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HP Notebook PCs - Advanced Sound Troubleshooting (Windows 10, 8)

This document is for HP and Compaq notebook computers with Windows 10 or Windows 8.
Follow the advanced troubleshooting steps in this document to resolve audio playback issues on your laptop computer.

Step 1: Set the default audio playback device

Select an audio playback device to use as a default.
  1. In Windows, search for and open Change system sounds.
  2. Click the Playback tab, select your playback device, and 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, go to Troubleshooting HDMI Display and Sound Issues for more information.
    An example of setting the default audio playback device
  3. With the default playback device selected, click Configure.
    An example of configuring the default audio playback device
  4. Click your speaker setup in Audio channels.
    note:
    If you want to use HDMI output, select Digital Audio (HDMI). Go to Troubleshooting HDMI Display and Sound Issues for more information.
  5. Click Test to send sound to each speaker or select an individual speaker to send sound to that speaker.
    • If sound is heard correctly, you are done troubleshooting.
    • If there is no sound from one or more speakers or if the configuration type changed, click Next and then follow the on-screen instructions to complete the speaker setup.
    An example of the Speaker configuration window
  6. Test for sound. If the audio problem persists, continue to the next step.

Step 2: Update the audio driver in Device Manager

Enable the audio device, and then update the audio driver using Device Manager.
  1. In Windows, search for and open Device Manager.
    Click Device Manager in the search results
  2. Double-click Audio inputs and outputs.
  3. If a sound device is listed with a down arrow , the device is disabled. Right-click the sound device name, and then select Enable device to re-enable the device.
    Selecting enable device
  4. With the sound device enabled, right-click the sound device, and then select Update driver.
    Selecting update driver
  5. Click Search automatically for updated driver software.
    Selecting the automatic driver update search
  6. Wait while Windows checks for and installs any updated drivers. If prompted, restart the computer.
    A window displays with the results of the search.
    • If Windows updated the audio driver, test for sound. If the audio problem persists after updating the driver, continue to the step to perform a hard reset.
    • If the latest driver is already installed, continue with these steps.
      Windows has successfully updated your driver software
  7. In Windows, search for and open Device Manager.
    Selecting Device Manager in the search results
  8. Double-click Audio inputs and outputs.
  9. Right-click the sound device, and then select Uninstall device.
    Selecting Uninstall device
  10. When the Uninstall Device window opens, select Uninstall.
    Selecting uninstall
  11. Restart the computer to reinstall the driver.
  12. Test for sound. If the audio problem persists after reinstalling the driver, continue to the next step.

Step 3: Perform a hard reset

Perform a hard reset to resolve audio issues on your notebook. Go to Performing a Hard Reset for more information.
Test for sound. If the hard reset did not resolve the audio issue, continue to the next step.

Step 4: Reset BIOS to defaults

Corrupted or incorrect BIOS settings can cause audio issues. Restore the default BIOS values.
note:
Your BIOS Setup Utility might look different from the images shown, but the steps to restore BIOS defaults are the same.
  1. Turn off the computer.
  2. Press the Power button, and then repeatedly press ESC until the Startup Menu opens.
    note:
    If you do not press the ESC key at the proper time and the computer continues through the startup process, shut down the computer, and then try the procedure again.
    An example of the Startup Menu
  3. On the Startup Menu screen, press the F10 to access the BIOS Setup Utility, and then use the arrow keys to select the Exit tab.
  4. Select Load Setup Defaults.
    An example of the BIOS setup utility with load setup defaults and exit highlighted
  5. Select Exit Saving Changes and then select Yes to save the changes.
    An example of selecting yes to confirm saving the BIOS default settings on exit.
  6. Press Esc, and then Enter to exit the BIOS.
    The default settings are restored, the BIOS Setup utility closes, and the computer starts into Windows.
  7. Test for sound. If the audio issue persists, continue to the next step.

Step 5: Run the Audio test from the HP PC Hardware Diagnostics

Run the HP PC Hardware Diagnostics Audio Test to make sure the audio device is functioning properly. During the test, a few music notes are played in sequence and then repeated. The test can take 1 minute to complete for each audio output port.
  1. To download the latest version of the HP PC Hardware Diagnostics for Windows, go to the HP Hardware Diagnostics website.
  2. In the HP PC Hardware Diagnostics Windows section, click Download Diagnostics Windows, and then follow the on-screen instructions to download and install the software.
  3. In Windows, search for HP PC Hardware Diagnostics Windows, right-click the app in the search results, and then select Run as administrator.
    Seleting run as administrator
    The HP PC Hardware Diagnostics Main Menu displays.
    HP PC Hardware Diagnostics main menu
  4. Click Component Tests.
    Component tests menu
  5. On the Component Tests menu window, click Audio, and then select Audio Playback Test.
    Component Test menu with Audio selected
  6. Click Run once.
    Start the Audio playback test
  7. Click Next, and then select an audio playback device to begin the test.
    During the test, a few music notes play in sequence and repeatedly.
    Select an audio device to test
  8. When the Audio Test completes, click Yes or No, depending on what you heard during the audio test.
    Selecting yes or no to confirm if you heard sound or not
    The audio test results display on the screen.
    An audio test that passed the Audio Playback Test
    • If the audio test result 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. This information is also available in Test Logs.
      Audio test results displayed in the Hardware Diagnostic test log screen
If the Audio Playback Test passed without errors but the audio problems persist, continue to the next step.

Step 6: Update the BIOS

Updating the BIOS can resolve some audio issues. Go to Updating the BIOS for more information.
Test for sound. If updating the BIOS did not resolve the audio issue, continue to the next step.

Step 7: Restore your computer

If you completed the previous troubleshooting steps and the sound is still not working properly, reset your computer. Computers that had functioning sound in the past can be restored back to that point. Go to Using Microsoft System Restore (Windows 8, 10) for more information.

Step 8: Reset your computer

If you completed the previous troubleshooting steps and the sound is still not working properly, reset your computer. Go to Resetting Your Computer (Windows 10) or Resetting Your PC to Resolve Problems (Windows 8) for more information.

Step 9: 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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