Can not install the HP Support assistant anymore...

[Shuai0202]

I recently tried to work with HP Support regarding my laptop battery and the agent wanted me first to install "HP Support Assistant" (I removed it long time ago when I got the laptop...). I tried to do the installation but:

1. If I used the installer from the HP download (link below), the installer tells me that my system is incompatible and ask me to download legacy version....

https://support.hp.com/ie-en/help/hp-support-assistant

2. If I used the legacy version OR the one from Elitebook 840G5 driver download page, I got "Error:-1605 This action is only valid for products that are currently installed."...

Now I am stuck...without the "HP Support Assistant" app, the HP agent would not be able to help me diagnose on the battery...

Any suggestions? My laptop is running the latest BIOS from HP and my OS is Windows 10 Enterprise 64bit 21H1 build#19043.1165. 

Thanks!

[Dragon-Fur]

@Shuai0202 

HP Support apparently has rules about using certain tools to access other information.

That can be difficult if those "certain tools", although not directly related to the task, are not working for any reason.

The HP Community methods are not restricted in that way.

In fact, you don't need HP Support Assistant to test / check / replace the battery.

All of the checks can be done manually using tools on your computer.

You might be able to gather the information you need and then submit a case for Warranty Battery replacement.

For example, the Battery Report provides extensive information on the condition of the battery.

Opinion

Will doing the homework (including the battery report) be enough?  Not sure - might depend on the Support Tech.  In so much that I am aware, there is no actual physical reason to require using HP Support Assistant as a means to verify / check / replace the battery.    Many of us with business class machines do not use HPSA.  Ask for a second-line, business machine tech.  (OK, that last is a suggestion - whether it works depends on who's available, I guess.)

Reminder: 

AFTER you try providing what the tech needs without resorting to fighting with HPSA, IF the tech is just plain stuck-on-a-theme, scroll down and check the "What if" comments

Start...

What you do depends on why you are asking for help with the battery.

For example,

If the battery is the original (came installed in the computer), it might be time to test and / or replace the battery - age and multiple charge cycles eventually wear down the battery function.

If the battery is no longer holding a charge, or if the charge rate is slower and tops out at a lower maximum charge, it is time to consider replacing the battery.

If the battery is showing signs of swelling (odd warping of the computer case, for example), the battery must be replaced.

Things that are the Battery

Partial Excerpt...

===============================================

"Fat" Battery / Bloated Battery / Swollen Battery – Sealed / Internal Battery

• Swollen battery might be hiding OR there might be evidence that the battery has inflated.  For example, notebook case is warped, touchpad stops working, “odd” bulging near the keyboard.

• If the battery is in a swollen or bloated condition, the battery must be removed from the computer and replaced.  There are no other remedies, tests, or useful options.

>>> Battery Swelling / Swollen – Start Here

===============================================

Information / Tests

Testing the hardware using HP PC Hardware Diagnostics (UEFI)

>>>  Testing and Calibrating the Battery (Windows 10)    <<<

Battery Alert Messages – What to do and FAQ

HP Notebook PCs - HP Battery Alert Appears Before Windows Starts

Article that explains Smart Battery Technology  

Battery use and care, how batteries perform over time, and expected battery life

How to: Understanding Lithium-Ion and Smart Battery Technology

===============================================

Run Component Tests – How to

This section does not apply to a bloated, inflated, swollen battery.

If you know the battery is failing / has failed - skip this section.

TKB Article contributed by HP Wes_notebooks 

Clear and easy to understand "how-to" instructions for completing component testing

Testing for Hardware Failures

TKB Article contributed by HP Expert Erico

What is going on with the battery installed in my computer?

Battery Report and other solutions

Is your notebook plugged in and not charging?

And

Video Help

How To Generate A Detailed Laptop Battery Report

===============================================

Thinking of replacing the battery on your own?

Find Parts and Replacement Procedure

      Open Product Home    >> Enter the full model name

• When the website opens, select category Manuals
• Look for and open the Maintenance and Service guide for your computer (document name varies)
• Search for “Battery” to find parts and replacement  >> Read the chapter on Replacement Procedures

NOTES  

1. The exact name of the service document varies, though usually the word "service" or "maintenance" is included in the name. 
2. The "Service Guide" and "User Guide" are not the same documents.

• Part numbers and replacement procedure are listed in the component replacement section (wording varies)

For this system:

Maintenance and Service Guide

Part number(s) and Replacement Procedure starts on Page 51

Description                                                         Spare part number
Battery, 3 cell, 50 WHr, 4.33 Ah                          933321-855

===============================================

HP Collection of “how-to” videos – Battery

Internal Batteries…

HP Support Channel - Collection of “how-to” videos

HP Video Gallery - YouTube

• Use Categories to narrow the results. 
• Select your Video

Example – Category 

HP PC Service Videos | Remove and Replace Parts

Cntrl-F   Search the page for Replace the Battery or Battery

Find a similar model type to your system > Select and watch your Video

No Video for your exact system?

YouTube has many, many videos - expand your search beyond the HP gallery offerings...

===============================================

Added for those reading...

