HP Support Assistant not working - (the download says already a newer version)

[Radar103]

The HP Support Assistant has stopped working on this desktop. I get the splash screen but nothing else. I try  downloading what should be the latest version from the HP website (sp86979.exe) but when I run it, it says "A newer versions of HP Support Assistant is installed. Setup will now close."   Any ideas of what to try?  Thanks!

[Dragon-Fur · Accepted solution]

@Radar103

I had to dig at the exe file a bit - turns out the download, at this writing, is version:  8.6.18.11

If you already have that version, you already have the recommended version of the HPSA (HP Support Assistant).

If you intend to start over, that is uninstall the existing version and install the download, try / consider the following procedure to "clean install" the HPSA.

When uninstalling HPSA, select to remove your personal information AND follow the instructions to remove the HP Solutions Framework software.

Will that help?  Maybe - there are a number of reasons that HPSA fails to capture, download, install updates.  A few of these can be resolved by reinstallation of the software.

Procedure Details - The HP Support Assistant – Remove and Install

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

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 intend to uninstall the HP Support Solutions Framework (from Programs and Features), FIRST uninstall the HP Support Assistant and Restart the computer. Uninstall Framework software from Programs and Features. Restart the computer and log in.  NOTE: Framework (re)installs with the HPSA.

• 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 and uninstall it, Restart and log in.

Download, Save, Install the latest version of the HPSA

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, 😎

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

Device Homepage

Drivers / Software and BIOS, Videos, Bulletins/Notices, How-to, Troubleshooting, Manuals, Product Information, more

HP ENVY Desktop - 750-114

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[Radar103]

Thanks so much.... that did it!

[Dragon-Fur]

@Radar103

You are welcome.

Have to love it when a plan comes together.  Smiling.

Happy New Year 2019 !

Thank you for participating in the HP Community Forum.

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