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HP Notebook PCs - No Sound from Speakers (Windows 8)

This document applies to HP and Compaq notebook computers with Windows 8.
The steps in this document describe how to troubleshoot and resolve many problems when there is no sound coming from the speakers. If you have installed Microsoft Update KB2962407, proceed to the next section, No sound from speakers after installing Update KB2962407. If you have not installed the update, go to the Troubleshooting steps section and follow the steps in order.
If you have a ProBook 440 G3, 470 G3, or 450 G2, go to the No audio after reinstalling the operating system section. For all other computers, start with the next section.
No sound from speakers after installing Update KB2962407
Microsoft has confirmed that after installing update KB2962407, the sound might not work on some Windows 8 computers. There are two options to resolve the issue.
  • Upgrade to Windows 8.1: Upgrading to Windows 8.1 resolves the issue and is the preferred method to correct the issue.
  • Reinstall Update KB 2962407: Microsoft has made changes to the update and it is available to install again as an Optional Update. Installing the new, optional update restores the sound capability of the computer.
Before troubleshooting
Try these fixes before using the troubleshooting steps.
Test external speakers
If you are using external speakers, they might be faulty. Try using another set of speakers with your computer. If the second set of speakers produces sound without problems, the first set of speakers is faulty.
Perform a hard reset
To perform a hard reset, see Performing a Hard Reset.
Troubleshooting steps
If update KB2692407 has not been installed on the computer, use the following steps to find and resolve the issue with the sound.
Step 1: Use the troubleshooting tool in Windows
The troubleshooting tool in Windows can automatically fix common problems with your computer, such as audio recording. Although it might not fix every problem, it is useful to run the troubleshooting tool first before you manually correct problems.
To open the troubleshooting tool:
  1. In Windows, type find and fix audio into Search.
  2. Select Find and fix audio playback problems or Find and fix audio recording problems in the Search results.
    Figure : Recording Audio troubleshooting screen
    Recording audio screen
    Figure : Playing Audio troubleshooting screen
    Playing audio screen
  3. Click Next.
Troubleshoot audio recording or audio playback
  1. Select the device you want to troubleshoot and click Next.
  2. Wait while the troubleshooter detects problems and makes changes.
    Figure : Detecting problems
    The troubleshooter detecting audio problems
  3. When the troubleshooter is done, the Troubleshooting has completed page is displayed, listing any problems found and what changes were made to the computer.
     note:
    For detailed information about the troubleshooting, click View detailed information.
    Click Close.
    Figure : Troubleshooting completed
    Troubleshooting completed
If a recommended action is displayed, select Apply this fix or Skip this step to continue to search for other problems. If your problem has not been resolved, continue manual troubleshooting using the rest of this document.
Step 2: Set the speakers as the default audio device
After using the troubleshooting tool, return the system speakers to the default mode:
  1. In Windows, type sounds into Search. Select Change system sounds in the Search results.
  2. In the Sound window, from the Playback tab, select your playback device, then click the Set Default button. If only one Playback Device is listed, it is set to default automatically.
  3. With the default Playback Device selected, click the Configure button.
    Figure : Set the default device (your list of speakers might be different)
    Selecting Speakers as the default device
  4. Click your speaker setup in Audio channels.
  5. Click the Test button to send sound to each speaker, or click an individual speaker to send sound to it.
    Figure : Test Speakers
    Speaker test screen
  6. If sound is heard correctly from each speaker, you are finished.
    If sound is missing from all or one of the speakers, or if the configuration type was changed, continue with speaker setup by clicking Next. Follow the onscreen instructions to complete the speaker setup.
    Test for sound. If sound problems continue, go to the next step.
Step 3: Update the audio driver
An updated audio driver might resolve the problem if the computer is experiencing sound problems after upgrading the operating system, or the computer is experiencing sound problems in a particular software program. Try the following options in the order presented.
Step 4: Check Device Manager to troubleshoot audio problems
If you cannot hear sound from the speakers, check Device Manager to determine the state of the sound hardware.
  1. In Windows, search for and open Device Manager.
  2. Double-click Sound, video and game controllers.
  3. Do the following, depending on what is displayed:
    • If a sound device is listed with a down arrow, the device is disabled. Right-click the sound device name and select Enable to re-enable the device.
      Figure : Enabling a disabled sound device
      Enabling a disabled sound device
    • If a sound device is listed, right-click the device name and select Properties to view more helpful troubleshooting information in the Device Status window. If Device Status shows the device is working correctly, the problem is probably related to sound settings, the speakers, or the cables.
Step 5: Run the Audio test from the HP PC Hardware Diagnostics (UEFI)
The Hardware Diagnostics Audio Playback Test checks your system to make sure the audio device is functioning properly and tests the functionality of the audio subsystem, including audio controllers and codecs.
 note:
HP occasionally makes updates to its HP PC Hardware Diagnostics (UEFI) environment. To download the latest version, go to the HP Hardware Diagnostics website. For more information about installing and using the HP PC Hardware Diagnostic tests, see Testing for Hardware Failures.
Use the following steps to run the HP PC Hardware Diagnostics (UEFI) Audio Test. During the test, a few music notes are played in sequence and then repeated. This test takes 1 minute to complete for each audio output port.
  1. Hold the power button for at least five seconds to turn off the computer.
  2. Turn on the computer and immediately press the F2 key repeatedly, about once every second.
  3. The HP PC Hardware Diagnostics (UEFI) main menu is displayed. Click Component Tests.
    Figure : HP PC Hardware Diagnostics (UEFI) main menu
    HP PC Hardware Diagnostic UEFI screen
  4. The Component Tests menu displays. Click Audio.
    Figure : Component Test menu with Audio selected
    Component Test menu with Audio selected
  5. Click Run once to start the test.
    Figure : Audio Playback Test
    Audio playback test information
  6. Select Speaker to begin the test.
    Figure : Testing the Speaker
    Testing the speaker
  7. During the test, a few music notes will be played in sequence and repeatedly. Listen carefully and select the number of notes you hear in the sequence. If you enter a tone number incorrectly, run the test again. If you hear nothing, select No sound.
     note:
    Some HP models have a Volume control in the test window. Make sure you increase the volume level before you make a music tone selection.
    Figure : Entering the number of notes
    Entering the number of notes
  8. When the Audio Test is complete, the results are displayed on the screen.
    If the audio test passes, return to the Main menu to exit and restart the computer.
    If the audio fails the tests, a failure ID will be provided. Write down the information so you have it available when you contact HP Customer Support. The information is also available in the Test Logs, on the Diagnostics UEFI main page.
    Figure : Audio test results
    Audio playback test results
Restore your computer
If you have tried the troubleshooting steps and your sound is still not working properly, try restoring your computer. Computers that had functioning sound in the past can be restored back to that point. Use HP Recovery Manager to restore all the system files back to a time when the sound was working properly.
No audio after reinstalling the operating system
If you have a ProBook 440 G3, 470 G3, or 450 G2 and have no sound after reinstalling the operating system, follow these instructions to resolve the issue:
  1. While starting the computer, repeatedly tap F10 to open the BIOS.
  2. Navigate to the Advanced tab.
  3. Select built in device.
  4. Check the Audio box.
  5. Save the changes and exit.

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