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Support Assistant

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HP Pavilion Gaming Desktop 690-0024
Microsoft Windows 10 (64-bit)

HP support Assistant will not open. Have reinstalled. What else can I try?

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As long as you did not accidentally install the "Windows in S mode" version of the software, the "Complete cleanup" Uninstall option (described below) may help to resolve the issue.


HP Support Assistant = HPSA



Windows in “S” Mode and the “S” mode version of the HP Support Assistant


The “S” Mode version of the HP Support Assistant available in the Windows Store should ONLY be run on “Windows 10 in ‘S’ Mode” – this is NOT regular Windows. 


If you do not know what this means, simply do not install the HPSA from the Windows Store. 


If you do accidentally install the “wrong kind” of the HPSA software, try the following:


  • Uninstall the weird "S" mode HPSA application from your Windows Start (Windows key) > View the Apps List > category HP.  After you remove the application, Restart your computer and log in.


Procedure Details - HP Support Assistant – Remove and Install


Read sections, then decide how to proceed.




If the problem is related to a corrupted database within the control of the HPSA, the "cleanup" and reinstallation of the HP Support Assistant software may help resolve any issue(s).


  • If the program cannot handle a certain type of error condition (for example, there is an error in the update package itself),
  • If the software cannot understand the problem (the program code does not include instructions for this type of issue),
  • If there is a problem in the Windows File system,


  • The reinstallation procedure will likely make no difference to the results.




Reminder - Do NOT use the HPSA to update the BIOS


How to install BIOS Updates:

HP Notebook PCs - Updating the BIOS (Basic Input Output System)

HP Desktop PCs - Updating the BIOS (Basic Input Output System)



“Regular” Uninstall - Remove the existing version of HPSA


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




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



“Complete Cleanup” Uninstall


Essentially, the "Complete Cleanup" simply means that you uninstall HPSA > Restart > Uninstall the HP Solutions Framework > Restart > Download and install a fresh copy of the HPSA software.


If you are having problems installing your HP Updates using the HP Support Assistant, use "complete cleanup” steps to remove and then reinstall the HP Support Assistant.


  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.  Framework will (re)install if / when the HPSA is installed.


  1. Restart the computer and log in


  1. Uninstall HP Solutions Framework software from Programs and Features


HP Solutions Framework is a subset of HPSA.  For this reason, the 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 stubborn software is found in the list, click to uninstall it, Restart and log in.



Installation – HP Support Assistant


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


Website / Download

HP Support Assistant


  • After download: If you have ‘Admin’ control, you may 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 and Learn about the HPSA software

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

HP PCs - Troubleshooting HP Support Assistant (Windows 10, 😎



Nothing Works…


If the reinstallation of the HPSA / Solution software does not resolve the problem,


if you decide for any reason to not use the HPSA to install the software,


Download and install your HP Software and Drivers manually.


Help / How-to:  HP PCs - Downloading or Updating Software and Drivers

Section: Find driver updates on the HP website



Open Support Home

Enter the name of your device

Select category Software, Drivers & Firmware



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