sound card acting up on envy x360

[Yossarian2]

Hello everyone,

laptop is only 3 weeks old.

So far the issue occurred only when doing video conferences (google meet), but I can't exclude it would happen using any other source of audio, we haven't tried enough.

Randomly during the conferences, the audio crashes: the video continues and it's possible to type, however the speakers emit a loud sound, something like this:

https://www.youtube.com/watch?v=KmJFVgOg34E

Closing the browser or pressing any key does not stop it, the only way is to do a hard reset.

Also, recently, instead of the buzzing sound, it simply muted itself. Again, in this case the only way to restore the audio was a hard reset (volume control keys were unresponsive)

I have tried:

- updating every possible driver, and the bios

- run the hw diagnostic tool (according to it everything is fine)

- the solution posted here https://h30434.www3.hp.com/t5/Notebooks-Archive-Read-Only/HP-Spectre-15-BL012DX-Completely-Freezes-M...

Nothing works. The CPU temperature when it occurs is around 65C when I checked it, so it shouldn't be an issue.

Chat HP support suggested a factory reset before sending it for repair, but I bet:

- it will not fix the problem

- given it's random, they may not see it when the laptop returns for repair

Any help is greatly appreciated

[praveen196]

@Yossarian2 Welcome to HP Community!

I understand that you are getting noise from the speakers.

To confirm whether it's the speaker or the audio card, plug-in Headphones and see if the same issue appears there. If it doesn't then it indicates that there is an issue with the Speaker Hardware. 

I would Suggest you Contact HP for a hardware service, although, if the sound appears on the headphone as well, follow the below steps: 

Update drivers through Device Manager, instead of manually, if you haven't tried it before: 

a) Open the run command by pressing Windows key + R and type “devmgmt.msc” (without quotes) and hit Enter. 

b) Spot and expand the “Sound, video and game controllers”. 

c) Right click on the High Definition Audio Device driver and select “Disable”. When it prompts to choose an option, click OK. Close the Window, come back and try to re-enable it. Now check if the issue still appears. 

d). If it does, then right click on the High Definition Audio Device driver and select “Update Driver Software”. When it prompts to choose an option How do you want to search driver, then go with Search automatically for updated driver software 

If you have a driver available on your PC, then select Browse my computer for driver software, then select the appropriate location, where the driver located on your PC for updating it.  

(Ensure that PC is connected to the Internet while performing this step) 

e). Once this is done, restart the computer to check the problem fixed. If it doesn't fix the issue, then Right click on the same driver and select “Uninstall” then restart the system and let the system install the driver automatically on Start. Check and see if it resolve the issue. (Recommended step). 

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[rossbo]

That is exactly what I am experiencing too. I purchased this computer for my daughter to use for online classes to avoid borrowing a Chromebook for families which may not be able to afford it. I am likely going to return the computer back for a refund, since we had to borrow a Chromebook. HP, great product. Too bad your team refuses to fix a serious issue with conference calls.

[Yossarian2]

Rossbo, I bought it for the same exact reason.

Were you having problems with Google Meet conferences?

I sent my 360 to HP for repair, after a few weeks it will come back tomorrow.

If the problem is so specific with a certain application, it means they may have replaced the sound card, but something in their hardware is conflicting with that software

[Sn4ck]

I'm also having this issue, with Zoom and Discord as well. It seems to be anything that requires the mic

[Jacobusg13]

You obviously have a major issue with your product.  Please stop pawning the necessary work off to your consumers and come up with a real solution.