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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.
 note:
If you are not using the latest version of Windows 8, some graphics and information in this document may vary. You can get the latest version from the Microsoft Store.
The steps in this document describe how to troubleshoot and fix the problem 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 Update KB2962407. If you have not installed the update, go to the Troubleshooting steps section and follow the steps in order.
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 and make the sound work.
  • 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 may be faulty. Try using another set of speakers with your computer. If the second set of speakers produce sound without problems, the first set of speakers is faulty.
Perform a hard reset
To perform a hard reset, follow the steps outlined in the Performing a Hard Reset document.
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: Using the Troubleshooting tool in Windows 8
The Troubleshooting tool in Windows 8 can automatically fix common problems with your computer, such as audio recording. Although it may not fix every problem, it is useful to run the Troubleshooting tool first before you manually correct problems.
To open the Troubleshooting tool:
  1. At the Start screen, type find and fix audio to open the Search charm.
    Figure : Find and fix audio search
    Find and fix audio 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
    Image of Recording audio screen.
    Figure : Playing Audio troubleshooting screen
    Image of 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
    Image of the troubleshooter detecting audio problems.
  3. When the troubleshooter is done, the Troubleshooting has completed page displays 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 displays, select Apply this fix or Skip this step to continue to search for other problems. If your problem has not been resolved, continue to manually troubleshoot using the rest of this document.
Step 2: Setting default speakers and test when troubleshooting audio problems
After using the Troubleshooting tool in Windows 8, return the system speakers to the default mode:
  1. At the Start screen type sounds to open the Search charm. Select Change system sounds in the Search results.
    Figure : Change system sounds
    Change system sounds on sounds search screen
  2. In the Sound window, click the Playback tab, and then select your Playback Device. Click the Set Default button. If only one Playback Device is listed, it is set to default automatically.
    Figure : Set the default device (your list of speakers might be different)
    Selecting Speakers as the default device
  3. With the default Playback Device selected, click the Configure button.
  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
    Image of the 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 on-screen instructions to complete the speaker setup.
    Play a sound. If sound problems continue, go to the next section.
Step 3: Updating the audio driver
An updated audio driver might resolve the problem if the computer is experiencing sound problems after upgrading the operating system to Windows 8, or the computer is experiencing sound problems in a particular software program.
Step 4: Checking Device Manager to troubleshoot audio problems (Windows 8)
If you cannot hear sound, check Device Manager to determine the state of the sound hardware.
  1. At the Start screen, type device manager to open the Search charm. Select Device Manager in the Search results.
    Figure : Device Manager
    Device Manager on the Search screen
  2. Double-click Sound, video and game controllers.
  3. Do the following, depending on what displays:
    • 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 that the device is working correctly, the problem is probably related to sound settings, the speakers, or the cables.
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. To restore your computer, follow the steps outlined in the Using Microsoft System Restore document.

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