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Compaq Presario CQ5810 Desktop PC support

No Sound from the Speakers or Headphones (Windows 7)

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This document applies to HP and Compaq Desktop PCs with Windows 7.
The steps in this document describe how to troubleshoot and fix the problem when there is no sound coming from the speakers.

Step 1: Using the Microsoft Sound Troubleshooter in Windows 7

To automatically fix many types of sound problems, use the Microsoft Sound Troubleshooter.
Show me how

Watch a video on using the Microsoft Sound Troubleshooter

  1. Click Start , and then click Control Panel.
  2. Under System and Security, click Find and fix problems.
    Figure 1: Opening the troubleshooter
    Opening the troubleshooter
  3. The Troubleshoot computer problems page opens. Under Hardware and Sound, click Troubleshoot audio playback.
    Figure 2: Troubleshooting audio playback
    Troubleshooting audio playback
  4. The Playing audio troubleshooting page displays. Click Next to continue.
    Figure 3: Playing Audio troubleshooter
    Playing Audio troubleshooter
  5. Wait while the troubleshooter checks the computer for problems.
    Figure 4: Checking for audio problems
    Checking for audio problems
  6. Select the audio connection device you want to troubleshoot, such as speakers. Then click Next.
    Figure 5: Selecting a device to troubleshoot
    Selecting a device to troubleshoot
  7. Wait while the troubleshooter detects problems and makes changes.
    Figure 6: Detecting problems
    Detecting problems
  8. When the troubleshooter is done, the Troubleshooting has completed page displays listing any problems found and what changes were made to the computer.
    NOTE:For detailed information about the troubleshooting, click View detailed information.
    Click Close.
    Figure 7: Troubleshooting completed
    Troubleshooting completed

Step 2: Checking volume and mute settings

The volume setting for one or more sound devices might be disabled or set too low. There are several things that can change sound volume: the volume control knob for your speakers or monitor, Windows volume controls, and volume controls in sound software. If any of these volume controls are muted or set too low, the entire sound experience is affected. Use the following steps to adjust volumes to correct levels:

Watch a video on checking the volume and mute settings

  1. If your powered speakers have a volume control knob, set it to halfway.
    Figure 8: Volume control knob for speakers (your speakers might be different)
    Volume control knob for speakers (your speakers might be different)
    If you are using speakers that are built into your monitor, make sure sound is enabled for the monitor and volume is set to halfway. Adjust the sound settings for your monitor by using the buttons on the monitor and/or the on-screen menu. To find more specific information about using and adjusting your monitor speaker settings, see the support documentation that came with your monitor.
    Figure 9: Volume and menu buttons on a monitor (your monitor might be different)
    Volume and menu buttons on a monitor (your monitor might be different)
  2. Click Start , and then click Control Panel.
  3. Click Hardware and Sound. Under Sound, click Adjust system volume. The Volume Mixer window opens.
    Figure 10: Volume Mixer
    Volume Mixer
  4. Make sure the volume is not muted by looking at the square Mute buttons below the volume slider. If the button displays a small red circle, the volume is muted.
    If the volume is muted, click the Mute button to enable sound. The red circle on the speaker icon disappears when sound is no longer muted.
    Sound mutedSound not muted
  5. After verifying that the sound is not muted, drag the volume adjuster up until it is at 75%.
  6. To test, click the volume slider bar. If you hear a ding sound from all speakers, you are finished troubleshooting.
    Figure 11: Testing volume
    Testing volume
    If you still do not hear any sound, set your default speakers and test them.

