HP support assistant is stuck on downloading and updates definition

[minh2166]

I need help fixing this issue:

The problem is its connected to the HP servers but for some reason it stops at "downloading messages and updates definition". Ive tried uninstalling and reinstalling it, then rebooting my laptop but it still doesnt work.

[IT_WinSec]

Hello,

Thank you for posting in the HP Support forum. Welcome !

Can you please ensure you download the latest version available from this web site >> http://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/pl...

Do you some 3rd party filtering software like security software , firewall, etc. I have seen similar issues and the animations that HPSA shows are not always correct. It may appear on one step but truth is that if it is blocked by something (e.g. firewall or some other network issue), it will still show some animations but nothing will happen.

Some workaround I can offer is another method to update your drivers:

- you can check for driver's update from HP site

or

- in Windows 10 important driver updates and other updates are installed automatically via Windows Update. You can use this method or the one from Device Manager. More info can be found here > > > http://support.hp.com/us-en/document/c03330139

[MHAET]

I tried all the solutions listed and nothing is working. It's still stalled and I cannot update.

[IT_WinSec]

Hello @MHAET

Thank you for posting. Welcome!

It is important to post your full product model (HP model) and the product number.

It would be nice if you post step by step what exactly you tried and where it failed (if failed).

Here are few tips:

- please ensure you uninstall all HP Support Assistant and Support framefork related software.

You can try the free version of Geek Uninstaller software >> http://geekuninstaller.com/download

- restart your computer

- can you please ensure you download the latest version available from this web site >> http://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/pl...

- try to disable/uninstall all 3rd party network filtering or security apps

HP Support Assistant may be very good and handy application but is not mandatory to use. You can simply uninstall it and not use it. Some workaround I can offer is another method to update your drivers:

- you can check for driver's update from HP site

or

- in Windows 10 important driver updates and other updates are installed automatically via Windows Update. You can use this method or the one from Device Manager. More info can be found here > > > http://support.hp.com/us-en/document/c03330139

Hope this helps. If you face difficulties, please let me know.

If still nothing helps, you can contact HP Support directly to see if they can offer you some other suggestions >> http://www8.hp.com/us/en/contact-hp/ww-phone-assist.html

[JSPacheco]

I have the same issue on both my HP Elitebook 8470p / Elitepad 1000 G2 since last week.

I tried all the above sugested steps, and still not working.

Maybe there is some problem with the HP Server.

[JSPacheco]

This issue was fixed with today's update for HP Support Assistant v 8.3.50.9

[Rob-Nicholson]

This problem is happening again today. Trying to deploy a new Powerbook and it's been stuck at the "Downloading messages and updates definition" for about an hour. I assume it's a HP server problem as there was never a resolution posted above and it worked last week.