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When headphones are plugged in and there is no sound, or devices will not connect to laptop through USB ports.
Ensure that all devices connected through the Audio or USB ports are placed in the correct spot. If they are not, find the proper port for your device and insert the device again. Make sure any external device plugged into the laptop are fully inserted into the laptop.
If your laptop ports are not working, it may be a simple, one-time malfunction. Simply restart the laptop and insert your Audio or USB devices again.
If your Audio or USB devices are properly inserted, but still do not work, try using a different Audio or USB cable. If this fixes the problem, then the Audio or USB cables used on the first try are faulty. Consider purchasing new cables.
Devices using a USB adaptor or port to connect to your laptop may have external software that needs to be installed before use. If your USB connected device does not work, the software installation may have been incomplete. First, remove the USB connected device from your laptop. Then, search for “Device Manager” in the Windows search menu or start page. Find and right-click the device named “Unknown Device”, and then click “Uninstall”. Next, an uninstall window will open and give you the option to delete the software from the USB connected device. Allow the removal of the software and click “Ok”. After the software is uninstalled, restart your laptop and reconnect the USB device. Follow the instructions provided for the device to fully install it again.
If the Audio or USB ports fail to respond to any attempted solution or have become dislodged from improper use or faulty external adaptors, try purchasing a new USB board and following this replacement guide.
Laptop lags, glitches, or fails to load documents or web pages quickly.
Too many programs and tasks can overwhelm your software. Try restarting the computer by clicking “Windows” - “Power” - “Restart”, then only re-open programs that you need to use.
A full or nearly full hard drive will cause a significant reduction in computer processing speeds. To regain hard drive space, delete unused files, send files to cloud based storage areas, or physically upgrade your hard drive.
Old software can cause issues when interacting with newer applications, drivers, and plugins. Update your software by clicking “Windows” - “Settings” - “Update and Security” - “Check for Updates” - Download any updates available.
Troubleshooters and diagnostic tools are available through HP’s support website to check for problems. Follow the recommended troubleshooting procedures from the manufacturer.
Run a trusted third party virus scan and use the software to remove the virus or malware. Alternatively, you can restore your system to a previous version if ‘back-up’ data is available.
Caution: Restoring to a previous version may cause the loss of files and data. Be careful of ‘ransomware’, which is a virus demanding money in exchange for the return of your computer.
Overheating may cause your laptop to run slowly. Please follow our replacement guide on replacing your laptop fan.
Audio quality is quieter than usual, sounds are scratchy, or crackling noises are heard during speaker use.
Check and verify the audio file you are using isn’t muted or set too low. If the file volume is on, click on the speaker icon in the lower right portion of tool bar. Then, verify that the speakers are selected and the volume is set to an appropriate level.
Open applications, drivers, or plugins are interfering with each other. Rebooting your system will close all open applications and may resolve the muffled, crackled, or distorted audio.
Outdated drivers may conflict with audio files causing distortion or no sound transmission at all. Open “Windows “- search “Check for updates” - Download and install updates. Then, test your speakers with an audio file.
Your computer may have uncommon issues interfering with your audio drivers. Open “Windows” - search for “HP Support Assistant” - click on your device - click “Troubleshooting and fixes” then “Audio check”. Run the audio check and select the appropriate responses.
If the speakers fail to respond to any troubleshooting attempts, new speakers may be required, please follow our replacement guide on speaker replacement
Laptop cannot hold a charge and shuts off before the battery gets less than 10% of a charge.
Try turning down the brightness on the screen as low as possible, and try turning the backlit keyboard light off completely. This will conserve your battery life.
When there are too many tabs and applications open on your laptop they absorb a lot of power, even if you are not using them. Try closing unnecessary applications to conserve power.
This model HP laptop is manufactured with the Lithium-ion battery which has was recalled in January of 2019 due to the battery overheating and causing a fire hazard. Also, any battery that has been subject to many charging cycles will be prone to wearing down. If the tips listed above do not help to conserve your battery life, you may need to replace the battery. Follow this guide to replace your battery.
If the laptop cannot hold a charge, there also may be a problem with the charging port. If you have to keep adjusting the cord so it stays in the port, the whole USB board/panel may need to be replaced to ensure a quality. Please refer to this replacement guide.
Laptop has a slow wireless signal, the signal intermittently drops, or the laptop has trouble connecting to wireless at all.
Your computer may need an Ethernet cable to connect to the internet. Check if your computer connects via hardwired Ethernet cable rather than wireless connection. If so, you may need a cable to connect directly to the router.
Try updating the software, and if your laptop still does not connect to the wireless network, then you may need to run a diagnostic test. Use the HP website to find the ‘Possible Root Causes’ to see what the issue is.
Laptop does not respond to actions from the mouse or keyboard, locks up at random times, and or will freeze during specific programs.
The laptop may need to be updated. In Windows, search for “Windows Update” and open it. Then, click “Check for Updates” and select updates to install.
One of the programs you are using is causing the computer to lock up. Press the “ctrl+ alt+delete keys” and open “Task Manager”. From there, see which program is not responding, and select “End Task”. If this program does not respond frequently, you may have to uninstall it. Follow the following steps to uninstall any program.
From the “Windows Advanced Options Menu”, select “Safe Mode”, and press “Enter”. Click “Start”, and then click “Control Panel”. Double-click “Programs and Features”.
(Note: be sure you have the installation discs and installation keys for software programs that you want to keep)
Look for any programs that frequently do not respond. Select the software program, and then click “Uninstall”. Follow the steps listed to uninstall the program. Repeat these steps with any other software programs that do not respond frequently. Restart the computer normally.
The laptop may have a virus. Try installing antivirus software, such as Norton Internet Security, to make sure your laptop is protected from malware that can stop the computer from responding.
The computer may be overheating. Use compressed air to clean the air vents, and then wait for the laptop to cool down. If the fans are broken refer to the “Computer Overheating” troubleshooting section for more help.