Step 3: Setting default speakers and testing them in Windows 7

Watch a video on setting and testing the default speakers

  1. If headphones are connected and you are not using them as your main speakers, disconnect the headphones now. Connecting headphones to the computer mutes other speakers.
  2. Click Start , and type Sound into the Search box.
  3. In the search results, click Sound under the Programs list.
  4. Find your connection type. If you have more than one connection type, such as HDMI and Speakers, then choose the connection type you want to use.
    SpeakersIf you are using typical computer speakers or headphones (analog sound devices), make sure Speakers is selected. This is the most common sound setup for a desktop computer environment and includes many types of headphones, desktop speakers, 5.1 and 7.1 sound systems. Many monitors with built-in speakers also support a speaker connection using a separate audio cable connected from the computer to the monitor (not an HDMI connection).
    Digital Output If you want to send all sound from the computer to digital speakers or a stereo digital device, make sure the playback device labeled with Digital Output is selected.
    HDMI If your computer has an HDMI connection and you are trying to use the speakers in a TV or monitor, make sure the playback device labeled with HDMI is selected.
  5. In the Sound window, select your Playback Device and click the Set Default button.
    Figure 12: Selecting the default device (your connection type might be different)
    Selecting Speakers as the default device
  6. With the default Playback Device selected, click the Configure button.
  7. Click your type of speaker setup in Audio channels.
    Figure 13: Speaker Setup window with 5.1 Surround (five speakers and a subwoofer) selected
    Speaker Setup window with 5.1 Surround (five speakers and a subwoofer) selected
  8. Click the Test button to send sound to each speaker, or click an individual speaker to send sound to it.
  9. If sound is heard correctly from each speaker, you are finished.
    If sound is missing from all or one of the speakers, or if the configuration type was changed, continue with speaker setup by clicking Next. Follow the on-screen instructions to complete the speaker setup.
    Play a sound. If sound problems continue, check the speaker connections.

Step 4: Checking speaker connections

Use these steps to make sure you have the speaker cables connected to the correct sound connectors.

Watch a video on checking the speaker connections

  1. From the Windows Sound window, select Speakers, and then click Properties.
    Figure 14: Opening the Speaker Properties
    Opening the Speaker Properties
  2. The Speakers Properties window contains a list of color-coded connectors that corresponds to each pair of speakers. Use this information to determine which connector goes with the speaker pairs that you are using.
    Figure 15: Speakers Properties window for 7:1 Surround setup
    Speakers Properties window
    This example shown in the image is for a 7.1 Surround setup, where:
    • L R (green, Line Out) is for the front left and right speaker pair (the green connector, usually labeled Line out).
    • RL RR (orange) is for the Rear-left and Rear-right speaker pair.
    • C Sub (black) is for the Center or Subwoofer speaker.
    • SL SR (gray), is for Side Left and Side Right speakers
  3. Make sure each speaker cable is connected to its corresponding connector on the back of the computer. The colors shown in the Speakers Properties window match the connector color on the computer.
  4. If you have 5.1 or greater speakers, connect the speaker cables to the speaker hardware (usually on the subwoofer). Then match the speaker cable to the connectors on the computer using the colors shown in the Speakers Property window.
  5. If any speaker cable connection changed, check for sound again using the steps in Set default speakers and test .
    Play a sound. If sound problems continue, check for sound from plugged-in headphones.

Step 5: Checking for sound from headphones

If there is still no sound, check for sound output using headphones.
Headphones and connectors
Two types of headphone connectors are available on HP computers. One supports only sound to the headphones, and the other supports sound to the headphones and the use of a microphone. The connectors are marked with symbols next them.
  • Connectors on the computer marked with a headset only,, support output sound only and work with a standard three-pin headphone or a four-pin headphone, for sound.
    Figure 16: Standard three-pin plug
    Standard three-pin jack
  • Connectors on the computer marked with a headset with a microphone,, support sound and the use of a microphone when used with a headset with a four-pin plug and a microphone.
    Figure 17: Four-pin plug
    Four-pin jack
    To hear sound, either plug may be used with either connector. Using a four-pin plug that is capable of supporting a microphone in a three-pin connector allows sound to be heard, but the microphone does not work because the computer's three-pin connector does not support a microphone.
Show me how
  1. Find and unplug 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 might have a symbol of a speaker or a circle with an arrow pointing out, or it might be labeled as OUT.
  3. Test for sound in Windows. Double-click the volume icon in the taskbar, and then click the volume control slide in the Volume Mixer.
    Figure 18: Testing volume
    Testing volume
    Each time you click the master volume slide bar, you should hear a beep sound through the headphones.
    If you hear sound through the headphones, the sound hardware on the computer is working, and the issue is probably related to the speakers or 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 slider. If sound still does not work correctly after reconnecting the speakers, try replacing the speaker cable (if possible), or speaker fuse and test again.
    If you cannot hear sound through the headphones, make sure that you are connecting the headphones into the correct connector, and try again. 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 19: Computer with 3 rear audio connectors
    1 - Microphone connector or Center/Subwoofer Out
    2 - Front speaker connector (to front powered speakers or headphones)
    3 - Line-in or Rear speaker Out
    Figure 20: Computer 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)
    6 - Line-in

