HP Support assistant fails with internet connection

[RichLoba]

Support Assistant does not see internet connection

I have VMs and am not going to get rid of them to run your support assistant.

Looking through your fourm i see this has been happening since 2016.

Can you guys get a fix for that so i can find out why my new HP 32Q screen is not hypernating ( see issue on another one of your forums).

It is a catch 22, you need the HP Support assistant to see if it can figure out the monitor issue, but cannot load the assistant because of the false internet access error. 

[Jeet_singh]

@RichLoba,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips!  I understand clearly that you need assistance with support assistant issues. I will be delighted to assist you here. 🙂

Splendid effort and fabulous description of the issue before posting. Kudos to you on that score.  You are a valued HP customer and it is paramount to assist you here. I take it as a privilege to share this platform with you. 

•     When did this first begin?

• Could you provide me with the exact model of the PC? Use this link to find it:  https://support.hp.com/in-en/document/c03754824  (Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).

•     Did it start after a windows or app update?
•     Please provide the complete model# of the unit to assist you better.

Please check these links out to troubleshoot HP support assistant.

Please uninstall HP support assistant completely from control panel> programs and features

Then install the latest version of HP support assistance from this link: HP PCs - Using HP Support Assistant (Windows 10, 8, 7)

Click on Downloading and installing the latest version of HP Support Assistant

Next thing, I would suggest you follow this link: HP PCs - Troubleshooting HP Support Assistant (Windows 10, 8, 7)

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Please reach out for any issues and I'll be there to assist you.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

[RichLoba]

No, I’m not seeing any actual work being done to address my problem. As with my other service request, my new hp 32Q monitor, I feel like you are all just going through the motions.

Clearly, a request was to look at your own forums to see others that have the same issue, and information relating to my machine having multiple virtual machines setup on it. Your forum said that these VMs will stop the hp assistant from seeing the internet. Obviously, this machine is connected to the internet, hence this posting (over the internet). Getting that fixed would be nice.

You are asking about what machine I have, and it clearly shows up as an added device to my HP profile hardware listing. Because my serial number to my 32Q monitor was on the box I threw out, I do not have it. No information on how to get the serial number. I was hoping the support assistant would be able to get these values.

I send in a picture of the screen, showing the problems it was having along with receipt of purchase. I'm sorry, but I’m not seeing anything happening other than running out the clock. Search through for forums, I also added links to others that have the same monitor problem as I do, but I’m not getting anything back from Jeff, other than messages on my answering machine...which have asked maybe 5 times that I want to be contacted by email, which he doesn't see to ever want to do. Please gather the information from my requests and have some developers or something figure out what I need to do, this experience is very sad.

 Here is the picture of the Support Assistant. Yes, I reinstalled the latest version again, but it doesn’t work. It says it cannot connect to the internet. Please don't push me to just give up, I know you guys can do this if you try.

BTW, Jeff, as you could see by looking at my profile, this is not a laptop, please look at my profile to see the exact madhines I'M having issues with.

It isn't the computer...It is the screen 32Q

Thank you,

Richard Loba

 

[Riddle_Decipher]

@RichLoba

Thank you for posting on HP Forums, 

Riddle_Decipher is at your service. 

I Understand you are in need of support and to help you out, I'm sending out a Private message with the information you need to get this sorted,

Please check your Private message icon on the upper right corner of your HP Forums profile 

Next, to your profile Name, you should see a little blue envelope, please click on it 

Please reply back on the public post as this Private message box is not monitored.

(The reason we are utilizing the private message is because the instructions are critical)

Keep me posted,

If the information I've provided was helpful, 

Give us some reinforcement by clicking the solution and kudos buttons, 

that'll help us and others see that we've got the answers!

Good Luck.