muted microphone in HP Spectre x360 Bang&Olufsen

[BO123]

The  Microphone in HP Spectre X360 Bang & Olufsen models does not work due to incompatibility audio driver issue with  Microsoft audio drivers (see the attached picture with inactivated Micophone). In old models (2016), the MS store helped me to deactivate the B&O drivers (Conaxan) to make the microphone working, however, when Windows updates or HP updates, it will reactive B&O driver and inactivated microphone right away.  During those process, it also deactives Arc Touch Mouse (i needed to remove and reinstalled mouse). In newer model, HP Spectre x360 Convertible 13-ac0X, they use Realtek High Definition Audio Drive which can not removed nor deactivated.  This driver is again not compatible with windows driver, or it will mute microphone once you start to use microphone.

In the last 6 months, I talked many times to HP tech support and they could not fix the problems (they reinstalled windows many times and thought it was a hardware problems).  They provided no solutions at all and tech support managers have been very reluntant to return my calls.  HP should be able to fix problem very quickly.  Hopefully, i will get positive feedback from HP experts. 

[Riddle_Decipher]

@BO123

Thank you for joining HP Forums. 

I'll be glad to help you 🙂 

As I understand the microphone has been muted and isn't turning on due to the B&o software,

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details: 

Did this issue occur after any recent window updates?

Have you attempted to install the audio drivers from the HP website directly or was it via the HP Support Assistant?

(Click here to install the Audio & Chip-set drivers, BIOS from the HP website)

While you respond to that, I recommend the below steps to disable the B&o software as there's no other permanent fix as off now:

1. Go to Windows Device Manager > Sound, video and game controllers section.
2. In the list of audio device drivers, look for Realtek High Definition Audio. This is the device driver for BeatsAudio (a little bit sneaky, wouldn’t you say?).
3. Right-click and select Disable. The downward arrow displays on this driver, indicating it is disabled. (NOTE: At this point, you won’t be able to play any music files.)
4. Right-click and select Update Driver Software.
5. Select Browse my computer for driver software.
6. Select Let me pick from a list of device drivers on my computer.
7. You should see a window that says Select the device driver you want to install for this hardware. NOTE: If you see a window that says something like This is the best driver for this device, exit the window and repeat steps 4, 5, and 6.
8. In the Model box, highlight High Definition Audio Device (this is the substitute audio device driver) and click Next.
9. At the Update Driver Warning window, click Yes. You should see a confirmation window withHigh Definition Audio Device displayed. Click Close.
10. In the list of audio device drivers in the Sound, video and game controllers section, you’ll notice that the High Definition Audio Device now displays instead ofRealtek High Definition Audio.
11. At the prompt to reboot, click Yes.

Keep me posted,

If the information I've provided was helpful, 

Give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us and others see that we've got the answers!

Good Luck.

[BO123]

Dear Riddle_Decipher,

Thank you for your kind suggestions.

A MS technicain did (Click here to install the Audio & Chip-set drivers, BIOS from the HP website):  did not work.  He also tried to replace Realtek with a couple of Windows  drivers and failed.

I followed your instruction and failed, as no selections besides Realtek versions Dec 16 or March  17.  I tried to  uninstalled or remove realtek software, but  it came back after reboot.  I found out there is no way to remove this Realtek driver at all.  I consider that  it is a defective  or incompatible one with Windows audio drive. 

HP should fix it right away or recall all B&O notebooks. 

The B&O notebook is a 3rd one that i got  since last October.  The latest one just arrived last Thurs, and it had the same problems as the previous two. 

[Riddle_Decipher]

@BO123

Thank you for posting on the HP Support Forums, 

I understand your concern and to help you out, 

I have escalated your concern to HP's Support Team in your region to have it reviewed for available options (if any). 

You should be contacted within 4 business days (Excluding Holidays & Weekends). 

Response times may vary by region. 

Please send a Private Message, if you aren't contacted within 4-5 business days.  

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

And Feel free to post your query for any other assistance as well, 

It's been a pleasure interacting with you and I hope you have a good day ahead.

[BO123]

thought i replied, but can not see it.  Instead it appeared that i got a fraudulent HP support asking me my personal info (again, i could not see that psot and my reply to him). 

so repost again on my observations:

1. I could not  uninstall "Realtek, as it kept "auto-installing" itself after reboot
2. In Device Manager: Deactivate or uninstall MicroArray drivers in the audio in and out device and Disable “Realtek High Definition Audio”  “Sound, Video, game controller” Section
3. Uninstall “Realtek” in Control Panel and no reboot. Drain the battery to zero and shut down the notebook (no power cord was attached the notebook) for at least 30 min
4. Boot: No “Realtek” software in Control Panel; B&O appears working
5. Shut off PC for 5-10 min (no connection igh to power cord) and then boot. “Realtek” is back
6. B&O appears working (Mic).

My Questions are 1. why the mic of the notebook  was "dead arrival" from China? 2. Is the system "Stable"? 3. Will removing "Static Ram" (that is the methods used above)  resolve the problem for good? 

Thanks

.