HP Support Assistant stopped working - it shows Feedback panel and then does nothing

[tanstaffl]

HP Support Assistant recently stopped working.  When I run the app it shows all my devices correctly.  However, if I click on Software & Drivers I get a brief display of the circular busy icon, but I don't get to the usual display of my laptop connecting to the network, etc.  In addtion, the "Updated" date is not changed to today's date.

Also, on the Fixes and Diagnostics panel any Launch I click on opens an HP Feedback window.  When I cancel out of that I get no window for the actual function I am supposed to use.  This is true for all except Battery Check, which runs fine.

In C:\Program Files (x86)\HP Support Framework folder I noticed that HPSupportAssistant.dll is dated 11/2/20, so there must have been a recent update. Version is 9.88.838.0.

I *can* run the individual applets directly however.  In \Resouces\HP Performance Tuneup I can run HPPerformanceTuneup.exe successfully.  Audiocheck, Networkcheck, OScheck are also runnable directly  HPupdate fails because it's looking for some parameters likely fed to it by HPSA...

[Xavier-M · Accepted solution]

Hi @tanstaffl Please follow the steps below as we released a new version to fix this issue:

1. Right-Click on your Windows Stat Menu and click Apps & Features

2. Scroll down until you find HP Support Assistant

3. Click on Uninstall 

4. A dialog will appear for "Keep Preferences", Click No

5. Close any browser window that may open up.

Note: If you don’t currently have HPSA installed and are seeing that message "A newer version of HPSA is installed" Please proceed with Step #6 below:

6. Go to our HPSA page: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html

7. Before you click on download HPSA button, press Ctrl+R button on your keyboard to clear any browser cache. Then click on the download button

8. Once downloaded, open the file and continue clicking Next button and let the installation finish. Once installed successfully, you should see a prompt "HP Support Assistant has been installed successfully"

9. Click on your start menu and type: HP Support Assistant or HPSA icon on Desktop and open the app and it should open normally as before.

Thank you for the patience as we worked through this issue and sincerely apologize to everyone's inconvenience.

-HPSA PM 

[tanstaffl]

I was not able to uninstall the HP Support Assistant because it is not listed in Programs and Features.

I downloaded the Service Pack as you instructed and installed it.   The HP Support Assistant functions correctly now.

Thanks for your assistance!