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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c05851793

Version: 2

HP EliteBook 8xx G4, EliteBook x360 1020/1030 G2, ProBook 4xx G4, ZBook 14u, 15, 17 G4, ZBook Studio G4, ZBook x2 G4 Mobile Workstation PCs - No Sound After Inserting or Disconnecting USB or 3.5mm Audio Headset

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 05-Dec-2017

Last updated : 05-Dec-2017

DESCRIPTION
No sound is heard after inserting or removing a USB or 3.5mm audio headset from the computer. The Intel Smart Sound Technology OED device intermittently displays an exclamation mark in Device Manager. The System Event log may display an error with event ID #2.

SCOPE
Computers:
  • HP EliteBook 820 G4 Notebook PC series
  • HP EliteBook 820 G4 Notebook PC (ENERGY STAR)
  • HP EliteBook 840 G4 Notebook PC series
  • HP EliteBook 850 G4 Notebook PC
  • HP EliteBook x360 1020 G2 series
  • HP EliteBook x360 1020 G2 Bundle
  • HP EliteBook x360 1030 G2 (ENERGY STAR)
  • HP EliteBook x360 1030 G2 Bundle
  • HP ProBook 430 G4 Notebook PC series
  • HP ProBook 430 G4 Notebook PC (ENERGY STAR)
  • HP ProBook 450 G4 Notebook PC
  • HP ProBook 470 G4 Notebook PC series
  • HP ProBook 470 G4 Notebook PC (ENERGY STAR)
  • HP ZBook 14u G4 Mobile Workstation series
  • HP ZBook 14u G4 Mobile Workstation (ENERGY STAR)
  • HP ZBook 14u G4 Mobile Workstation Bundle
  • HP ZBook 15 G4 Mobile Workstation series
  • HP ZBook 15 G4 Mobile Workstation (ENERGY STAR)
  • HP ZBook 15 G4 Mobile Workstation Bundle
  • HP ZBook 15u G4 Mobile Workstation series
  • HP ZBook 15u G4 Mobile Workstation (ENERGY STAR)
  • HP ZBook 15u G4 Mobile Workstation Bundle
  • HP ZBook 17 G4 Mobile Workstation series
  • HP ZBook 17 G4 Mobile Workstation (ENERGY STAR)
  • HP ZBook 17 G4 Mobile Workstation Bundle
  • HP ZBook Studio G4 Mobile Workstation series
  • HP ZBook Studio G4 Mobile Workstation (ENERGY STAR)
  • HP ZBook Studio G4 Mobile Workstation Bundle
  • HP ZBook x2 G4 Detachable Workstation series
Operating Systems:
  • Microsoft Windows 10 TH1 (Version 1507)
  • Microsoft Windows 10 RS3 (Version 1709)
  • Microsoft Windows 10 RS2 (Version 1703)
  • Microsoft Windows 10 RS1 (Version 1607)
  • Microsoft Windows 10 Pro (64-bit)
  • Microsoft Windows 10 Pro (32-bit)
  • Microsoft Windows 10 Home (64-bit)
  • Microsoft Windows 10 Home (32-bit)
  • Microsoft Windows 10 Enterprise (64-bit)
  • Microsoft Windows 10 (32-bit)
RESOLUTION
To resolve this issue, perform the following steps:
note:
The SoftPaq will not install when the computer is in a failed state. Once the computer has been restarted and both the Conexant Audio and the Intel SST devices are present in Device Manager, the SoftPaq can be installed.
  1. Restart the computer.
  2. Download and install the SoftPaq to update the audio driver:
SoftPaq Description
Release Notes
Download SoftPaq
Conexant HD Audio Driver

Version: 11.27.3690.134
Revision: Q
NOTE: A more recent version of this software may be available. Check for newer versions at: http://www.hp.com/drivers.

Hardware platforms affected : HP EliteBook 820 G4 Notebook PC, HP EliteBook 820 G4 Notebook PC, HP EliteBook 820 G4 Notebook PC (ENERGY STAR), HP EliteBook 840 G4 Notebook PC, HP EliteBook 840 G4 Notebook PC, HP EliteBook 850 G4 Notebook PC, HP EliteBook x360 1020 G2 Bundle, HP EliteBook x360 1020 G2 Notebook PC, HP EliteBook x360 1030 G2 (ENERGY STAR), HP EliteBook x360 1030 G2 Bundle, HP EliteBook x360 1030 G2 Notebook PC, HP ProBook 430 G3 Notebook PC, HP ProBook 430 G3 Notebook PC, HP ProBook 430 G3 Notebook PC (ENERGY STAR), HP ProBook 430 G3 Notebook PC Bundle, HP ProBook 430 G4 Notebook PC, HP ProBook 430 G4 Notebook PC, HP ProBook 430 G4 Notebook PC (ENERGY STAR), HP ProBook 450 G4 Notebook PC, HP ProBook 470 G4 Notebook PC, HP ProBook 470 G4 Notebook PC, HP ProBook 470 G4 Notebook PC (ENERGY STAR), HP ZBook 14u G4 Mobile Workstation, HP ZBook 14u G4 Mobile Workstation, HP ZBook 14u G4 Mobile Workstation (ENERGY STAR), HP ZBook 14u G4 Mobile Workstation Bundle, HP ZBook 15 G4 Mobile Workstation, HP ZBook 15 G4 Mobile Workstation, HP ZBook 15 G4 Mobile Workstation (ENERGY STAR), HP ZBook 15 G4 Mobile Workstation Bundle, HP ZBook 15u G4 Mobile Workstation, HP ZBook 15u G4 Mobile Workstation, HP ZBook 15u G4 Mobile Workstation (ENERGY STAR), HP ZBook 15u G4 Mobile Workstation Bundle, HP ZBook 17 G4 Mobile Workstation, HP ZBook 17 G4 Mobile Workstation, HP ZBook 17 G4 Mobile Workstation (ENERGY STAR), HP ZBook 17 G4 Mobile Workstation Bundle, HP ZBook Studio G4 Mobile Workstation, HP ZBook Studio G4 Mobile Workstation, HP ZBook Studio G4 Mobile Workstation (ENERGY STAR), HP ZBook Studio G4 Mobile Workstation Bundle, HP ZBook x2 G4 Detachable Workstation, HP ZBook x2 G4 Detachable Workstation

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA05851793

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration.The information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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