HP Support Assistant Troubleshooting Error Message

[LarryG276]

Every time I try to use HP Support Assistant for any troubleshooting function, I get an error message:  "An error occurred while attempting to load the content you requested."   I don't know how long this error has been occurring but I'm sure that I've used these functions in the past.  Also, Visit HP Support Forums is a dead link.  Is HP Support Assistant no longer functioning?

[Dragon-Fur]

@LarryG276 

HP Support Assistant, as an entity, is not "defunct" and should be working.

We cannot actually "fix" HPSA - we can provide the information to remove it from your computer and reload it from the HPSA Website.  Not a lot.  It is what we have...

That said,

There are two flavors / types of the HP Support Assistant available.

1 ) Software Flavor

HP Support Assistant Software, when installed, is located in Programs and Features

and, includes

HP Support Solutions Framework (companion software to HPSA), when installed, is located in Programs and Features

OR

2) Application Flavor

HP Support Assistant Application, when installed, is located in Settings > Apps > Apps and Features

At this writing, the application is likely version 9.6.x

Which kind or "flavor" of HPSA (that) you have installed (and can install) depends on your particular hardware (computer).

Preparation

Before you make changes to your computer:  Create a Restore Point

Stop / Exit all programs:  Browsers, games, Applications, etc.

Control Panel > icon view > System > System Protection > 

Click (Highlight) your main disk (C) > Select Create a Restore Point

Next... Determine what you have installed...

1. Which "kind" of HPSA do you have?
2. Which "version" of HPSA do you have?

Settings > Apps > Apps and Features 

Search or scroll down and find HP Support Assistant

Left-Click on the item (HP Support Assistant)

If the HPSA on your system is "software", it will list out as version 8.x (at this writing).

If the HPSA on your system is "software", the companion software will be listed, too:  HP Support Solutions Framework

If the HPSA on your system is "application", Click Advanced Options > note the version (likely 9.6 or higher)

What if?

If you are running a much older version of Windows, it is possible HPSA "software" may not even list in the "Apps" section.

If this is the case, find your HPSA software in Control Panel > icon view > Programs and Features.

Next,

Uninstall the HPSA

Software Flavor - (If) HPSA Not listed in Settings > Apps

1. 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 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

1. NEXT > 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.

1. Restart the computer and log in. 

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

Any Flavor -  HPSA listed in Settings > Apps

Settings > Apps > Apps and Features 

Search or scroll down and find HP Support Assistant

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

Search or scroll down and find HP Support Solutions Framework

If you find a listing for the Solutions software, then

Left-Click on the item (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

Partial excerpt from the Website:

“Ready to go on your HP PC

HP Support Assistant is included on new HP desktop and notebook PCs. You can install it on PCs from other manufacturers for easy access to support resources and tools for HP printers and PCs. Click the ? icon on your system tray to start HP Support Assistant or download now. During setup, selected new HP PC models running Windows 10 will receive version 9. All other PC models will receive version 8.”

-------------------------------------------------------------------------------------------------

• After download:  If you have ‘Admin’ control, 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

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

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

Device 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, User Guides / Manuals, 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 Pavilion 15-cc500 Laptop PC 

Thank you for participating in our HP Community.

We are a volunteer community workforce dedicated to supporting HP technology

Click Thumbs Up to say Thank You for the help.

If the answer helped resolve your issue, Click "Accept as Solution" .