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donMiguelNW
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Message 1 of 2
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Unable to Uninstall HP Support Assistant

HP Recommended
h8-1240t
Microsoft Windows 10 (64-bit)

Goal - update BIOS, to allow graphics card update.

Intermediate goal - Update HP Support Assistant (HPSA) to perform the BIOS update.

Current HPSA version - 7.4.45.4 (Starts but will not update. Will not return configuration. Hangs.)

Target HPSA version - Version 9.6.598.0 / 8.8.24.33 (from HPSA download page).

Fails on manual Uninstall from Settings / Apps and Features of current version.

Fails on Install on new HPSA version install (which attempts to uninstall prior version).

Install / uninstall attempt generates pop-up below. An .msi file does not exist in the indicated directory.

 

HP SuppAss Err 01.JPG

 

There is an HPSA .msi file in an adjacent directory, but it is not acceptable.

 

HP SuppAss Err 03.JPG

 

I am unable to locate any other HPSA .msi files on the system.  Accepting defeat generates the next two messages.

 

HP SuppAss Err 04.JPG

 

HP SuppAss Err 05.JPG

 

Looking for insight / guidance / miracles.

Please advise what additional information may be of use.

 

Thanks.

 

 

1 REPLY 1
Dragon-Fur
Level 16
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Message 2 of 2
Flag Post
HP Recommended

@donMiguelNW 

 

If this is your computer

HP Pavilion HPE h8-1240t CTO Desktop PC

then

There are no HP software or drivers (and no BIOS) updates listed in your computer's support website for Windows 10:

Software and drivers for HP Pavilion HPE h8-1240t CTO Desktop PC

 

Even assuming you update the HP Support Assistant software,

HP Support Assistant cannot help you update software or drivers (that) the HPSA cannot find.

 

That said if you still want to try and remove / update HPSA, the following might help you do that much.

 

“Complete Cleanup” Uninstall of HPSA and companion software

 

  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 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 / 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 the HP Community Forum.

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

 

Dragon-Fur

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