Can't UNMUTE the Speakers of an HP Pavillon Entertainment PC

[RSBraswell]

Greetings! I recently downloaded some updates for the computer. Now, my speakers and headphones do not work. I have an amber mute button that it lit below my screen at the upper left-hand side of my keyboard. I cannot unmute this button. I do not have a system restore point that will allow me to restore the system to a state of working order before the recently downloaded updates were installed. I have already attempted to restore the defaults for my speakers. Does anyone have any suggestions? I'm logged in as an administrator. Please help! Regards, Stewart

[BHK6]

Hi Stewart,

Welcome to the HP Community! I understand that you are having some sound issues and I will be happy to help. I will need some additional information to better assist you; what is your operating system and what is your product number for your Pavilion?

Thank you,

[RSBraswell]

Greetings BHK6! Thank you for your willingness to assist in finding a solution to the problem that I face with my HP Pavilion Entertainment PC (dv6 Notebook PC). As requested, I am supplying you with additional information. I am running Windows Vista Home Edition as my operating system. It has a Copyright of 2007, and I have the Service Pack 2 update. I have a 32-bit Operating System. My computer's serial number is[Personal Information Removed]. The system BIOS is F.02 - 11/14/2008. The product number is NJ418EA#ABV. Thank you for your willingness to assist. I regret that I don't have an earlier restore point to select in order to solve this problem. Once everything is 'ok', I'll start keeping restore points to prevent a future issue like the one I now face. Each time I press the amber colored mute button with my finger, it does not change to blue. Yet, I can see on the taskbar that the icon for the speaker toggles between mute and unmute. When the speaker is in the unmute state, the computer continues to be silent. Thanks, again, for your willingness to assist me with finding a solution. Blessings, Stewart

[BHK6]

Hi Stewart,

Thank you for the additional information. I did some research on your issue and I have a couple of different things for you to try. The first thing I am going to get you to do is update your BIOS you are currently at F.02, there is an update that will take you to version F.46 you can find that link here. I found a document that mentioned updating the BIOS could solve the issue.

If that doesn't work I have a document about Resolving No Sound or Audio Problems that has another of different steps to try. Give these two options a try and let me know how it goes.

Thank you,

[RSBraswell]

Greetings BHK6! Thank you for suggesting for me to update the BIOS and for providing the link. I have now successfully updated the BIOS. This action did NOT solve my issue. A conflict somewhere remains that prevents my speakers and headphones from receiving/producing sound.

I did locate the following details and fault reports that might help you to see a solution. These error reports were generated on or around the 27th December 2013 when the problem first ocurred after downloading either Microsoft Windows and Office updates or a update for ITunes. I also included 1 that was generated today.

Product
IDT PC Audio

Problem
Stopped working

Date
12/27/2013 6:42 PM

Status
Report Sent

Problem signature
Problem Event Name:    APPCRASH
Application Name:    STacSV.exe
Application Version:    1.0.6209.0
Application Timestamp:    4a26e514
Fault Module Name:    kernel32.dll
Fault Module Version:    6.0.6002.18881
Fault Module Timestamp:    51da3e27
Exception Code:    c0000142
Exception Offset:    00009f5d
OS Version:    6.0.6002.2.2.0.768.3
Locale ID:    1033
Additional Information 1:    9d13
Additional Information 2:    1abee00edb3fc1158f9ad6f44f0f6be8
Additional Information 3:    9d13
Additional Information 4:    1abee00edb3fc1158f9ad6f44f0f6be8

Product
iTunes

Problem
Stopped responding and was closed

Date
12/26/2013 10:21 AM

Status
Report Sent

Description
A problem caused this program to stop interacting with Windows.

Problem signature
Problem Event Name:    AppHangXProcB1
Application Name:    iTunes.exe
Application Version:    10.7.0.21
Application Timestamp:    504d85d9
Hang Signature:    8efc
Hang Type:    6208
Waiting on Application Name:    CLMLSvc.exe
Waiting on Application Version:    2.3.2119.0
OS Version:    6.0.6002.2.2.0.768.3
Locale ID:    1033
Additional Hang Signature 1:    d0e7544e372de59636f7ef6fef95eee3
Additional Hang Signature 2:    3fa5
Additional Hang Signature 3:    ebcb4b442613b3810d108ddea5622f14
Additional Hang Signature 4:    8efc
Additional Hang Signature 5:    d0e7544e372de59636f7ef6fef95eee3
Additional Hang Signature 6:    3fa5
Additional Hang Signature 7:    ebcb4b442613b3810d108ddea5622f14

