audio and video out of sync

[bibi12345]

when watching a viedo online after a few minites the video and audio goes out of sync, i noties it happee i all websites including my video plyers and news websites. how can i fix this please

[Riddle_Decipher]

@bibi12345

Thank you for posting on HP Forums,

The Riddle_Decipher is at your service. 

I understand your audio and video seems to go out of sync,

I'll be glad to help you out, however, for an accurate solution I will need more details: 

What is the product number of your device? Use this link to find it: http://support.hp.com/us-en/document/c03754824 

(Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).

Have you attempted any steps on your own before posting on the HP Forums?

When was the last time it worked without these issues? 

Have you attempted a system restore?

In the meantime, try using an alternate browser such as Google Chrome or Mozilla Firefox.

Please reply with the details for further assistance. 

Eager to help!

If I have helped you resolve the issue, 

feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon 

followed by clicking on 'Accepted as Solution' 

And Have a great day Ahead!

[bibi12345]

hello @Riddle_Decipher

my product number is : F0Z26EA#BH5

BEFORE POSTING MY QUESTION i tried deleting apps thinking it was too full. i also tried deleting the audio controls and reinstalling them. i also played it on other browers and even downloaded it and it didnt work, it played wel for an hour but reverted later. 

today someone told m to retore the aptop back to factory setting, but i have too many things to lose that i dont want to consider that i hope to find another way to fix it.

thanks

[Jeet_singh · Accepted solution]

Hi @bibi12345,

Thank you for replying,

I appreciate your time and efforts,

It looks like you were interacting with @Riddle_Decipher, but he is out for the day & I'll be glad to help you out, 
I'm the Jeet_Singh & I'm at your service. 

I understand you have already tried couple of steps to isolate the issue and still having the issue, don't worry as I have a few other suggestions before you could come to any conclusion of running a recovery.

I would like to know some information to assist you better:

• When was the last time the audio and video were in sync?
• Did any updates or software changes take place after which this issue may have started? 
• Have you tried to reinstall the OS?

Meanwhile, I recommend you to perform the below steps to isolate and fix the issue:

• If this issue started recently then please perform a Microsoft System Restore to rollback the laptop to a previous date when everything worked as expected. System restore will not delete any data. 
• If the audio and video are still not in sync then let us uninstall and reinstall the audio drivers by following the below steps.

• In Windows, search for and open Device Manager.

• Select Device Manager in the menu.

• Expand Sound, video and game controllers. Right click on each option inside it and select uninstall. 
• Later please download and install the drivers from this link for the audio: www.hp.com/drivers

I suggest you update both your video card and the sound card from the Official HP websites for Software and drivers: Click here

Next, Try using the VLC media player (free download available here) or any other media player of your choice apart from the one currently in use and let me know if there's a difference.

(The above link is 3rd party and is not owned by HP, I've posted this only so that I may help you resolve this issue by going beyond by support boundaries, please ignore the ads and take only the free suggestions)

If nothing works, I would suggest you perform a system recovery using the partition available on your PC. Doing this will wipe off everything and set the computer back to the original factory conditions. So, please remember to back up your data before initiating system recovery. If for some reason the recovery fails. The only other way to install Windows would be to order the recovery media for your laptop and using the recovery media you can install Windows. You can check if the recovery media is available online on www.hp.com/drivers by entering the exact model no. of your laptop. To find the exact model no. click here: http://hp.care/2bygf7l

Otherwise, you could also reach HP phone support to order the recovery media. If your product is out of warranty, please choose paid options to get the tech support number.

HP Technical Support can be reached by clicking on the following link:http://h22207.www2.hp.com/us-en/?openCLC=true

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get the phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with your and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, 

mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[bibi12345]

@Jeet_singh

it started at the ending of last year, I have also tried deleting and reinstaling the drivers. i dont know if it because i upgraded to the new Windows 10 but it happened way after the upgrade tho so i am not sure. i dont know if i should go back and if that would help.  i have not tried to reinstal the OS, i dont know how to do that.  

[Jeet_singh]

Hi @bibi12345,

Thank you for replying,

I appreciate your time and efforts,

As I understand this issue started end of last year, and you have already tried uninstalling and reinstalling the audio drivers and still having the issue. I would suggest you could try to run the test on the audio from F2 (Please remember to capture the failure ID for further assistance).

• Hold the power button for at least five seconds to turn off the computer.

• Turn on the computer and immediately press the F2 key repeatedly, about once every second.

• The HP PC Hardware Diagnostics (UEFI) main menu is displayed.

• Select Component tests.

• Please initiate a test on the Audio - The Audio Playback Test checks your system to make sure the audio device is functioning properly. During the test, a few music notes are played in sequence and then repeated. This test takes 1 minute to complete. Click Audio, then click Run once. Choose either the speakers or the headphones. When asked, enter the number of notes you heard.

If the audio test passes then the evidence indicates towards a software issue. In that case, you may perform the steps as described in detail from this link: HP PCs - No Sound on HP Computer. 

Depending on the test results, If the test passes I would suggest you perform a system recovery using the recovery media, If you have created one soon after purchase. If you haven't created one then you can follow the link from the previous post to order a set of recovery media for your PC.

To know more about how to perform recovery, please follow this link: HP Notebook PCs - Overview of Recovering or Reinstalling the Operating System (Windows 10, 8, 7, Vis...

Hope this helps, for any further queries reply to the post and feel free to join us again.

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,