Post new question
Question
Reply
 
Top Student
Posts: 6
Member Since: ‎11-13-2015
Message 1 of 8 (249 Views)
Accepted Solution

Recurrent Support Assistant problem

Product Name: Pavilion 23 p000-na
Operating System: Microsoft Windows 10 (64-bit)

I have uninstalled and reinstalled HP Support Assistant several times. It works fine for a bit, then I get an almost blank white screen in SA, with a red rectangle at the top right, the screen freezes and nothing more happens (I even have to close it from the taskbar.)

What on earth can I do about this?

Reply
0
Accepted Solution

Re: Recurrent Support Assistant problem

@simplemind

 

Thanks for the reply.

I appreciate your time and effort.

I understand the situation better and found a solution for this issue.

 

Please clear the temp files on the computer.

  • Press windows key + R simultaneously to open RUN dialog box.
  • Type %temp% and hit enter to open the temp windows.
  • Select all the files and delete them.

Then follow these steps.

  • In Windows, search for and open Run.
  • Type RSTRUI.EXE, then press Enter.
  • Restore system files and settings window opens.
  • Click Next.
  • In the Date and Time column, select a date when HP Support Assistant opened properly.
  • Click Next.
  • Confirm you restore point date, then click Finish.
  • If these steps don’t work,
  • Clear the temp files again and uninstall the software and reinstall it again.

You can refer to this link for more troubleshooting steps.

 

I hope it helps and if you feel I have answered your question and concerns,

Please mark this post as a solution accepted and Kudos would also be appreciated.

 

Cheers.

View solution in context
HP Support Agent
Posts: 2,799
Member Since: ‎10-13-2016
Message 2 of 8 (215 Views)

Re: Recurrent Support Assistant problem

@simplemind

 

Welcome to the HP Forums. I would be happy to help you with your HP Pavilion 23-p000 printer. I understand that you are getting issues with HP Support Assistance and you have already done some preliminary troubleshooting. I would be happy to help you.

 

However, I will need a few details to provide an accurate solution,

  • Please check if it persists on other applications.
  • And please send a screenshot of the same if possible so that I can provide the accurate solution.

Reply with the result of the above-mentioned steps, for further assistance.

 

Cheers.

sandytechy20
I am an HP Employee

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!

Top Student
Posts: 6
Member Since: ‎11-13-2015
Message 3 of 8 (207 Views)

Re: Recurrent Support Assistant problem

The Pavilion is a desktop computer, not a printer, and I'm only talking about the Support Assistant itself, not other applications.

 

Can I email you directly with a screenshot as I can't seem to paste it in here.

 

   

HP Support Agent
Posts: 2,799
Member Since: ‎10-13-2016
Message 4 of 8 (189 Views)

Re: Recurrent Support Assistant problem

@simplemind

 

Thanks for the reply.

I appreciate your time and effort.

I understand the situation better and found a solution for this issue.

 

Please clear the temp files on the computer.

  • Press windows key + R simultaneously to open RUN dialog box.
  • Type %temp% and hit enter to open the temp windows.
  • Select all the files and delete them.

Then follow these steps.

  • In Windows, search for and open Run.
  • Type RSTRUI.EXE, then press Enter.
  • Restore system files and settings window opens.
  • Click Next.
  • In the Date and Time column, select a date when HP Support Assistant opened properly.
  • Click Next.
  • Confirm you restore point date, then click Finish.
  • If these steps don’t work,
  • Clear the temp files again and uninstall the software and reinstall it again.

You can refer to this link for more troubleshooting steps.

 

I hope it helps and if you feel I have answered your question and concerns,

Please mark this post as a solution accepted and Kudos would also be appreciated.

 

Cheers.

sandytechy20
I am an HP Employee

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!

Top Student
Posts: 6
Member Since: ‎11-13-2015
Message 5 of 8 (177 Views)

Re: Recurrent Support Assistant problem

Thank you: it has worked - at least for now.

As it's such a long process, I've resisted doing this in the past. But I fear that the same thing may happen again - and, of course, I've now got to reinstall Windows and other updates, so don't know whether they're the cause of the recurrence.

I hope you can pass on this problem, so that something can be done about HPSA in future.

HP Support Agent
Posts: 2,799
Member Since: ‎10-13-2016
Message 6 of 8 (167 Views)

Re: Recurrent Support Assistant problem

@simplemind

 

Thanks for the reply.

 

Good to know that issue is resolved.

As you have updated to the latest version of HPSA you should not any issues from now.

However, I will keep the concern team updated about this.

 

If the issue is resolved and you appreciate my help,

Please click the "Accept as Solution" button and the "Thumbs Up".

 

Cheers!

sandytechy20
I am an HP Employee

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!

Top Student
Posts: 6
Member Since: ‎11-13-2015
Message 7 of 8 (162 Views)

Re: Recurrent Support Assistant problem

Just for the record, I didn't have to uninstall/reinstall this time. I simply did a restore.  And I already had the latest Support Assistant version.  Can it have anything to do with having too many temp files which clog up something? Anyhow, for the time being I'm OK and just hope that the problem doesn't recur. 

Forgive me being slightly cynical, but the same thing has been going on for at least a year.

But thank you very much for your help.

Highlighted
HP Support Agent
Posts: 2,799
Member Since: ‎10-13-2016
Message 8 of 8 (142 Views)

Re: Recurrent Support Assistant problem

 

@simplemind

 

Thanks for the reply.

 

HP support assistance should work fine now.

Please feel free to contact us in future if you need any assistance.

 

Cheers.

sandytechy20
I am an HP Employee

If you found this post helpful, you can let others know by clicking the Accept as Solution button. You can also show your appreciation, with a kudos, by clicking the Thumbs up" button!

† 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