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‎05-06-2018 05:53 AM

HP Recommended
Product: OMEN by HP Laptop 17-an0xx
Operating System: Microsoft Windows 10 (64-bit)

When i try to check updates in hp support assistant it fails because of system analysis ı even closed my firewall it did not do anything .  I  deleted HPSA and hp support solutions framework  then reinstalled them it did not worked. i cant update my drivers because of that . When i try to install drivers manually from the hp customer support, it did not work either. 

what should i do ?

15 people had the same question
11 REPLIES 11

‎05-06-2018 11:58 AM

HP Recommended

@Ogi1

 

HP Support Assistant is a good program; it does not work for everyone in every situation.

 

Consider removing the program, removing your personal setup for it, and installing a fresh copy of the program.

 

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

 

NOTE:

When / If asked whether you want to save any of the presets / personal HPSA information, respond to have any (personal) data associated with the program removed along with the HPSA software.

 

Download:

HP Support Assistant

 

  • If you have ‘Admin’ control, you may highlight the package and “double-click” to install it, else Right-Click, select run as Administrator and install.
  • Windows loves to be rebooted:  Restart the computer and log in

 

Help for HPSA:

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

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

 

 

 

Manually installing HP software and drivers

 

If you are having trouble manually installing your HP software and drivers, consider starting with the following:

 

Intel Chipset Installation Utility and Driver

 

Restart the  computer after the driver is finished installing.

 

Intel Management Engine Interface (MEI) Driver

 

Restart the  computer after the driver is finished installing.

 

 

 

 

  • There are a number of other recent software and driver updates, including the BIOS update.
  • Do Not use the HP Support Assistant to update the BIOS.
  • BIOS should only be updated manually, only when the computer is connected to AC power during the update process, and only after you have backed up your most critical files to a location other than on the computer.

 

Thank you for participating in the HP Community Forum.

We are a community of HP enthusiasts dedicated to supporting HP technology.

 

Dragon-Fur

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‎09-23-2018 07:17 AM

HP Recommended

I have the same problem and this advice to fix it did not work. Any other suggestions please? I have a Z240 SFF workstation.

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‎09-23-2018 07:54 AM - edited ‎09-23-2018 08:10 AM

HP Recommended

@jeffparker

 

Your situation is likely different.

 

For example, your Workstation falls into a different class of computers, that is, your computer is a business class system.

 

Reminder to users of the HPSA software

HPSA does not find, nor does it update, any software or driver that is not already installed on the computer.  In other words, the HPSA software "updates", it does not seek out and install  missing software or drivers.

 

HPSA is nice software - its use is not mandatory. 

 

What to do?

 

If the HPSA does not work for you in spite of your having set it up correctly, you may use the Softpaq Download Manager software. 

 

SDM is designed for business systems and can be used to download and install your HP Updates, including the BIOS.  (I recommend that you update "other" HP software and drivers first and then update the BIOS as a separate SDM run.)

 

 

Driver Management for Business class computers (SDM)

 

Business Systems - Client Management Solutions (software management)

 

 

Softpaq Download Manager - HP Software installations / updates / management

 

Business class computers support a robust, comprehensive software tool for updating and managing HP Software and Drivers:  Softpaq Download Manager (SDM)

 

 HP SoftPaq Download Manager (SDM)

 

4.4.0

sp87158

04/20/2018

Windows (Vista, 7, 8, 8.1, 10)

sp87158.exe

sp87158.html

 

SDM How-to and Instructions:

HP Notebook PCs - Using HP SoftPaq Download Manager

 

 

 

In general, the preparation for using the SDM is the same, before you run the SDM for the purpose of updating your HP software and drivers, check and run any Windows Updates for your Operating System.  If any Windows Updates are installed, Restart the computer and log in (even if Windows did not specifically initiate the restart on its own).

 

The SDM software is robust and usually works without any problems.   

