HP Support Assistant version 9.6.838.0 updated from Microsoft Store stop working

[John-UK]

Just chatted to HP support in UK.  The reason why the HP Support Assistant is not working is that HP have not adapted the HP Support Assistant yet for the newer version of Windows, which is Windows 10 20H2.  They hope to do so by end of the year.

So if that's the version you are running it will not work until the fix is out. Seems to work ok on Windows 10 2004 though, perhaps thats the version 

[John-UK]

Update - HP Support in the UK got back to me on this issue.  Suggested a workaround, presumably because Windows Settings' APPs utility did not completely remove HP Support Assistant and this blocks the reinstall.

They suggested the following, which has worked thus far:

- open File Explorer;

- open C Drive;

- open Programme Files (X86);

- open HP folder;

- open HP Support Framework;

- find Uninstall HPSA, right click on it and Run as Administrator;

- when asked if you want to keep your settings and preferences select No, HP Support Assistant should now say its has uninstalled;

- download new copy of HP Support Assistant from: https://www8.hp.com/uk/en/campaigns/hpsupportassistant/hpsupport.html

This worked for me running Windows 10 20H2, hopefully it will for you too.  Incidentally, my laptop running Windows 10 2004 had no such problem,  Windows Settings' APPs utility completely removed HP Support Assistant and allowed a clean download.  So it does seem to be linked to the Windows 10 version.

Good luck!

[Xavier-M]

@Sanchai I have PM'd you with instructions and for those who are still having this issue, please follow the steps below:

1. Right-Click on your Windows Stat Menu and click Apps & Features

2. Scroll down until you find HP Support Assistant

3. Click on Uninstall 

4. A dialog will appear for "Keep Preferences", Click No

5. Close any browser window that may open up.

Note: If you don’t currently have HPSA installed and are seeing that message "A newer version of HPSA is installed" Please proceed with Step #6 below:

6. Go to our HPSA page: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html

7. Before you click on download HPSA button, press Ctrl+R button on your keyboard to clear any browser cache. Then click on the download button

8. Once downloaded, open the file and continue clicking Next button and let the installation finish. Once installed successfully, you should see a prompt "HP Support Assistant has been installed successfully"

9. Click on your start menu and type: HP Support Assistant or HPSA icon on Desktop and open the app and it should open normally as before.

Thank you for the patience as we worked through this issue and sincerely apologize to everyone's inconvenience.

-HPSA PM