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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06702568

Version: 1

HP Pavilion 15-cw0000, 15-cw1000 Laptop PCs - Speaker Volume Is Reduced Without User Interaction

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 : 20-Jul-2020

Last updated : 21-Jul-2020

DESCRIPTION
While playing music, playing video, or while in meetings, the volume of the internal speaker is lowered without any user interaction. This issue occurs if the Operating System, AMD High-Definition GraphicsDriver and Realtek High Definition AudioDriver are not up to date, or if they are not corresponding versions. This issue may occur after performing Windows Update. This occurs on units with specific system board IDs (see Scope).
Symptoms:
  • The volume plays at the correct volume for 1 to 5 seconds, then is reduced by about 50 to 60 percent after a few seconds.
  • Speakers volume is very quiet, even at full volume.
  • The problem only occurs with the internal speakers. Headsets and Bluetooth earphones work correctly when connected to the computer.

SCOPE
The information in this document applies to the following:
Drivers/Applications:
  • Realtek Audio Driver v6.0.1.8597
  • Realtek Audio Driver v6.0.1.8581
  • Realtek Audio Driver v6.0.8688.1
  • Realtek Audio Driver v6.0.8799.1
  • Realtek Audio Driver v6.0.8950.1
Computers:
  • HP Pavilion 15-cw000 Laptop PC series
  • HP Pavilion15-cw1000 Laptop PC series
System board IDs:
Spare Part Description
SSID
AMD Raven Ridge
84E8
AMD Raven Ridge
84E7
AMD Picasso
8615
Operating Systems:
  • Microsoft Windows 10 RS5 (Version 1809)
  • Microsoft Windows 10 19H1 (Version 1903)
  • Microsoft Windows 10 19H2 (Version 1909)
  • Microsoft Windows 10 20H1 (Version 2004)
RESOLUTION
To resolve this issue, follow the steps below:
Step 1. Confirm System Board ID is with the Scope.
  1. Type System Information in the Search field.
  2. Navigate to Baseboard Product.
  3. Confirm the Baseboard Product ID is listed in the Scope.
Step 2. Confirm the OS version.
  1. Type WINVER in the Search field.
  2. Confirm the OS version is listed in the Scope.
Step 3. Uninstall the existing Realtek Audio, and AMD High-Definition Graphics Drivers.
  1. Open Device Manager.
  2. Expand Sound, video and game controllers.
  3. Locate the Realtek Audio Driver, right-click and select Uninstall.
  4. Locate the AMD High-Definition Graphics Driver, right-click and select Uninstall.
Step 4. Install the appropriate Realtek Audio Driver, and AMD High-Definition Graphics Drivers.
  1. Go to .
  2. Enter your HP computer product name and model number.
  3. Click Find.
  4. Select Software Drivers and Firmware.
  5. Expand Driver-Graphics.
  6. Select the correct AMD High-Definition Graphics driver for your OS version.
  7. Follow the on-screen instructions to install the driver (a restart may be required).
  8. Go back to the Software Drivers and Firmware screen.
  9. Select Driver-Audio.
  10. Select the correct Realtek High Definition Audio driver for your OS version.
Additionally, you can download the drivers from the SoftPaqs provided below:
OS Version
SoftPaq Description
Release Notes
Download SoftPaq
Windows 10 1809
AMD High-Definition Graphics Driver - Picasso
Version: 25.20.14118.0
Revision: A
Windows 10 1809
AMD High-Definition Graphics Driver - Stoney Ridge (Windows 10 v1809)
Version: 25.20.14020.5003
Revision: A
Windows 10 1809
AMD High-Definition Graphics Driver Raven Ridge
Version: 23.20.826.8448
Revision: D
Windows 10 1809
Realtek High-Definition (HD) Audio Driver - Picasso
Version: 6.0.1.8597
Revision: A
Windows 10 1809
Realtek High-Definition (HD) Audio Driver - Stoney Ridge
Version: 6.0.1.8581
Revision: A
Windows 10 v1809
Realtek High-Definition (HD) Audio Driver - Raven Ridge
Version: 6.0.1.8581
Revision: D
OS Version
SoftPaq Description
Release Notes
Download SoftPaq
Windows 10 1903
AMD High-Definition Graphics Driver - Picasso
Version: 26.20.11002.12
Revision: B
Windows 10 1903
AMD High-Definition Graphics Driver - Stoney Ridge/Raven Ridge
Version: 25.20.15030.4
Revision: B
Windows 10 1903
Realtek High-Definition (HD) Audio Driver - Picasso
Version: 6.0.8688.1
Revision: B
Windows 10 1903
Realtek High-Definition (HD) Audio Driver - Stoney Ridge/Raven Ridge
Version: 6.0.8688.1
Revision: B
OS Version
SoftPaq Description
Release Notes
Download SoftPaq
Windows 10 1909
AMD High-Definition Graphics Driver - Picasso
Version: 26.20.11028.0
Revision: C
Windows 10 1909
AMD High-Definition Graphics Driver - Stoney Ridge/Raven Ridge
Version: 26.20.11034.1006
Revision: C
Windows 10 1909
Realtek High-Definition (HD) Audio Driver
Version: 6.0.8799.1
Revision: C
OS Version
SoftPaq Description
Release Notes
Download SoftPaq
Windows 10 2004
AMD High-Definition Graphics Driver - Picasso
Version: 26.20.14042.2
Revision: D
Windows 10 2004
AMD High-Definition Graphics Driver - Stoney Ridge/Raven Ridge
Version: 26.20.14042.2
Revision: D
Windows 10 2004
Realtek High-Definition (HD) Audio Driver
Version: 6.0.8950.1
Revision: D

Hardware platforms affected : HP Pavilion 15 Laptop PC (Bolton) Configurable Material, HP Pavilion 15-cw0000 Laptop PC, HP Pavilion 15-cw1000 Laptop PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06702568

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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