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HP Recommended
HP EliteDesk 705 G5 Desktop Mini PC
Microsoft Windows 11

HP Support Assist version 9.13.85.0 (HPSA)

Before upgrade from Windows 10 to Windows 11 the HPSA icon always appeared in the bottom right Notifications Area so I had visual evidence that it was running in the background, but it no longer appears after the upgrade.

Windows 11 'Personalisation/Taskbar' does not show HPSA in the list so I cannot 'enable' it.

HPSA is set to check weekly on Sundays but I have no visual evidence that it is running in the meantime. Also, it does not appear in the 'Taskmanager/Backround Processes' list.

Does anyone else have this issue with Windows 11 and HPSA?

Is there a fix for it?

 

Thanks in advance.

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

@Wiganken 

 

Sure - could be a "bug".

 

What if not a bug?

 

If you did complete an in-place upgrade to change the OS to Windows 11, it is expected that some installed software will stop working.

 

Two examples (excluding that any other driver might certainly fail as well):

Printer software rarely survives any "upgrade" operations.

HP Support Solutions Framework (located in Programs and Features) can balk after a change to the OS version.

 

 

HP Support Solutions is located in Programs and Features

If the software has been installed since before the upgrade,

It might be broken, not functional, need to be removed.

 

Try / Consider

 

Open from Control Panel > icon view > Programs and Features

If found, Uninstall HP Support Solutions Framework software  (exact name might vary)

Restart the computer and log in.

 

   If removed, and if wanted again later,

   When / Where / If supported on the currently running OS version,

   HP Support Solutions can be reinstalled at Product Home

   Open Category Software and Drivers

   Select to use “Auto-Detect” to install HP Support Solutions

 

 

NOTES

If Auto-Detect fails to work on your upgraded OS version,

(which might also mean that HP Support Solutions would not reinstall itself)

then

Your Option:

Identify your OS version and Run the checks for updates using the manual method:

Open category Software and Drivers

Manually select the Operating System and Version

 

Many people in the world prefer the manual method, in fact.

Less intrusive, no extra resources running on the computer, less to break.

 

Speculation - Personal Observation

 

At this writing, there are no updates for 2022 for your computer. 

You do not need HPSA trying to check for updates that do not exist.

 

AND / OR

 

 If Auto-Detect fails to recognize your OS Version,

If the system then fails to install the HP Support Solutions, 

HPSA might not have any way to know which OS version is running.

This means the system would have no way to recognize the OS and no reason to run in the background.

 

What else?

Run Windows Updates to be sure your version of Windows 11 is current and installed.

If Windows Updates falls out of sync with other software, that software might not work as expected.

Is this the source of your issue?  Unknown.  Likely not.

 

 

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thanks!

Question / Concern Answered, Click "Accept as Solution"

 

 

Dragon-Fur

View solution in original post

13 REPLIES 13
HP Recommended

@Wiganken 

 

Welcome to the HP User Community.

 

Your version of the HPSA application is out-of-date. 

  • Normally the HP Support Assistant application is automatically updated through the Microsoft Store .
  • Perhaps because you "upgraded" rather than installing Windows 11, the Store application update process might have stuck, the application might be in a non-working condition, or the Store is unable to apply the update for reasons of its own.
  • Uninstall the HPSA app > If found, Uninstall the HP Support Solutions software > Restart the computer and log in > "Get" a new copy of the latest HPSA from the Store.

 

What else?

At this writing, there have been no new updates for your computer since 2021.

It is  normal that "updates" slow down as a system ages.

 

Optional: 

Switch OFF the HPSA check for automatic updates. 

Occasionally open your computer's Software and Drivers web page,

Open All Drivers > Open All > Check the list for anything new.

OR

Set the HPSA  application to "check for updates" as wanted

 

 

Details / Examples

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

Uninstall HPSA Application >> Apps

 

FIRST

Uninstall the HP Support Assistant Application

 

Settings > Apps > Apps and Features 

Search or scroll down and find HP Support Assistant

 Select the unwanted program  > Uninstall the software

 

NEXT

OPTIONAL

Open from Control Panel > icon view > Programs and Features

If found, Uninstall HP Support Solutions Framework software  

Restart the computer and log in.

