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This document applies to Windows 98, Me, and XP.
The steps in this document fix a wide variety of sound problems; such as low volume, no sound at all, static, or strange noises coming from the speakers.
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NOTE:
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If you installed a different version of Windows on the computer and cannot hear any sound, a new sound driver is needed. For more information
read Step 6
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Step 1: Determining the Sound Problem
To begin troubleshooting select a symptom from the list below that best describes the sound problem. The link that you select will take you to a section within this document or to another HP support document.
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NOTE:
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If you cannot find the sound problem in the list, start at Step 2 - the next Step |
Step 2: Checking volume and mute settings
The volume setting for one or more sound devices might be disabled or set too low. Use the following steps to adjust volume and check mute settings:
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If you have powered speakers, be sure that they have power and are turned on.
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If there is a volume control knob for the speakers, set it to halfway.
Figure 1: Example of a volume control knob for speakers (your speakers may appear different)
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If you are using speakers that are built into your monitor, make sure sound is enabled
for the monitor
and volume is set to halfway. Adjust the sound settings for your monitor by using the buttons on the monitor and/or the onscreen menu. To find more specific information about using and adjusting your monitor speaker settings, please refer the support documentation that came with your monitor.
Figure 2: Example of volume and menu buttons on a monitor (You monitor may appear different)
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On the computer, double-click the volume icon in the Windows taskbar (located near the clock).
Figure 3: Volume icon in taskbar
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NOTE:
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If the volume icon is missing from the taskbar, click
Start
,
Run
, and enter the following into the Open field:
mmsys.cpl(Make sure you type a lower case L, "l", and not the number one). Select
Place volume icon in the taskbar
if it is not selected. On the Volume tab, click the
Advanced
button in the Device Volume section to open the Master Volume window.
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Remove all check marks from Mute boxes at the bottom of the Master Volume window and adjust the volume setting slide bars to a high position.
Figure 4: Master Volume or Volume Control window
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Each time you click and release the Master Volume or Volume Control slidebar, a beep sound should come from the speakers.
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If you can hear the sound caused by clicking the master volume slidebar, the problem should be resolved. If you are experiencing sound problems only with a specific software application, refer to the software manufacturer's Web site for known issues or go to the next step.
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If there is still no sound when you click the Master Volume or Volume Control slidebar, go to the next step.
Step 3: Verifying connections
Use the following steps to verify that the sound cables are properly connected from the speakers to the computer.
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NOTE:
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Some monitors contain built-in speaker. Your speaker may be part of your monitor. |
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Find and unplug any or all audio cables from the back of the computer.
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Plug headphones directly into the speaker out connector
on the back of the computer. The speaker out connector may have a symbol of a speaker or a circle with an arrow pointing out, or it may be labeled as "OUT".
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Test for sound in Windows by double-clicking the volume icon in the taskbar and then clicking the volume control slide in the master volume section. Each time you click and release the master volume slidebar, a beep sound should be heard through the headphones.
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If sound can be heard through the headphones, the sound hardware on the computer is working and the issue is most likely related to the speakers or the speaker cables. Disconnect the headphones and reconnect the speakers. When done, test again for sound using the same steps as above with the volume control slides. If sound still cannot be heard after reconnecting the speakers, try replacing the speaker cable (if possible) or
speaker fuse
.
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If sound cannot be heard through the headphones, ensure that you are connecting the headphones into the correct connector and try again. Refer to the following graphic examples for assistance. If there is still no sound, continue to the next step when you are sure the headphones are connected to the correct audio connector on the back of the computer.
Figure 5: Example of computers with 3 rear audio connectors
1 - Microphone connector
2 - Line-out connector (to front powered speakers or headphones)
3 - Line-in connector
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NOTE:
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On some computers the microphone connector on the computer can be configured as the Center/Subwoofer-out and the Line-in connector can be configured as the Rear Speaker-out by using the Sound Manager software. |
Figure 6: Example of computers with 6 rear audio connectors
1 - Side speaker out
2 - Rear speaker out
3 - Center and subwoofer out
4 - Microphone
5 - Line-out (to front powered speakers or headphones)
6 - Line-in
Step 4: Enabling Windows Audio Service in Windows XP
If your computer does not have Windows XP, skip this step.
