HP Support Assistant (bug?)

[yoyo94]

Hi! I am new to the forum so apologies if I break any rules unintentionally or if this is a stupid question.

My question relates to the newest update of HP Support Assistant version 8.3.27.17, framework 12.5.26.37, configuration files 8.0.5386.1523 on a Windows 10 Professional 64-bit machine.

My problem is that HP Support Assistant doesn't seem to get past the check for messages and updates stage when attempting to find the latest updates (see image below).

I have tried to check for updates for my machine, as well as for my home printer and both lead to the same result in the image above. In previous versions of HP Support Assistant, this did not happen because it would progressively go through each stage of the process, while replacing the present grey crosses with green ticks.

I have tried uninstalling HP Support Assistant, installing it with a previous version and then updating it both through the software and through a later executable, all to no avail.

I know that a problem exists because I checked my model's software downloads page on HP's website and found that my machine was not on the latest BIOS version, because it never showed up in those failed checks for updates (so I had to manually download it and update my BIOS from the executable). However, in previous versions of HP Support Assistant, I received updates for my BIOS and other software without trouble.

I hope you can confirm whether my software is acting up, or whether this is a bug related to the version described at the beginning of this post.

Any replies will be appreciated.

Thanks in advance!

[Mumbodog]

One possibilty is that it is being blocked in the Windows firewall.

Or a third party firewall if you have one.

[yoyo94]

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@Mumbodog wrote:

One possibilty is that it is being blocked in the Windows firewall.

Or a third party firewall if you have one.

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Hi! Thanks for your reply.

I have checked my Windows Firewall and (I think) it is not blocking HP Support Assistant.

I do not have any third-party firewalls.

Have you not faced any problems with HP Support Assistant?

Since the updating process passes in previous versions of HP Support Assistant, could this be a problem with the newest version?

Thanks again.

[Mumbodog]

I have had minor issues in the past but latest update always fixed it.

[yoyo94]

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@Mumbodog wrote:

I have had minor issues in the past but latest update always fixed it.

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Thanks again for your reply.

Since the latest version in this case may be bugged, I will wait for the next update to come out. Any idea when this could be?

Thanks.

[yoyo94]

Just an update, I have installed an update that came through which changed the configuration files to version 8.0.6294.2155. The problem still persists.

I would appreciate any support I can get. It's a shame we can't send HP emails to register problems like these.

Thanks in advance.

[phoenix1231]

I'm having the same problem.  It was working until I updated to windows 10 anniversary edition.

It connects to server, then stops.  Tried all the usual things, with no help.  Probably needs an update to work with the new w10.

[yoyo94]

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@phoenix1231 wrote:

I'm having the same problem.  It was working until I updated to windows 10 anniversary edition.

It connects to server, then stops.  Tried all the usual things, with no help.  Probably needs an update to work with the new w10.

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Thanks for contributing to this phoenix1231!

That may be the problem because I have tried to use previous versions of HP Support Assistant during my more recent experimentation and it seems to be that all versions that I have tried have the same issue (not just the latest versions that I have installed or updated to).

I hope this helps the more technical and knowledgeable of us conjure (or suggest) a solution.

Is there a way to raise this directly to an HP software expert? I can't seem to find a way to contact them since I am out of warranty.

Thanks!

[phoenix1231]

An update.

I was unable to get support assistant to work, and was having to keep reinstalling the sound driver to keep the sound working.

So, I rolled back windows to previous build, and sound was working again.  But, support assistant was not.

I worked with hp support and reinstalling did not help.  What did finally work was unistalling hp support solutions framework, and then reinstalling support assistant.

It is now working again, but I'm going to wait on upgrading windows until the sound and support assistant issues are fixed.

hope that helps.

[yoyo94]

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@phoenix1231 wrote:

An update.

I was unable to get support assistant to work, and was having to keep reinstalling the sound driver to keep the sound working.

So, I rolled back windows to previous build, and sound was working again.  But, support assistant was not.

I worked with hp support and reinstalling did not help.  What did finally work was unistalling hp support solutions framework, and then reinstalling support assistant.

It is now working again, but I'm going to wait on upgrading windows until the sound and support assistant issues are fixed.

hope that helps.

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Hi again. Thanks for the update.

Just to clarify, did you go to Programs and Features and uninstall HP Support Assistant and then HP Support Solutions Framework, restart your machine and reinstall the latest version of HP Support Assistant? Or did you install a particular version of it from a link?

Thanks again.