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timmmay

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#277014 21-Sep-2020 22:10
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(This has a solution - at least an interim solution - at the end, this is sharing a weird issue)

 

My wife has a Probook that's a few months old. A few weeks ago the sound went funny - instead of being clear you can't make out what it's saying. It's scratchy, high pitched, and weird. Headphones work fine. We assumed hardware problem.

 

We called HP support, who did the usual checks for BIOS and drivers. An on-site visit was set up. The guy turned up, uninstalled the drivers, let windows reinstall them, and it worked again. Yay! He told me HP doesn't support Windows, just the hardware.

 

But when my wife logged in this evening the sound didn't work. I uninstalled drivers again, restarted, ran windows update. Yay! It works again. Restarted, it's failed again.

 

I have narrowed it down to something to do with Realtek driver by uninstalling sound drivers one by one. I uninstall the device in Device Manager, reboot, run Windows Update, it installed driver 6.0.8838.1, and sound works, yay! Then I reboot and it's failed again. Driver version is exactly the same in device manager before the reboot. Headphones always work.

 

I've run the HP Support Assistant to check for updated drivers. It found 11 updates, but none appeared to have anything to do with sound. So I downloaded the latest driver manually from the HP website. Odd that it isn't detected by Windows Update or HP Support assistant. Driver version has updated to 6.0.8996.1 dated 28/7/2020. A couple of restarts later and running Windows update everything seems fine... for now.

 

So if your HP Probook has sound issues, try downloading the driver manually.


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xpd

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  #2571681 22-Sep-2020 07:58
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Yeah, my new Probook has sound issues as well, where when I'm using it just to browse etc it seems ok, but the second I fire up an RDP session, any local sound goes to crap. Sound on the RDP is disabled.

 

I'm going to reinstall Windows from scratch and work on it from there.





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Dynamic
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  #2571739 22-Sep-2020 08:45
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An odd issue, this one.  I believe I had the same with a G7 ProBook 430, and reinstalling the current drivers did not appear to do anything helpful.  I downloaded a new updated driver package and installed this - no change.  I then noted a batch file in the root of the driver folder and ran this, which appeared to install several other drivers including (from memory) Intel SST drivers.  This seems to have sorted it.  I checked in with the client 3 days later and the issue had not recurred, and this was about 2 weeks ago.





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“Don't believe anything you read on the net. Except this. Well, including this, I suppose.” Douglas Adams

 
 
 
 


timmmay

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  #2571823 22-Sep-2020 10:10
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@Dynamic are you saying HP creates a batch file in the root folder that installs drivers, that you ran? I'll keep an eye out for that, but hopefully the driver install from the HP site works.

 

The HP engineer said it's probably a Windows problem, but MS will just tell us to talk to HP, who apparently don't support the software.


Oblivian
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  #2571825 22-Sep-2020 10:16
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They like finger pointing. Just like when thousands of the machines went to underwater audio, From memory that was a bad audio enhancement addon to the drivers. Similar can be found in a default out of box when they try to make the fancy speakers they use sound even better with built in spatial 'enhancements'. Normal sound usually resumes by disabling them all from the individual driver setting.

 

And noone mention the Keylogger incident.. 


Dynamic
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  #2571843 22-Sep-2020 10:33
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@timmmay, yes.  You may already be aware that the drivers unpack to a folder similar to c:\swsetup\SPxxxxx (where SPxxxxx is the downloaded file from their web site).





"4 wheels move the body.  2 wheels move the soul."

“Don't believe anything you read on the net. Except this. Well, including this, I suppose.” Douglas Adams

timmmay

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  #2571850 22-Sep-2020 10:41
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Dynamic:

 

@timmmay, yes.  You may already be aware that the drivers unpack to a folder similar to c:\swsetup\SPxxxxx (where SPxxxxx is the downloaded file from their web site).

 

 

Yeah, I delete that folder once drivers are installed. I'll have a look out for the batch file thanks.


gzt

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  #2572444 22-Sep-2020 22:52
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Take a good look at the shared audio modes and enhancements.

 
 
 
 


timmmay

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  #2572489 23-Sep-2020 07:59
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gzt: Take a good look at the shared audio modes and enhancements.

 

Why? Could that be turning on and distorting audio really badly? Or just to make it sound better when it's working ok?


gzt

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  #2573820 24-Sep-2020 23:30
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Xpd mentioned the issue after starting another application. Shared mode may have some influence. Just a guess.

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