crackling sounds when playing Netflix

[Pollie1]

I have a same issue as I have read here about my laptop crackling when I play Netflix. 

For some reason it appears to be better with iPlayer etc.  Also I have only had this laptop a few weeks and bought it specifically to play Netflix, so are on the verge of taking it back if I can't rsolve it as it's not capable of doing the one thing I bought it for. 

Mine was fine for the first week or so, but the last few days has been unbearable, which also coincides with all the updates now having updated, that took about  week, before it felt it had updated everything.

Can I have some ideas of what to do please, bearing in mind I have played about with the sound on the Control Panel and the Beats Audio Control Panel.

Regards

[Malygris1]

Hi @Pollie1 

Welcome to the HP Support Forums!

I understand that you are having crackling noises when playing movies off of NetFlix. I am happy to assist.

Firstly, please post the full product number for your notebook. See the following document if you need help in finding that.
How Do I Find My Model Number or Product Number?

What browser are you using, or does the problem occur on every browser you have tried?

Do you have any trouble with other streaming sites, such as youtube?

Have you noticed any other performance problems?

Does the sound break up at all when playing, video files offline?

When the audio is breaking up, do you have any other applications running that could be causing "interference"?

Let me know and we will go from there.

[Pollie1]

Thanks for the reply.

I have a HP ENVY x360 11-n084sa 11.6" 2 in 1 using Window 8.1, following the instructions the product number is KOY50EA#ABU.  I'm not too IT literate, so please bear with me, but here are what I think are the answers to your questions:

1.  What browser are you using, or does the problem occur on every browser you have tried? 

Is the brower the search engine?  If so I ue Google and no I haven't tried anything else.

2.  Do you have any trouble with other streaming sites, such as youtube?

No problems with anythingelse, I use iPlayers a fair bit and anything I play here has been fine.  I have also played talking books from the internet, I dn't know wha thy use but that has been fine too and also played other stiff which I presume is viYoutube and that's fine.  It is just Netflix contnt I seem to have an issue with.

3.  Have you noticed any other performance problems?

The only other performance issues are when having the sound issue with Netflix in that the picture get a little stuck, but no much, nothing that I woul state a an issue, it's the sound that can be unbearable, it can be quite frightening to be honest as the crackle can be rather loud and I do worry it's damaging the speakers.

4.  Does the sound break up at all when playing, video files offline?

I've not tried this and to behonest I'm not sure I would know how.

5.  When the audio is breaking up, do you have any other applications running that could be causing "interference"?

No, no other applications, I generally close everything else down that I might have had open.

Is there anything else  can try do you think, it is just annoying as thats what I asked the laptop to be able to do andwhen I bought it they said I would have no issues with the performance of this particular laptop with Netflix, so it is really disappointing.

Regards

[Malygris1]

@Pollie1 

Browsers are the applications commonly used to navigate the internet. Some examples for windows systems include Firefox, Google Chrome, and Internet Explorer. Sometimes a problem may exist in one browser that does not occur with another. In that case it could be due to a setting or plugin, or something similar.

From what you wrote I would assume that you are using Internet Explorer. It may be worthwhile to try Google Chrome or Firefox and see if you have the same trouble with Netflix, just to isolate whether it is a browser issue instead of something else.

Also you can try updating your audio driver from the HP website. It is possible that the driver is older or even "damaged".

Realtek High-Definition (HD) Audio Driver

You can also take a look at these two pages, the first for your current browser:

Resolving issues in Internet Explorer (Windows 😎

Tips for fixing common sound problems - windows.microsoft.com

Other things you can try, disconnect any external usb devices and see if there is any change.

I hope this helps.