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gchirico Honor Student
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Re: HP support Assistant not compatible with Hyper V?

Good morning,

I have the same problem too.
HP Support Assistent has stopped working since I enabled Hyper-V. HSA reports that can not connect to the network.
Kindly, could I also have the solution to solve the problem?

Notebook: HP Spectre X360 (15-bl003nl)
OS: Microsoft Windows 10 Pro (upgraded from home version)

Thanks for your collaboration.

Best Regards,

Giovanni

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HP Support Agent
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Message 2 of 6
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Re: HP support Assistant not compatible with Hyper V?

@gchirico

Thank you for joining HP Forums. 

This is a great place to get support, find answers to your technical queries.

 

To provide you with an accurate solution, I'll need a few more details:

 

Did you try to disable  Hyper V and check what happens?

Try to uninstall and reinstall the HP Support assistance.

 

If you have not tried please try the above.

 

I see that you are using a retail version of windows that could be one of the reasons for the issue.

 

Eager to assist you!

Cheers:)

Raj1788
I am an HP Employee 

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gchirico Honor Student
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Message 3 of 6
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Re: HP support Assistant not compatible with Hyper V?

@Raj1788

Good mobbing,

I tried to do what you told me:

- Unistall and Reinstall the HP Support Assistant: this attempt did not solve the problem. I have the same error about Internet connection but the utility "Check Internet Connection" tells me everything is ok.

 

- If I disabile Hyper-V everything works correctly.

The problem is only when I create in Hyper-V a New Virtual Switch of external type.

If I delete this external virtual switch everything returns to work correctly.

 

Thanks in advance for your help.

Best Regards,

Giovanni 

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HP Support Agent
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Message 4 of 6
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Re: HP support Assistant not compatible with Hyper V?

@gchirico,

 

I am responding on behalf of @Raj1788 as he is out for the day. It is great to have you back and your patience is greatly appreciated.

 

I would like to inform you that HP Support Assistant uses the physical NIC instead of the Hyper-V NIC and when the Hyper-V NIC is enabled, HP support assistant will not connect to the internet.

 

Having said that, I recommend you try the below steps and check whether it helps.

 

1. On the physical NIC click on Properties

2. Click on the Sharing tab

3. Select "Allow other network users to connect through this computer's internet connection"

4. In the "Home networking connection" select "Wi-Fi"

 

Let me know how it goes and you have a great day!

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

The_Fossette
I am an HP Employee

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gchirico Honor Student
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Message 5 of 6
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Re: HP support Assistant not compatible with Hyper V?

@The_Fossette

I tried to do the steps you suggested without any success. HP Support Assistant still not working.

 

Can you suggest me some other solution?

 

Thank you in advance for your cooperation and for the dedicated time.

Best Regards,

Giovanni

 

 

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HP Support Agent
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Message 6 of 6
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Re: HP support Assistant not compatible with Hyper V?

@gchirico,

 

It is great to have you back and your patience is greatly appreciated.

 

I am sending you a private message suggesting the next course of action.

 

Please check your private message icon in the upper right corner of your HP Forums profile.

 

Good day! Take care :)

 

Cheers!

The_Fossette
I am an HP Employee

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