system not recognizing internal RealTek sound hardware

[lauraseeker]

I can't get the sound to play - internal Realtek hardware - it came in laptop and runs very well, normally. I've run all HP hardware diagnostics and all Windows 11 diagnostics.  All messages say that there is no sound hardware installed.  But, periodically, for a split second the 'x' (mute) is removed from the speaker icon.  But just for a split second. Sound also comes out for a split second, periodically, when playing (for example)  a YouTube  video. 

I normally use a Jabra device for output (I use Zoom several times a week) and this issue started with me thinking the issue was with the Jabra device.  No such luck.  I'm just trying to get sound from the laptop now.

Any advice? Thanks!

[Nal_NR]

Hi @lauraseeker,

Welcome to the HP Support Community. 

I'd like to help!

To be able to answer you effectively, we need some information.

Excellent description and a great diagnosis. It is greatly appreciated.           

As a workaround, request you open device manager by doing a right-click on the Windows button/menu.

1. Expand “Sound, Video and Game controllers” or under “other devices” in Device manager.
2. To find the audio drivers installed on your computer.
3. Right-click on the audio drivers listed there and uninstall the Intel high definition audio and Realtek audio drivers listed there.
4. Delete the drivers if prompted during the uninstall process.
5. Once done, click on View and select Devices by connection on the Device manager.
6. Expand ACPI x64 based PC.
7. Expand PCI Express Root complex and right-click on Intel Smart Sound technology Audio controller and uninstall the device.
8. Make sure to delete the driver if prompted during the uninstall process.
9. Once done, click on Action and Scan for hardware changes twice in the device manager.
10. Close device manager.
11. Open Settings from the Windows menu.
12. Click on Update and Security and check for updates to get the new audio driver for your computer.

This should resolve the issue you are facing.

If this does not work, it might require one-on-one interaction to fix the issue.

Hope this helps! Keep me posted for further assistance.
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