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Unable to get list of messages and updates

HP Pavilion Desktop PC 570-p0XX
Microsoft Windows 10 (64-bit)

Hi,

Recently, the HP Support icon has stopped showing when there isany new messages. 

When I try to "Check for Updates and Messages" in the Support Assistant, the "Downloading Messages and Updates Definition" is showing an'X' and the other lines 'Ticks'.

Does this just mean there are no Messages or Updates, or is there something wrong?

 

Thanks for any Help.

paul woods

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Unable to get list of messages and updates

@woodspd

 

There are lots of reasons the HP Support Assistant balks, stops, whirls, and even works as expected.

 

In general, when / if the HPSA stops working (or you suspect it is not working correctly), the "fix" is to remove the program (uninstall), possibly even removing your "personal" HPSA information (if you know the program is trashed, if you suspect the program is trashed, if you "want to start fresh"), then download-save-install a fresh copy of the program.

 

Read sections, then decide how to proceed.

 

Option - The HP Support Assistant – Remove and Install

 

Install the Latest version of HP Support Assistant

 

Remove the old version of HPSA

Control Panel > icon view > Programs and Features 

Scroll down, find, Uninstall the HP Support Assistant

After the uninstall is completed, Restart the computer and log in

 

NOTES

For "complete" cleanup of the old version of the HP Support Assistant:  When / If asked whether you want to save any of the presets / personal HPSA information, respond to have any (personal) data associated with the program removed along with the HPSA software.

 

If you also wish (or need) to remove the HP Support Solutions Framework (from Programs and Features), FIRST uninstall the HP Support Assistant and Restart the computer; the Framework software can then be removed / uninstalled from Programs and Features.

 

After the HPSA is uninstalled (and the computer is Restarted), check to ensure the software is actually “gone”.

 

Settings > Apps > Apps & features >

Scroll down the list, look for HP Support Assistant (and / or HP Support Solutions Framework)

If the stubborn software found in the list, click on the software and uninstall it.

 

 

Download, Save, Install the latest version of the HPSA to your computer

 

Website / Download

HP Support Assistant

 

  • If you have ‘Admin’ control, you may highlight the package and “double-click” to install it, else Right-Click, select run as Administrator and install.
  • After the software is installed:  Restart the computer and log in

  

After the software is installed, PIN the program to your Windows Start Screen

 

Windows key (Start) > list "All apps" > open category "H"

Click open category HP Help and Support

Right-Click on HP Support Assistant PIN to Start

 

Help for HPSA

 

HP PCs - Using HP Support Assistant (Windows 10, 8, 7)

HP PCs - Troubleshooting HP Support Assistant (Windows 10, 8)

 

                                       ++++++++++++++++++++++++++++++++++++++++++++++++++

 

Manual Updates

 

If all else fails, you have the option to download-save-install your HP software and updates.  (Millions of people do it this way by choice.)

 

If you HPSA program works well enough to at least list the possible updates, use that list as a reference when you check your computer's Software and Drivers Website.

 

Open HPSA > Settings > Set the program to Notify you but not to download or install updates.

HPSA_Settings_3A.JPGHPSA_Settings_3A

 

Your Drivers:

Software and Drivers - HP Pavilion 570-p000 Desktop PC series

 

 

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Click Thumbs Up on a post to say Thank You!

Answered? Click post "Accept as Solution" to help others find it.

 

 

 

 

Kind Regards,
Dragon-Fur
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Hi Dragon-Fur, did as you suggested, and uninstalled/reinstalled HP Support Assistant, and the Framework, but that did not resolve the issue.  Still getting "X" in Grey circle.

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@woodspd

 

I do not have a "for sure" solution.

 

Completely removing the HPSA and the Software Solutions Framework, Restart, Install HPSA is the main method of dealing with the problem of updates not listing.

 

HPSA can fail for several reasons, some of which are not in your control (server problems on the HP side, service problems in your Internet (connection not stable, file system errors in Windows, others).

 

Important

Everything from here on to the end has been written "on the fly".  This is, at best, a poor substitute for careful planning.  There may be errors, missing bits, or odd phrasing.  My apologies for any oddities.

