cancel
Intern
Intern
65 46 1 0
Message 1 of 17
476
Flag Post
HP Recommended

HP Support Assistant problem

Pavilion P570
Microsoft Windows 10 (64-bit)

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. Any idea what is going on?

 

Update: I uninstalled HPSA and HP Support Solutions Framework and reinstalled HPSA. Now when I check for updates and messages, both the "Downloading messages ...." step AND the"Analyzing your system" step have the x in a circle. Ran it again and "Preparing action list" is also X'd.

16 REPLIES 16
HP Support Agent
HP Support Agent
7,840 7,709 278 332
Message 2 of 17
423
Flag Post
HP Recommended

HP Support Assistant problem

@taherte2
Thank you for posting on the HP Support Community.

 

To resolve most HP Support Assistant issues by downloading and installing the latest version of HP Support Assistant from the HP Support Assistant website.

Use the information in this document to troubleshoot specific HP Support Assistant issues: https://support.hp.com/in-en/document/c03601631

 

Follow these steps to fix the problem: Turn off antivirus software and the firewall. Go to the HP Customer Support website. Enter your product number to find an updated version of HP Support Assistant for your computer.
 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

Reply
0 Kudos
Intern
Intern
65 46 1 0
Message 3 of 17
416
Flag Post
HP Recommended

HP Support Assistant problem

I uninstalled HPSA and HP Support Solutions Framework again, turned off the anti-virus and firewall (Norton), and downloaded the latest version of HPSA again. It is the same version that I installed before. After the installation I restarted the computer, which re-started system security, and ran HPSA again. It still fails to download messages.

 

I did NOT select the option to uninstall user preferences when I uninstalled the app. Does that matter?

Reply
0 Kudos
HP Support Agent
HP Support Agent
7,840 7,709 278 332
Message 4 of 17
393
Flag Post
HP Recommended

HP Support Assistant problem

@santhoshh327

I would suggest trying uninstalling user preferences and reinstall the HPSA, 

If it fails, I would request you to contact our Support and our Support Engineers should be able to Remote into your computer and sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/
Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

Reply
0 Kudos
Intern
Intern
65 46 1 0
Message 5 of 17
363
Flag Post
HP Recommended

HP Support Assistant problem

I repeated the uninstall using the option not to save user preferences. Even though I am an admin on this device I reinstalled using "run as administrator". HPSA still does not download messages and definitions. I'll contact support per your recommendation.

Reply
0 Kudos
Intern
Intern
65 46 1 0
Message 6 of 17
353
Flag Post
HP Recommended

HP Support Assistant problem

How does HPSA work? When I "check for messages and updates", shouldn't it always download something, or does it only download NEW updates? I thought it downloads all of the available updates (downloading messages and updates definition), then gathers what is already installed (gathering configuration information), compares what is available to what is installed (analyzing your system), and displays those updates that are available but not installed (preparing the action list). Shouldn't it always connect to the HP servers and download what is available?

Reply
0 Kudos
HP Support Agent
HP Support Agent
7,840 7,709 278 332
Message 7 of 17
330
Flag Post
HP Recommended

HP Support Assistant problem

@taherte2
To get the answer to this question, the HP Support Assistant helps keep your computer in working order by finding updates and providing troubleshooting tools.
If there are any available updates, they begin installing automatically. Click here to know more about Using HP Support Assistant (Windows)

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

Reply
0 Kudos
Intern
Intern
65 46 1 0
Message 8 of 17
323
Flag Post
HP Recommended

HP Support Assistant problem

Thanks but your response does not get at what I was trying to understand. Should the update process ever fail to download messages and update definitions? Should the download portion of the update process ever fail and have the X in a circle? Shouldn't there always be something to download although there may not be anything to install?

Reply
0 Kudos
HP Support Agent
HP Support Agent
7,840 7,709 278 332
Message 9 of 17
314
Flag Post
HP Recommended

HP Support Assistant problem

@taherte2
Software driver update process might fail due to many reasons like internet connectivity issue, corrupted file, However, by reinitiating, the process HP Support Assistance will install the available driver. 

ECHO_LAKE
I am an HP Employee

Reply
0 Kudos
Intern
Intern
65 46 1 0
Message 10 of 17
310
Flag Post
HP Recommended

HP Support Assistant problem

Every time I run the "check for messages and updates" option the "downloading messages" portion fails and displays the X in a circle. EVERY time. That doesn't seem normal or correct to me. I have uninstalled and re-installed at least three or four times and on-line support (chat) went through the process twice. HPSA still fails on the download step. Where do I go from here? I need to be able to keep my system current.

Reply
0 Kudos
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation