audio Gateway Service and Bluetooth Support Service.
Right-click each → Restart.

4. Update Bluetooth and Audio Drivers

Even if Windows says you're up to date, manually update:

Go to HP Envy x360 16-ad0000 Drivers Page.
Download and install:
- Realtek Bluetooth Driver
- Realtek Audio Driver
- Intel Chipset Driver (helps with device recognition)

5. Use HP Audio Switch (If Installed)

Search HP Audio Switch in Start.
If available, use it to manually toggle between speaker and Bluetooth output.

You're doing everything right, and with these steps, your audio should follow your mood, not worsen it.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards,

Hawks_Eye

I am an HP Employee.

YetiSpaghetti · ‎11-22-2025

Okay, I've come back into this issue despite not having it for a few weeks.. we're back again!

1: tried, didn't help.

2: i typed in "mmsys.cl" in the Windows + R and pressed enter and nothing happened? like nothing came up on my screen, i checked i spelt it right. so unsure about that.

3: tried restarting Bluetooth audio gateway service and now its in a continual state of "stopping". not sure how to fix that.

4: i havent tried, im a little scared of it, maybe my last resort

5: i dont have HP audio switch installed, how do i install it (if i can)?

and sorry for making this so late, it was fine up until now! and thanks so much 🙂

Hawks_Eye · ‎11-24-2025

Hello @YetiSpaghetti

Thanks for getting back to me.

I understand how frustrating it is when Bluetooth earphones connect but Windows refuses to route audio through them. You’ve already tried several good steps, so let’s refine the process and clear up the points where things got stuck.

Addressing the issues you mentioned

1. Bluetooth profile check

If the device only shows “Connected voice,” Windows is using the wrong profile (hands‑free).
Remove the device, re‑pair it, and wait 10–15 seconds before testing.
In Control Panel > Sound > Playback, the earphones should appear as “Headphones” or “Stereo.”

2. Correct command for Sound settings

The Run command is mmsys.cpl (not mmsys.cl).
Press Windows + R, type mmsys.cpl, and press Enter.
This opens the classic Sound panel where you can enable hidden devices and set defaults.

3. Bluetooth Audio Gateway Service stuck at “Stopping”

When a service hangs, restart the PC to clear it.
After reboot, open services.msc again and check if “Bluetooth Audio Gateway Service” and “Bluetooth Support Service” are running.
If they fail repeatedly, reinstalling the Bluetooth driver usually resolves it.

4. Driver updates

Even if Windows Update says you’re current, manual installation ensures proper profiles.
Visit your model’s support page:
HP Envy x360 – Software and Drivers
Download and install the latest Bluetooth driver and Audio driver.
Restart after installation.

5. HP Audio Switch

HP Audio Switch is bundled with some driver packages, not a separate download.
If it isn’t installed, updating the audio driver from HP’s site may add it.
Once installed, search “HP Audio Switch” in Start to toggle outputs.

Your Bluetooth earphones connect, but Windows isn’t switching to the stereo audio profile. Using the correct Sound panel command (mmsys.cpl), ensuring services are running, and updating Bluetooth/Audio drivers from HP’s site should restore proper playback. HP Audio Switch may appear after driver updates, giving you a manual toggle option.