How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask Santonu Your Own Question

Santonu, Computer Support Specialist
Category: Computer
Satisfied Customers: 3780
Experience:  Diploma in Hardware
Type Your Computer Question Here...
Santonu is online now
A new question is answered every 9 seconds

I have a hp pavilion dv7 with windows vista operating system.

Customer Question

I have a hp pavilion dv7 with windows vista operating system. Recently it went to a black screen. I could not get desktop to come up and I could not get it to turn off. So I unplugged it and pulled out battery. Then I replaced the battery and plugged it in and it began working properly except, now my sound is all distorted and has static. This sound problem has happened before and I have always been able to fix it by uninstalling the sound and then when windows reinstalls it, it is fixed. I tried this trick this time and it is not fixing it. Do you have any suggestions?

Submitted: 3 years ago.
Category: Computer
Expert:  Santonu replied 3 years ago.

Since you already tried to uninstall audio drivers and it did not resolved the problem, next try to update the driver using following steps

Download audio drivers from the following link

Most HP DV7 series laptops uses IDT Hight Defintion audio codec. Download the file from above link, double click on downloaded file named sp41398.exe.
It will first extract some files to C:\swsetup\SP41398 folder and then the setup program should start

Follow onscreen prompts to install the audio driver and restart the system when completed.

If the problem remains, click Windows icon (Start), type devmgmt.msc in the search bar and press Enter to open Device Manager

Expand Sound, video and game controllers

Double click on listed audio device, click Details tab

Under Property, select Hardware Ids


Now you should see a long string

Let me know two set of four characters listed after "PCI\VEN_", and "&DEV_"

Customer: replied 3 years ago.

111D and 76B2

Expert:  Santonu replied 3 years ago.
Thanks for the update. The vendor and device ids point to IDT audio device and we previously installed the correct drivers.

Since it did not help, next

A Right click on the small speaker icon at the lower right corner of your screen, select Playback devices

Double click on the listed audio device, click Enhancements tab

Select the checkbox Disable all enhancements

Click Apply and Ok

Click Ok again

Now test sound

B If the probelm started recently, try to use system restore and see if you can restore system settings to a previous date

Click Windows icon(Start)-> All Programs-> Accessories-> System Tools-> System Restore

Select a previous date (when sound used to work properly), click Next.

When the restore is complete, the system will restart automatically. Now test sound again.

If the above fails, let me know if you have the option to test with an external headphone to check if you notice same problems when the headphone is conected ?

Also tell me when you notice this problem. When trying to play a saved audio file with Windows Media player Or when trying to watch a video online such as Youtube ?

Customer: replied 3 years ago.

We tried A and it did not work. We are unwilling to try B. Thanks for your attempt to fix the problem. We will try another expert.

Customer: replied 3 years ago.

Last restore was over 5 years ago, not willing to lose all the information since then on a system restore. Same problem when headphone is connected. Sound bad regardless of what is playing. Even the little chime that rings when Windows page comes up is distorted. Would battery have anything to do with it? My battery is completely gone.Computer only works when plugged in..



Customer: replied 3 years ago.
Relist: Answer quality.
Expert:  Santonu replied 3 years ago.

If the battery is still connected then you can try to turn off the system, disconnect battery, make sure ac adapter is connected and then turn it on. If it remain same and if you notice the same problem with a headphone connected, then next we can try to run system file checker which basically looks for corrupt system files and performs repair as required.

A Click Windows icon (Start) -> All Programs-> Accessories. Right click on Command Prompt, select Run As Administrator. A command window should open

Type the following command and press Enter

sfc /scannow

This should start the system file checker which searches for corrupted system files and replace the same with the correct ones. Once completed, restart the computer




B Another option is testing the system in clean boot environment to eliminate possible problems due to startup programs


Click Windows icon
Type msconfig in the Search box and press Enter
Click on the Startup tab
Click Disable All

Click Apply and Close, restart the system.




C Run audio troubleshooter from the following link



Click FixIt link, click Run when prompted.




