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Maxeymus
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Message 1 of 3
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HP Support Assistant "Software & Drivers" not working

HP Recommended
Pavillion All-in-One 27
Microsoft Windows 10 (64-bit)

I am have a strange issue with the HP Support Assistant. The Software & Drivers icon is yellow and tells me there are updated available. However, when I click the icon, nothing happens. I can select all the other icons (Messages, Support Cases, Warranty, etc)...but I cannot open the Software & Drivers to see what updates are available. I've tried completely uninstalling and reinstalling the HP Support Assistant, but the same issue persists. Any ideas?

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Dragon-Fur
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HP Recommended

@Maxeymus 

 

Ideas, yes

 

Whether or not HP Support Assistant can find Software and Drivers for your system depends on important factors.

 

For example

What version of Windows 10 are you running?

 

Which version of Windows operating system am I running?

 

 Start  button > Settings  > System  > About 

 

Possibly

Press FN key + ESC key (at the same time)

 

Note that if the FN+ESC works, it may not display the little information window on top of other open menus.

Close / shrink other windows or look for the open task in your Task Bar (HP System Information)

 

What else?

Control Panel > icon view > Administrative Tools > Double-Click System Information

 

Which Windows Build = Which Version?

Windows 10 release information

 

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

Are there actually any drivers available for your version of Windows 10?

 

There are several "Pavilion 27" systems in the general series:

Results for "Pavillion All-in-One 27" (22) 

 

Check the software and drivers offered for your computer.

 

Open the homepage for your system.

Open Category Software and Drivers (wording varies)

Open All Drivers list

 

Check through the list.

If you find anything for this year,

Click open that driver and check the contents.

Click open "See Full Details" (If you like, right-click and open the Full Details in a new Tab)

Next,

Section "Associated Files" > Click Download

The information file will open on your screen.

Scroll down and look for OPERATING SYSTEM(S)

Check whether the software / driver is able to be used in your version of Windows 10

 

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

 

What is going on?

 

This is an older series (Pavilion 27).

 

If you have migrated your Windows version beyond the supported drivers for your system,

HPSA won't find any "updates". 

This is why it is worth checking the Details > Associated Files on a driver you think might need to be updated.

 

Even when all "appears" to be working...

Worse, HPSA might not be able to actually determine whether the updates it does find are viable on your version of Windows.

 

On this older series, it is likely you are running the "software" HPSA, that is, software listed in Programs and Feartures.

 

What to do?

 

Disclaimer:

Our Community has absolutely no access to the code, to the way HPSA works (or does not work), or to the limitations of the (HPSA) software.

 

If you had not done so previously,

Try / Consider

Complete uninstall of the HPSA and its companion software (HP Support Solutions Software). 

Opt to have the uninstall process remove your personal HPSA data

Restart the computer

Download-Save-Install a fresh copy of the HPSA. 

NOTE:  The companion software will auto-install with the HPSA package.

 

Basic instructions

FIRST > Uninstall the HP Support Assistant

 

Control Panel > icon view > Programs and Features 

Scroll down, find, Uninstall the HP Support Assistant

 

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.

 

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

 

 

NEXT > 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.

 

Restart the computer and log in. 

 

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

 

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

 

Website / Information / Video / White Paper / Download

HP Support Assistant

 

Partial excerpt from the Website:

 

“Ready to go on your HP PC

HP Support Assistant is included on new HP desktop and notebook PCs. You can install it on PCs from other manufacturers for easy access to support resources and tools for HP printers and PCs. Click the ? icon on your system tray to start HP Support Assistant or download now. During setup, selected new HP PC models running Windows 10 will receive version 9. All other PC models will receive version 8.”

 

-------------------------------------------------------------------------------------------------

 

After download:  If you have ‘Admin’ control, 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

 

HP PCs - Using HP Support Assistant (Windows 10, 8, 7)

HP PCs - Troubleshooting HP Support Assistant - Windows 8.x and Windows 10

 

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

No Joy - 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

READ Sections

For example:

Update specific drivers in Device Manager

Find driver updates on the HP website

 

Device Home Page

Open Support Home

Enter the name of your device

Select category Software, Drivers & Firmware

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

 

Thank you for participating in our HP Community.

We are a volunteer community workforce dedicated to supporting HP technology

Click Thumbs Up to say Thank You for the help.

If the answer helped resolve your issue, Click "Accept as Solution" .

 

 

Dragon-Fur

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Maxeymus
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I am running Windows 10 Pro, with latest Windows updates. My PC is the HP Pavilion All In One 27-xa0xxx (Intel Core i&8700T CPU @ 2.4GHz, 12.0 GB of RAM). 

 

Still having same issue. Have uninstalled the HP Support Assistant and reinstalled the latest version.

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