Sound stopped working after updating to Windows 11 on HP Pavilion laptop

[PeterAn]

I updated my HP Pavilion 15-cs2018na laptop to Windows 11 Home version 23H2 (from Windows 10) on 7 September and sound stopped working. When hovering on taskbar speaker icon the message is 'no audio device is installed'. I managed to get sound via a bluetooth speaker.  I have tried all the Windows/HP/support.hp.com trouble-shooters that I can find. Windows Update reports all drivers up-to-date. HP Support Assistant reports two audio devices Intel(R) Display Audio and Realtek High Definition Audio both enabled. I tried Device Manager->Update driver and then Device Manager->Uninstall device then Restart computer. I tried revert to previous driver in Windows.old. I even tried Norton Driver Updater - but computer still thinks there is no audio output or input device. I don't know what else to try. My wife has HP Pavilion 15-cs2013na laptop which Windows Update updated shortly after mine to Windows 11 Home version 24H2 and has had no problems. Maybe if I updated to Windows 11 24H2 my sound problem would go away - but how do I do that? Help! I would be very grateful for any assistance.

[Hawks_Eye]

Hi @PeterAn 

Welcome to the HP Support Community! We're here to help you get back up and running.

The sound issue on your HP Pavilion 15-cs2018na after updating to Windows 11 23H2 is likely due to a driver conflict or missing audio endpoint configuration

. Updating to 24H2 may help, but there are a few targeted steps you can try first to restore audio before forcing a version upgrade.

Step-by-step to restore sound on HP Pavilion 15-cs2018na

Run HP UEFI Hardware Diagnostics (outside Windows)

• Shut down your laptop.
• Power it on and immediately press Esc, then F2 to open HP PC Hardware Diagnostics.
• Select Component Tests > Audio and run the test.
• If the test passes, the hardware is functional and the issue is software-related.

Manually reinstall Realtek Audio driver from HP

• Visit the HP Pavilion 15-cs2018na driver page.
• Download and install the Realtek High Definition Audio Driver listed under “Driver-Audio.”
• Restart the system after installation.

Enable hidden audio devices

• Open Device Manager > View > Show hidden devices.
• Expand Sound, video and game controllers.
• If Realtek Audio appears grayed out, right-click and choose Uninstall, then restart.

Check Windows audio services

• Press Win + R, type services.msc, and press Enter.
• Locate Windows Audio and Windows Audio Endpoint Builder.
• Make sure both are set to Automatic and are Running. If not, right-click and start them.

Use HP App to run audio check

• Open the HP App and go to My Devices > Troubleshooting > Audio Check.
• Follow the guided steps—it may reconfigure the audio endpoint.

Optional: Upgrade to Windows 11 24H2 manually

• If all else fails, you can manually update to 24H2 using the Windows 11 Installation Assistant.
• This may resolve compatibility issues introduced in 23H2.

Let me know how far you get with these steps. 

Once the Realtek driver is properly installed and the audio services are running, your system should recognize the internal speakers again. I’ll stay with you until your sound is crisp and clear.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[PeterAn]

Many thanks, Hawks_Eye. That was useful, but I still have no sound. I respond to the steps that you suggested...

Run HP UEFI Hardware Diagnostics (outside Windows)

Great! That showed that the sound hardware is working. Progress!

Manually reinstall Realtek Audio driver from HP

A real problem here! On support.hp.com I identified my computer and was asked to Select OS - but the only operating system offered by HP was Windows 10: there was no Windows 11. Before updating to Windows 11, I checked that my computer was suitable for Windows 11, which it was. Microsoft is forcing everyone to go to Windows 11 this month. Surely HP must offer drivers for Windows 11?? What can I do about this?

Check Windows audio services

OK. They were both automatic and running

Use HP App to run audio check

What HP app did you mean? I tried HP Audio Centre app, which stated "Realtek Audio Console doesn't support for this machine". I don't understand this. Did you mean a different app?

Optional: Upgrade to Windows 11 24H2 manually

I didn't try this because on my wife's laptop (with 24H2) the sound has now stopped working.

Thanks for your help - but I am feeling really worried about this. Microsoft has forced us to update to Windows 11, and it appears that HP doesn't provide device drivers for Windows 11. Does this mean we have to  buy two new computers?? Very painful!

[Hawks_Eye · Accepted solution]

You are very welcome @PeterAn 

You do not need to buy new computers—HP does support Realtek audio drivers for Windows 11, and there’s a verified update available. You can also run HP’s Audio Check tool using HP Support Assistant to diagnose and fix sound issues. 

I’m really sorry this has been such a frustrating experience. You’ve done everything right—checking compatibility, running diagnostics, and trying to reinstall drivers. It’s deeply unsettling when a forced update disrupts something as basic as sound. 

Let’s restore your audio and peace of mind.

Step 1: Download the updated Realtek audio driver for Windows 11

HP has released an enhanced Realtek HD audio driver (v6.0.9700.1) for Windows 11 24H2 and earlier versions:

• Driver page:
  Realtek HD Audio Driver Update v6.0.9700.1 – HP Support

Even if your specific Pavilion model doesn’t list Windows 11, this driver is designed for broad compatibility across HP systems. Download and install it, then restart your laptop.

 

Step 2: Use HP’s Audio Check tool via HP Support Assistant

The HP Audio Check tool is part of HP Support Assistant, not the HP Audio Center. It runs automated diagnostics and can often resolve sound issues directly.

• Audio Check tool:
  Fix Sound Issues – HP Support

If you don’t have HP Support Assistant installed:

• Download it from HP Support Assistant
• Open the app > Select your device > Go to Troubleshooting and fixes > Audio Check

 

Step 3: Optional—but helpful

• Disable audio enhancements:
  Go to Sound settings > Output device > Properties > Enhancements tab, and disable all enhancements.
• Run Windows Troubleshooter:
  Settings > System > Troubleshoot > Other troubleshooters > Run “Playing Audio”

You absolutely do not need to replace your computers. HP is actively updating drivers for Windows 11, and your Pavilion is compatible. The issue is frustrating, but solvable—and you’re already halfway there.

Let me know how the driver install and Audio Check go. I’ll be right here to guide you further if needed.

Regards,

Hawks_Eye

[PeterAn]

Hi Hawks_Eye

Thank you very much for all this helpful information - and I apologise that it's taken me a long time to respond. Your replies gave me hope when I was very despondent. I have clicked the button that indicates my problem is resolved, which I hope is to your benefit. Unfortunately I wasn't able to use your suggestion as there was a problem in step 1. I clicked on the Realtek HD Audio Driver link and reached a page on support.hp.com; this indicated that HP was producing an updated driver effective 1 September 2024. I then clicked on the HP Software and Driver Downloads link and reached a Welcome to Software and Drivers page, which I mentioned in a previous message. The first thing requested is to select OS: ONLY WINDOWS 10 IS OFFERED - no Windows 11. If this driver update has been available for Windows 11 for over a year, why doesn't HP enable users to access it?

In despair, I tried Norton Driver Updater: this identified two sound drivers as problematic and updated them. My sound has been working ok since then.

Thanks again for the support that you provided - but I am not impressed with the rest of HP support.