HP Support Assistant problem

[Andy_Kay]

I recently bought this notebook with ten months warranty still on it. HPSA presented a message asking me if I wanted to download available updates, and I started the process. It has been "downloading" for two hours now, with no activity on the wifi according to the task manager. Should it take this long?

Edit: I just cancelled out of that and opened up SA so that I could request a download manually. SA tells me that there are no updates available, so why did SA flag up available updates in the first place?

[Sparkles1]

Hi @Andy_Kay,

Thank you for your query.

I understand that the HPSA advised you that there were updates available and you started the process. You left it running for  2 hours, but there was no Wi-Fi activity. You decided to stop the process. When you relaunched it there were no updates available. 

I am not sure exactly what caused the issue.   I would manually check to ensure you are currently up to date. Here is a link to the HP ENVY Notebook - 13-d053sa Software and Drivers. If you determine that there are updates, I suggest you try uninstalling and reinstalling the HP Support Assistant.  Have you done all your Windows updates? Here is a link to Windows Update Troubleshooter (from windwos.microsoft.com) that may also be of aid. Have you checked for viruses and malware?  Microsoft Malicious Software Removal Tool.

Please let me know if this helped.

Thanks for participating in the HP Forums where we want to help you as well as others who may experience a similar issue as yourself. Please consider marking the post that resolves your issue as "Accept as Solution" to help other community members! To show appreciation for my efforts kindly click the "Thumbs Up" below.

[Andy_Kay]

Hi Sparkles1 and thank you for helping me with my problem.

I went to the drivers download page for which you supplied the URL, but I have to admit to some confusion about how to use it.

The procedure identified many drivers, but didn't tell me which of them had to be updated, so I updated the first of them and repeated the procedure. The updated driver was still present in the new list, so I'm unsure about which of the remaining drivers need to be updated (there are many).

Also, the first category shows two drivers:

Realtek High-Definition (HD) Audio Driver

Version:6.0.1.7730  Rev.B Apr 27, 2016

Realtek High-Definition (HD) Audio Driver

Version:6.0.1.7661 Rev.A Apr 27, 2016

Do I need to update both of these, or is the latter now redundant?

Thank you.

[Sparkles1]

Hi @Andy_Kay,

Thank you for your reply.

Did you try uninstalling and reinstalling the HPSA?  Once it was reinstalled, was there any change?   I would download and install the latest update.  If there should be an issue with installation then try the other one first.  I do not believe that step is necessary, but it there is a difficulty with the  installation you can give it a shot.

You can also update drivers directly from Device Manage by right clicking on the device to be updated and choose update driver.   Please keep me updated.

Good Luck!

[Andy_Kay]

I went to the drivers download page for which you supplied the URL, but I have to admit to some confusion about how to use it.

The procedure identified many drivers, but didn't tell me which of them had to be updated, so I updated the first of them and repeated the procedure. The updated driver was still present in the new list, so I'm unsure about which of the remaining drivers need to be updated (there are many).

Also, the first category shows two drivers:

Realtek High-Definition (HD) Audio Driver

Version:6.0.1.7730  Rev.B Apr 27, 2016

Realtek High-Definition (HD) Audio Driver

Version:6.0.1.7661 Rev.A Apr 27, 2016

Do I need to update both of these, or is the latter now redundant?

[Sparkles1]

Hi @Andy_Kay,

Thank you for the response.

I understand that you are still confused about the drivers.  That is the beauty of the HPSA as it takes care of all that for you.  Did you try uninstalling and reinstalling it?  I hope this will alleviate and further confusion. Click on the driver to download. Once downloaded open it to start the installation and then follow the prompts. Try the Realtek High-Definition (HD) AudioDriver,Version:6.0.1.7730  Rev.B Apr 27, 2016 first.  If you get a message that you are unable to install the driver then try the previous version first and then install the latest.  You can also update the driver by going to Device Manager and right-clicking on the device and choosing update driver. 

Please let me know how it went.

[Andy_Kay]

I already successfully  installed the audio driver Rev.B in the test I performed earlier. The problem I'm enquiring about is that there are many many drivers in the list, and the list does not seem to identify the particular drivers that I need to update. I'll try updating HPSA and trying it again, but I have to say that I've lost confidence in it and was hopeful that I could do this through the drivers page you put me onto.

[Sparkles1]

Hi @Andy-Kay,

Thank you for the reply.

 I am not sure which drivers  may have already been updated.  As you are unsure, try using Device Manger to update the drivers as described in my previous post. Please let me know the outcome.

[Andy_Kay · Accepted solution]

Sorted.

I downloaded the update for HPSA and ran it, lots of Wi-Fi activity, but it only identified one update as necessary.

I then went to Device Manager and went through all the devices in turn, finding many updates necessary.

Now that doesn't inspire confidence in HPSA, but I know what to do in future.

Thanks for your help Sparkles1.

[Sparkles1]

Hi @Andy_Kay.

Thank you for your the update.

 If you feel my response has helped you resolve the issue, please choose "Accepted Solution" on that post  to allow other forum members and visitors alike to find this information with greater ease. To say thanks for helping, please click the "Thumbs Up Icon" Below.

Have a wonderful weekend!