HP Support Forums
Join in the conversation.
05-16-2009 08:00 PM - edited 05-16-2009 08:06 PM
first i'd like to say hello to everyone . . . i just signed up today . . . in fact i just found out today these forums even exist ;^>
specifics: 6 months ago i bought an HP Pavillion a6600f . . . i love it and have been buying things for it from the start . . . i find it easy to use and **bleep** hard to turn off ;^> i'm always checking to make sure i have the latest drivers for everything, cleaning the registry, etc.
i have had exactly *one* problem for the past few months, and it's bugging me enough now to want to do someting about it.
specifics on the system: the desktop Pavillion a6600f has a Pentium dual-core E2200 processor running at 2.2 GHz . . . i put 4 GB of memory in it, and it is running Vista Home Premium w/Service Pack 1 (64-bit). the rest probably isn't important to this question.
THE QUESTION: when i open Health & Security in the hp Advisor, i always have yellow exclamation mark in a triangle under "PC Update" and also a red exclamation mark in a square under "PC Health". both are caused by the same problem . . . the fact i keep being told there is a new version of "HP Health Check" and i need to download/install it.
problem is, i am unable to do so. here's what i get.
at first, all seems to go well. it finds it, downloads it (it's about 13 MB), and i get the message "HP Active support Library is configuring your new software installation". *THAT'S* where the problems begin. i get:
"HP Active Support Library error: Error 1316. A network error occured while attempting to read the from the file C:\windows\installer\HP Active Support Library.msi" (note: i checked and i don't even have that file present in C:\windows\installer . . . is this the problem?)
then i get "Rolling back installation"
and finally, "Error: -1603 Fatal error during installation. Consult Windows Installer Help (msi.chm) or MSDN for more information"
so i can never update the HP Health Check and i always have those two errors (the yellow triangle and the red square) present in HP TCA - PC Health & Security.
i did a search in these forums and found quite a few issues pertaining to the HP TCA, and i understand some people even turn it off . . . but it's never given me a problem aside from this one, and i'd like to keep it around if i can.
i'm sorry if this post is on the long side, but i wanted to provide as much info as i could.
so my name is Michael King and i hope to be a regular contributor here, and i don' t mind if anyone wants to email me, although i understand problems like this are better publicly posted as they benefit the community as a whole.
Solved! Go to Solution.
05-16-2009 08:35 PM - edited 05-16-2009 08:35 PM
Check that your firewall is not blocking the installation process. You may disable the protection software for a minute or 2 just for the installation.
05-16-2009 09:08 PM
wow! thx for replying so fast, my friend.
unfortunately, neither solution worked. i didn't think the firewall would be an issue, because it does dowload the entire 13MB update and begins installing it after all . . . gets all the way to "HP ACtive Support Library is configuring your new software installation", then it begins going through a series of "validating this", "removing that", "validating that", "removing this" . . . the install time-line gets about 2/3 of the way to the end, when it crashes with the messages i mentioned.
so i didn't think the firewall was an issue, but i did it anyway . . . turned it off completely, both ways. i also rerferenced the link you gave me. by the way, the *first* message on the page you gave me to reference is exactly what i get as an error . . . i don't get any error at all concerning "vbscript". yet the solution at the end of that page seems to concentrate on the vbscript error . . . uneless by doing . . .
regsrv /u vbscript.dll -and-
. . takes care of BOTH problems, which is what the page seems to imply.
anyway, dmhoo29, i ran both solutions at the same time . . . no firewall, the command prompt directives, then try installing health check . . . i still get *exactly* the same thing.
but you probably know more than i do to get to a solution . . . have you got another suggestion? or anyone else?
05-17-2009 12:19 PM
05-17-2009 12:25 PM
Welcome to the support forum. We all try and help each other so here's my input on your problem.
This is a link to the a6600f support page under Vista (64).
Support link - HP DiagTools Update
At the bottom of that page you will find an update for HW DiagTools dated 3-2009 with a size of 21.56MB This should update your HP Advisor to version 2.4.6651.2902 which is the version I'm running on my m9400t with Vista Home Premium (64). There are a couple more updates in the same area that you might need. I hope this helps correct your problem.
If it helps and you are happy a kudo would be appreciated.
Kudo's gratefully accepted if I was of help to you.
05-17-2009 11:34 PM - edited 05-17-2009 11:37 PM
first of all, i want to thank the three of you who tried to help me with this problem. this means you, dmhoo29, anon, and MrFixIt. and as a gesture of good will, i'd like to give kudos to the three of you, being a new member and all.
you all had great suggestions, and based on those suggestions, i tried a few variations based on those suggestions. unfortunately, nothing worked . . . it always came back to the same error messages, no matter what i did.
in fact . . . HP's *own* suggestion . . . which is essentially reproduced in this thread . . . doesn't work either.
i had already spent hours on this ridiculous thing, and tonight i've spent 3 hours on it. i finally solved it, and the solution may benefit other people who i can see may easily run across a similar problem with other upgrades . . . BECAUSE THE PROBLEM IS A RIDICULOUS OVERSIGHT ON THE PART OF HP which we can easily manually correct.
what bugged me from the start was the fact i kept getting the message pertaining to the file "HP Active Support Library.msi", which the installer was looking for in C:\Windows\Installer. it seemed to me that the real problem was that it was looking for a file which simply wasn't there.
well, during my 3 hours screwing around with this tonight, guess what i found?
there is a subdirectory called "swsetup" right under the root C:\ drive. and inside C:\swsetup i found the following two subdirectories:
i knew from the many, many times i tried to update HP Health Check that it was downloading sp41377.(can't remember the extension) via HP FTP. so i checked out what was in C:\swsetup\sp41377 and guess what i found? well, a few things, but the one thing that concerns us is (drumroll please) THE FILE "HP ACTIVE SUPPORT LIBRARY.MSI" !!!
i simply opened another window, navigated to C:\Windows\Installer, and drag-and-dropped "HP Active Support Library.msi" there (i held down the "Ctrl" key so as to make a copy of it rather than a straight move).
so now i had that annoying file in the right directory. so, since my C:\swsetup\sp41377 window was still open, and since there was a "setup.exe" file in there, i ran it.
and holy mother of God, it actually worked.
what that means is that what was happening was, when i tried updating Health Check, it would create a subdirectory in C:\swsetup . . . in this case the C:\swsetup\sp41377 subdirectory . . . dump everything it needed for the update in there . . . and then ran "setup.exe" . . .
. . except that whoever at HP wrote "setup.exe" forgot to include one itty-bitty instruction in the code . . .
to copy "HP Active Support Library.msi" into the C:\Windows\Installer subdirectory first.
so watch out for this kind of thing, my friends . . . if you try updating something HP wrote and you're getting a "cannot find such-and-such file in such-and-such directory" type of error msg, see if you can locate it elsewhere on your hard drive . . . maybe in C:\swsetup, maybe elsewhere, i don't know . . . and if you locate it, just manually copy it over to the required directory and run the installer again. this could be the only time HP commited this exact sin ;^> . . . or then again it may not!
kudos and thx again to everyone who contributed.
- Michael King
05-18-2009 02:19 PM
Thanks for the kudo Michael_King not that I deserve it since my recommended fix didn't work. To make up for that I'm giving you a kudo for fixing your own problem. Good work and keep it up.
Kudo's gratefully accepted if I was of help to you.
10-01-2009 05:51 PM
The other way I easily fixed this problem was to download and install Microsoft's Windows Install Clean-Up utility. I ran the program, and selected the HP Active Support Library to remove.
After this completed, I ran the HP update program, and it worked smoothly!!