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I lose sound and mic after updates in my UHD 620

emerAR
Beginner
1,205 Views

Hi,

I have an hp spectre x360 13-ae0xx. With tha latest updates I'm losing the sound.

I found out that the sound is integrated with graphic card, so it's seems complicated I don't know what else to do.

The only way I have to return the sound is reset Windows.

I tried updating everything, using old drivers, but the problem persists.

 

PROCESADOR

Intel® Core™ i7-8550U CPU @ 1.80GHz

GRÁFICOS

Intel® UHD Graphics 620

 
SONIDO

Realtek High Definition Audio(SST)

  • Detalles del controlador
  • Proveedor (Provider)Realtek Semiconductor Corp.
  • Nombre (Name)RTKVHD64.sys
  • Versión (Version)6.0.8940.1
  • Fecha (Date)22/04/2020
  • Detalles del dispositivo
  • ID de dispositivo (Device Id)INTELAUDIO\FUNC_01&VEN_10EC&DEV_0295&SUBSYS_103C83B9&REV_1000\4&292CEF56&0&0001

Sonido Intel® para pantallas

  • Detalles del controlador
  • Proveedor (Provider)Intel® Corporation
  • Nombre (Name)IntcDAud.sys
  • Versión (Version)10.27.0.8
  • Fecha (Date)21/01/2020
  • Detalles del dispositivo
  • ID de dispositivo (Device Id)INTELAUDIO\FUNC_01&VEN_8086&DEV_280B&SUBSYS_80860101&REV_1000\4&292CEF56&0&0201
REDES Y E/S

Intel® Dual Band Wireless-AC 8265

 

Bluetooth Device (Personal Area Network)

Intel® Wireless Bluetooth®

 
MEMORIA

8 GB

ALMACENAMIENTO

SAMSUNG MZVLW256HEHP-000H1

0 Kudos
4 Replies
Sebastian_M_Intel
Moderator
1,182 Views

Hello emerAR, 

 

Thank you for posting on the Intel® communities.   

 

In order to better assist you, please provide the following: 

 

1. Run the Intel® System Support Utility (Intel® SSU) and attach the report generated:  

  • Open the application, check the "Everything" box, and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View".   
  • Click on the menu where it says "Summary" to change to "Detailed View".   
  • To save your scan, click on "Next", then "Save".   
  • Use the option under the reply window to attach the report to the thread (Drag and drop here or browse files to attach).  

 

2. What is the update that causses your sound to fail? Is it Windows or driver update? Please explain and provide the specific update version. 

3. Do you have any error code in the Device Manager? If yes, can you please provide the error message?  

4. If you connect an external monitor, do you get audio through that external display?  

 

Regards, 

 

Sebastian M  

Intel Customer Support Technician  


Sebastian_M_Intel
Moderator
1,168 Views

Hello emerAR,  

 

Were you able to check the previous post and get the information requested? Please let me know if you need more assistance.   

 

Regards,  

  

Sebastian M  

Intel Customer Support Technician  


emerAR
Beginner
1,152 Views

Hi Sebastian,

After a lot of Windows resets and trying different combination of things, the sound is working.

1) I attached the log.

2) This is not clear and is very troublesome , but stop working since June.

3) I don't have any error and Windows doesn't find any trouble.

4) The sound works with external speakers.

May I put this on hold since now my computer is working fine.

Sebastian_M_Intel
Moderator
1,138 Views

Hello emerAR,  

 

Thank you for the update.


I am glad to hear that your system is working fine, thank you again for sharing the outcome with the community.


Based on that, we will proceed to close this inquiry, if you get to need further assistance; please open a new thread and we will gladly assist you.


Please keep in mind that this thread will no longer be monitored.

 

Regards,  

  

Sebastian M 

Intel Customer Support Technician  


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