why isn,t sound working?

Question

sound icon has an x over it. when I check sound in settings it says, output device is not connected and input device is not connected

Answer 1

Dear Jacqueline Goodwin, 

I’m sorry to hear that the sound is currently not working on your Windows 11 device. At this point, I recommend that you try the steps provided in the AI-generated answer on your thread. Also, please share the details requested by the Independent Advisor, as this can help move the troubleshooting forward and avoid repeating the same questions. 

To help narrow this down, could you please confirm the following: 

• Are you trying to use the built-in speakers/microphone, or an external device such as USB headset, Bluetooth headset, monitor speakers, docking station, or HDMI audio? 
• Did the issue begin after a Windows update, driver update, restart, or after connecting/disconnecting another device?  

In the meantime, please try the steps below: 

1. Remove any temporary audio routing conflicts 

• If your device is connected to a monitor, dock, TV, USB audio device, or Bluetooth headset, please temporarily disconnect those devices and then restart. 

2. Check whether the device appears under All sound devices 

• Go to Settings > System > Sound > All sound devices. 
• If you see your speaker, headset, or microphone listed there, open it and make sure it is allowed/enabled.  

3. Check for Windows and optional driver updates 

• Please go to Settings > Windows Update > Check for updates. 
• Then open Advanced options > Optional updates and install any available audio-related driver updates.  

While my initial response may not fully resolve the issue, I truly appreciate your cooperation as we work together toward identifying the most effective solution. Thank you so much for your understanding. 

I hope these suggestions help you get the sound working properly again on your Windows 11 device. Wishing you a smooth troubleshooting process and a better experience. 

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Answer 2

Let's check some additional information to help resolve the issue:

1. What is the make and model of your device?

In the search bar, type MSINFO32 and hit Enter.

Please share a screenshot of that window.

2. Press Windows + X and choose Device Manager.

Click View > Show Hidden devices

Expand Sound, Video, and Game Controllers.

Take a screenshot and share it here.

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In the meantime, please try the following methods that usually fix audio issues:

Use an older driver or uninstalling then reinstalling the driver:

1. Press the Windows key + X and select Device Manager.
2. Expand Sound, Video, and Game Controllers.
3. Right-click on your audio driver(Realtek HD Audio, AMD High Definition Audio, etc.)and choose Update driver.
4. Choose "Browse my computer for driver software"
5. Click "Let me pick from a list of available drivers on my computer."
6. Select an older driver from the list and click 'Next.'
7. Follow the onscreen instructions.
8. if the problem continues, repeat 1-3 and hit uninstall device instead.
9. Restart your computer(not shutdown) then check if the issue is resolved.

Answer 3

The message “output device is not connected” and the X on the speaker icon mean Windows does not see any working audio device. Use these steps in order:

1. Check physical connections
   • If using external speakers/headphones, make sure they are firmly plugged into the correct jack/USB/HDMI port and powered on.
   • If there are multiple jacks, try each one; many PCs use green for speakers/headphones.
   • If using USB speakers/headset, try a different USB port.
2. Select the correct output device
   • Select Start > Settings > System > Sound.
   • Under Output, open the list and choose the device that should play sound (speakers, headphones, monitor, etc.). This also sets it as default.
   • If using a Surface device, in Sound settings, under Output > Choose where to play sound, select the down arrow and then select the desired output device.
3. Check that Windows is not sending audio to a wrong/invalid device
   • If an external monitor without speakers is connected via HDMI/DisplayPort, make sure that monitor is not selected as the default output device; choose the PC speakers or real speakers instead.
4. Verify devices and drivers in Device Manager
   • Right‑click Start and select Device Manager.
   • Expand Sound, video and game controllers.
   • If no audio device appears, or it shows a warning icon, install or update the audio driver from the PC manufacturer’s support site.
   • If an audio device is present but not working, right‑click it and choose Update driver (or reinstall the driver from the manufacturer).
5. Run the Windows audio troubleshooter
   • On Windows 11, use Get Help to run the audio troubleshooter: Settings > System > Sound, then run the troubleshooter for output.
   • Or use Run the troubleshooter in Get Help from the audio support article; it will diagnose and attempt to fix missing devices.
6. Check Windows audio services
   • Press Win + R, type services.msc, press Enter.
   • Find Windows Audio and Windows Audio Endpoint Builder.
   • Ensure Startup type is Automatic for both.
   • Right‑click each and select Restart.
7. If it still says “no audio device is installed” or “not connected”
   • Reinstall the audio driver completely via Device Manager (uninstall the audio device, then restart and install the correct driver from the manufacturer).
   • If the device still does not appear after driver reinstall, this can indicate a hardware problem with the audio chipset or port; contact the PC manufacturer’s support.

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References:

• Fix sound or audio problems in Windows
• Troubleshoot Surface sound and audio accessories
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