No sound from Laptop

Hi there guys,
My brother bought a laptop of model "HP beats envy 14" (from the USA) and it is supposed to have "beats by dr.dre" audio but instead of that, the laptop gives no sound at all.
He called the customer care in Saudi Arabia (as he travelled back) and they gave him some instructions to re-install the drivers but no hope.
Now I don't know what to do as it is really hard to go back to the US in the meantime and by the time we will be there (in the summer), the warranty will be over.
Any help guys?
Thanks in advance

 

Greetings, sallam94, and welcome to Major Geeks...

We need some more info from you: what's the exact make and model # of your machine, and what operating system version and Service Pack # are you using?

Also, please download and run Speccy, a free system information tool.

When the scan completes, click 'File', 'Save as Text file', name the report, and save to an easily found location, such as your Desktop.

Be advised: the report will display your IP Address and Windows Product Key. You may delete this information if you so wish.

Then attach that file to your next post per these instructions: HOW TO: Attach Items To Your Post.

**********

Couple of quickies: have you tried headphones and/or a set of USB speakers? Is there a volume indicator in your Taskbar, and if so, is it clear or crossed out? In Device Manager are there any warning flags?

 

Thanks for the nice welcome
I will ask my brother for further details about the make and model no. cuz all I know is that it is an HP beats envy 14 (i5 as a processor),
Operating system: Windows 7 64-bit

Will do as said and will attach it ASAP.

USB speakers are currently working and there is a volume indicator in the taskbar with no crosses.
Will ask about the warning flags and come back to u.

Help appreciated.

Right, it is running win 7.
But these sites didn't help me, they assume that the sound works after unplugging usb speakers.
The fact is that, other than USB speakers or USB headphones, there is no sound.

 

I have attached the Speccy report.
Thanks for ur cooperation Caliban

 

And I forgot to mention that when he was in Saudi Arabia, he called the HP support centre (or customer care, dont know which) and they told him to do a system restore, that's why it says windows was installed in June, but he bought the laptop in March 2011.
Hope this wont be considered as a BUMP and if so, I would like the admin to edit it into the previous post.

EDIT:
I found on the HP site that updating the BIOS can solve the issue. Is that possible?

 

Hi my friend , there isn't motherboard model in your report , download this

http://majorgeeks.com/download4181.html

from the left side opting for

Summary ( you have to wait 30 seconds until report is generated )

from menu opting for

Report - Report Wizard - Plain text - opting for desktop as report's destination - save it , follow it to attach your report

http://forums.majorgeeks.com/showthread.php?t=86880


try it !! :wave

 

The fact that the USB speakers are working seems to indicate that there may be nothing wrong with the audio sub-system.

I'm not familiar with this model - is there any sort of physical volume control or speaker on/off switch located on the keyboard? Is there any kind of control panel within Windows that may have a setting that may be preventing the speakers from working?

Your report is also showing various pointers towards software that I imagine could cause audio-related problems: Bluetooth (especially headphone-related), Skype, iTunes, etc. You might try a clean boot, or at least disabling all startups, and then seeing if you get a change in symptoms. If so, you can then selectively re-enable the services/startups and try to find a culprit.

 

Will do so, but it will be late today cuz I will be really busy.
Thanks for ur help.

Will try that too and tell u the result.

 

I have attached the report from Everest here.
Still it has no info about the motherboard.
Will wait for ur reply.
http://forums.majorgeeks.com/images/smilies/wave.gif

 

At the bottom of the laptop there is a sticker which there is the laptop's model , serial number and product number

http://www.fixitfastcellular.com/images/HP_Model_Number.jpg

we need these information , follow this

Start - Run type this mmc devmgmt.msc - Ok

telling us about yellow mark !! :wave

 

There are no stickers at the bottom of the laptop.

No yellow marks at all:drool

 

but my brother gave me these:
product name: HP ENVY 14 Notebook PC
Serial Number: CNU10714VV
Product Number: XZ211UA#ABA

 

Hi mate , like Caliban's thinking , you must disable all programme from Windows boot

Firstly

Go to Start - Run msconfig - Startup tab - disable boxes except for antivirus - push Apply - Ok - Windows ask you about restart - go for it

Secondly

Start - run services.msc navigating to Windows Audio even Windows Audio Endpoint Builder to see if is enable or not , even Plug and Play ( take a sharp eye to the below pictures )

try these steps !! :wave

 

I have tried disabling startups but still there is no sound.
But I will try services and tell u what happened

 

Tried those and found them set to automatic.
http://img163.imageshack.us/img163/6049/printscreent.jpg
:wave
Is it ok if I make a small partition about 30GB and install new win7 on it?
Will this fix it?

 

Thanks for trying to help me out guys, I will take it to the Hp Company in Cairo, Egypt.
Hope they could fix it.

 

Hi, sallam94...

I hate that you can't get sound. If you're up to trying something, here's one last shot:

Try booting to a Linux distro (Mint, Puppy and Ubuntu are all nice and easy). Download the .iso file, and burn that file as an image to a CD/DVD (ImgBurn and InfraRecorder are good free .iso burning programs if you don't already have one).

A quick tutorial for the image burning process using ImgBurn is located here.

Then boot to that disk, and run the OS as a live environment (in other words, don't install it - just run it from the optical drive).

If you then have sound from your internal speakers, then it will be obvious that Windows or some 3rd-party drivers or programs are causing your problems, and we can proceed accordingly.

 

have you check on the Control panel ->sound-> property-> levels to see if the speakers is set to minimum?

 

Great idea, I will try it as soon as the download finishes and will tell u what happened.

It is set to max.

 

There is a small disc stuck inside the tray.
I will try tomorrow to boot ubuntu from USB.