No sound driver installed?

Question

I bought a device that had no sound driver installed. I rarely used the device used during the year that I bought and never needed for sound so only discovered recently. Now I am being asked to pay $450 to get the issue resolved, no acknowledgement that they sold a defective product. Is there a way that I can attempt to fix on my own?

Answer 1

Hi Tamica Thomas,

Thank you for posting in Microsoft Community.

We apologize for the inconvenience caused and regret that you are experiencing difficulties with the installation of a sound driver on your Surface Laptop 5. We assure you that this was not our intention, and we will do our best to resolve the issue as soon as possible.

Let’s work together in finding the best solution to this issue. You can try to fix this issue on your own by following these steps:

1. We will download and run the Surface diagnostic toolkit. This will help us fix any hidden issue on your Surface.
2. Press the Windows key + X and select Device Manager.
3. Expand the Sound, video and game controller's category.
4. Right-click on the audio device or Realtek sound driver and select Update driver.
5. Select Search automatically for updated driver software.
6. Wait for Windows to search for and install the latest driver.
7. Then, restart the Surface to apply changes.
8. After restart test if the sound is back.
9. If still persist, we will be going to download and install the driver pack on your Surface laptop 5 to update the hardware on your Surface.
10. After the installation is complete, please restart the Surface to apply change. Then test the device if the sound is back.

After we do all the steps and still not fix the issue the next step to Reset the Surface device back to defaultto clear out that this is not a software issue.

Please let me know how it goes.

Kind regards,

Christopher.

Answer 2

Thanks Christopher for responding. However this did not work as the only option that I have when I expand the sound, video and game controller category is Intel smart doh f technology for Bluetooth audio and usb audio. Any other suggestion on how to proceed?

Thanks.

Answer 3

Hi Tamica Thomas,

Thank you for getting back with us. if the audio driver is missing in the device manager, possible the driver is uninstalled. Did you already install the Driver pack on your Surface laptop 5? If yes, and still the Audio driver is missing the next steps to fix the issue is to Reset the Surface device back to default.

Please let me know how it goes.

Kind regards,

Christopher.

Answer 4

Hello Tamica Thomas,

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com)Thank you for understanding.

 Regards,

Christopher