HP Support Assistant

[Memaw69]

I have a print screen document that shows the issues I am having I would like to send it to support to get help, but I do not know where to email it.

[VikramTheGreat]

Hi @Memaw69,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

Are you experiencing an issue with an HP printer, or is the issue related to your HP Pavilion - 17-ar050wm laptop itself?

If your problem involves printing or scanning, it may be a printer-related issue rather than a laptop issue.

If It’s a Printer Issue:

Here are a few quick steps you can try before sending screenshots:
 

1. Check Connections
   • Make sure the printer is powered on and connected (Wi-Fi or USB)
      
2. Run HP Smart
   • Download from: HP Smart - Free download and install on Windows | Microsoft Store
   • It auto-detects and fixes many common issues.
      
3. Reinstall the Printer Software
   • Go to Official HP® Support
   • Search for your printer model and install the Full Feature Software
      
4. Try Printing a Test Page
   • Go to Control Panel > Devices and Printers
   • Right-click your printer > Printer Properties > Print Test Page

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support

[Memaw69]

I am going to try to attach a couple of images with a description of my issue. Hope fully you can see both. My issues is the area that is highlighted in yellow.. 

[VikramTheGreat]

Hi @Memaw69,

Thank you for getting back. I was not able to find any images. Could you please re-check, and if possible, share it in a private message so I can try to help you better

Take care and have a good day.

VikramTheGreat

HP Support

[Memaw69]

If I could get an email address, I could send the images but for some reason when I attempted to attach the images it did not save them.

[VikramTheGreat]

Hi @Memaw69,

Thank you for letting me know. I am sending a Private message link. Please see if you can try to send 1 image at a time in a private message, and let me know if you can send.

To access your private messages, simply click the private message icon in the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number because we value your privacy.

VikramTheGreat

HP Support

[Memaw69]

I just sent you to messages with the images 

[VikramTheGreat]

Hi @Memaw69,

Thank you so much for sharing the images — they help us understand what you're seeing on your screen. I just want to make sure we’re supporting you in the right direction.
 

Earlier, you mentioned you were having trouble with printing. Could you please confirm if you're still facing issues with your printer, or if the main concern right now is just with your PC’s performance?
 

From the image you shared, I can see that you’ve opened the HP Support Assistant — that’s a great step. If you look closely at the Protection section, there should be an option next to it that you can click. This will let you check if the protection features are turned on. It’s also a good idea to take a moment and check your antivirus status — sometimes, if it’s expired or not functioning properly, it can cause slowdowns or other unexpected behaviour.

 I hope this helps. Keep me posted.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support

[Memaw69]

I actually am not having issues printing. The issue I have is dealing with the images I sent you. I am wondering why on one of my computers is shows that the Virus Protection is off for the computer I am not using, but when I am on that computer it is showing that the Virus Protection is on.

[VikramTheGreat]

Hi @Memaw69,

Thank you for getting back.

Thanks for clarifying! What you're describing sounds like a sync or reporting delay between HP Support Assistant and Windows Security Center across your devices. Here's why this might be happening:

Why One Computer Shows Virus Protection as Off (Remotely) but On Locally

1. HP Support Assistant May Not Be Updating in Real-Time
   • It might be showing a cached or outdated status for the other computer.
   • Especially if the remote computer is asleep, offline, or not recently synced, the status may not reflect the current state.
      
2. Windows Security Center Reports Locally
   • When you're on the computer itself, Windows Defender or third-party antivirus reports directly to the system, so it shows the correct status.
      
3. Network or Firewall Restrictions
   • If the two computers are not on the same network or if firewall settings block communication, HP Support Assistant may not retrieve the latest status.
      
4. Multiple Antivirus Programs
   • If you have more than one antivirus installed (e.g., Windows Defender + Norton), it can confuse reporting tools like HP Support Assistant.

What You Can Do

• Open HP Support Assistant on the computer that shows the incorrect status and click “Check for Updates and Messages”.
• Restart both computers and ensure they are connected to the internet.
• Manually run a virus scan on the computer in question to refresh the status.
• Ensure Windows Security Center is enabled and reporting correctly:
  • Go to Settings > Privacy & Security > Windows Security > Virus & Threat Protection.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support