If you are experiencing no audio, the Windows Audio Service may have been disabled or set to manual. You may also see the messages
No Audio Device
or
There are no active mixer devices available
. To fix these messages, enable the Windows Audio Service by following these steps:
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Click
Start
,
Run
, and enter
services.msc
into the Open field.
A services window opens.
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Scroll down the list of services and find Windows Audio.
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Right-click
Windows Audio
and select
Properties
.
Figure 7: Windows Audio Properties selection
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Select
Automatic
from the Startup type dropdown list, and click
Start
to start the audio service.
Figure 8: Startup type and Service status
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Click
OK
and test for sound.
If sound is now restored, a software program may have disabled Windows Audio or is preventing Windows Audio from automatically starting when Windows opens. If your computer continues to experience no sound after restarting the computer, repeat these steps to re-enable the Windows Audio Service.
Continue to the next step if you still cannot hear sound after enabling Windows Audio.
Step 5: Restoring the original audio driver
If you changed Windows to a different version, such as from Vista to XP, skip this step.
Files and settings for your sound card may have changed and could be causing a sound problem.
Use the HP or Compaq application recovery process to restore the audio driver to their original files and settings. You can find the software program in the start menu under either
HP Tools
,
HP Help & tools
, or
Compaq
,
Compaq Tools
. For more information, refer to
Using Application Recovery (Windows 9x, Me, and XP)
.
Restart the computer after restoring the audio driver software and test for sound. If there is still no sound, continue to the next Step.
Step 6: Updating the audio driver
If the computer is experiencing sound problems, especially after changing to a different version of Windows, an updated audio driver may resolve the problem. Find and install audio software for your HP or Compaq computer. After you have successfully installed the audio driver update, test for sound. If the computer still experiences sound problems, continue to Step 7.
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Go to the
HP Software download page
, enter the specific model number for your computer, and follow the instructions on the pages to try and find an audio update for your computer.
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If you can find an audio driver update from HP, download it, install it, and test for sound. Continue using these steps if problems persist.
If you cannot find or install an audio update, continue to the next step.
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Download and install an updated audio driver package from the audio technology provider.
Your computer probably uses Realtek Audio Codec or Creative Audigy software. Download and install audio drivers from one of the following sites:
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If a driver still cannot be found or installed, use the following steps to find the name of your sound hardware and its driver:
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CAUTION:
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These steps involve installing software that may not have been tested by HP. Downloading and installing software from other Web sites may resolve the problem but there is also a risk that it may not work correctly with your HP designed system. |
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Click
Start
,
Run
, and enter
msinfo32
into the Open field.
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Click the plus sign next to
Components
.
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Select
Sound Device
and write the name of the sound device and the name of the manufacturer on paper.
Figure 9: System Information: Sound Device Name
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Open your Internet browser software (Internet Explorer, Netscape, Firefox, or similar) and browse to your favorite search site.
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Search the Internet using the terms "sound", "driver", and key words from the name of the sound device, and the name of the manufacturer.
For example, searching the Internet for a Creative Audigy sound device using the words "sound", "driver", "creative", and "audigy" may bring up a "Customer Support: Downloads" page where the latest software for Creative's sound devices can be downloaded and installed.
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Review the Web pages that are found from the list of search results that correspond to the manufacturer of the sound device.
Some popular Web sites that host audio driver downloads are:
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Install the updated sound driver per the manufacturer's instructions and test for sound.
If the sound problem still exists or you cannot install an updated sound driver, continue to the next step.
Step 7: Configuring On-board Audio in the BIOS
Some computers come with sound on the motherboard (on-board audio), some come with a sound card, and some come with both on-board and a sound card.
The on-board audio setting in the BIOS must be set to match your particular audio hardware configuration. Perform one of the following sets of steps depending on whether you want to reset the BIOS to its factory default settings or only adjust the on-board sound setting:
Step 1: Reset the BIOS
This step resets the On-board Audio setting to Automatic for most HP and Compaq desktop computers. If you would like to keep your current BIOS configuration, or if resetting the BIOS to the default setting does not help, continue to
Step 2: Change the on-board sound setting in the BIOS
.
