HP Support Assistant Fails to load.

[Chris_King]

Hi DTaylor887

I think what annoys me more, is the fact I am happy to offer and unlimited Zoom call for any HP assistant/engineer to troubleshoot both the HP support assistant AND my SD card reader to identify if that is a hardware issue or a Windows issue. My thoughts on the 2nd problem is hardware, as it was working 100% and I was formatting my SD cards fine, in covid lockdown, my PC has been on 24/7 since March 12th when i was then stuck home working, so its only ever rebooted due to windows updates or other software updates that have forced a reboot.  

Its been used all September with no issues on the SD card reader, and now suddenly its allowing a read of the SD cards, but refuses to format? To me this sounds hardware?  I am tempted more and more to escalate to CEO of HP for this as its ridiculous!

[DonT54]

I wanted to add that I started a thread about HPSA as well and a new thread by another member was started several hours ago about HPSA that is having the same problem. There is clearly something wrong with HPSA. I also wanted to point out and I started a thread about this as well but have you noticed that HP updates are now coming though Win 10 Updates instead of HPSA updates and they are being put under optional updates. I know a few weeks ago my wife and I got flooded with optional  HP updates in Win 10 and did not get a one in HPSA. Hopefully we will hear something soon about all of this.

Regards,

Don

[The_Fossette]

@Chris_King

I recommend you contact support to further diagnose the issue.

Here is how you can get in touch with support.

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

Cheers!

[Chris_King]

Hi The Fossette

I am not meaning to be rude here, but this has ALREADY been emailed to me earlier in this thread, its a TOTAL waste of time as HP Support online DO NOT WANT to want to be a remote session to trouble shoot, so far TWO customer support agents have just ignored all my requests to resolve this!

So far
I have repeatedly requested a remote session - Result: IGNORED
i have repeatedly asked them to message or set up a call for specific date/day and time - IGNORED

I have repeatedly stated I want the remote session to identify 100% its a hardware fault and not a Windows Fault - IGNORED

I have repeatedly stated I want the remote session to fix and troubleshoot HP Support Assistant - IGNORED

I have repeatedly stated that I DO NOT WANT TO REINSTALL WINDOWS until I know 100% its a hardware fault - IGNORED

The support agent never wants to do any of the above and after offering me various solutions which don’t work (which I’ve already tried numerous times)  just said you need to back up your system and reinstall windows and is not prepared to investigate any further.

What is the point to back up ALL my installation, format the PC, restore everything and then find the fault remains? 
The PC has been on 24/7 since March 2020, apart from reboots after Windows Updates forced them, the machine has NOT had any other software installed and it was working fine on the SD card reader, it was only when I went back to format a new SD card, I found it could read it and not format. 

Shall I continue.

Why do HP refuse to listen and acknowledge my request? 

[Xavier-M]

Hi @DonT54 and @Chris_King - Thank you for reaching out to us. I was brought to this thread for a resolution. I am the PM for HPSA and rest assured, I will make sure HPSA works correctly for both of you guys even if I have to setup a remote session with you guys individually. 

Can you guys confirm the message you are seeing in HPSA loading screen is saying: "Application enabling services currently unavailable"

[Chris_King]

What is happening with my one is it loads up, it starts to display the main application  it even manages to display my avatar, and also the sidebar with the mailbox etc, however then I get a spinning circle in the middle of the screen and it just literally spins round continuously.

I cannot close the session, kill the session or anything, The only way to terminate it is using task manager. 
My PC is using McAfee antivirus, but this has been on my PC for over a year, HP support assistant worked fine even with that and the HP support icon has always been sitting in the task tray with no complaints, it was only when I was trying to open the application recently to see if there are any new drivers available that it came up with the problem, it wouldn’t load  it at all then but it did tell me there was a new version which I then. subsequently download it and even that wouldn’t load.

To be honest the level of support I’ve had from HP on this machine has been appalling, I have actually got a Microsoft laptop and I have never had to reinstall the operating system on there at all and it gets used just as much. 

