New HP PC Hardware Diagnostics for Windows not working

[PanamaSteve100]

I just got a mwessage in my HP Suppoet Assistant asking me to download the New HP PC Hardware Diagnostics for Windows.  

After successful installation, it dows not wor when I click on it in HP Support Assistant Troubleshooting page.  All I get is a quick window asking if the diagostics fixed my problem or not.

I tried reinstalling and opted for the "Repair" previous instalation. After that was successfully completed, I still get the same quick window (with no diagnostics performed) asking if it fixed my problem.

What should I do now?

Steven Rich 

[DavidSMP]

Hi @PanamaSteve100,

Good Day.  Thank you for posting your query in the HP community.  I read the post regarding issues with running the HP Hardware diagnostics. I will be delighted to assist you here.

Superb description and spectacular troubleshooting and commendable diagnosis of the issue before posting. Kudos to you for that. 🙂

For better clarity and to assist you better I would require more information regarding this:

• Please let me know the complete model# and product# of the computer to assist you better.
• Are you speaking about the UEFI hardware diagnostics or something else?
• Please share a screenshot or image of the same to assist you correctly.

For now please try these steps:

• If it is UEFI diagnostics that you are talking about and if the notebook in question is a consumer PC you could run diagnostics on it from this link: http://hp.care/2uoegKc (HP PCs - Testing for Hardware Failures) follow the Option “Run the Extensive Test (2 hours or more)”
• If it still does not work, then uninstall the UEFI diagnostics from control panel apps and features and reinstall the latest version of UEFI diagnostics from this link: http://hp.care/2syreDe and follow the on-screen instructions.
• This should fix the issue for you.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, please.

Hope this helps. Let me know how it goes. 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.

Take care and have a blessed week ahead. 🙂

Cheers!

[PanamaSteve100]

Hi David SMP,

Thank you for your suggestions.

However, this has nothing to do with the internal HP PC Diagnostics UEFI which has always run well.

Last week, I got a message from HP in my HP Support Assistant notifying me of a new HP PC Hardware Diagnostics Tool.

I follwed directions and downloaed it successfully.

Now my HP Support Assistant in the Troubleshooting & Fixes has a new "HP PC Hardware Diagostics". When I Click on it, I get a message stating "Diagnose and Check your system's Hardware Health". When I Click on that, I get a "Troubleshooter has been launched. Please follow the steps and provide feedback when done. It lists 3 options of my problem has been solved: YES  ----   NO ---- DON'T KNOW

The problem is that no Troubleshooting Diagnostics was launched.  When I click on "NO", nothing happens either.

Why was I sent this message from HP inviting me to download this new feature which does not work?

[DavidSMP]

Hi @PanamaSteve100,

I have brought your issue to the attention of an appropriate team within HP.

They will likely request information from you in order to look up your case details or product serial number.

Please look for a private message from an identified HP contact.

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Forum.

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.

Take care and have a blessed week ahead. 🙂

Cheers!

[Cheyenne4]

PanamaSteve, don't click on yes, no, or don't know.  Just wait while that screen is displayed until the app actually loads.  It is slow to load because it has not been accessed before.

[PanamaSteve100]

Dear Cheyenne4,

I just waited 90 minutes for something to happen after Clicking the new "HP PC Hardware Diagnostics" tool located in the HP Support Assistant and nothing happened. It simply does not work correctly.

Is there a way for me to Delete the File where it is located and trying to download it again?

[Cheyenne4]

Panama, the User Account Control window should open (if you are the Administrator), where you should accept the app.

Search for the file in File Explorer and delete it.  Then start over.

[Cheyenne4]

File is located:

C . Program Data . Microsoft . Windows . Start Menu . Programs . HP Help and Support

[PanamaSteve100]

Dear Cheyenne4,

Thank you for your suggestion.

I went into the PC File Search area and inputted the "C . Program Data . Microsoft . Windows . Start Menu . Programs . HP Help and Support".

However, after several minutes searching all of the files, it reported, "No items matched your search".

I am not a tech person, but shouldn't this file include "/" symbols and others?

[Cheyenne4]

I incorrectly assumed the reader would understand the string I provided was the path to the intended file.

C:\ProgramData\Microsoft\Windows\Start Menu\Programs\HP Help and Support\HP PC Hardware Diagnostics Windows

It's hard to know user's comuter skills.  Here's another way to get there:

Start icon > HP > expand HP Help and Support > Right click HP PC Hardware Diagnostics Windows > select More >  then Open file location > then click the appropriate shortcut

If the required file is missing, then it has never been completly downloaded.