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Compaq Presario CQ5810 Desktop PC support

No sound (Windows 98, ME, and XP)

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This document applies to HP and Compaq desktop computers with Windows 98, Me, and XP.
The steps in this document fix no sound coming from the speakers.

Step 1: Checking volume and mute settings

The volume setting for one or more sound devices might be disabled or set too low. Use the following steps to adjust volume and check mute settings:
Show me how
  1. If you have powered speakers, be sure that they have power and are turned on.
  2. If there is a volume control knob for the speakers, set it to halfway.
    Figure 1: Example of a volume control knob for speakers (your speakers may appear different)
  3. If you are using speakers built into a monitor, turn up the volume to halfway. Adjust the sound settings for your monitor by using the buttons on the monitor and/or the onscreen menu. To find more specific information about using and adjusting your monitor speaker settings, please refer the support documentation that came with your monitor.
    Figure 2: Example of volume and menu buttons on a monitor (You monitor may appear different)
  4. On the computer, double-click the volume icon in the Windows taskbar (located near the clock) .
    NOTE:If the volume icon is missing from the taskbar, click Start , Run , and enter the following into the Open field: expand c:\i386\sndvol32.ex_ c:\windows\system32\sndvol32.exe Restart the computer after you have entered the text and watch a movie or listen to music to test for sound.
  5. Remove all check marks from Mute boxes at the bottom of the Master Volume window and adjust the volume setting slide bars to a high position.
    Figure 3: Master Volume or Volume Control window
  6. Each time you click and release the Master Volume or Volume Control slide bar, a beep sound should come from the speakers.
    • If you can hear the sound caused by clicking the master volume slide bar, the problem should be resolved. If you are experiencing sound problems only with a specific software application, refer to the software manufacturer's Web site for known issues or go to the next step.
    • If there is still no sound when you click the Master Volume or Volume Control slide bar, go to the next step.

Step 2: Verifying connections

Use the following steps to verify that the sound cables are properly connected from the speakers to the computer.
Show me how
NOTE:Some monitors contain built-in speakers. Your speaker may be part of your monitor.
  1. Find and unplug any or all audio cables from the back of the computer.
  2. Plug headphones directly into the speaker out connector on the back of the computer. The speaker out connector may have a symbol of a speaker or a circle with an arrow pointing out, or it may be labeled as "OUT".
  3. Test for sound in Windows by double-clicking the volume icon in the taskbar and then clicking the volume control slide in the master volume section. Each time you click and release the master volume slide bar, a beep sound should be heard through the headphones.
    If sound can be heard through the headphones, the sound hardware on the computer is working and the issue is most likely related to the speakers or the speaker cables. Disconnect the headphones and reconnect the speakers. When done, test again for sound using the same steps as above with the volume control slides. If sound still cannot be heard after reconnecting the speakers, try replacing the speaker cable (if possible) or speaker fuse .
    If sound cannot be heard through the headphones, ensure that you are connecting the headphones into the correct connector and try again. Refer to the following graphic examples for assistance. If there is still no sound, continue to the next step when you are sure the headphones are connected to the correct audio connector on the back of the computer.
    Figure 4: Example of computers with 3 rear audio connectors
    1 - Microphone connector
    2 - Line-out connector (to front powered speakers or headphones - use this to connect headphones)
    3 - Line-in connector
    NOTE:On some computers the microphone connector on the computer can be configured as the Center/Subwoofer-out and the Line-in connector can be configured as the Rear Speaker-out by using the Sound Manager software.
    Figure 5: Example of computers with 6 rear audio connectors
    1 - Side speaker out
    2 - Rear speaker out
    3 - Center and subwoofer out
    4 - Microphone
    5 - Line-out (to front powered speakers or headphones - use this to connect headphones)
    6 - Line-in

Step 3: Enabling Windows Audio Service in Windows XP

If your computer does not have Windows XP, skip this step.
If you are experiencing no audio, the Windows Audio Service may have been disabled or set to manual. You may also see the messages No Audio Device or There are no active mixer devices available . To fix these messages, enable the Windows Audio Service by following these steps:
Show me how
  1. Click Start , Run , and enter services.msc into the Open field.
    A services window opens.
  2. Scroll down the list of services and find Windows Audio.
  3. Right-click Windows Audio and select Properties .
    Figure 6: Windows Audio Properties selection
  4. Select Automatic (if available) from the Startup type dropdown list, and click Start (if available) to start the audio service. If the Start button is grayed out, the Service is already started.
    Figure 7: Startup type and Service status
  5. Click OK and test for sound.
    If sound is now restored, a software program may have disabled Windows Audio or is preventing Windows Audio from automatically starting when Windows opens. If your computer continues to experience no sound after restarting the computer, repeat these steps to re-enable the Windows Audio Service.
Continue to the next step if you still cannot hear sound after enabling Windows Audio.

