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scottbrain
New member
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Message 1 of 4
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Flag Post

HPsupport solutions will not install - crashes during install

HP Recommended
z220 sff
Microsoft Windows 10 (64-bit)

attempting to install HP support solutions installation crashes

 

error log:

 

- System

- Provider

[ Name] Windows Error Reporting

- EventID 1001

[ Qualifiers] 0

Level 4

Task 0

Keywords 0x80000000000000

- TimeCreated

[ SystemTime] 2020-09-16T15:06:52.957067700Z

EventRecordID 1659

Channel Application

Computer DESKTOP-89H1O54

Security

- EventData

1309588317836187632
5
CLR20r3
Not available
0
hpsupportsolutionsframework.exe
12.18.34.21
5f3e4517
HPSupportSolutionsFramework
12.18.34.21
5f3e4517
a
1c
System.TypeInitialization

\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER472C.tmp.mdmp \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER479A.tmp.WERInternalMetadata.xml \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER47AB.tmp.csv \\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER47DB.tmp.txt
C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_hpsupportsolutio_ab7adf496c25d4569b68c14747cb83463a509bd1_00000000_2e0249eb

0
31c5aff1-ca8e-4c1d-b5b5-7cab2de838ef
268435456
184e1008bb002910222c97a2f6a097f0

3 REPLIES 3
Dragon-Fur
Level 16
Level 16
32,003 31,708 2,916 10,662
Message 2 of 4
Flag Post
HP Recommended

@scottbrain 

 

HP Support Solutions is the companion software to HP Support Assistant.

It is not a "separate" install.

 

If you have not done so,

  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.

 

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. 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.

 

  1. Restart the computer and log in. 

 

 

Final Check – Software / Application is Removed

 

  • After the software is uninstalled (and the computer is Restarted), check to ensure the software is actually “gone”.

 

Settings > Apps > Apps & features

OR

Control Panel > icon view > Programs and Features 

 

If the software / application is found > Click to uninstall 

Restart the computer and log in.

 

 

Installation – HP Support Assistant

 

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

 

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

 

Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

Click Thumbs Up to say Thank You.

Answered? Click "Accept as Solution" .

 

 

Dragon-Fur

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scottbrain
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Message 3 of 4
Flag Post
HP Recommended

it is during the install of support assist that that component fails to install.  because of that support assist does not complete its  install and there is nothing to uninstall

 

the version of HPSA i am attempting to install is hp108770.exe

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Dragon-Fur
Level 16
Level 16
32,003 31,708 2,916 10,662
Message 4 of 4
Flag Post
HP Recommended

@scottbrain 

 

OK.

 

What else?

 

The only other factors over which you have any control is having your Windows Updates installed and current.

 

Looking at your computer's Software and Drivers page shows that there have not been any HP Software and Driver updates for some time.  That noted, unless you are using the HPSA as a reference only software, HPSA is not useful in context of "updates".  Translation:  You don't need HPSA.

 

Still want to try...

Did you uninstall both software packages from Programs and Features?

Did you then Restart the computer?

 

What else?

 

This appears to be a business class machine.

As such, - even assuming there were updates to be installed - there is no need for HPSA

 

Your older machine can make use of SDM (it was retired in 2019 but still generally works for older systems).

 

Single System Management Software – Softpaq Download Manager

  

SDM (at this writing) still supports many business class systems manufactured prior to the software's EOL (End of Life) announcement. 

 

The SDM software is no longer listed in Client Management Solutions.

 

NOTICE:  The Download Library marks SDM as "EOL July 2019"

 

White Paper on the subject (document may or may not load - access appears to be temperamental).  If the file does not open, try copy/paste of the address into your browser address bar (URL).

https://ftp.hp.com/pub/caps-softpaq/cmit/whitepapers/SDM_EOL.pdf

 

Partial Excerpt of the SDM "End of Life" PDF file content:

Confidentiality
This document can be shared internally & externally.

Introduction
HP is retiring HP SoftPaq Download Manager (HP SDM) on July 31st, 2019, it will be replaced by HP Image Assistant.

 

break...

Except continues:

Will I be able to continue to use SDM?
Yes, SDM, will continue to work and have access to updates (SoftPaqs) for older
products launched before July 31st, 2019. SoftPaq Download Manager will not be tested
with new product launched after July 31st, 2019. HP recommends using HP Image
Assistant to access updates to new products.

 

SDM Download and Help

 

4.4.0

sp87158

04/20/2018

Windows (Vista, 7, 8, 8.1, 10)

sp87158.exe

sp87158.html

 

How-to and Instructions:

HP Notebook PCs - Using HP SoftPaq Download Manager

 

Once the SDM software is installed, the Help document can be accessed within the software or on disk:

  • Open SDM software, Click the Blue Question mark “?”in the upper left of the main SDM window.
  • Open File Explorer > Navigate to C:\Program Files (x86)\HP\HP SoftPaq Download Manager > Select language appropriate .chm file

 

If you can do so, it is time to migrate to the  HP Image Assistant

 

Device Home Page - References and Resources – Learn about your Device - Solve Problems

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Warranty Check, HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides / Manuals, Service and Maintenance Guide (Replacement Parts and Procedures), Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP Z220 Small Form Factor Workstation 

 

Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

Click Thumbs Up to say Thank You.

Answered? Click "Accept as Solution" .

 

 

Dragon-Fur

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