 

   If removed, and wanted again later, HP Support Solutions can be reinstalled at Product Home

     Select to use “Auto-Detect” to install HP Support Solutions

 

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

 

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

 

Website / Information / Video / White Paper / Download

HP Support Assistant

 

OR

"Get" the HP Support Assistant application from the Microsoft Store

 

Restart the computer and log in

Open Windows Start

In the search bar at the top of the Windows Start menu,

Search for HP Support Assistant

When the application is displayed,

Right-Click on the HP Support Assistant app > Pin to Start

Right-Click on the HP Support Assistant app > Pin to Taskbar

 

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

 

HPSA_App_Settings_Auto-Updates_2HPSA_App_Settings_Auto-Updates_2

 

HP Device Support Home Page - References and Resources – Learn about your Device - Solve Problems

NOTE:  Content depends on device type and Operating System

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

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

HP EliteDesk 705 G5 Desktop Mini PC 

 

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thanks!

Question / Concern Answered, Click "Accept as Solution"

 

 

Dragon-Fur

HP Recommended

hi

@Wiganken  @Dragon-Fur 

sorry @Dragon-Fur 

just for answer to this

"Does anyone else have this issue with Windows 11 and HPSA?"

Under windows 10 there was an option, you could enable or disable the icon
I don't know the reason, but since windows 11 with new version (not tested with old ones), there is no longer this option
For some unknown reason, indeed the option no longer seems possible

 

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Windows 11 22h2 inside , user

------------------------------------------------------------------------------------------------------------
HP Recommended

@Prométhée 

 

No need to apologize!

 

OK.

I still have the options shown in the posted example in Windows 11 for HPSA > Settings

 

In the Start menu - options

 

Windows Start > find and Right-Click on HP Support Assistant

Pin to Start (or Unpin)

Pin to Taskbar (or Unpin)

plus

Move to top

App Settings (Opens Settings > Apps > Apps and Features > HP Support Assistant)

Uninstall

 

That being said, 

The HPSA app I have installed for Windows 11 is running on a supported Windows 11 machine (HP ProBook x360 435 G7)

Sure, might not be there for everyone or every system.

??

Yes, if something happens to one machine or user, it will most likely happen to someone else.

True - I don't have anything else to offer.

 

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thanks!

Question / Concern Answered, Click "Accept as Solution"

 

 

Dragon-Fur

HP Recommended

@Dragon-Fur and @Promethee - Thanks for your replies but nothing worked. I am still not seeing the HP SA icon in the Notification area at bottom right-hand corner.

 

I uninstalled the HP SA app and downloaded the latest version from HP website. It is still the same version that was installed before. i.e. 9.13.85.0 so my previous HP SA must have been up-to-date.

I then checked that the icon is showing in the Start menu and I can run it manually from there but it refuses to appear in the Notification Area.

It does not appear in Task Manager as running as a background process so I never know if it is running in the background.

It's just an annoyance really because I know I can run HP SA manually but it shouldn't be like that.

HP SA is set to update.png

HP Recommended

Incidentally I discovered that the HP SA app does not appear in the Microsoft Store when I searched there for it. I could only get it from the HP website.

After installation it then appears in the Microsoft Store 'Library' of installed apps so that it should get updated via that route in future.

 

Also HP SA is set to "Always" run in the background. See: -

HP SA App Setting.png

HP Recommended

Seems like a bug to me and maybe some future HP SA update or Windows 11 update might fix it so I'll call this thread Solved (For now).

HP Recommended

@Wiganken 

 

Sure - could be a "bug".

 

What if not a bug?

 

If you did complete an in-place upgrade to change the OS to Windows 11, it is expected that some installed software will stop working.

 

Two examples (excluding that any other driver might certainly fail as well):

Printer software rarely survives any "upgrade" operations.

HP Support Solutions Framework (located in Programs and Features) can balk after a change to the OS version.

 

 

HP Support Solutions is located in Programs and Features

If the software has been installed since before the upgrade,

It might be broken, not functional, need to be removed.

 

Try / Consider

 

Open from Control Panel > icon view > Programs and Features

If found, Uninstall HP Support Solutions Framework software  (exact name might vary)

Restart the computer and log in.