 

Reminder

You always have the option to manually download, save, and install Updates for your computer.  Many of us manage at least some of our computers using this "old fashioned" method.

 

 

If this does not answer your question, please start a new Thread of your very own, provide all the information necessary to identify your computer and your Operating System.  Describe the problem, including anything you have tried to fix the issue on your own.

 

Reference

 

Device Homepage

Drivers / Software and BIOS, Videos, Bulletins/Notices, How-to, Troubleshooting, Manuals, Product Information, more

HP Z240 Small Form Factor Workstation

 

 

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

 

Dragon-Fur

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‎09-23-2018 02:54 PM

HP Recommended

Thanks Dragon-Fur. HPSA was working just fine until a month or so ago, and I've had the workstation for nearly two years I think. It also updated firmware, etc. for my HP CP5525 laserjet pringter, which I'm pretty sure SDM does not.

 

I liked that HPSA "looked after" updates for both of these HP devices without me needing to manually worry about working out what updates were needed and then finding them and applying them.

 

A HP tech advised me recently to use HP Performance Advisor, but I can't see how this updates the system and it doesn't seem to know about the printer.

 

I'd like to see if we can get HPSA working again on my system, if possible.

 

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‎09-23-2018 02:57 PM - edited ‎04-12-2019 10:53 AM

HP Recommended

@jeffparker

 

You are welcome.  

 

Try the following "complete cleanup" to remove and then reinstall the HP Support Assistant.

 

 

Procedure Details - HP Support Assistant – Remove and Install

 

Read sections, then decide how to proceed.

 

IMPORTANT

 

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,

Then

  • 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

 

NOTES

 

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

 

OR

“Complete Cleanup” Uninstall

 

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

 

  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

 

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,

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

 

Example

Open Support Home

Enter the name of your device

Select category Software, Drivers & Firmware

 

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Click Thumbs Up on a post to say Thank You!

Answered? Click post "Accept as Solution" to help others find it.

 

 

 

Dragon-Fur

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‎09-23-2018 02:59 PM

HP Recommended

Thanks. I had found this advice from you to another person when researching the problem, and have already done it, with no change.

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‎09-23-2018 03:16 PM

HP Recommended

@jeffparker

 

Well, I don't know.   Rats.

 

There are a host of reasons the program does not work, many of which you cannot control (for example: server errors, missing software, bad internet connection, corrupted instructions "somewhere" in the File System).

 

You could try the manual update / software-driver installation route in hopes that once your system is updated / current that HPSA will be kicked into working again.  As odd as that sounds, it might work if the reason for the failure is due to something that really needs to be updated and cannot do so automatically.

 

If the HPSA can at least gather a list of possible updates,

If the list includes a BIOS update, 

Remove the BIOS update from the list.

 

Restart the computer, set HPSA to "notify" (as opposed to automatically updating), click to get a new list of possible updates.

 

Reminder to those reading: 

  • HPSA updates software and drivers already installed on the computer. 
  • HPSA cannot "find" software and drivers that the computer might need but does not already have installed.

 

About the BIOS...

Process the BIOS update manually (download, save, install) after all other updates are completed.

 

Process the BIOS update only after you have backed up all your most critical files to a location other than on the computer.  For example, back up your data to the cloud, to an external USB drive, "somewhere" you can access the data in the event that the computer is not available.

 

If I think of anything else, I will update this post.

 

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Dragon-Fur

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‎11-15-2018 12:50 PM

HP Recommended

This app should get immediate update. It has problems with Windows 10 new versions. Especially after 1607. 

HP Global knows the problem and still there is no update. 

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‎04-12-2019 03:24 AM

HP Recommended

Hi,

 

I've succefully updated a million devices using HP Support Assistant, but only the Z240 SFF fails on system analasys.

Had to manually download the drivers, but would be great to have the Assistant working for Z240 SFF too.

 

Hope this helps HP to fix this issue.

 

 

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