error in the internal audio

[nourhan908]

Dear HP Support Team,

I am experiencing an internal audio problem with my HP ZBook 15 G6. The built-in speakers are no longer detected by Windows, and the system sometimes displays "No audio devices are installed."

1. Device and System Information

• Model: HP ZBook 15 G6

• Product Number: 17F00UC#ABA

• BIOS: HP R92 Ver. 01.35.02 (May 5, 2026)

• Operating System: Windows 11 Pro, Version 26H2

• Audio System: Bang & Olufsen / Realtek Audio / Intel Smart Sound Technology (SST)

2. Main Problem

The internal speakers are missing from Windows Playback devices, even after enabling "Show Disabled Devices" and "Show Disconnected Devices."

Important: Bluetooth audio devices connect and play sound normally. The audio problem affects the laptop's built-in speakers, not Bluetooth audio.

Device Manager reports:

Intel(R) Smart Sound Technology OED

• Error: This device cannot start. (Code 10)

• Additional message: FW did not send FW Ready notification.

• Driver Provider: Intel Corporation

• Driver Version: 10.23.4880.250

• Driver Date: August 5, 2021

• INF: oem245.inf

• Service: IntcOED

Hardware ID:

INTELAUDIO\DSP_CTLR_DEV_A348&VEN_8086&DEV_0222&SUBSYS_860F103C&REV_0010

Other relevant devices:

• Intel Smart Sound Technology Audio Controller: Working properly.

• Realtek(R) Audio: Working properly.

• Intel Display Audio: Present.

• Intel Management Engine Interface: Working properly.

3. Troubleshooting Performed

I have already tried the following without resolving the issue:

1. Restarted Windows and performed a full power reset.

2. Uninstalled the Intel SST OED device and scanned for hardware changes.

3. Reinstalled the Intel SST OED driver.

4. Downloaded and installed the official HP audio package SP154106.

5. Removed and reinstalled the OED driver using pnputil.

6. Checked Windows Optional Updates for audio driver updates.

7. Checked Intel audio-related services.

8. Ran HP Hardware Diagnostics System Board Test, which passed.

Driver installation completes successfully, but the Intel SST OED device continues to fail with Code 10 and the same firmware initialization error.

4. Additional Technical Findings

The Windows SetupAPI log confirms that Windows selects and installs the matching Intel OED driver, but the device fails to start afterward:

• Problem Code: 0x0A (CM_PROB_FAILED_START)

• Problem Status: 0xC000009E

The parent Intel audio controller is detected:

PCI\VEN_8086&DEV_A348&SUBSYS_860F103C&REV_10

The problem started around October 30, 2026. The internal audio had previously been working.

5. Assistance Requested

I would appreciate your help investigating:

• Whether there is a known Intel SST DSP firmware initialization issue on the HP ZBook 15 G6.

• Whether a compatible Intel SST OED driver or DSP firmware package is available for Windows 11 26H2.

• Whether a BIOS, chipset, or audio firmware recovery procedure is required.

• Whether this could indicate a hardware issue involving the audio DSP or motherboard.

I would prefer to avoid reinstalling Windows or replacing hardware unless necessary. Please advise on the appropriate diagnostic and repair procedure.

Thank you for your assistance.

[GOLD_MASTER]

Hi @nourhan908,

Thank you for the very complete information on your ZBook 15 G6. When the internal speakers disappear completely but Bluetooth audio works, the Realtek/Intel Smart Sound driver stack is usually broken (common after a Windows feature update).

Option 1 – Clean reinstall of the Intel Smart Sound stack

1. Right-click Start > Device Manager > System devices.
2. Right-click Intel Smart Sound Technology (Audio Controller and OED) > Uninstall device, tick Attempt to remove the driver, and repeat until the tick box is no longer offered.
3. Do the same for Realtek Audio under Sound, video and game controllers, then restart.
4. Install, in this order, the Intel SST and Realtek audio drivers listed for the ZBook 15 G6 (Windows 11) at https://support.hp.com/drivers, restarting after each.

Option 2 – Hardware check

1. Power on and tap Esc > F2 > Component Tests > Audio.
2. If the test fails or the speakers are not detected there either, the speakers or their cable are faulty and need service.

If it persists, please share the result of the audio test.

Keep me posted!