Step 6: Restoring the audio driver in Windows 7

Sound files and settings that become changed can cause sound problems. Restore the audio driver to reset audio settings for the sound hardware and reinitialize the sound configuration in Windows.
NOTE:If the computer was upgraded to Windows Vista before being upgraded to Windows 7, you might not be able to use all the features of an integrated audio device that is compliant with Audio Codex '97 (AC '97) specifications. To resolve this, update the audio driver. See Step 7: Update the audio driver .
Use the driver recovery process to restore audio drivers for the original sound hardware using the following steps:
  1. Click Start , All Programs, Recovery Manager, and then click Recovery Manager again.
    Figure 21: Recovery Manager
    Image of Recovery Manager
  2. Click Hardware Driver Reinstallation.
  3. On the Hardware Driver Reinstallation welcome screen, click Next.
  4. Select the audio driver to reinstall, and then click Next.
    Figure 22: Select the driver to reinstall
    Image of Hardware Driver Reinstallation window
    NOTE: If the driver you want to reinstall is not listed, select The driver is not in the list, and then click Next. Helpful information will advise you how to install drivers using the Windows Device Manager. Follow the onscreen instructions.
  5. The Recovery Manager begins reinstalling the chosen driver. After the driver installation is complete, click Finish to restart the computer.
  6. After restarting the computer, test for sound. If there is still no sound, continue to Step 7: Update the audio driver .
If you are unable to reinstall the driver using Recovery Manager, roll back to the previously installed driver through Control Panel:
  1. Click Start , and enter Device Manager into the Search field. Click Device Manager.
    Figure 23: Opening Device Manager
    Opening Device Manager through search
  2. Double-click Sound, video and game controllers.
  3. Right-click the name of the audio device and select Properties.\
    Figure 24: Device Manager audio device properties
    Image of Device Manager, audio device properties
  4. Click the Driver tab.
  5. Click Roll Back Driver.
  6. Click Yes to roll back to the previous driver.
  7. Test for sound.
If there is still no sound, update the audio driver.

Step 7: Updating the audio driver

An updated audio driver might resolve the problem if the computer is experiencing sound problems after upgrading the operating system to Windows 7, or the computer is experiencing sound problems in a particular software program.
Click the following heading or the accompanying plus (+) sign to expand the information.
  1. If you are presented with a page to enter your model number, enter your 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 on to update the audio driver using Device Manager.
Update the audio driver using Device Manager as follows:
  1. Connect to the Internet.
  2. Click Start , and type device manager into the Start Search field. Then click Device Manager in the Programs list.
    Device Manager opens.
  3. Double-click Sound, video and game controllers.
    Figure 25: Sound device in Device Manager
    Sound device in Device Manager
  4. Right-click the name of the audio device listed under Sound, video and game controllers.
  5. Select Update Driver Software.
    Figure 26: Update Driver Software selection in Device Manager
    Update Driver Software selection in Device Manager
  6. Click Search automatically for updated driver software.
    Figure 27: How do you want to search for driver software
    How do you want to search for driver software
  7. Windows checks for and installs any updated drivers found. The Window displays whether the computer already has the latest available driver or if Windows was able to successfully update the audio driver.
    Figure 28: Windows has successfully updated your driver software
    Windows has successfully updated your driver software
  8. If a window opens that asks you to restart the computer, restart the computer.
  9. If you cannot find a driver from HP, 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:
  10. Test for sound. If sound problems persist or no drivers could be found and installed, check Device Manager.

