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Diamond PC
Diamond PC, Information Systems Manager
Category: Computer
Satisfied Customers: 92
Experience:  Expert in Networking and PC Hardware/Software
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No Audio it says speakers not plugged in but they are.

Customer Question

No Audio it says speakers not plugged in but they are.
Submitted: 2 years ago.
Category: Computer
Expert:  Diamond PC replied 2 years ago.

Diamond PC :

hi! I'm Dave

Diamond PC :

I will try to assist you

Diamond PC :

first thing lets check what your playback device is

Customer :

Am I supposed to do smething

Customer :

Are You there

Diamond PC :

hi

Diamond PC :

right click the speaker icon bottom right

Diamond PC :

select playback devices

Diamond PC :

what is listed there?

Customer :

Speakers

Customer :

Headphones

Customer :

Digital Audio Device

Customer :

Speakers and Headphones say not plugged in and Digital Audio is the default device

Customer :

Speakers

2:38 PM

Headphones

2:38 PM

Digital Audio Device

2:39 PM

Speakers and Headphones say not plugged in and Digital Audio is the default device

Customer :

Are you still there

Diamond PC :

ok choose

Diamond PC :

speakers as the default device

Diamond PC :

and click ok

Diamond PC :

what is the brand and model PC?

Customer :

That does not work when I choose speakers the default button does not light up

Diamond PC :

I see

Customer :

HP Pavillion

Diamond PC :

when did the sound stop working?

Customer :

Monday

Diamond PC :

what was installed or updated at that time that may have caused this?

Customer :

Nothing

Diamond PC :

have you tried to restore your system to before Monday?

Customer :

No

Diamond PC :

OK

Diamond PC :

do you know where the device manager is?

Customer :

In the control panel

Diamond PC :

yes

Diamond PC :

go there

Diamond PC :

are there any yellow ! or red xs?

Customer :

No

Diamond PC :

ok everything is fine in there?

Diamond PC :

have you tried headphones to see if they work?

Customer :

Yes

Customer :

THey say unplugged as well

Diamond PC :

you are plugging them into the front or into the back?

Customer :

Back there are no plugs in the front

Diamond PC :

what is the exact model of HP pavillion let's try to reinstall the audio driver

Customer :

a6142n

Diamond PC :

In the Start search box, type recovery . Then click Recovery Manager .

Diamond PC :

In the Recovery Manager window that displays, click Next .

Diamond PC :

On the Reinstall software programs that came with your computer screen, click No, I would like to see other options . Then click Next .

Diamond PC :
In the Reinstall hardware drivers screen, click Yes . Then click Next .
Figure 5: Reinstall hardware drivers screen
Diamond PC :

do you see the recovery manager?

Customer :

Nothing comes up that says recovery manager

Diamond PC :

ok

Diamond PC :

did this PC used to be Vista?

Customer :

yes

Diamond PC :

so it was upgraded to W7 64?

Customer :

It was upgraded quite awhile ago

Diamond PC :

64bit correct?

Customer :

Not sure

Diamond PC :

right click computer

Diamond PC :

and go to properties

Diamond PC :

it will say in there

Diamond PC :

If it is 64 bit this is the audio driver

Customer :

32 bit

Diamond PC :

ok

Diamond PC :

lets get the 32 bit driver

Customer :

What shuld I do

Diamond PC :

download sp37324.exe

Customer :

Downloading now

Customer :

Error message said my system did not meet the minimum requirements for this upgrade

Diamond PC :

when you were downloading?

Diamond PC :

or did you try to run the file?

Diamond PC :

Is the computer otherwise operating normally?

Diamond PC :

1. Maybe we need to check for malware first

Customer :

When I tried to run the file

Diamond PC :

2. Remove the audio devices and have the computer re-find them

Customer :

Everything else is working perfect

Customer :

How

Diamond PC :

do you want to check for malware?

Customer :

OK

Diamond PC :

ok lets go here

Diamond PC :

download and run this

Diamond PC :

make sure you update the database first

Diamond PC :

do you see this?

Diamond PC :

what do you use for anti virus?

Diamond PC :

are you still with me?

Customer :

Still running

Diamond PC :

great

Diamond PC :

did you do a quick scan?

Customer :

Microsoft Security software

Diamond PC :

anything detected?

Customer :

No

Customer :

It just started scanning right after the download

Customer :

Not done yet

Diamond PC :

while its doing this go to device manager and tell me what is listed under sound

Diamond PC :

Malwarebytes is running correct?

Diamond PC :

usually it doesnt start automatically

Customer :

High definiton audio device

Diamond PC :

right click and delete everything under sound in the device manager

Diamond PC :

did you delete it?

Diamond PC :

actually its right click and uninstall

Customer :

When I right click it says disable or uninstall

Diamond PC :

then go to action and scan for hardware change

Diamond PC :

uninstall please

Customer :

ok

Customer :

Where is action

Diamond PC :

in the menu bar at the top of the device manager

Customer :

OK Did it

Diamond PC :

did it re-find the HD audio device?

Customer :

Yes but it says something different and has a little yellow box near it

Diamond PC :

what does it say?

Customer :

Audio device on high definiton audio bus

Diamond PC :

right click and update driver software

Diamond PC :

search automatically

Customer :

Now it says realtek High definiton audio

Diamond PC :

great and no yellow?

Diamond PC :

no little yellow boxes?

Customer :

No yellow boxes

Customer :

It says driver up to date

Diamond PC :

ok now can you choose that as playback device?

Diamond PC :

choose speakers?

Customer :

How

Diamond PC :

right click the speaker icon bottom right

9:33 AM

select playback devices

Diamond PC :

are you able to select it as a default audio device?

Customer :

RealTek is the default device and I can't change it

Diamond PC :

do you have any sound?

Customer :

no

Diamond PC :

did you check the volume controls?

Customer :

yes

Customer :

The speakers work when plugged into my tablet

Diamond PC :

ok lets try installing the newest realtek audio drivers

Diamond PC :

yes this is def not a speaker issue

Diamond PC :

go here and download the Win7 32 bit driver

Diamond PC :

executable file

Diamond PC :

32bits Vista, Windows7 Driver only (Executable file)

Diamond PC :

it could be many things but eventually we will narrow it down

Diamond PC :

very frustrating I know

Diamond PC :

the other thing we could do is try a system restore to last week

Diamond PC :

since it was working then

Customer :

Still downloading

Diamond PC :

ok let me know when you have it downlpaded

Diamond PC :

downloaded

Customer :

Its done

Diamond PC :

ok

Diamond PC :

go and uninstall the audio device

Diamond PC :

from the device manager

Customer :

did already

Diamond PC :

then run that file

Customer :

did it still no speakers

Customer :

I have to leave for a 5PM appointment

Diamond PC :

ok

Customer :

Can we resume tomorrow

Diamond PC :

and no small yellow boxes in device manager?

Customer :

No small boxes

Diamond PC :

sure thing!

Diamond PC :

next thing will be a system restore

Customer :

How do I contact you

Diamond PC :

just go to just answer

Diamond PC :

and choose my questions and reply

Customer :

OK

Diamond PC :

do you want to try the system restore now?

Customer :

No I really need to leave and get to this sales appointment

Diamond PC :

OK chat with you soon =)

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