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Welcome to HP Customer Support

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  • Information
    Important Print Security Update

    HP was recently made aware of a vulnerability in certain inkjet printers by a third-party researcher. HP has updates available for download to address the vulnerability. Details and more information are available in the Security Bulletin

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HP Desktop PCs - No Sound from the Computer (Windows 10)

This document applies to HP and Compaq desktop computers with Windows 10.
The steps in this document describe how to troubleshoot and fix the problem when there is no sound coming from the computer (no volume, or the audio is not working).
Step 1: Restart the computer
If there is no sound coming from the audio device connected to your computer, the issue might be caused by an application controlling that device and preventing other applications from using it. Before attempting the other troubleshooting procedures in this document, restart your computer, and then test the audio to see if the problem is fixed.
Step 2: Using the Troubleshooting tool
The audio troubleshooting tool in Windows can automatically fix common audio recording and audio playback problems with your computer.
  1. Right-click the speaker icon in the taskbar and select Troubleshoot sound problems.
  2. Select the device you want to troubleshoot, and then click Next.
  3. Wait while the troubleshooter detects problems and makes changes (or prompts you to make changes).
    The troubleshooter detecting audio problems
    When the troubleshooter completes, 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 in the troubleshooter window.
    Troubleshooting completed
  4. If a recommended action displays, select Apply this fix, or Skip this step to continue to search for other problems.
  5. Click Close.
If the audio problem has not been resolved, continue to the next step.
Step 3: Checking for sound from headphones
Determine the type of headphones you are using, and then check the sound from your computer.
Step 4: Setting default speakers and testing audio
Use the following steps to set and test the default speakers.
  1. Right-click the speaker icon in the taskbar, and then select Playback devices.
  2. In the Sound window, from the Playback tab, select your playback device, then click Set Default. If only one playback device is listed, it is set to default automatically.
      note:
    If you are having problems setting an HDMI audio device as the default playback device, refer to Troubleshooting HDMI Display and Sound Issues.
    Set default playback device
    If you set speakers as your default device, proceed to the next step.
  3. With the default playback device selected, click Configure.
    Configure default playback device
  4. Click your speaker setup in Audio channels.
      note:
    If you want to use HDMI output, select Digital Audio (HDMI). For more information, refer to Troubleshooting HDMI Display and Sound Issues.
  5. Click Test to send sound to each speaker, or select an individual speaker to send sound to that speaker.
    Speaker test screen
    • 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.
  6. Test for sound. If sound problems persist, continue to the next step.
Step 5: Checking speaker connections
Use these steps to make sure you have the speaker cables connected to the correct sound connectors.
  1. Right-click the speaker icon in the taskbar, and then select Playback devices.
  2. Select the speaker device, and then click Properties.
    Sound Playback tab with Speakers/Headphones selected and Properties button highlighted
  3. The Speakers Properties window contains a list of color-coded connectors that corresponds to each pair of speakers. Use this information to determine which connector goes with the speaker pairs that you are using.
    Speakers Properties window
    In a 7.1 Surround setup, the following connectors (or jacks) would be used:
    • L R (green, Line Out) is for the front left and right speaker pair (the green connector, usually labeled Line out).
    • RL RR (orange) is for the Rear-left and Rear-right speaker pair.
    • C Sub (black) is for the Center or Subwoofer speaker.
    • SL SR (gray), is for Side Left and Side Right speakers.
  4. Make sure each speaker cable is connected to its corresponding connector on the back of the computer. The colors shown in the Speakers Properties window match the connector color on the computer.
    • If you have 5.1 or greater speakers, connect the speaker cables to the speaker hardware (usually on the subwoofer). Then match the speaker cable to the connectors on the computer using the colors shown in the Speakers Properties window.
    • If any speaker cable connection changed, repeat these steps to check for sound again.
  5. Play a sound. If you still do not hear any sound, proceed to the next step.
Step 6: Restoring or updating the audio driver
When a program does not work properly, you can update to the latest drivers available.
  • If your computer came with Windows 10 installed, update the audio driver using Windows Update.
  • If you upgraded your computer to Windows 10, update the audio driver in Device Manager.
Step 7: Reset BIOS to defaults
Corrupted or incorrect BIOS settings can cause audio issues. Restore the default BIOS values using the steps in this section.
Test for sound. If the audio problem persists, continue to the next step.
Step 8: Run the Audio test from the HP PC Hardware Diagnostics
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. For more information about installing and using the HP PC Hardware Diagnostic tests, see HP PCs - Testing for Hardware Failures.
During the HP PC Hardware Diagnostics Audio 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. To download the latest version of the Hardware Diagnostics for Windows, go to the HP Hardware Diagnostics website.
  2. In the HP PC Hardware Diagnostics Windows section, click Download Diagnostics Windows.
    Downloading Hardware Diagnostics for Windows
  3. Follow the on-screen instructions to download and install the software.
  4. In Windows, search for HP PC Hardware Diagnostics Windows, right-click the app in the search results, and then select Run as administrator.
    Select Run as administrator
    The HP PC Hardware Diagnostics Main Menu displays.
    HP PC Hardware Diagnostics for Windows Main Menu
  5. Click Component Tests.
    Component tests menu
  6. On the Component Tests menu window, click Audio, and then select Audio Playback Test.
     Component Test menu with Audio selected
  7. Click Run once.
    Click 'Run once' to start the Audio playback test
  8. Click Next, and then select an audio device to begin the test.
    Select an audio device to test
    During the test, a few music notes play in sequence and repeatedly.
  9. When the Audio Test completes, a window opens asking if you were able to hear a sound from all the tested devices. Click Yes or No, depending on what you heard during the test.
    A window opens asking if you heard a sound during the audio test
    The audio test results display on the screen.
    An audio test that passed the Audio Playback Test
    • If the audio test passes, click Finish, close the tool, and then restart the computer.
    • If the audio test fails, write down the failure ID (24-digit code) so you have it available when you contact HP Customer Support. The information is also available in Test Logs.
      Audio test result in the Test Logs section
If the Audio Playback Test passed without errors but the audio problems persist, continue to the next step.
Step 9: Update the BIOS
Updating the BIOS can resolve some audio issues. For instructions, see HP Desktop PCs - Updating the BIOS.
If updating the BIOS did not resolve the audio issue, continue to the next step.
Step 10: Restore your computer
If you have tried the troubleshooting steps and your sound is still not working properly, restore your computer. Computers that had functioning sound in the past can be restored back to that point. Use the steps in HP PCs - Using Microsoft System Restore (Windows 10, 8) to restore all the system files back to a time when the sound was working properly.
Alternatively, you can reinstall the operating system by performing a reset. For instructions, see Resetting Your Computer (Windows 10).
Step 11: Reset your computer
If you have tried the troubleshooting steps and your sound is still not working properly, reset your computer. For instructions, see Resetting Your Computer (Windows 10).
Step 12: Contact HP
If the above steps did not resolve the audio problems on your computer, repair might be necessary. Go to Contact Support for additional support.

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