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taherte2
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HP Support Assistant not working

HP Recommended
Pavilion 570
Microsoft Windows 10 (64-bit)

I had this problem on my laptop and a computer repair shop was able to resolve it, but now I have the same problem on my desktop computer:

 

I'm running HP Support Assistant version 8.8.24.33. When I run "Check for updates and messages", it runs through the steps but the "Downloading messages and updates definitions" step always displays an X in a circle and there are no updates listed as available. I have uninstalled and reinstalled HPSA several times and performed a system recovery from the recovery partition. HPSA worked for awhile after the recovery but is not working again.

 

I can't keep doing recoveries because of all the time it takes to reinstall and configure the application software. When I tried to resolve this on the laptop, support was unable to fix it and I had to pay a computer repair shop to fix it.  This desktop is still under warranty. Any suggestions on how to get help to resolve this problem so I can keep the drivers and BIOS updated?

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Dragon-Fur
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HP Recommended

@taherte2 

 

Product, one of three:

Matching products for United States (3)

 

HPSA is really good software - and yet it just doesn't work for everyone.  For example, HPSA requires a really solid Internet connection -- all the way from your computer to the server that holds the updates and all the way back -- so many things can happen to little data packets on a long journey... Most of the "things" that might happen are bad for the data.  

 

About the best you can do is to completely is a "complete cleanup" to remove, clear, and then reintroduce the software to the computer.

 

  1. Uninstall the HP Support Assistant and its companion software (HP Solutions Framework) - Use the "complete cleanup" procedure described later in this message.
  2. Restart the computer and log in.
  3. Download-save-install a fresh copy of the HPSA. 

Note that the companion "Solutions" software will be (re)installed when you install the HPSA.

 

 

HP Support Assistant - Remove and Install

 

NOTES

 

Windows in “S” Mode and the “S” mode version of the HP Support Assistant

 

  • The latest version of the HP Support Assistant supports Windows in S mode.
  • This was not the case in previous versions of the software where the “S” mode version of the HPSA software was available from the Windows Store.
  • It may be necessary that you completely remove existing versions of both the HP Support Assistant and its companion software HP Support Solutions Framework before you (re)install the newer version. See the “Complete Cleanup” procedure described below.

 

Stuck?  Cannot reinstall the HPSA software?

 

The "complete cleanup" option described below may work to uninstall 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).  The procedure does not usually clean up a "S" mode issue.

 

 

 

Procedure Details - HP Support Assistant – Remove and Install

 

Read sections, then decide if / how to proceed.

 

IMPORTANT

 

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).

 

For example, cleanup and installation may help

 

  • If the program cannot handle a certain type of error condition (for example, there is an error in the update package itself),
  • If the software cannot understand the problem (the program code does not include instructions for a particular type of issue)

 

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:

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

If BIOS is offered, set to “ignore” or otherwise remove from list of potential updates

Install other HP software and updates using HPSA or manually install those updates

 

“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

 

If you are having problems installing your HP Updates using the HP Support Assistant, use "complete cleanup” steps to remove and then reinstall the HP Support Assistant.

 

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

 

Essentially, the "Complete Cleanup" simply means that you uninstall HPSA > Restart > Uninstall the HP Support Solutions Framework > Restart > Download and install a fresh copy of the HPSA software > Restart

 

 

  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.  Framework will (re)install if / when the HPSA is installed.

 

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. 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

Section: Find driver updates on the HP website

 

Example

Open Support Home

Enter the name of your device

Select category Software, Drivers & Firmware

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

 

 

 No Joy

If all else fails, you have to option to do what thousands of people do by choice: manage, check-for, and install your HP drivers and software manually.  This is not as bad as it sounds; the model series was introduced in mid-2017 and the number of software and driver updates slow down over time.  For example, at this writing, there are just 13 updates listed for all of 2019 - some of these are not for your computer and others are (likely) already installed. 

 

If  you can at least get HPSA working in "Notify" mode (as opposed to automatic updates, for example), you can use the list of potential "Check for Updates" list as a "checklist" to help you manually look for new Updates at your computer's Software and Drivers website.

 

General Example - HPSA > Settings > "Notify"

HPSA_Settings_V8.X_1AHPSA_Settings_V8.X_1A

 

 

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Dragon-Fur

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