Step 4: Restoring the original audio driver

If you changed Windows to a different version, such as from Vista to XP, skip this step.
Use the HP or Compaq driver recovery process to restore the audio driver. You can find the software program in the start menu under either HP Tools , HP Help & tools , or Compaq , Compaq Tools . For more information, refer to Using Application Recovery (Windows 9x, Me, and XP) .
Restart the computer after restoring the audio driver software and test for sound. If there is still no sound, continue to the next Step.

Step 5: Updating the audio driver

If the computer is experiencing sound problems, especially after changing to a different version of Windows, an updated audio driver may resolve the problem. Find and install audio software for your HP or Compaq computer. After you have successfully installed the audio driver update, test for sound. If the computer still experiences sound problems, continue to Step 7.
  1. If you are presented with a page to enter your model number, enter you model number. For example, Pavilion p6230f or Presario CQ5210IT.
  2. Select the version of Windows the computer is using.
  3. Click the Driver - Audio link.
  4. If an update is available from HP, follow the instructions on the download page to download the driver and install it.
  5. Test for sound after installing the software.
  6. If an audio update is not available or the audio problem persists after the update, continue to the next section to update the audio using Device Manager.
    NOTE:If a UAA error occurs while attempting to update an audio driver in Windows XP, download and install Microsoft QFE Update (KB835221) to Support UAA Bus Driver (in English). Install the UAA Bus driver first, restart the computer, and then install the updated audio driver.
  7. Download and install an updated audio driver package from the audio technology provider.
    Your computer probably uses Realtek Audio Codec or Creative Audigy software. Download and install audio drivers from one of the following sites:
  8. If a driver still cannot be found or installed, use the following steps to find the name of your sound hardware and its driver:
    CAUTION:These steps involve installing software that might not have been tested by HP. Downloading and installing software from other Web sites may resolve the problem but there is also a risk that it may not work correctly with your HP designed system.
    1. Click Start , Run , and enter msinfo32 into the Open field.
    2. Click the plus sign next to Components .
    3. Select Sound Device and write the name of the sound device and the name of the manufacturer on paper.
      Figure 8: System Information: Sound Device Name
    4. Open your Internet browser software (Internet Explorer, Netscape, Firefox, or similar) and browse to your favorite search site.
    5. Search the Internet using the terms "sound", "driver", and key words from the name of the sound device, and the name of the manufacturer.
      For example, searching the Internet for a Creative Audigy sound device using the words "sound", "driver", "creative", and "audigy" may bring up a "Customer Support: Downloads" page where the latest software for Creative's sound devices can be downloaded and installed.
    6. Find the Web pages you need from the list of search results that correspond to the manufacturer of the sound device.
    7. Install the updated sound driver per the manufacturer's instructions and test for sound.
      If the sound problem still exists or you cannot install an updated sound driver, continue to the next step.

Step 6: Configuring On-board Audio in the BIOS

Your computers may have sound hardware built into the motherboard (on-board audio), it may have a sound card, or it may have both.
The on-board audio setting in the BIOS must match the audio hardware configuration used by your computer. Perform one of the following sets of steps depending on whether you want to reset the BIOS to its factory default settings or only adjust the on-board sound setting:
Step 6a: Reset the BIOS
This step resets the On-board Audio setting to Automatic for most HP and Compaq desktop computers. If you would like to keep your current BIOS configuration, or if resetting the BIOS to the default setting does not help, continue to Step 6b: Change the on-board sound setting in the BIOS .
  1. To enter the BIOS, turn on the computer and press the F1 key repeatedly until a BIOS Setup screen opens.
    NOTE:On certain Compaq Presario computers (prior to 2002) press the F10 key instead of F1.
  2. In the BIOS Setup screen, press the F5 key.
  3. Select Yes or OK (press the Enter key).
    Press the F10 key. Select Yes or OK to save the default settings (press the Enter key).
  4. Start Windows and check for sound. If there is still no sound, go to the next step.
Step 6b: Change the on-board sound setting in the BIOS
Use this step to make sure the On-board Audio setting in the BIOS matches the setting required by your sound hardware configuration.
  1. Look at the back of the computer and use one of the following three configuration examples to help you determine your sound configuration and the required BIOS sound setting. Read all three items before making your choice.
    • Configuration A (On-board Audio): If the sound connectors for the speakers and microphones are located next to the parallel, serial, or USB ports, then the computer has On-board Audio. The On-board Audio setting in the BIOS should be Enabled.
      Figure 9: On-board Audio configuration
    • Configuration B (Soundcard): If the sound connectors for the speakers and microphone are located away from the parallel, serial, or USB ports, the computer has a soundcard. If the BIOS has an On-board Audio setting available, the On-board Audio setting in the BIOS should be Disabled . If the BIOS does not have an On-board Audio setting, you do not need to change a BIOS setting, skip to Step 8: Removing sound drivers in Safe Mode.
      Figure 10: Soundcard configuration
    • Configuration C: If the computer has sound connectors in both locations the on-board sound setting in the BIOS should be Disabled .
  2. To enter the BIOS, turn on the computer and press the F1 key repeatedly until a BIOS Setup screen opens.
  3. Use the Left and Right Arrow keys to select the Advanced tab.
  4. Find and select the advanced menu items that correspond to audio. This may be one of the following:
    • On-board Audio
    • On-board Audio Options
    • I/O Device Configuration
    • On-Board Sound
    • Audio
    • Audio Codec
    Figure 11: Example of On-board Audio menu
  5. Select either Enabled or Disabled depending on your configuration and press Enter .
    Figure 12: Example: On-board Audio Enabled
  6. Press the F10 key and then press Enter to save and exit.
    Windows opens.
  7. Check for sound.
    • If you can hear sound, you are done.
    • If there is still no sound, shut down the computer and continue using these instructions.
  8. Once the computer is completely shut down, unplug the computer power cable and then press the computer power button for 20 seconds.
  9. Plug the power cable back in.
  10. To enter the BIOS, turn on the computer and press the F1 key repeatedly until a BIOS Setup screen opens.
  11. Press the F5 key, select Yes .
  12. Press the F10 key and then press Enter to save and exit.
    Windows opens.
  13. Check for sound. If there is still no sound, go to the next step.

