hi! I'm Dave
I will try to assist you
first thing lets check what your playback device is
Am I supposed to do smething
Are You there
right click the speaker icon bottom right
select playback devices
what is listed there?
Digital Audio Device
Speakers and Headphones say not plugged in and Digital Audio is the default device
Are you still there
speakers as the default device
and click ok
what is the brand and model PC?
That does not work when I choose speakers the default button does not light up
when did the sound stop working?
what was installed or updated at that time that may have caused this?
have you tried to restore your system to before Monday?
do you know where the device manager is?
In the control panel
are there any yellow ! or red xs?
ok everything is fine in there?
have you tried headphones to see if they work?
THey say unplugged as well
you are plugging them into the front or into the back?
Back there are no plugs in the front
what is the exact model of HP pavillion let's try to reinstall the audio driver
In the Start search box, type recovery . Then click Recovery Manager .
In the Recovery Manager window that displays, click Next .
On the Reinstall software programs that came with your computer screen, click No, I would like to see other options . Then click Next .
do you see the recovery manager?
Nothing comes up that says recovery manager
did this PC used to be Vista?
so it was upgraded to W7 64?
It was upgraded quite awhile ago
right click computer
and go to properties
it will say in there
If it is 64 bit this is the audio driver
lets get the 32 bit driver
What shuld I do
Error message said my system did not meet the minimum requirements for this upgrade
when you were downloading?
or did you try to run the file?
Is the computer otherwise operating normally?
1. Maybe we need to check for malware first
When I tried to run the file
2. Remove the audio devices and have the computer re-find them
Everything else is working perfect
do you want to check for malware?
ok lets go here
download and run this
make sure you update the database first
do you see this?
what do you use for anti virus?
are you still with me?
did you do a quick scan?
Microsoft Security software
It just started scanning right after the download
Not done yet
while its doing this go to device manager and tell me what is listed under sound
Malwarebytes is running correct?
usually it doesnt start automatically
High definiton audio device
right click and delete everything under sound in the device manager
did you delete it?
actually its right click and uninstall
When I right click it says disable or uninstall
then go to action and scan for hardware change
Where is action
in the menu bar at the top of the device manager
OK Did it
did it re-find the HD audio device?
Yes but it says something different and has a little yellow box near it
what does it say?
Audio device on high definiton audio bus
right click and update driver software
Now it says realtek High definiton audio
great and no yellow?
no little yellow boxes?
No yellow boxes
It says driver up to date
ok now can you choose that as playback device?
are you able to select it as a default audio device?
RealTek is the default device and I can't change it
do you have any sound?
did you check the volume controls?
The speakers work when plugged into my tablet
ok lets try installing the newest realtek audio drivers
yes this is def not a speaker issue
go here and download the Win7 32 bit driver
32bits Vista, Windows7 Driver only (Executable file)
it could be many things but eventually we will narrow it down
very frustrating I know
the other thing we could do is try a system restore to last week
since it was working then
ok let me know when you have it downlpaded
go and uninstall the audio device
from the device manager
then run that file
did it still no speakers
I have to leave for a 5PM appointment
Can we resume tomorrow
and no small yellow boxes in device manager?
No small boxes
next thing will be a system restore
How do I contact you
just go to just answer
and choose my questions and reply
do you want to try the system restore now?
No I really need to leave and get to this sales appointment
OK chat with you soon =)