Product
Windows Audio Device Graph Isolation

Problem
Stopped working

Date
12/27/2013 6:55 PM

Status
Report Sent

Problem signature
Problem Event Name:    APPCRASH
Application Name:    AUDIODG.EXE
Application Version:    6.0.6002.18005
Application Timestamp:    49e02218
Fault Module Name:    slcsii32.dll
Fault Module Version:    1.0.1.0
Fault Module Timestamp:    48f3eb3b
Exception Code:    c0000005
Exception Offset:    00001430
OS Version:    6.0.6002.2.2.0.768.3
Locale ID:    1033
Additional Information 1:    fd00
Additional Information 2:    ea6f5fe8924aaa756324d57f87834160
Additional Information 3:    fd00
Additional Information 4:    ea6f5fe8924aaa756324d57f87834160

Extra information about the problem
Bucket ID:    1263949586

Product
Windows Audio Device Graph Isolation

Problem
Stopped working

Date
1/16/2014 9:21 AM

Status
Report Sent

Problem signature
Problem Event Name:    APPCRASH
Application Name:    AUDIODG.EXE
Application Version:    6.0.6002.18005
Application Timestamp:    49e02218
Fault Module Name:    slcsii32.dll
Fault Module Version:    1.0.1.0
Fault Module Timestamp:    48f3eb3b
Exception Code:    c0000005
Exception Offset:    00001430
OS Version:    6.0.6002.2.2.0.768.3
Locale ID:    1033
Additional Information 1:    fd00
Additional Information 2:    ea6f5fe8924aaa756324d57f87834160
Additional Information 3:    fd00
Additional Information 4:    ea6f5fe8924aaa756324d57f87834160

Extra information about the problem
Bucket ID:    1263949586

Hopefully, one of the above error reports will help you to easily see what I can't to make a quick fix to the problem of no sound from the speakers that I've had with this HP since the 27th December.

I will also read the document that you sent to me entitled Resolving No Sound or Audio Problems to see if I can discover a solution.

Thanks,

Stewart

[BHK6]

Hi Stewart,

From the information you provided a I found a HotFix download from Microsoft for the Audiodg.exe. Give that a try and the No Sound document and let me know how it goes.

Thank you,

[RSBraswell]

Greetings! I have also read the suggested document. I actually read this document prior to posting online for help. As suggested, I have completed the following:

Step 1: Use the Microsoft Fix it Solution Step 2: Perform a simple sound system test Step 3: Check the volume and mute settings Step 4: Test the sound devices Step 5: Verify that the sound device is enabled in Device Manager

The first five steps did not solve the problem.

I'm now trying to download and update any and all drivers possible BEFORE I use STEP 6 which is the attempt to restore the original drivers.

Blessings,

Stewart

[RSBraswell]

Greetings! I downloaded a new sound driver. I have an error message that I received when I rebooted the computer. It says, "IDT PC Audio has stopped working. A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available." This is the same message I received back on the 27th December 2013. Yet, I can't uninstall the Windows Updates or Office Updates that perhaps caused my problem on that day. I had installed ITunes at the same time, and the install was unsuccessful. Since that time, I have uninstalled ITunes and attempted to fix the sound problem. I have not been successful. It's a bit frustrating to have spent hours on different days trying to do something that is so 'simple'. I've had this computer for many years, but I have not had this issue. I know that there's nothing wrong with the hardware. I wish there was a way to easily correct the program conflict. Yet, I don't know exactly what program has a conflict. It's frustrating. Thanks for your assistance. It's appreciated. Blessings, Stewart

[RSBraswell]

I followed the HotFix download link and supplied my email to receive the active link. I received the email, went to the active link, and downloaded the file. As I tried to install it, it began to run and to extract its files until it encountered an error. The code is 40. Thus, I can't install the HotFix recommended. 😞

[RSBraswell · Accepted solution]

Greetings BHK6! I discovered the solution to the problem. I restored the ORIGINAL AUDIO DRIVER. The speakers now function. My issue came on the 27th December 2013 when I allowed an unneeded update. I have gone many days without sound on my computer, and I am thankful to have the sound restored. I should have tried this solution of restoring the ORIGINAL AUDIO DRIVER many days ago. Thanks for your assistance. Blessings, Stewart