HP Support Assstant not updated with product image

[GadgetShowTech]

Hi!  I recently bought a new laptop at Christmas, and in the Support Assistant, the device is listed, but no photo is shown.  It is just an outline of a laptop.    I rang support, and we removed and re-added, but it is the same. 

I find this disappointing since there are photos all over hp store page.   

This HP Omnibook seems to have been out since 15 May 2025 or earlier. 

My previous laptop is listed with a photo.  

I'm not the first to post about the product image not being in HPAS .  Support Assistant won't show picture of laptop device 

[Deep_World]

Hi @GadgetShowTech,
 
Welcome to the HP Support Community!

Thanks for reaching out!

Sorry for the inconvenience caused don’t worry let me help you.

To better understand the issue, could you please provide a few more details?

• Which version of HP Support Assistant are you currently running (you can check under About in the app)?
• Did you install all the latest Windows and HP updates after setting up your laptop?
• Have you tried signing out and back into your HP account within Support Assistant?

Troubleshooting steps you can try:

1. Update HP Support Assistant
   • Visit the https://support.hp.com/in-en/help/hp-support-assistant  and ensure you have the latest version installed. Sometimes the image database updates only with newer builds.
2. Run HP Support Assistant updates
   • Open the app → My devices → select your Omnibook → click Updates → install any pending updates.
3. Clear cached device data
   • In Support Assistant, remove the device again, then close the app.
   • Navigate to C:\ProgramData\HP\HP Support Framework and delete cached files (this forces the app to reload fresh metadata).
4. Check HP account sync
   • Make sure you’re signed in with the same HP account you used when registering the laptop. Sometimes images are tied to account/device registration.
5. Wait for catalog refresh

• In some cases, HP releases catalog updates gradually. Since the Omnibook is relatively new (mid‑2025 release), the image library may not yet be fully updated in Support Assistant.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 

Take care and have an amazing day ahead! 

Best regards,

Deep_World

 

[GadgetShowTech]

Version: 9.51.14.0 (probably more up-to-date than yours, especially the HP website, which has the previous version). Screenshot below.

Can you confirm if an image is available for this? Please post a screenshot.

If not, please do not insult customers with this unnecessary troubleshooting nonsense.

[Deep_World]

Hi @GadgetShowTech,

Thanks for your response, I completely understand your frustration seeing your new HP Omnibook show up as a generic outline in Support Assistant while your older laptop displays a proper image does feel disappointing. Thank you for already trying the usual steps with support; I know repeating troubleshooting can feel unnecessary. To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

You can use this link as well: 

Private Messages - HP Support Community

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Best regards,

Deep_World

[GadgetShowTech]

Can you confirm if an image is available for this? Please post a screenshot.?

If not, please do not waste customers time with this unnecessary troubleshooting nonsense.