Should I update or not?

mgroen · ‎10-20-2019

Hi,

I've got following here:

I have HP Support Assistant installed on my HP laptop (HP Laptop 15-db0xxx). Version of Support Assistant is 8.8.24.33

If I check for updates in Support Assistant itself it tells me there are none.

If I check for driver updates etc it also tells me there are no updates.

However, when I go the the webpage of the Notebook model (https://support.hp.com/nl-nl/drivers/selfservice/hp-15-db0000-laptop-pc/20395843/model/22863550?sku=...) I notice there are a lot of available updates which I have not installed.

This seems strange: according to currently installed Support Assistant there are no updates available however on the webpage there are. Should I install these updates? Among those is a BIOS update. I am now running version F11, while latest available version is F20.

Any ideas to keep my laptop up to date?

Thanks,
Mathijs

Dragon-Fur · ‎10-20-2019

@mgroen

HP Support Assistant

Could be that HPSA is in error - nice software but not perfect. Might be a hard error from which the software cannot recover -- or the issue might simply be that the database on which the software is corrupted.

Caveat:

HP Support Assistant cannot install "never before installed" software - it is an "update" tool only.

I am assuming, that BIOS aside, you know that certain software needs updates based on having checked the Device Manager - again, it is possible that what you are seeing is indeed the case.

A few ideas...

➡️ Remove / Reinstall the HPSA software

Completely remove (uninstall) HP Support Assistant and its companion software, HP Support Solutions Framework.
When asked, confirm to delete "personal" HPSA data.
Restart the computer and log in
Download-save-install a fresh copy of the HP Support Assistant software. (Solutions software automatically installs with HPSA.)

➡️ Set HPSA to "Notify" > Use the "Check for Updates" list as a reference to find a list of possible candidates for update.

After completely removing and installing a fresh copy of the software", open HPSA > Settings

Set to notify you about possible updates as opposed to automatically installing.

Restart the computer and log in

Open HPSA > Check for Updates

Example - HPSA Settings

HPSA_Settings_V8.X_1A

➡️ If HPSA provides a list of potential updates, with the exception of the BIOS (if in the list), check the list, determine whether the Update is one you want (need) to install, then select / install update(s). In general, start with more important updates first (chipset, network, audio...).

Note that you may (if the HPSA program works for you) use HPSA to update or you can use the provided list as a reference to check / manually-update your software / drivers.

➡️ If the HPSA does not provide a list potential updates for any reason, use your best judgement to select and install updates based on what is installed as compared to the list of updates in Software and Drivers. Lots of people in the world choose this "control" method to manage their computer(s). Reminder: BIOS update should be done manually and separately from other updates / installations.

➡️ Open the update website for your BIOS - read all the relevant information - determine whether you wish (or need) to update the BIOS.

Reminders:

BIOS should updated only when necessary and only after you have backed up your critical data to a location OTHER than on the computer.
Connect the computer to AC power and leave the power connected until after the update is complete

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Lots of Details - Ignore from here if additional information is not needed...

HP Support Assistant - Remove and Install

NOTES

Windows in “S” Mode and the “S” mode version of the HP Support Assistant

The latest version of the HP Support Assistant supports Windows in S mode.
This was not the case in previous versions of the software where the “S” mode version of the HPSA software was available from the Windows Store.
It may be necessary that you completely remove existing versions of both the HP Support Assistant and its companion software HP Support Solutions Framework before you (re)install the newer version. See the “Complete Cleanup” procedure described below.

Stuck? Cannot reinstall the HPSA software?

The "complete cleanup" option described below may work to uninstall the existing version of the HP Support Assistant and its companion software, HP Support Solutions Framework. After that, a new, fresh copy of the HP Support Assistant can be installed (which will auto-install the HP Support Solutions Framework software).

Procedure Details - HP Support Assistant – Remove and Install

Read sections, then decide if / 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).

For example, cleanup and installation may help

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 a particular 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 – Manually Update the BIOS

How to install BIOS Updates:

Select the option to manually install the BIOS update.

HP Notebook PCs - Updating the BIOS (Basic Input Output System)

HP Desktop PCs - Updating the BIOS (Basic Input Output System)

Open HPSA Software

Settings > Set to “Notify” as opposed to “Auto-Update”

Save Changes > Restart the computer and log in

Open HPSA

Check for Updates > Use the list to determine candidates for update

If BIOS is offered, set to “ignore” or otherwise remove from list of potential updates

Install other HP software and updates using HPSA or manually install those updates

“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

NOTE: 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 of HPSA and companion software

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.

NOTE: Before you start here, it is best that your Windows Updates are already current and installed.

Essentially, the "Complete Cleanup" simply means that you uninstall HPSA > Restart > Uninstall the HP Support Solutions Framework > Restart > Download and install a fresh copy of the HPSA software > Restart

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.

NOTE: 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

Restart the computer and log in

Uninstall HP Support Solutions Framework software from Programs and Features

NOTE: HP Support Solutions Framework is a subset of HPSA. For this reason, HPSA must be uninstalled before the Solutions Framework can be removed.

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 – HP Support Assistant

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: Get help and Learn about the HPSA software

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

HP PCs - Troubleshooting HP Support Assistant - Windows 8.x and Windows 10

Nothing Works…

If the reinstallation of the HPSA / Solution software does not resolve the problem,

Or

if you decide for any reason to not use the HPSA to install the software,

Then

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

Open All > Peruse the list > Select, download, save, install Updates

++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Reference and Resources – Places to find (more) help and learn about your Device

Clarification of terms and "what the device can do" (Specifications)

Device Homepage

NOTE: Content depends on device type and Operating System

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

HP Notebook - 15-db0800nd

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? Select the relevant post "Accept as Solution" to help others find it.

Dragon-Fur

mgroen · ‎10-20-2019

@Dragon-Fur: thank you for your reply.

Here is what I have done:

- Uninstalled HP Support Assistant + HP Support Solutions Framework using Controlpanel.

Choose to delete all settings.

- rebooted

- Downloaded HP Support assistant from https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html and installed it

- Did a scan on updates.

Again it did not find any updates available while there are.

Is this a common / known issue?

Dragon-Fur · ‎10-20-2019

@mgroen

Not sure about "common"; it can happen. The software doesn't work for everyone in every situation.

I cannot do more than speculate - and that doesn't help you.

Usually, if it is going to work at all, the setting to "notify" and just using Check for Updates might at least result in a list of necessary (not yet installed) updates.

After the initial "rush" when a computer is new, the need for new updates does diminish over time. This does not mean anything except that the need for manually checking and updating won't be so demanding of your time and effort.

I am sorry it didn't work.

Check back - or check to see what others have said on the subject. There might be an actual solution or at least an explanation out there about which I am unaware.