Problems logging into HPSA App after reinstalling Windows 11

[Rado87]

Hi everyone,

I recently performed a clean reinstall of Windows 11 on my HP Pavilion All-in-One - 24-xa1007na (Product ID: 7DZ60EA). Everything works fine except HP Support Assistant (HPSA).

Whenever I try to log in to HPSA with my HP account (email and password are correct and work fine on the HP website), I keep getting an "unexpected error" message. No error code, just a generic message, and the login fails every time.

Here’s what I’ve tried so far:

- Uninstalled and reinstalled the latest version of HPSA from the official HP site

- Reset the app via Windows settings

- Checked my system clock (it's correct and synced)

- Disabled firewall and antivirus temporarily

- Ran the app as administrator

- Confirmed my HP account works fine via https://my.hp.com

Still no luck — the error keeps showing up whenever I try to sign in.

Any ideas on what might be causing this? Is there a known fix for this issue after reinstalling Windows?

Would really appreciate any help!

Thanks in advance.

Best regards,
Rado

[VikramTheGreat]

Hi @Rado87,

Welcome to the HP Support Community.
 

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

You've done a thorough job troubleshooting your HP Pavilion All-in-One - 24-xa1007na after a clean reinstall of Windows 11—great work checking all the basics like reinstalling HP Support Assistant (HPSA), verifying your HP account, syncing your system clock, and even testing with antivirus and firewall off.
 

Based on what you've described, this appears to be a known post-reinstallation issue where HPSA has trouble syncing your account due to a corrupted authentication cache or missing dependencies that don’t always reinstall correctly with the OS.

1. Completely Remove and Reinstall HPSA

Even if you've already reinstalled it, try a clean uninstall:

1. Open Control Panel > Programs > Programs and Features.
2. Uninstall HP Support Assistant and HP Support Solutions Framework (if listed).
3. Delete the folder:
4. C:\Program Files (x86)\Hewlett-Packard\HP Support Framework
5. Restart your PC.
6. Download and install the latest version: HP Support Assistant | HP® Support

2. Install or Repair .NET Framework

HPSA requires .NET Framework 4.5 or later.

• Go to Settings > Apps > Optional Features > Add a feature.
• Search for .NET Framework 3.5 and install it.
• Also, ensure .NET Framework 4.8 is enabled in Windows Features.

3. Try Signing In via the HP Smart App

Some users have reported that signing in via the HP Smart app first, then launching HPSA, resolves the login issue.

• Download HP Smart from the Microsoft Store.
• Sign in with your HP account.
• Then open HPSA and try signing in again.

I hope this helps.

Take care, and have an amazing day!
 

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Regards,

VikramTheGreat