 

   If removed, and if wanted again later,

   When / Where / If supported on the currently running OS version,

   HP Support Solutions can be reinstalled at Product Home

   Open Category Software and Drivers

   Select to use “Auto-Detect” to install HP Support Solutions

 

 

NOTES

If Auto-Detect fails to work on your upgraded OS version,

(which might also mean that HP Support Solutions would not reinstall itself)

then

Your Option:

Identify your OS version and Run the checks for updates using the manual method:

Open category Software and Drivers

Manually select the Operating System and Version

 

Many people in the world prefer the manual method, in fact.

Less intrusive, no extra resources running on the computer, less to break.

 

Speculation - Personal Observation

 

At this writing, there are no updates for 2022 for your computer. 

You do not need HPSA trying to check for updates that do not exist.

 

AND / OR

 

 If Auto-Detect fails to recognize your OS Version,

If the system then fails to install the HP Support Solutions, 

HPSA might not have any way to know which OS version is running.

This means the system would have no way to recognize the OS and no reason to run in the background.

 

What else?

Run Windows Updates to be sure your version of Windows 11 is current and installed.

If Windows Updates falls out of sync with other software, that software might not work as expected.

Is this the source of your issue?  Unknown.  Likely not.

 

 

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thanks!

Question / Concern Answered, Click "Accept as Solution"

 

 

Dragon-Fur

HP Recommended

Hi

check this

https://h30434.www3.hp.com/t5/Desktop-Software-and-How-To-Questions/I-want-to-remove-the-hp-support-...

as I mentioned, there is no longer the option, as can be seen here
so indeed, it would not be a bug, but a redesign of the software

I wanted to try an old version, if possible but did not have the time

 

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Please remember to mark the answers this can help other users
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Desktop-Knowledge-Base
Windows 11 22h2 inside , user

------------------------------------------------------------------------------------------------------------
HP Recommended

@Prométhée 

 

OK, one more pubic comment

If I still do not understand what you mean to say,

OR

If I am simply wrong about the content (possible, of course),

Let us call it even. 

Smiling.

 

Why the differences?

Unsure - could be a matter of our interpretation of the original question.

 

 

There are separate types of HPSA, that is, the HP Support Assistant.

 

1 ) HP Support Assistant > Software Type

 

HP Support Assistant Softwarewhen installed, is located in Programs and Features

and  includes

HP Support Solutions Framework (companion software to HPSA)

When installed, HP Support Solutions Framework is located in Programs and Features

 

The software type of the HPSA, that is, the HP Support Assistant software - primarily versions 8.x and older - (that is) installed into Programs and Features, does behave differently than does the application type of the HPSA. 

 

The Software type is the original format of the HP Support Assistant.

Some older machines cannot run the newer format due to Operating System version or hardware.

See the HP Support Assistant Website for information.

 

Website / Information / Video / White Paper / Download

HP Support Assistant

 

Technical white paper - HP Support Assistant 9.0

 

In the software type, the setting to add / remove the icon from the task bar is offered in Settings.

 

HPSA_Settings_V8.8.X_1HPSA_Settings_V8.8.X_1

 

OR

2)  HP Support Assistant > Application Type

 

Starting with version 9.x, the HP Support Assistant has been rewritten and presented as an application.

 

HP Support Assistant Application, when installed from the Microsoft Store, is found in Settings > Apps > Apps and Features

 

NOTE: The “latest version” will change as new versions of the app are introduced.

 

The application type of HPSA that is available from the - any version 9.x and above - is indeed a redesigned interpretation of the HP Support Assistant software.

 

One of the differences:

Like other "apps", the HPSA is added or removed from the Start menu and Taskbar using the application controls.

 

Pin apps and folders to the desktop or taskbar 

 

NOTES

  • The installed software version of the HPSA might be listed in both Programs and Features and in Settings > Apps > Apps and Features.
  • The installed application version of the HPSA is listed in Settings > Apps > Apps and Features
  • The two types are not compatible - that is, you cannot have both installed on the system as the same time.
  • Application version of the HPSA is now far more common. 
  • I have maintained an older version of the HPSA software on one Windows 10 for testing.

 

Windows_Start_W11_Apps_HPSA_Options_1Windows_Start_W11_Apps_HPSA_Options_1

 

Thank you for participating in the HP Community.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Helpful = Yes to say Thanks!

Question / Concern Answered, Click "Accept as Solution"

 

 

Dragon-Fur

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.