no speakers or microphones found

[FIRSTManagement]

Last time I did a video call (a few days ago) my sound was fine.

This morning I did a Windows update (I don't know how to tell which update it was - but it was a recently released one)

and now, when I run the hp 'Audio Check':

No speakers found (Hardware problem detected)

No microphones found (Hardware problem detected)

I suspect that there is no hardware problem, just a driver problem.  In my device manager, under 'sound, video and game controllers' I only have Cirrus Logic Awesome Speaker Amps.

I found the 'software and drivers' page at support.hp.com

I downloaded the realtek high definition (HD) audio driver 6.0.9643.1 rev A.  It says it is for Windows 11 version 23H2(64 bit) - though my laptop just updated to 24H2 (which is when, I think, the problem was caused).

When I tried to install the driver, the blue circle went around a few times and then disappeared. Nothing!

I ran the hp hardware check (?UEFI) and I had a failure when checked the microphone 

• Failure details - Microphone check:
• Failure ID:909KXA-BG7CAL-XD7X1F-22GN03
  Test date:2024-12-05
  Component tested:Microphone check
• IMPORTANT:The test wasn't able to properly record audio with the microphone and play it back with the speakers. 
• Additional guidance  Unplug and reconnect the speakers and microphone to the computer.

This happened with my camera a couple of weeks ago in a previous Windows update and it took a couple of days for me to fix it (sub-optimal solution of uninstalling the Windows update).

What do I do now?

thanks

Ian

[Alden4]

Hi @FIRSTManagement,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

The issue you're experiencing with your HP ENVY x360 likely stems from the recent Windows update causing conflicts with the audio drivers or system settings. Here's a step-by-step guide to troubleshoot and potentially resolve the issue.

Verify the Windows Update Installed

1. Check Recent Updates:
   • Open Settings > Windows Update > Update history.
   • Identify the latest installed update.
2. Uninstall the Update (If Necessary):
   • Go to Control Panel > Programs and Features > View Installed Updates.
   • Locate the most recent update (KB number) and uninstall it.

Reinstall Audio Drivers

Since the Realtek driver installation failed, let's try another approach:

Use Device Manager to Update Drivers:

• Press Windows + X and select Device Manager.
• Expand Sound, video and game controllers.
• Right-click Cirrus Logic Awesome Speaker Amps and select Update driver > Search automatically for drivers.

Manually Install Drivers:

• Download the Realtek HD Audio driver from the HP support site again, ensuring compatibility.
• Run the installer as Administrator:
  • Right-click the installer and choose Run as Administrator.

Use the Microsoft Generic Audio Driver:

• In Device Manager, right-click the audio device and select Update driver > Browse my computer for drivers > Let me pick from a list.
• Select the High Definition Audio Device (generic driver) and install it.

Test Audio Hardware Using HP Diagnostics

Since the HP hardware test failed for the microphone, confirm if this persists:

• Restart your laptop and boot into UEFI Diagnostics:
  • Power off the laptop, press the power button, and repeatedly tap the Esc key.
  • Choose F2 for System Diagnostics.
  • Run the Audio Test again and note the results.
  • If it still fails, there may be a hardware issue.

Check Audio Services

Verify Windows Audio Services:

• Press Windows + R, type services.msc, and press Enter.
• Find Windows Audio and Windows Audio Endpoint Builder.
• Ensure both are set to Running and Automatic.

[Alden4]

Restart Audio Services:

• Right-click on both services and select Restart.

Roll Back or Reset Drivers

Roll Back Audio Driver:

• In Device Manager, right-click the audio device.
• Select Properties > Driver tab > Roll Back Driver (if available).

Uninstall and Reinstall Drivers:

• Right-click the audio device and select Uninstall device.
• Restart your laptop to let Windows automatically reinstall the driver.

Advanced Troubleshooting

Run Audio Troubleshooter:

• Go to Settings > System > Troubleshoot > Other troubleshooters.
• Run the Playing Audio and Recording Audio troubleshooters.

Check for BIOS Updates:

• Visit the HP Support site and look for a BIOS update for your laptop model.
• Install it if available and follow on-screen instructions.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[FIRSTManagement]

Alden4,

Thanks for the many suggestions (across two messages).  I will respond to your suggestsions one-by-one:

Windows update

recent update:  all have been installed,

uninstall:  I don't want to do this if I can avoid it, because last time I had to restore using the recovery drive etc and I still not back to normal

Reinstall audio drivers

device manager:  Cirrus logic awesome speaker amps says it is up to date

manually install drivers:  I went through the support site installer. no opportunity to right click and run as administrator.  I have a log file for the installation, if that is useful to you. I can't see any change in the system e.g. device manager.

microsoft generic audio driver

in device manager, I don't see an 'audio device' . I can see cameras, disk drives, sound video and game controllers - but nothing that says 'audio'

Test audio hardware

UEFI Diagnostics:  When I was going to run the microphone record test, there was a message that the internal microphone is not currently supported and to run the HP PC Hardware Diagnostics Windows to further diagnose. (BTW I did hear a number of tones- so the speaker was working).