Warranty Check – Contact HP

If the battery is failing (or has failed) and the computer is still in Warranty, contact HP Technical Support.

 “Everywhere” Contact Information - HP Technical Support

Open >  HP World-Wide Support

 Select your region and follow the prompts

===============================================

What else?

What IF no matter how much you kick and fight, the tech says, "Yeah, I need that HPSA"

Check whether the "Left over" bits from any old HPSA software are hanging around.

What?

HP Support Assistant "Software" type has two components, plus a bunch of data related to the way the software works.

Checking / removing "all the bits" might help when you need to install the HPSA from the website.

Uninstall the HPSA

Select and uninstall the HPSA type you have installed on your computer...

Uninstall HP Support Assistant Software 

FIRST > Uninstall the HP Support Assistant

Control Panel > icon view > Programs and Features 

Scroll down, find, Uninstall the HP Support Assistant

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.

NOTE:  If 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

Next,

 Uninstall HP Support Solutions Framework software from Programs and Features

Search or scroll down and find HP Support Solutions / Framework

Select (Click) and Uninstall the software

NOTE: 

When installed as part of HP Support Assistant software, 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. 

================================================================================

Uninstall HPSA Application >> Apps

FIRST > Uninstall the HP Support Assistant Application

Settings > Apps > Apps and Features 

Search or scroll down and find HP Support Assistant

Left-Click on the item (HP Support Assistant) > Uninstall

NEXT > OPTIONAL >> Uninstall HP Support Solutions Framework software from Programs and Features

     NOTE: 

     Search or scroll down and find HP Support Solutions / Framework

     If you find a listing for the Solutions software, then

     If you wish to do so, HP Support Solutions can be uninstalled, too.

     If removed, and wanted again later, HP Support Solutions can be reinstalled at Product Home

     Select to use “Auto-Detect” to install HP Support Solutions

Left-Click on the application (HP Support Assistant) > Uninstall

Restart the computer and log in.

================================================================================

Final Check – Software / Application is Removed

After the software is uninstalled (and the computer is Restarted), check to ensure the software is actually “gone”.

Settings > Apps > Apps & features

OR

Control Panel > icon view > Programs and Features 

If the software / application is found > Click to uninstall 

Restart the computer and log in.

==========================================================

Download, Save, Install the latest supported HP version of the HP Support Assistant

Website / Information / Video / White Paper / Download

HP Support Assistant

================================================================================

HP Device Support Home Page - References and Resources – Learn about your Device - Solve Problems

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Warranty Check, HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, Manuals > User Guide, Service and Maintenance Guide (Replacement Parts and Procedures), Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

HP EliteBook 840 G5 Notebook PC 

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The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

[Shuai0202]

Thanks! This is really a detailed reply! Will go through in detail...But when I was working with the support agent, he told me either use the HSA to check OR I would have to send laptop to depot which I would not be able to do...

I did run the batter report within Windows 10 which shows my battery: DESIGN CAPACITY 50,012 mWh; FULL CHARGE CAPACITY 34,378 mWh. This was the reason I went to HP support to see if my battery should be replaced under warranty. I can only get about 2-hour out of it...

[Dragon-Fur]

@Shuai0202 

You are welcome.

Seems like the battery is getting weak..

Yeah, but...

Well, you could try talking to someone else.

- As far as my own experience shows - and things might have changed...

In general, unless you live in a part of the world where mail is handled by pack-donkey (and yes, such places do likely exist),

HP Support does not just "send a battery" to the consumer as a Warranty repair item. 

To have the battery replaced under Warranty, the computer must be sent to the repair depot.

I cannot reconcile running HPSA as a means to change the way the Warranty repair operation works.

That said...

Because it sounds odd - I'll shunt this request off to Review.

You might hear back.

Keep in mind that our process is indirect - "We" are not support.

Ultimately, we have absolutely no influence over the support process.

Request for Review

• I have submitted a request that our Community moderators review your question / concern.

Worth Noting

• Our Community is not an HP business group.
• We are not HP Technical Support, nor are we HP Sales, Service, or Warranty.
• Our request for assistance on your behalf does not influence the outcome:  Our request is not a magic back door into HP Support.
• The time frame (how long it takes) for a response is not controlled by the Community.
• If / When there is a response, a Community moderator / agent will (should) post back on this thread before using other methods to contact you. 

Important

• Do not contact random numbers posted in a public or private message by “new members”.  Vermin are looking for victims – don’t be next.

• Please do not post any personal or case information here - we cannot make use of the data. 
• Posting personal information at a public site increases your risk from rats and scammers.

What else?

Personal Opinion

Batteries don't cost a lot of money - and after purchasing the battery >> replacing the battery yourself is faster.

If you decide to do so, it might be worth the effort.

Just don't break anything along the way...

Good Luck.

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

[Shuai0202]

Thanks again! I also reached out to internal IT to seek options.

[Dragon-Fur]

@Shuai0202 

You are welcome.

By all means - if you have an internal IT department, drop this one on them.

IT lives for solving problems. 

It is also true that your company / organization might have a vendor contract with HP for multiple systems. 

If this is the case, your IT department might have HP representative contacts.

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"