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To enter the BIOS, turn on the computer and press the
F1
key repeatedly until a BIOS Setup screen opens.
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NOTE:
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On certain Compaq Presario computers (prior to 2002) press the F10 key instead of F1. |
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In the BIOS Setup screen, press the
F5
key.
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Select Yes or OK (press the
Enter
key).
Press the
F10
key.
Select Yes or OK to save the default settings (press the
Enter
key).
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Start Windows and check for sound. If there is still no sound, go to the next step.
Step 2: Change the on-board sound setting in the BIOS
Use this step to make sure the On-board Audio setting in the BIOS matches the setting required by your sound hardware configuration.
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Look at the back of the computer and use one of the following three configuration examples to help you determine your sound configuration and the required BIOS sound setting. Read all three items before making your choice.
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Configuration A (On-board Audio):
If the sound connectors for the speakers and microphones are located next to the parallel, serial, or USB ports, then the computer has On-board Audio.
The On-board Audio setting in the BIOS should be Enabled.
Figure 10: On-board Audio configuration
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Configuration B (Soundcard):
If the sound connectors for the speakers and microphone are located away from the parallel, serial, or USB ports, the computer has a soundcard.
If the BIOS has an On-board Audio setting available, the On-board Audio setting in the BIOS should be Disabled
. If the BIOS does not have an On-board Audio setting, you do not need to change a BIOS setting, skip to Step 8: Removing sound drivers in Safe Mode.
Figure 11: Soundcard configuration
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Configuration C:
If the computer has sound connectors in both locations the on-board sound setting in the BIOS should be
Disabled
.
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To enter the BIOS, turn on the computer and press the
F1
key repeatedly until a BIOS Setup screen opens.
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Use the
Left
and
Right Arrow
keys to select the
Advanced
tab.
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Find and select the advanced menu items that correspond to audio. This may be one of the following:
- On-board Audio
- On-board Audio Options
- I/O Device Configuration
- On-Board Sound
- Audio
- Audio Codec
Figure 12: Example of On-board Audio menu
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Select either
Enabled
or
Disabled
depending on your configuration and press
Enter
.
Figure 13: Example: On-board Audio Enabled
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Press the
F10
key and then press
Enter
to save and exit.
Windows opens.
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Check for sound.
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If you can hear sound, you are done.
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If there is still no sound, shut down the computer and continue using these instructions.
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Once the computer is completely shut down, unplug the computer power cable and then press the PC power button for 20 seconds.
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Plug the power cable back in.
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To enter the BIOS, turn on the computer and press the
F1
key repeatedly until a BIOS Setup screen opens.
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Press the
F5
key, select
Yes
.
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Press the
F10
key and then press
Enter
to save and exit.
Windows opens.
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Check for sound. If there is still no sound, go to the next step.
Step 8: Removing sound drivers in Safe Mode
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Turn on the computer and press the
F8
key repeatedly until a menu appears.
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Select
Safe Mode
and press
Enter
.
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In Windows XP, click
Start
, and right-click
My Computer
.
In Windows 98 and Me, right-click the
My Computer
icon on the Windows desktop.
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Click
Properties
from the list that appears.
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In Windows XP, click the
Hardware
tab, then the
Device Manager
button.
In Windows 98 and Me, click the
Device Manager
tab.
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Click the plus sign (
+
) next to
Sound, video and game controllers
.
Figure 14: Sound reference in Device Manager
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Right-click a sound device name to be removed from the list.
Do not remove Audio Codecs, Video Codecs, or Legacy Audio Drivers.
.
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Select
Uninstall
or
Remove
.
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Continue removing sound devices until all are removed except Audio Codecs, Video Codecs, or Legacy Audio Drivers.
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NOTE:
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If the audio device is a combination sound-modem card (named Riptide or Conexant Combo in the list), remove items with Riptide or Conexant under the Modem section. |
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Click
OK
.
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Close all programs, restart the computer, and go to the next Step.
