Support Assistant not displaying tools

[LeonardW]

I have never got HP Support Assistant to work properly. I have deleted it and downloaded a fresh copy, and I have updated Windows, but the problem remains.

Clicking "Specifications" in HP Support Assistant gives the error message "Alert / An unknown error occurred."

Clicking the links for "Guided Troubleshooting", "Fixes & Diagnostics", or "Support Resources" each gives just an empty window or dialogue box, with the relevant heading, an icon of a monitor, and an X to close the window, but nothing else.

[Dragon-Fur · Accepted solution]

@LeonardW 

The following might work - or it might be a colossal waste of time....

The good news, is there is anything at all, is that a quick check shows only two Updates for your machine dated 2020 - one of the updates is for the BIOS.

I would guess you are running the 8.x version of the HP Support Assistant.

This is the "software" version of the Assistant that lives in

Control Panel > icon view > Programs and Features

This version of the HPSA is made up of two parts:

HP Support Assistant

HP Support Solutions Software

Try / Consider removing both the HPSA and its companion Software and then reinstalling a fresh copy of the HPSA.

Removing both packages can sometimes help when other measures have not had the desired impact.

When uninstalling the HPSA software, confirm that you do want to remove your personal data (this is just the data in your HPSA software it is NOT your files and data on your computer).

Next, after the HPSA is uninstalled, go back and uninstall the HP Support Solutions Software.

Restart the computer

Download-save-install a fresh copy of the HP Support Assistant.

Note:  The "Solutions" software will be installed automatically when the HPSA is installed.

“Complete Cleanup” Uninstall of HPSA and companion software

Reminder:

• Before you start, it is best that your Windows Updates are already current and installed.
• In general, if it is needed, consider updating the BIOS (manually with download-save-install).  Be Informed:  ONLY update the BIOS after you have made very sure your most critical files and folders are backed up somewhere other than the local computer.
• Before you make changes to your computer:  Create a Restore Point
• If there are other HP software / updates you need installed, those, too, can be installed manually from category Software and Drivers.

Stop / Exit all programs:  Browsers, games, Applications, etc.

Control Panel > icon view > System > System Protection > 

Click (Highlight) your main disk (C) > Select Create a Restore Point

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 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 application is found in the list, 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

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 Pavilion 590-p0057na 

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[LeonardW]

Thanks Dragon-Fur. My HP Support Assistant (HPSA) is now working, after removing it and re-installing. I was not able to follow your instructions exactly, because the HP Support Solutions Framework did not appear in any list of apps or programs, either before or after uninstalling HPSA. The version of HPSA which I downloaded was 9.6.605.0 rather than the 8.x version that you refer to, so perhaps the Framework part is no longer shown separately.

When I first reinstalled HPSA  it could not find my desktop, and I found that the BIOS did not have the serial number, product name or product number stored. When I updated the BIOS and edited it to store these, added the device to HPSA and logged in online to HPSA it eventually displayed everything correctly, including my warranty information.

[Dragon-Fur]

@LeonardW 

Excellent.

I misjudged which version set of the HPSA you are running - you are correct to have had the foresight to press on.

The newer HPSA version is an Application and is located in Settings > Apps > Apps and Features

The newer HPSA is self-contained, that is, there is no companion "solutions" framework.

Finally, in some cases, it is indeed necessary to manually update - sometimes just the BIOS and occasionally something more than that (chipset?).

All good, then.

Stay Safe.

Thank you for participating in our HP Community .

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