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CaptBilly1Eye
Level 1
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Solved!

Unable to reinstall HP Support Assistant version 9.6.838.0

HP Recommended
HP Obelisk Desktop 875-0014
Microsoft Windows 10 (64-bit)

HP Support Assistant was automatically updated recently to version 9.6.838.0.
While trouble-shooting a separte issue, HP Support Assistant was uninstalled.
I am now unable to reinstall since the newest version available from the HP website is version 9.6.714.0.
When I attempt to install that version, I receive a message stating; "A newer version of HP Supprot Assistant is installed. Setup will now close."
Neither HP Support Assistant or  HP Support Framework are listed any longer in Programs and Features to be able to uninstall.
Unfortunately, performing a sytem restore did not resolve the issue.
Is there a way to completely remove all remnants of that higher version, or is the installer for version 9.6.838.0 available?
Thanks in advance for any help!

1 ACCEPTED SOLUTION

Accepted Solutions
Xavier-M
Level 4
Level 4
69 69 6 24
Message 2 of 2
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HP Recommended

Hi @CaptBilly1Eye Please follow the steps below as we released a new version to fix this issue:

 

1. Right-Click on your Windows Stat Menu and click Apps & Features

2. Scroll down until you find HP Support Assistant

3. Click on Uninstall 

4. A dialog will appear for "Keep Preferences", Click No

5. Close any browser window that may open up.

Note: If you don’t currently have HPSA installed and are seeing that message "A newer version of HPSA is installed" Please proceed with Step #6 below:

6. Go to our HPSA page: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html

7. Before you click on download HPSA button, press Ctrl+R button on your keyboard to clear any browser cache. Then click on the download button

8. Once downloaded, open the file and continue clicking Next button and let the installation finish. Once installed successfully, you should see a prompt "HP Support Assistant has been installed successfully"

9. Click on your start menu and type: HP Support Assistant or HPSA icon on Desktop and open the app and it should open normally as before.

 

Thank you for the patience as we worked through this issue and sincerely apologize to everyone's inconvenience.

 

-HPSA PM 

 

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Xavier-M
Level 4
Level 4
69 69 6 24
Message 2 of 2
Flag Post
HP Recommended

Hi @CaptBilly1Eye Please follow the steps below as we released a new version to fix this issue:

 

1. Right-Click on your Windows Stat Menu and click Apps & Features

2. Scroll down until you find HP Support Assistant

3. Click on Uninstall 

4. A dialog will appear for "Keep Preferences", Click No

5. Close any browser window that may open up.

Note: If you don’t currently have HPSA installed and are seeing that message "A newer version of HPSA is installed" Please proceed with Step #6 below:

6. Go to our HPSA page: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html

7. Before you click on download HPSA button, press Ctrl+R button on your keyboard to clear any browser cache. Then click on the download button

8. Once downloaded, open the file and continue clicking Next button and let the installation finish. Once installed successfully, you should see a prompt "HP Support Assistant has been installed successfully"

9. Click on your start menu and type: HP Support Assistant or HPSA icon on Desktop and open the app and it should open normally as before.

 

Thank you for the patience as we worked through this issue and sincerely apologize to everyone's inconvenience.

 

-HPSA PM 

 

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