HP Envy 360--no sound and cannot reset

Sep 20, 2018
I have an HP Envy x360 that has sound issues. No sound except every once in awhile on certain videos a word or two will squeak through every 20-30 seconds. I ran the troubleshooter and that didn't work. It suggested I do a hard reset using the method that saves my files--not the one to factory settings--but it won't reset. No matter how many times I shut down my computer, hold the button for 15 seconds and then restart, I do not get the "Start Windows normally" screen that I should get indicating a reset.....and the sound hasn't improved either. Please help. The HP warranty is probably great but I'm a small business owner who cannot be without her computer at this moment--especially for 2 weeks! Thanks.