Support Assistant shows updates are available but does not find them when I try to install them.

[RGBellCSI]

The Support Assistance says updates are available for my Envy 750-114. When I click on the Updates icon it connects to the server, downloads the info and then says that there are no updates available. It does this daily. It is set to check for updates once a week. I am running Windows Insider Fast Ring and Windows updates are up to date. I have been running Insider builds for several years and this problem just started about two weeks ago. Is this related to being on Insider builds or is there something I can do to fix this? 

[Dragon-Fur]

@RGBellCSI 

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@RGBellCSI wrote:

The Support Assistance says updates are available for my Envy 750-114. When I click on the Updates icon it connects to the server, downloads the info and then says that there are no updates available. It does this daily. It is set to check for updates once a week. I am running Windows Insider Fast Ring and Windows updates are up to date. I have been running Insider builds for several years and this problem just started about two weeks ago. Is this related to being on Insider builds or is there something I can do to fix this? 

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Is this related to Insiders?

Could be related.  Weirder things have happened.  The fact that HPSA has worked for years is at least an indication that the HP Support Assistant is now (and should remain) compatible with whatever your Windows is doing.

The HP Support Assistant could be correct (or confused) in the sense that there is not very much of note in terms of "new" drivers for this computer.  Much of the software is dated 2015 and 2016, with a smattering of newer entries.  There is nothing listed for 2020, for example, and only seven entries dated 2019.

Source:  Software and Drivers for HP ENVY Desktop - 750-114

Regardless...

The database that is created (and then lives on your computer) that governs the behavior of the HPSA might be in need of being removed and rebuilt.  Removing both the HP Support Assistant and its companion software removes the data stored on the computer.  Installing a fresh copy of the HP Support Assistant (which also installs the companion software and rebuilds the data) might resolve the issues you are experiencing.

HP Support Assistant - Remove and Install

What to do?

1. Read (or at least scan) everything in the procedure to understand your options, then decide on a course of action.
2. Consider starting at “Complete Cleanup”

Procedure Details - HP Support Assistant – Remove and Install

Read sections, then decide if / how to proceed.

Reminder

There are settings to allow you to have the HPSA on the system without it updating your software "out from under you".  These settings allow you to use HPSA on your terms.

IMPORTANT

"No Magic"

If the problem is related to a corrupted database within the control of the HPSA, the "cleanup" and reinstallation of the HP Support Assistant software may help resolve any issue(s).

Cleanup and installation may fix general issues, primarily those having to do with a corrupted HPSA database on the client system.

Removal and (Re)Installation does not fix actual errors.  For example,

• HPSA cannot handle package error conditions. For example, HPSA cannot fix an error in the installation package itself.

• HPSA cannot understand – and therefore cannot correct - undefined error conditions. For example, the program code does not include instructions “every” type of error.

• HPSA has been reported on occasion to install the BIOS and then have issues with the installation itself or become tangled in the process of rebooting / completing the BIOS installation.  The obvious takeaway for IT professionals (and everyone else for that matter) is to always manage and update the BIOS as a separate, manually installed update (Download, Save, Install).

• HPSA is an Update only software - it cannot, for example, search out updates for software that is not already installed on the computer.  

• HPSA might suggest an update that is not the same as that which is available in the computer's own Software and Drivers Website Support pages.   

• HPSA may not handle a condition where the Operating System on the computer is not a supported Operating System version.  For example, if you are running Windows 10 and there are no supported software and drivers for Windows 10, HPSA may hang while trying to find non-existent drivers.

If there is a problem in the Windows File system,

Then

• The reinstallation procedure will likely make no difference to the results.

Reminder – Manually Update the BIOS

How to install BIOS Updates:

Always connect the computer to AC Power and leave the power connected during the entire BIOS update procedure.

Select the option to manually install the BIOS update.

HP Notebook PCs - Updating the BIOS (Basic Input Output System)

HP Desktop PCs - Updating the BIOS (Basic Input Output System)

Open HPSA Software

Settings > Set to “Notify” as opposed to “Auto-Update”

Save Changes > Restart the computer and log in

Open HPSA

Check for Updates > Use the list to determine candidates for update

• Click on each update in the list to see a short description of that package
• If BIOS is offered, simply set to “ignore” or otherwise remove this update from list of potential updates
• If desired:  Install other HP software and updates using HPSA or manually install those updates

Check Current BIOS version

Control Panel > icon view > Administrative Tools > System Information

System Summary - Check the information next to BIOS Version / Date 

==============================================================

“Regular” Uninstall - Remove the existing 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

NOTE:  If the software will not uninstall, appears to be removed and then shows up again, or is otherwise not “going away” when you tell it to do so, try an Uninstaller program.

Microsoft:  Fix problems that block programs from being installed or removed

OR

“Complete Cleanup” Uninstall of HPSA and companion software

Already in trouble?

• Stuck?  Cannot reinstall the HPSA software? 
• Standard installation works but does not actually help?
• Plagued by phantom messages for updates / action when no action is actually needed?

This "“Complete Cleanup” " option uninstalls the existing version of the HP Support Assistant and its companion software, HP Support Solutions Framework.  After that, a new, fresh copy of the HP Support Assistant can be installed (which will auto-install the HP Support Solutions Framework software).

                               ---------------------------------------------------------------------------

Reminder:  Before you start, it is best that your Windows Updates are already current and installed.

1. FIRST uninstall the HP Support Assistant

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

Important:  When / If asked whether you want to save any presets / personal HPSA information, respond to have your personal data associated with the program removed along with the HPSA software.

NOTE:  If the software will not uninstall, appears to be removed and then shows up again, or is otherwise not “going away” when you tell it to do so, try an Uninstaller program.

Microsoft:  Fix problems that block programs from being installed or removed

1. Restart the computer and log in

1. Next, Uninstall HP Support Solutions Framework software from Programs and Features

NOTE:  HP Support Solutions Framework is a subset of HPSA.  For this reason, HPSA must be uninstalled before the Solutions Framework can be removed.

1. Restart the computer and log in.

Final Check – Software is Removed

• After the software 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 is found in the list, click to uninstall it, Restart and log in.

Installation – HP Support Assistant

Download, Save, Install the latest supported HP version of the HP Support Assistant

Website / Download

HP Support Assistant

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

Optional - 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 and Troubleshooting for HPSA

READ:  Get help and Learn about the HPSA software

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

HP PCs - Troubleshooting HP Support Assistant - Windows 8.x and Windows 10

Nothing Works…

If the reinstallation of the HPSA / Solution software does not resolve the problem,

Or

if you decide for any reason to not use the HPSA to install the software,

Then

Download and install your HP Software and Drivers manually.

Help / How-to:  HP PCs - Downloading or Updating Software and Drivers

READ Sections

For example:

Update specific drivers in Device Manager

Find driver updates on the HP website

Device Home Page

Open Support Home

Enter the name of your device

Select category Software, Drivers & Firmware

Open All > Peruse the list > Select, download, save, install appropriate Software / Updates

Reference and Resources – Places to find help and learn about your Device

Clarification of terms and "what the device can do" (Specifications)

Device Homepage

NOTE:  Content depends on device type and Operating System

HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides, Service and Maintenance Guide (Replacement Parts and Procedures), Product Information (Specifications), more

Open HP ENVY Desktop - 750-114

When the website support page opens, Select (as available) a Category > Topic > Subtopic

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