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Andy
Andy, Computer Consultant
Category: Computer
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Experience:  11yr exp, Comp Engg, Internet expert, Web developer, SEO
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There is something wrong with my audio setting;I can hear

Customer Question

there is something wrong with my audio setting;I can hear the person I am talking to but they cant hear me. help
JA: What kind of computer do you have?
Customer: HP
JA: Have you installed any updates recently?
Customer: no
JA: Anything else you want the computer expert to know before I connect you?
Customer: no; just that
Submitted: 2 months ago.
Category: Computer
Expert:  Byron replied 2 months ago.

Hi. My name is***** you for your question and the opportunity to assist.

Can you please open Skype and sign in.

At the top of the Skype windows click Tools>>Options

In the Options window, click Audio Settings

and tell me what is the entry to the right of Microphone?

Customer: replied 2 months ago.
Microphone Array (Realtek High definition)
Expert:  Byron replied 2 months ago.

Thank you. Just to the right of Microphone Array (Realtek High definition)

you should see a little downward-pointing arrowhead.

Can you click on that and change the selection?

Customer: replied 2 months ago.
no
There is only one option
Customer: replied 2 months ago.
come on!!!
Expert:  Byron replied 2 months ago.

Thanks. Can you tell me which version of Windows you are using?

Customer: replied 2 months ago.
not more money; forget it!!!
Expert:  Byron replied 2 months ago.

Disregard the pop ups. They're automated. I don't send them and I can't stop them either.

What version of Windows are you using?

Customer: replied 2 months ago.
HP
Expert:  Byron replied 2 months ago.

Windows 7, 8 or 10?

Customer: replied 2 months ago.
ok, that's good
Expert:  Byron replied 2 months ago.

Windows 7, 8 or 10?

Customer: replied 2 months ago.
what next?
Expert:  Byron replied 2 months ago.

I need to know your version of Windows.

Windows 7, 8 or 10?

Customer: replied 2 months ago.
10
Expert:  Byron replied 2 months ago.

Thank you. Click the start menu button and open Settings (or click the gear icon)

In the Find a Setting box type: troubleshooting

and open the search result.

In the upper left of the window click View All

Run the Recording Audio

troubleshooter.

Customer: replied 2 months ago.
I have trouble shooted but I think I have the wrong HP version. How do I find out the correct version
Expert:  Byron replied 2 months ago.

Wrong HP version of what? Did you install something on the computer related to audio.

Customer: replied 2 months ago.
no, you asked what version I had I said 10, thinking this was the lastest one. How do I find out what version this is.
Expert:  Byron replied 2 months ago.

On your keyboard hold down the Windows logo key (just to the left of the spacebar) and press R

The Run box will open.

In the text area tyep: winver

and click OK and it will tell you.

Customer: replied 2 months ago.
Ahhh Yes Windows 10. I was right.
Expert:  Byron replied 2 months ago.

Right-click the speaker icon in the lower right corner of the screen and select

Recording Devices.

What items are listed in the window?

Customer: replied 2 months ago.
ok, when I click on Recording Audio, it brings up 2 options> one says mic at the front and the other says Microphone Array (realtek high definition)
Customer: replied 2 months ago.
which one
Expert:  Byron replied 2 months ago.

Does Microphone Array have a green checkmark on it?

Customer: replied 2 months ago.
no the Mic in front has the tick
Expert:  Byron replied 2 months ago.

You want the Microphone Array to be the default.

Does it also say the Array is Disabled?

Customer: replied 2 months ago.
it say plug in Microphone or head set, this does not appear to be plugged in
Expert:  Byron replied 2 months ago.

What kind of computer is this? Does it have a built-in webcam?

Customer: replied 2 months ago.
I only bought it 2 months ago, and it was the latest one and yes it has a built in web cam
Expert:  Byron replied 2 months ago.

Thanks. Can you tell me the model number please?

Customer: replied 2 months ago.
13-u027TU
Expert:  Byron replied 2 months ago.

Thanks. Was the microphone working before but not after a Windows update?

Customer: replied 2 months ago.
Expert:  Byron replied 2 months ago.

Right-click on the start menu button and select Run.

In the Run box type: rstrui and click OK.

System Restore will open. Click Next.

Put a checkmark in the Show More Restore Points box if you see it.

From the list of restore dates select the latest date the microphone was working

and click Next. Click Finish and start the restore.

This will restore your system files to the date the microphone was working

and will not affect your personal files.

Customer: replied 2 months ago.
cant get past the third step Restore System files and settings. It say no restore points have ben created.
Expert:  Byron replied 2 months ago.

Oh, that's not what I expected.

Go here: http://support.hp.com/au-en/drivers/selfservice/HP-Pavilion-13-x360-Convertible-PC-series/10862149/model/11612873

Expand Audio Drivers. You'll see two listed. Download and install the newest one - Sep 6, 2016

and see if that gets the mic working again.

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