Step 8: Checking Device Manager in Windows 7

If you cannot hear sound, check Device Manager to determine the state of the sound hardware.
  1. Click Start , and type device manager into the Start Search field.
    The Device Manager window opens.
  2. Double-click Sound, video and game controllers.
  3. Do the following, depending on what displays:
    • If a sound device is not listed and the computer uses a sound card, reseat the sound card into the motherboard slot. Go to the next step if problems continue.
    • If a sound device is not listed and the computer uses on-board sound, the sound hardware might need to be enabled in the BIOS. Go to the next step to check the sound setting in the BIOS and match the setting to the hardware configuration of your computer.
    • If a sound device is listed with a down arrow, the device is disabled. Right-click the sound device name and select Enable to re-enable the device. Go to the next step if problems continue after enabling the device.
      Figure 29: Enabling a disabled sound device
      Enabling a disabled sound device
    • If a sound device is listed, right-click the device name and select Properties to view more helpful troubleshooting information in the Device Status window. If Device Status shows that the device is working correctly, the problem is probably related to sound settings, the speakers, or the cables.

Step 9: Configuring on-board sound in the BIOS

Some computers come with sound on the motherboard (on-board audio), some come with a sound card, and some come with both on-board sound (disabled) and a sound card.
The on-board audio setting in the BIOS must be set to match your particular audio hardware configuration. Perform one of the following sets of steps depending on whether you want to reset the BIOS to its factory defaults or only adjust the on-board sound setting:
Click the following heading or the accompanying plus (+) sign to expand the information.
This step resets the On-board Audio setting to Automatic for most HP and Compaq desktop computers. If you want to keep your current BIOS configuration, or if resetting the BIOS to the default setting does not help, continue to the following section: Change the on-board sound setting in the BIOS.
  1. To enter the BIOS, turn on the computer and press the F10 key repeatedly until a BIOS Setup screen opens.
  2. In the BIOS Setup screen, press the F5 key.
  3. Select Yes or OK by pressing the Enter key.
    Press the F10 key. Select Yes or OK to save the defaults by pressing the Enter key.
  4. Start the computer and check for sound. If there is still no sound, change the on-board sound settings 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. Examine 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, the computer has On-board Audio. The On-board Audio setting in the BIOS should be Enabled.
      Figure 30: On-board Audio configuration
      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 31: Soundcard configuration
      Sound card 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 begin pressing the F10 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 might be one of the following:
    • Onboard Audio
    • Onboard Audio Options
    • I/O Device Configuration
    • On-board Sound
    • Audio
    • Audio Codec
    Figure 32: Example of Onboard Audio menu
    Example of Onboard Audio menu
  5. Select either Enabled or Disabled depending on the computer configuration, and press Enter.
    Figure 33: Onboard Audio Enabled
    Onboard Audio Enabled
  6. Press F10 and then press Enter to save and exit.
    Windows opens.
  7. Check for sound.
    • If you can hear sound, you are finished.
    • If there is still no sound, shut down the computer and continue using these instructions.
  8. After the computer shuts, unplug the computer power cable and press the power button for 20 seconds. This removes all of the power from the computer.
  9. Plug the power cable in and turn on the computer.
  10. To enter the BIOS, turn on the computer and when the first logo screen displays, press the F10 key repeatedly until a BIOS Setup screen opens.
  11. Press F5, select Yes, and then press F10 to save the default BIOS settings.
  12. Wait for Windows to open and then play a sound. If sound problems persist, inspect the speaker hardware.

Step 10: Inspecting speaker hardware (power, speakers, and fuses)

Check the speakers 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 have a backup fuse.
  1. Turn off power to the subwoofer and unplug power to the speakers.
  2. Remove the fuse cover and then the fuse, and look through the glass cylinder. If the wire inside is separated, has dark spots, or burn marks, replace the fuse. If the fuse looks good, swap the fuse anyway and keep the older fuse as a spare.
  3. Buy a new fuse. It is a good idea to take the old fuse to the electronics store when purchasing the new fuse. This way, the old fuse can be used to make sure it matches the new fuse purchased 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 the speakers and to prevent fuses from blowing in the future, keep the following items in mind when using the computer:
  • Turn off the speaker volume control before applying power to the speakers.
  • 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 is harder on the speakers. Poor sound quality occurs when lower sound levels are raised to a peak level. Lots of sound occurring at one peak level stresses the speakers.
Play a sound. If sound problems continue, test the sound hardware using HP Support Assistant. For more information, see Testing Hardware Using HP Support Assistant and Vision Diagnostics (Windows 7) .

Step 11: Using the correct headphones

The correct headphones must be used to get sound from the computer.
Compaq Presario CQ5810 Desktop PC

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