Step 7: Removing sound drivers in Safe Mode

  1. Turn on the computer and press the F8 key repeatedly until a menu appears.
  2. Select Safe Mode and press Enter .
  3. In Windows XP, click Start , and right-click My Computer .
    In Windows 98 and Me, right-click the My Computer icon on the Windows desktop.
  4. Click Properties from the list that appears.
  5. In Windows XP, click the Hardware tab, then the Device Manager button.
    In Windows 98 and Me, click the Device Manager tab.
  6. Click the plus sign (+ ) next to Sound, video and game controllers .
    Figure 13: Sound reference in Device Manager
  7. Right-click a sound device name to be removed from the list. Do not remove Audio Codecs, Video Codecs, or Legacy Audio Drivers. .
  8. Select Uninstall or Remove .
  9. Continue removing sound devices until all are removed except Audio Codecs, Video Codecs, or Legacy Audio Drivers.
    NOTE: If the audio device is a combination sound-modem card (named Riptide or Conexant Combo in the list), remove items with Riptide or Conexant under the Modem section.
  10. Click OK .
  11. Close all programs, restart the computer, and go to the next Step.

Step 8: Reinstalling the sound drivers

  1. Windows should find new sound hardware. If Windows does not find any new hardware, refer to: Restoring Original Drivers and Software to reinstall the original drivers.
  2. If a window appears stating that it needs help finding a particular file, browse and select the file using each of the following path names until the file is found:
    • C:\Windows\inf
    • C:\Windows\options\cabs
    • C:\Windows\system
    • C:\Windows\system32
    • C:\Windows\I386
  3. Click Continue Anyway on any Digital Signature Verification windows that appears.
  4. Restart the computer and test for sound. If no sound is heard, remove and seat the sound card into a different slot. See Replacing or Adding a Sound Card for assistance.

Step 9: Inspecting speakers and fuses

If you have powered speakers, check to see if the power cord is connected and that the speakers are receiving power.
Many powered speakers, especially speaker systems with subwoofers, have fuses. If there is no sound coming from the speaker, not even a humming noise, remove and replace the fuse. Even if you do not think that the fuse has blown, it is a good idea to swap the fuse to make sure. If the fuse is still good, you will have a backup fuse in case one blows.
  1. Turn off the power to the subwoofer and unplug the power to the speakers.
  2. Remove the fuse cover and then the fuse and look through the glass cylinder. If you see a wire inside that has been separated, dark spots, or burn marks, the fuse has blown and needs to be replaced. If the fuse looks good, swap the fuse anyway and keep the old one as a spare.
  3. It is a good idea to take the old fuse to the electronics store when purchasing the new fuse. This way, you can use the old fuse to make sure it matches the new fuse at the store.
  4. Install the new fuse, replace the fuse cap, apply power, turn the speakers on, and test for sound.
To prevent damage to your speakers and to prevent fuses from blowing in the future, keep the following items in mind when using your computer:
  • Turn the speaker volume control off before applying power to the speakers.
  • Just like a high-quality home stereo system, it is not good to raise the volume more than half the range of the control knob. Doing so, reduces the quality of the sound and makes it much harder on the speakers. This happens because lower sound levels become raised to a peak level. Too much sound at one peak level stresses the speakers and causes sounds to overlap.
NOTE:If the steps in this document failed to resolve your issue, the sound card may have failed. If your computer was purchased after 2001, it probably contains a software program called PC-Doctor. Use PC-Doctor to help verify sound card failures before calling support or repairing the computer. Use the HP support document " Using PC-Doctor to Verify Hardware Problems " to learn more about testing for sound card failures. If you receive an error code after running a test, you need to Contact HP (in English) for further assistance. Write the error code number down so that you can provide it to a support agent.