win 10 system sound is muted

[hollyglaser]

Hello

After the last Microsoft update

There is no sound on my PC and the system sound is muted. I will be grateful for any advice

PC is on ethernet

What I have done so far to fix this:

1.  uninstalled last Microsoft update
2. . ran audio test --> Failed
3. ran system recovery before last Microsoft update --> successful recovery but no change
4. Device driver> sound and audio> deleted all drivers> restart> --> no change system still muted
5.  downloaded and ran the Malwarebytes tool --> no infection found

WIN 10 Version 10.0.18363 Build 18363
System Model HP Spectre x360 Convertible
System Type x64-based PC
Processor Intel(R) Core(TM) i7-6500U CPU @ 2.50GHz, 2592 Mhz, 2 Core(s), 4 Logical Processor(s)
BIOS Version/Date American Megatrends Inc. F.53, 7/1/2019

Audio Check system test failure code GUVB6X-840A3F-MFPWLK-21SK13, after windows 10 update
MAY 17, 16:04

Faulting application name: DTHtml.exe, version: 1.2.21.6, time stamp: 0x56bd247e
Faulting module name: MSVCR80.dll, version: 8.0.50727.9659, time stamp: 0x5c7d6589
Exception code: 0xc000000d
Fault offset: 0x00014584
Faulting process id: 0x2ca8
Faulting application start time: 0x01d62ca2a47befd4
Faulting application path: C:\Program Files (x86)\Hewlett-Packard\HP My Display\DTHtml.exe
Faulting module path: C:\WINDOWS\WinSxS\x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.9659_none_d08cfd96442b25cc\MSVCR80.dll
Report Id: 7675568f-c8fb-4a36-ae69-025055e82f84
Faulting package full name:
Faulting package-relative application ID:

- System

- Provider

[ Name] Application Error

- EventID 1000

[ Qualifiers] 0

Level 2

Task 100

Keywords 0x80000000000000

- TimeCreated

[ SystemTime] 2020-05-17T23:27:35.289369000Z

EventRecordID 86495

Channel Application

Computer spectreholly

Security

- EventData

DTHtml.exe
1.2.21.6
56bd247e
MSVCR80.dll
8.0.50727.9659
5c7d6589
c000000d
00014584
2ca8
01d62ca2a47befd4
C:\Program Files (x86)\Hewlett-Packard\HP My Display\DTHtml.exe
C:\WINDOWS\WinSxS\x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.9659_none_d08cfd96442b25cc\MSVCR80.dll
7675568f-c8fb-4a36-ae69-025055e82f84

[Echo_Lake]

@hollyglaser

Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, I appreciate your efforts to try and resolve the issue. I did decode the failure ID and it refers to Audio Failure (unspecified) As we have limited support boundaries in the support community as of now.

I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/

   
Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.