 

 

 

 

@woodspd > The following note does not apply to your computer; your machine supports Windows 10.

 

A Note to Those Reading: 

The most common reason for update list failure is that HPSA is looking for Updates for an unsupported Operating System.  IF you have migrated your computer beyond the supported Operating System version, HPSA is not (at this writing) smart enough to know you are looking for unsupported drivers for an unsupported Operating System version.  HPSA will spin, whirl, crash, or otherwise show distress.  If you have migrated your computer beyond the originally installed Operating System version (for example, Windows 7 to Windows 10), open your computer's Software and Drivers Website support page to see if that are any updated software / drivers for your computer.

 

Thoughts on HPSA that will NOT provide list

 

Restart Everything

  • You could try restarting everything, including your router.  IF the issue is some sort of "block" in your network, restarting all the devices might help.  (Unlikely to help, the option easy to try.)

 

Event Viewer

  • If you skill set is up to it and the problem is worth the hassle, you could search the Event Viewer for underlying cause of the problem.  The "event" that triggered the failure may - or may not - be in the logs.  Finding the data is the next challenge - then you have to interpret what (if anything) you find.   The exercise is not for the "weak of purpose" - this is system work and not a casual "Look at the Log File".

Example:

Windows key + X > Select / Open Event Viewer 

Expand Windows Logs > Application

Find (right column under actions) keyword "HP"

 

 

Manual Updates

  • Choose to update your software / drivers manually.  Thousands of people do this so retain control of what is installed and when the installation is completed.  The first time you do this, the procedure can be painful if there are many updates.  Thereafter, it is easy to maintain the computer with a regular check of the Software and Drivers Website support page.

  

  

HP Updates – Manual Download and Installation

 

Open Software and Drivers - HP Pavilion 570-p000 Desktop PC series

 

  • Download list. (Icon to the right of the date - "lines, arrow, +box")

 

NOTE:  When a driver is added to the list, the little "plus" changes to a "Check" mark.

 

Method - Manual Update  - Check Most Recent Software / Drivers in the List

 

  • Expand one Software / Driver Category at the time. Ignore the BIOS updates; these should be installed alone and after other updates have been installed.
  • If the latest software / driver is recent (say within the past year),
    • If the software / driver is appropriate for your hardware,
    • Add the software to the Download List.

Else

  • Open the Details on the driver, read the information, decide whether to add to the Download list:

 

  • Check the driver details – some drivers, for example, those for graphics, are particular to the machine on which they will be installed.
  • If you do not know what kind of hardware you have in your computer, open the Device Manager > click open the category (for example Graphics), Right-Click on the Device > Properties > Details / Drivers to see information.
  • Add the software to the Download list

 

Method  - Manual Update - Check Everything in the List

 

Expand the entire list of software.

Boxes_Plus.JPG

Boxes_Plus 

 

  • Scroll down the page and Close the BIOS Update category. BIOS updates are best installed alone and after other updates have been installed.

 

  • Search the list for recent updates.
  • For example,
  • Cntrl+ F search for 2018
  • Highlight All

 

  • Check the list.

 

  • If more than one driver from a category is listed,

 

  • Check the driver details – some drivers, for example, those for graphics, are particular to the machine on which they will be installed.
  • If you do not know what kind of hardware you have in your computer, open the Device Manager > click open the category (for example Graphics), Right-Click on the Device > Properties > Details / Drivers to see information.

 

  • If the software / driver is one that you think / know needs to be updated,
    • Click the icon to Add the Driver to the Download List.

 

  • After all the drivers are added the download list, scroll to bottom or top of page and open the Download list. Download the drivers to the computer.

 

NOTES

 

In general, install in the order the drivers are found in the support page.  This means, for example, that Chipset drivers (if included in the list) are installed before other drivers further down.

 

Windows is smart enough to refuse to install a driver that is already updated - you will receive a message / error that states the driver is not appropriate (wording varies).

 

After you have completed the entire procedure one time, simply come back on occasion (once a month for “newish” machines) and track any recent updates.  Download and install at your discretion.

 

                              +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

 

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

 

Kind Regards,
Dragon-Fur
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