D If it does not help, right click on the small speaker icon at the lower right corner of your screen, select Playback devices

If you have more than one device listed under Playback devices, then look for the device which do not have a green tick next to it. Right click on it and select Set as default


Then right click on the device which was previously selected as default, and then set the device as default audio device, click Apply and Ok

Click Ok again

If it fails too, then I do have another suggestion to confirm if the problem is due to corrupt drivers/OS files Or the problem is infact with hardware (audio chip). If you like to to try that, then here are the steps


Create a bootable disc of Ubuntu (another operating system) . We can try to start the system from a Ubuntu disc. It will allow you to run the operating system from the CD, you do not need to install Ubuntu on the hard drive. Download ISO image file for Ubuntu

(download the file named ubuntu-11.10-alternate-i386.iso)

Download the ISO image file and burn it to a CD. Make sure that the image file is properly burned. This guide will show the procedure

Now use this CD to boot the computer. You may need to press F12 during startup to get a boot device selection menu and then select your CD drive and press Enter. Once it starts from the CD select the option "Try Ubuntu". It should now start the operating system from CD without installing it.

Once Ubuntu starts, test sound. If the same problem occur when in Ubuntu then it will confirm that the problem is with hardware.


If the problem do not occur while in Ubuntu, then the problem is with Windows system files/drivers and we need to address that issue.


Please let me know results, I will list additional steps/options..





JustAnswer in the News:

Ask-a-doc Web sites: If you've got a quick question, you can try to get an answer from sites that say they have various specialists on hand to give quick answers... seen a spike since October in legal questions from readers about layoffs, unemployment and severance.
Web sites like
...leave nothing to chance.
Traffic on JustAnswer rose 14 percent...and had nearly 400,000 page views in 30 days...inquiries related to stress, high blood pressure, drinking and heart pain jumped 33 percent.
Tory Johnson, GMA Workplace Contributor, discusses work-from-home jobs, such as JustAnswer in which verified Experts answer people’s questions.
I will tell you that...the things you have to go through to be an Expert are quite rigorous.

What Customers are Saying:

  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
< Previous | Next >
  • My Expert answered my question promptly and he resolved the issue totally. This is a great service. I am so glad I found it I will definitely use the service again if needed. One Happy Customer New York
  • I am very happy with my very fast response. Eric is very knowledgeable in the subject area. Thank you! RP Austin, TX
  • Hi John, Thank you for your expertise and, more important, for your kindness because they make me, almost, look forward to my next computer problem. After the next problem comes, I'll be delighted to correspond again with you. I'm told that I excel at programing. But system administration has never been one of my talents. So it's great to have an expert to rely on when the computer decides to stump me. God bless, Bill Bill M. Schenectady, New York
  • The Expert answered my Mac question and was patient. He answered in a thorough and timely manner, keeping the response on a level that could understand. Thank you! Frank Canada
  • Wonderful service, prompt, efficient, and accurate. Couldn't have asked for more. I cannot thank you enough for your help. Mary C. Freshfield, Liverpool, UK
  • This expert is wonderful. They truly know what they are talking about, and they actually care about you. They really helped put my nerves at ease. Thank you so much!!!! Alex Los Angeles, CA
  • Thank you for all your help. It is nice to know that this service is here for people like myself, who need answers fast and are not sure who to consult. GP Hesperia, CA

Meet The Experts:

  • Andy


    Computer Consultant

    Satisfied Customers:

    11yr exp, Comp Engg, Internet expert, Web developer, SEO
< Last | Next >
  • Andy's Avatar


    Computer Consultant

    Satisfied Customers:

    11yr exp, Comp Engg, Internet expert, Web developer, SEO
  • Engineer John C.'s Avatar

    Engineer John C.

    Computer Science Engineer

    Satisfied Customers:

    Computer Science Engineer with 10 years of experience in Computer Support, and Microsoft, A+ and Cisco certified
  • Ryan H.'s Avatar

    Ryan H.

    Computer Support Specialist

    Satisfied Customers:

    A+ Certified Technician - 10 Years experience working with all types of computer systems.
  • Jane Lefler's Avatar

    Jane Lefler

    Sr Prog Analyst / Technician

    Satisfied Customers:

    Computer Programmer / Technician/ Consultant 16+ years
  • Frederick S.'s Avatar

    Frederick S.

    Computer Specialist

    Satisfied Customers:

    Computer technician and founder of a home PC repair company.
  • lifesaver's Avatar


    Computer Software Engineer

    Satisfied Customers:

    Engineering degree in Computer science,Microsoft Certified Professional.JA computer expert.
  • James K.'s Avatar

    James K.


    Satisfied Customers:

    Technical Director of IT Company

Related Computer Questions