When I can HP PC Hardware Diagnostics Windows v2.6.30. The audio device check reported: Audio driver was installed and up to date, but the audio playback test reported 'device not found'

Check audio services

both 'windows audio' and '....endpoint builder' were running and automatic.  I restarted both as instructed.

Roll Back or Reset Drivers

in device manager, I don't see an 'audio device' . I can see cameras, disk drives, sound video and game controllers - but nothing that says 'audio'

Advanced troubleshooting

This is where I started. I can't see separate playing and recording troubleshooters - just 'audio' and it reports 'no devices connected'

BIOS updates

HP Hardware diagnostics says my BIOS is up to date.

Where to now???

Ian

[Alden4]

Hi @FIRSTManagement,

Thank you for your response, 

Let's address this step by step to explore what might be happening and how to resolve it.

Confirm the Audio Device in BIOS

Sometimes, the onboard audio can be disabled in the BIOS, preventing it from appearing in Windows.

• Steps:
  • Restart your PC and enter the BIOS/UEFI setup (usually by pressing Esc, F2, or F10 during boot).
  • Look for an Audio or Onboard Devices section.
  • Ensure that the onboard audio is enabled.
  • Save changes and exit.

Check for Hidden Devices in Device Manager

If the audio device isn't visible in the usual sections, it might be hidden.

• Steps:
  • Open Device Manager.
  • Click View > Show hidden devices.
  • Check under Sound, video, and game controllers or for any unknown devices with a yellow exclamation mark.
  • If you find an audio-related device, right-click it and select Update driver or Enable if it is disabled.

Manually Install the Correct Audio Driver

Since you mentioned using Cirrus Logic drivers, ensure you’ve installed the correct one.

• Steps:
  • Visit the HP support site for your specific laptop or desktop model.
  • Download the audio driver specific to your model.
  • Manually force the driver installation:
    • Right-click the downloaded driver file and choose Run as Administrator.
    • Go back to Device Manager, and if no audio device is listed:
      • Click Action > Add Legacy Hardware > Install manually > Select Sound, video, and game controllers > Install the Cirrus Logic driver.
  • Restart your PC.

Reset Windows Audio Stack

Rebuilding the Windows audio stack may help.

• Steps:
  • Open Command Prompt as Administrator.
  • Run these commands one by one:

net stop audiosrv
net stop AudioEndpointBuilder
net start audiosrv
net start AudioEndpointBuilder
 

• Restart your PC.

[Alden4]

Use Microsoft’s Generic High Definition Audio Driver

If your system fails to recognize the Cirrus Logic driver, you can force the installation of the Microsoft High Definition Audio Device.

• Steps:
  • Open Device Manager > Action > Add Legacy Hardware.
  • Select Install hardware that I manually select.
  • Choose Sound, video, and game controllers > High Definition Audio Device (generic driver).
  • Restart your system.

Run HP PC Hardware Diagnostics Again

Given that HP PC Hardware Diagnostics reported "device not found," it might suggest a hardware failure. However, try running the diagnostics in Windows Safe Mode to rule out software conflicts.

• Steps:
  • Boot into Safe Mode (press Shift + Restart, then go to Troubleshoot > Advanced Options > Startup Settings > Restart, and select Safe Mode).
  • Run the hardware diagnostics again.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support

[FIRSTManagement]

Alden

I followed your instructions as well as I could to no avail.

I was unable to run the HP hardware diagnostics in safe mode; I was unable to locate the tool to start it.

I've waited a few days because I have been concentrating on trying to find a file I lost when I was trying to fix the camera issue a couple of weeks ago.

Anyway, I have a work around. I bought an expensive headset with software, and I can use that for sound. It works, but, as I only have one USB-C, I have to disconnect the external screen.  It will be a bit weird when I do singing practise, but it will work well for video conferences.

To be honest, this is the third time I have had a major disruption to my work (I am self-employed) in the last 10 months due to hardware/windows issues. Some of my friends suggest that I cut my losses and buy another laptop. I have had this one for less than 2 years. A headset cost less than a new machine, but I wonder how long it will be before I need a new machine?

Ian

[Alden4]

Hi @FIRSTManagement,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Alden4

HP Support