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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06997952

Version: 2

HP Pavilion Gaming 16-a0000 Laptop PCs, OMEN 15-ek000 Laptop PCs - Computer Speaker May Not Emit Sound and Display Red X in System Tray

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 : 14-Jan-2021

Last updated : 14-Jan-2021

DESCRIPTION
The computer speaker may not emit sound and may display a red X in system tray next to the speaker icon. This issue occurs after performing Windows Update.
Figure 1: Speaker with red X

SCOPE
The information in this document applies to the following:
Computers:
  • HP Pavilion Gaming 16-a0000 Laptop PC series
  • OMEN 15-ek0000 Laptop PC series
Operating Systems:
  • Microsoft Windows 10 20H1 (Version 2004)
  • Microsoft Windows 10 20H2
RESOLUTION
To resolve this issue, perform the following procedures:
Procedure 1: Uninstall Intel(R) Smart Sound Technology Intel(R) ISST Driver
  1. In the search field next to the Start button, type device manager, and then select Device Manager.
  2. Expand Sound, video and game controllers.
  3. Right-click Intel(R) Smart Sound Technology ISST and select Uninstall device.
  4. Select Delete the driver software for this device (select check box) and then click Uninstall.
Procedure 2: Uninstall Intel(R) Smart Sound Technology Intel(R) (SST) OED
  1. In the search field next to the Start button, type device manager, and then select Device Manager.
  2. Expand System devices.
  3. Right-click Intel(R) Smart Sound Technology and select Uninstall device.
  4. Select Delete the driver software for this device (select check box) and then click Uninstall.
Procedure 3: Uninstall Intel(R) Smart Sound Technology Intel(R) (SST) Audio Controller
  1. In the search field next to the Start button, type device manager, and then select Device Manager.
  2. Expand System devices.
  3. Right-click Intel(R) Smart Sound Technology Intel(R) (SST) Audio Controller and select Uninstall device.
  4. Select Delete the driver software for this device (select check box) and then click Uninstall.
Procedure 4: Download and install the appropriate SoftPaq for the affected computer:
Affected Computer
Softpaq Description
Release Notes
Download SoftPaq
HP Pavilion Gaming 16-a0000 Laptop PC series
Realtek High-Definition (HD) Audio Driver
Version: 6.0.8955.1
Revision: B
OMEN 15-ek0000 Laptop PC series
Realtek High-Definition (HD) Audio Driver
Version: 6.0.8924.2
Revision: A
OMEN 17-cb1000 Laptop PC series
OMEN 15-dh1000 Laptop PC series
Realtek High-Definition (HD) Audio Driver
Version: 6.0.8940.1
Revision: B
HP Pavilion 24 All-in-One PC Configurable Material
HP Pavilion 27 All-in-One PC Configurable Material
HP Pavilion All-in-One PC 24-k0000i
HP Pavilion All-in-One PC 27-d0000i
HP Pavilion All-in-One PC 27-qc0000i
Realtek High-Definition (HD) Audio Driver
Version: 6.0.8924.1
Revision: A
NOTE: A more recent version of this software may be available. Check for updated drivers and software for your computer at http://www.hp.com/.

Hardware platforms affected : HP Pavilion 24 All-in-One PC (BigBen24A) Configurable Material, HP Pavilion 24 All-in-One PC (BigBen24I) Configurable Material, HP Pavilion 24 All-in-One PC 24-k0000i, HP Pavilion All-in-One PC 27-d0000i, HP Pavilion All-in-One PC 27-qc0000i, HP Pavilion Gaming 16-a0000 Laptop PC series, OMEN 15-dh1000 Laptop PC series, OMEN 15-ek0000 Laptop PC series, OMEN 17-cb1000 Laptop PC series

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06997952

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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