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Top Student
Posts: 5
Member Since: ‎11-23-2016
Message 1 of 8 (1,078 Views)
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HP Support Assistant problem

Product Name: HP ENVY 15T Notebook
Operating System: Microsoft Windows 10 (64-bit)

 

Hello,
I have a questions to you.
About three weeks ago I uninstalled HP Support Assistant (which had been working properly) and downloaded the latest version (sp77062.exe), but it hasn't shown me updates and messages. When I click on the "Check for updates and messages", it doesn't find anything. What is the problem and what can I do? Thanks...
 
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Accepted Solution

Re: HP Support Assistant problem

Hello Mamson,

 

I am from the HPSA team. Seems like your installation got corrupted. Could you please follow these steps:

 

1. Go to Programs and Features and uninstall HP Support Assistant

2. Once completed, also uninstall HP Support Solutions Framework

3. Once completed, Restart your PC

4. Navigate to: C:\Program Files (x86)\Hewlett-Packard and delete the folder called HP Support Framework (If it's not there then don't worry move to step 5)

5. Download and install: http://ftp.hp.com/pub/softpaq/sp77501-78000/sp77890.exe

6. Once completed, make sure you are connected to internet, check for updates and messages and you should see everything.

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Intern
Posts: 49
Member Since: ‎04-12-2015
Message 2 of 8 (1,052 Views)

Re: HP Support Assistant problem

Hi There,

 

Actually HPSA doesn't always show the Updates/Messages if you have completed all BIOS/drivers/App updates or read all messages. So there are other ways you could check whether your systems' updates are latest:

 

(1) You could go to HP support website (http://support.hp.com/us-en) checking whether any latest software released

(2) or you could also run Windows update, to ensure you have installed all major update (i.e. v1607) before run HPSA 

 

Thank you

Top Student
Posts: 5
Member Since: ‎11-23-2016
Message 3 of 8 (1,040 Views)

Re: HP Support Assistant problem

In the last version of HPSA, I hadn't completed all BIOS/drivers/App updates or read all messages. There were about 10-12 updates and messages. And now, when I went to HP support website (http://support.hp.com/us-en), there are many drivers which need to update. So, the reason why HPSA can't download messages and updates definition, is still unknown.

Intern
Posts: 49
Member Since: ‎04-12-2015
Message 4 of 8 (1,025 Views)

Re: HP Support Assistant problem

Thank you for further clarifying info, I rarely see this kind of symptoms before, will provide update to you if any Smiley Happy

Tutor
Posts: 5
Member Since: ‎12-11-2013
Message 5 of 8 (1,006 Views)

Re: HP Support Assistant problem

Hello Mamson,

 

I am from the HPSA team. Seems like your installation got corrupted. Could you please follow these steps:

 

1. Go to Programs and Features and uninstall HP Support Assistant

2. Once completed, also uninstall HP Support Solutions Framework

3. Once completed, Restart your PC

4. Navigate to: C:\Program Files (x86)\Hewlett-Packard and delete the folder called HP Support Framework (If it's not there then don't worry move to step 5)

5. Download and install: http://ftp.hp.com/pub/softpaq/sp77501-78000/sp77890.exe

6. Once completed, make sure you are connected to internet, check for updates and messages and you should see everything.

Top Student
Posts: 5
Member Since: ‎11-23-2016
Message 6 of 8 (972 Views)

Re: HP Support Assistant problem

Hello Xavier-M,

 

Thank you for your attention. Your supposition was right. I've followed those steps and now HPSA is working properly.

gela.JPG

Student
Posts: 1
Member Since: ‎11-29-2015
Message 7 of 8 (943 Views)

Re: HP Support Assistant problem

Hello Xavier-M,

 

Thank you also for your attention. Your supposition was also for me right. I've followed those steps and now HPSA is working properly.

(installed also sp77062.exe, same result.....Since upgrading to  this version of Support Assistant, I was unable to check for updates. The program successfully completes the first step "connecting to HP servers," but then fails (shows gray x-mark instead of green checkmark) to complete the remaining steps:

  • Downloading messages and updates definition
  • Gathering configuration information
  • Analyzing your system
  • Preparing the action list)

Now HPSA is working again.....lot's of updates...Work to do....

thanks!

from The Netherlands

Intern
Intern
Posts: 40
Member Since: ‎12-20-2014
Message 8 of 8 (86 Views)

Re: HP Support Assistant problem

Dear Xavier-M, Your fix worked, and am very happy about that.  Could not get the HPSA to work at all, was constantly crashing, saying "has run into a problem and must close."   Tried everytinig, removed and re-installed, ran as administrator (someone else's alleged solution), made sign of the cross over it, and more.   What no one besides yourself mentioned is that you must ALSO uninstall the "Support Soltuions Framework"  file. Did that, and finally all ok.

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