There is only so many times you can re-install an operating system on a PC before getting fed up, and  the next time I have to buy a new PC I will be avoiding HP like the plague.

The amount of hours wasted backing up the system or wiping it and then re-installing everything again plus finding any relevant passwords or license keys to reinstall all your applications is just time-consuming and just a waste of time. I don’t have to do this on any other laptop because I never have to reinstall the operating system so why is HP giving me all this grief??

Chris 

[Xavier-M]

Hey Chris,

Thank you for the information and yes I absolutely agree, re-installing Operating System is definitely not the solution.

Some background: We released a new version of HPSA on Monday 11/02 and unfortunately it had caused a malfunction which prompted us to remove that version causing you to see that hang. We are working tirelessly to resolve this issue ASAP. Our current ETA for this fix is by Monday 11/9. I will be back here on Monday and will provide you link with a new install to resolve this issue. We sincerely apologize for this inconvenience.

Can you tell me if this issue is just recent or it's been happening for a long time? I would ask that we try the new version I provide on Monday and if that still does not resolve the issue, I will personally reach out to you and make sure you have a proper working HP Support Assistant.

Thank you for you patience! 

[Chris_King]

Hi Xavier

I tend to leave HPSA running on the taskbar, where it has been since my last PC complete reinstall, however it has been awhile since it was opened to use and here we are talking a few months, it was only when I started experiencing an issue with one of my windows usb drivers that I opted to use HPSA to actually try and check for any subsequent updates to see if it would resolve that problem that I realised that this was no longer working.

Additionally when I uninstall the current version I’m never prompted to save my settings, save my details or save any of my account information it just uninstalls.

So of course when I re-install it the issue returns exactly the same as it was, I even have an older version of HPSA which I have tried to install initially to see whether the older version will work but alas I get the same problem

The windows driver problem is reporting problems with a Mass USB storage device, I have unplugged all USB items but the problem still persists.

I know the problem is NOT related to any normal or external USB socket because all devices plugged into these are working fine, Plus each one has been tested  and is working perfectly

The actual problem is related to the internally mounted SD  card reader which was working perfectly as I had been formatting SD cards on it sometime earlier in the day.
Now for some reason it is only allowing the SD card to be read from. In other words you can open the SD card device when a SD card is plugged in, and looks like it is operating perfectly, but as soon as you try and format the card or do any form of write to it, The error that it gives is that the lock slide switch is on which it is not, The SD card itself (and other new SD cards) has been tested on multiple PCs and format perfectly, The SD card reader driver has been uninstalled and reinstalled.

The latest SD drivers have been downloaded from the HP website but this makes no difference.
I have even got an application that fixes and sorts drivers that are not working and even this can’t fix it,

The error  is device error 10, Which is very generic. I ended up buying an external USB card reader and this works fine in one of the existing USB sockets.

I have worked in IT and technology in excess of 40 years building PCs and installing operating systems so I’m fully fluent with troubleshooting and analysis and believe me I have tried hundreds of different routes to resolve this issue.

The only option given to me by HP is ‘reinstall Windows’ which to me I do not feel at this present moment in time is the correct solution, considering I have reinstalled Windows on this PC fairly regularly and as yet have not been able to have any support agent confirm that the card reader hardware is faulty And reinstalling windows would resolve the problem.

[Xavier-M]

Hello Everyone,

Thank you for your patience. Those of you whose HPSA is working normally, please Do NOT take any further action as you are updated from store directly with v9.6.839.0.

Those of you who are still struggling with this issue:

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.

If any of you see an issue with installation or following the steps above, please let me know here as I will be watching this thread everyday for a while until I feel confident that everyone is now back to normal.

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

-HPSA PM 

[Xavier-M]

@Chris_King - Regarding the SD issue you are having, it's bit strange that it's behaving that way. The fact that your external SD card reader is working as expected makes be suspect that this could be Hardware related. Once your HPSA starts working normally (follow my last post), HPSA does have a Virtual Agent Bot that you can give it a try with your issue, if the problem still persists, you may reach an live agent via HPSA if you are still in Warranty to help you further assist.