Step 9: Reinstalling the sound drivers
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If a window appears stating that it needs help finding a particular file, browse and select the file using each of the following path names until the file is found:
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C:\Windows\inf
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C:\Windows\options\cabs
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C:\Windows\system
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C:\Windows\system32
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C:\Windows\I386
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Click
Continue Anyway
on any Digital Signature Verification windows that appear.
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Restart the computer and test for sound. If no sound is heard, remove and seat the sound card into a different slot. Use the support document
Replacing or Adding a Sound Card
for assistance.
Step 10: Inspecting speakers and fuses
If you have powered speakers, check to see if the power cord is connected and that the speakers are receiving power.
Many powered speakers, especially speaker systems with subwoofers, have fuses. If there is no sound coming from the speaker, not even a humming noise, remove and replace the fuse. Even if you do not think that the fuse has blown, it is a good idea to swap the fuse to make sure. If the fuse is still good, you will have a backup fuse in case one blows.
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Turn off the power to the subwoofer and unplug the power to the speakers.
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Remove the fuse cover and then the fuse and look through the glass cylinder. If you see a wire inside that has been separated, dark spots, or burn marks, the fuse has blown and needs to be replaced. If the fuse looks good, swap the fuse anyway and keep the old one as a spare.
- It is a good idea to take the old fuse to the electronics store when purchasing the new fuse. This way, you can use the old fuse to make sure it matches the new fuse at the store.
- Install the new fuse, replace the fuse cap, apply power, turn the speakers on, and test for sound.
To prevent damage to your speakers and to prevent fuses from blowing in the future, keep the following items in mind when using your computer:
- Turn the speaker volume control off before applying power to the speakers.
- Just like a high-quality home stereo system, it is not good to raise the volume more than half the range of the control knob. Doing so, reduces the quality of the sound and makes it much harder on the speakers. This happens because lower sound levels become raised to a peak level. Too much sound at one peak level stresses the speakers and causes sounds to overlap.
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NOTE:
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If the steps in this document failed to resolve your issue, the sound card may have failed. If your computer was purchased after 2001, it probably contains a software program called PC-Doctor. Use PC-Doctor to help verify sound card failures before calling support or repairing the computer. Use the HP support document "
Using PC-Doctor to Verify Hardware Problems
" to learn more about testing for sound card failures. If you receive an error code after running a test, you need to
contact support
for further assistance. Write the error code number down so that you can provide it to a support agent.
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Resolving low volume problems
Use these steps to increase sound volume:
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It is important to know the type of speakers that are compatible with your computer. You might be using the wrong type of speakers for your computer.
Check your computer audio connections and speaker type and replace the speakers if they are the wrong type.
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Non-powered speakers must be connected to an amplified sound connector on the computer (usually a blue or orange speaker-out connector).
When non-powered speakers are used with a line-out connector on the computer, the volume will be much lower/softer than normal
.
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NOTE:
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Most computers manufactured after 2000 do not have an amplified audio connector and require powered speakers. |
Figure 15: Example of non-powered speakers and amplified sound connector (your connectors may look slightly different)
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Powered speakers use a power adapter, power from the monitor, or batteries to amplify the volume. These types of speakers can connect into a line-out connector on the computer (usually green or gray connectors on the computer).
Figure 16: Example 1: Powered speakers and line-out connector (your setup may look different)
Figure 17: Example 2: Powered speakers in monitor
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If you are using speakers in a monitor and you are experiencing low volume from all Windows programs, go into the monitors setup menu and make sure the volume is turned up for the monitor. Use the buttons that are attached to the monitor to enter the onscreen menu and look for menu settings that pertain to sound. For more detailed instructions on how to adjust the volume setting for your particular monitor, refer to the monitor documentation.
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If sound volume is low, but only in one software application, try to find and adjust sound the settings for the software program that is having low volume. For example, if the volume sounds good in Windows but is too low when playing a DVD movie, open the software that used to play the DVD movie and increase the audio volume using the controls that are available.
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No sound after resuming from hibernation in Windows XP
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NOTE:
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One or more of the links above will take you outside the Hewlett-Packard Web site. HP does not control and is not responsible for information outside of the HP Web site. |
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