"Mute" blocks sound on HP Envy x360

[Kaa_1994]

Hello,

I have already read several blogs labelled as "solved" about this issue, but after performing every solution, the probem persists on my laptop.

I bought this HP envy 3 weeks ago, and have not been using it that much. It has Bang & Olfusen speakers that were perfectly working until yesterday afternoon, when I switched on my computer, and "Mute" was on. Each time I tried to level up the volume, it went automatically down, so I could hear the system sound for 1 sec (the speakers work fine) but it is then brought to mute.

This problem is very, very annoying, obviously because I can't play anything, and the icon of "Mute" is blocking the top left corner of my screen unless I disable the device.

I have already:

• Run a Hardware Diagnostics with HP. Result indicates FAILURE (because basically it plays some audio and asks me if I can hear it, and no, because it's muted).
• Run an Audio Diagnostics with HP. My audio driver has already been updated this way. Still, this does not work, and now the diagnostics say everything is okay (not true).
• Updated the Audio Driver and the BIOS through the HP website.
• Switched to a different driver software (from AMD High Definition Audio Device to High Definition Audio Device).

NOTHING has worked so far. I was doing nothing yesterday that could harm my computer (no downloads, no strange websited - actually I was not even using the Internet). The anti-virus says everything's all right.

In addition to this problem, I have noticed that the taskbar is very unstable (I cannot select a tab from the task bar).

Please, if somebody could help me to overcome this I would be very very grateful.

Kind regards,

Virginia

[erico]

Why not start with completely identifying your notebook with its product number. This is necessary to let us find out what the hardware configuration of your notebook.

Take a look at the tiny print on the bottom for the ProdID. That happens to be the same as the product number. 

Kindly post it in your next response in your thread.

[Kaa_1994]

Hello, 

The product number is 4RE10EA#ABU. I  do not have a general problem with sound not coming out of the computer. Sound works, but the « Mute » option cannot be turned off.

[erico]

Power on and start tapping the F2 key to invoke the PC Hardware Diagnostics utility. 

At the first window, select Component tests and in the Components test window select keyboard.

Kindly keep us in the loop by posting the results of the test.

[chri028]

Are you still having the issue.  My sons laptop did exactly the same thing and i spent over 2 hours troubleshooting it.  I’m hoping it’s related to windows 10

[Kaa_1994]

I am still having the same issue.

HP has provided me with some solutions but none has worked (reinstalling BIOS and Audio driver). In addition, I have reset Windows from scratch and the Mute button is still blocking the sound.

Looking forward to hear some suggestions that might help us.

In any case, re-installing the drivers worked for previous similar issues. 

Kind regards.

[chri028]

I went thru reinstalling drivers, bios, using alternative drivers and it worked for 30 minutes and then went right back to the same issue. In my opinion it’s either hardware and/or drivers. 

[chri028]

Side note, i already went thru a power button problem that was a known issue. I’m less than impressed with this particular laptop. Though i would still buy HP.

[Kaa_1994]

Thank you for the inputs.

I ran the Hardware Test as suggested: the keyboard (in particular, the Mute key) works fine without issue. I tested every key and they all work fine.

As an additional input, I also tested the Audio, and it works fine. I guess that at that stage, the "Mute" is not being taken into consideration, because during the test, the system plays a series of sounds and I could hear them perfectly. Yet, once Windows is loaded, it is Muted forever.

I have resetted Windows from scratch this afternoon, and still the Mute option is set up.

[erico]

Did this start happening after a particular Windows 10 update?

There have been some interesting issues related to audio drivers  and Windows 10 over the past thirty days.

Which version is currently installed in your notebook?