i can't hear my audio from my external speaker, and only works with headphones

[kad10]

I have Windows 11 and I'm trying to update to the latest version of PC Hardware Diagnostics UEFI tool (v10.5.0.0) which is the most current version on the HP Support site for download. After downloading the software, I get the following error when I start the update as Adminstrator: "Error 2753 - The file "installer.exe" is not marked for installation."
I'm trying to download this to fix the audio issues with my computer- I hear no sound on external speakers. The UEFI tool has an advanced audio test, which I want to have access to to figure out what's wrong with my computer. I don't know what else could be wrong with the audio. When I try to download HP PC Hardware Diagnostics UEFI InstallShield wizard, it says my system has not been modified.

I've tried restarting the computer, running an Audio Check in HP Support Assistant (did Audio Diagnostics and it said nothing was wrong), ran the sound problems troubleshooter and that didn't work. I updated the audio driver and that didn't work. My Audio is enabled and my computer is up to date on updates. When the Realtek audio driver was updated and all the Bluetooth devices were deleted, I restarted my computer and the audio still wasn't working. I also tried restarting my audio services and that didn't work either.

Also says that my current version of diagnostics is not up to date. 

[Garp_senchau]

Hey @kad10, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Fix the "Error 2753 - The file 'installer.exe' is not marked for installation" for UEFI Tool

This error typically indicates that there is an issue with how the installer is being executed or a problem with the permissions. Here are some troubleshooting steps to resolve this issue:

1. Re-download the Installer:

Sometimes the downloaded file might be corrupted. Try downloading the HP PC Hardware Diagnostics UEFI Tool again from the official HP support website.

2. Run the Installer as Administrator:

• Right-click on the installer file.
• Select Run as administrator (even though you've mentioned trying this, it's worth repeating).

3. Check the File Properties:

The file might be blocked by Windows due to security settings:

• Right-click on the downloaded installer.
• Select Properties.
• At the bottom, if you see an Unblock checkbox, check it and click Apply.

4. Try Running the Installer in Compatibility Mode:

If Windows 11 is causing compatibility issues, try running the installer in compatibility mode for an older version of Windows:

• Right-click on the installer and select Properties.
• Navigate to the Compatibility tab.
• Check Run this program in compatibility mode for: and select Windows 10 (or a previous version).
• Click Apply, then OK and try installing again.

5. Clear Temporary Files:

Temporary files may cause issues with installations:

• Press Win + R, type temp, and hit Enter.
• Delete all files in this folder.
• Repeat the process for %temp%.
• Restart your PC and try installing the tool again.

6. Use the Windows Installer Cleanup Utility:

Sometimes, a corrupted Windows Installer database can cause issues. You can try using a cleanup tool (like the Windows Installer CleanUp Utility) to fix this:

• You can download it from trusted sources (make sure it's not malware).
• Run the utility and remove old installer data.

7. Check for Conflicting Software:

Antivirus programs or other system utilities may block the installation. Temporarily disable any antivirus software and try installing again.

[Garp_senchau]

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[Garp_senchau]

Fix the Audio Issue (No Sound on External Speakers)

Since you've already tried several solutions, let's look at a few additional steps to fix the audio issue:

1. Check Sound Settings in Windows:

• Right-click on the sound icon in the system tray and select Open Sound settings.
• Ensure that the correct output device is selected (External speakers).
• If the external speakers are not showing up, try reconnecting them to a different port or checking the cables.

2. Update Realtek Audio Driver:

• Go to Device Manager (press Win + X and select Device Manager).
• Expand Sound, video and game controllers, right-click your Realtek device, and select Update driver.
• Select Search automatically for drivers.

3. Uninstall and Reinstall the Audio Driver:

If the driver is outdated or corrupted, try uninstalling and reinstalling it:

• In Device Manager, right-click the Realtek driver and select Uninstall device.
• Restart your computer.
• Go to the HP website, download the latest Realtek audio driver for your model, and reinstall it.

4. Check Audio Services:

• Press Win + R, type services.msc, and hit Enter.
• Look for the following services:
  • Windows Audio
  • Windows Audio Endpoint Builder
• Right-click and restart both services.
• Make sure their startup type is set to Automatic.

5. Use the Troubleshooter Again (Advanced Mode):

• Right-click the Start menu and select Settings.
• Go to System > Troubleshoot > Other troubleshooters.
• Run the Playing Audio troubleshooter.
• If it doesn’t work, click Advanced and select Run as administrator. This might uncover more issues.

6. Check the Sound Format:

Sometimes the sound format might be incompatible with the external speakers:

• Right-click on the sound icon and select Sound settings.
• Under Output, click on your device.
• In the Advanced tab, try changing the sample rate and bit depth.

7. Try a System Restore:

If the issue began recently and nothing seems to work, consider performing a System Restore:

• Press Win + R, type rstrui, and hit Enter.
• Choose a restore point from before the issue started.

8. Check Hardware Connections:

• Double-check that the external speakers are properly connected, powered on, and functioning with another device (e.g., phone or another PC).
• If you're using Bluetooth speakers, ensure they're paired correctly, and Bluetooth is enabled on your system.

[Garp_senchau]

Final Resort - Reinstall the Operating System

If none of the above steps fix the issue, you might consider reinstalling Windows. This will reset the system completely but also provide a fresh start for both your audio drivers and software installations.

Note: Make sure you back up all your important files before doing this.

I hope these steps help resolve the issue

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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Regards,