HP Support Assistant

[Steven40]

My problem relates to HP Support Assistant running on an HP laptop.  The problem started about a fortnight ago, I have since uninstalled the utility several times and completely removed all entries of it from the system.

What happens after installation is the HP logo sees that the installation is successful and places an HP logo in both the Task bar and in the start panel.  For all intent and purpose the program is on the system and ready to run.  This is where the problem starts.  If I click on any of the HP Support Assistant the initial screen appears stops for a few seconds with what look to be a dos screen then shuts down.  There are no error messages unless there is something in the black DOS screen.  The application shuts down.

Can I please get someone to assist me as I like the small application or is there something that I should be looking at to fix the problem.

[Dragon-Fur]

@Steven40 

Try / Consider

• Completely remove the HP Support Assistant and its companion software.
• Restart the computer and log in.
• Download-Save-Install the HPSA (which will install both parts of the Support package).

Please take the time to scan / read through everything and then start at “Complete Cleanup” Uninstall of HPSA and companion software

HP Support Assistant - Remove and Install

Stuck?  Cannot reinstall the HPSA software?  Standard installation works but does not actually help?

The "complete cleanup" option described below uninstalls 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.

There are settings to allow you to have the HPSA on the system without it updating your software "out from under you".  These settings allow you to use HPSA on your terms.

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).

Cleanup and installation may fix general issues, primarily those having to do with a corrupted HPSA database on the client system.

Removal and (Re)Installation does not fix actual errors.  For example,

• HPSA cannot handle package error conditions. For example, HPSA cannot fix an error in the installation package itself.

• HPSA cannot understand – and therefore cannot correct - undefined error conditions. For example, the program code does not include instructions “every” type of error.

• HPSA has been reported on occasion to install the BIOS and then have issues with the installation itself or become tangled in the process of rebooting / completing the BIOS installation.  The obvious takeaway for IT professionals (and everyone else for that matter) is to always manage and update the BIOS as a separate, manually installed update (Download, Save, Install).

• HPSA is an Update only software - it cannot, for example, search out updates for software that is not already installed on the computer.  

• HPSA might suggest an update that is not the same as that which is available in the computer's own Software and Drivers Website Support pages.   

• HPSA may not handle a condition where the Operating System on the computer is not a supported Operating System version.  For example, if you are running Windows 10 and there are no supported software and drivers for Windows 10, HPSA may hang while trying to find non-existent drivers.

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:

Always connect the computer to AC Power and leave the power connected during the entire BIOS update procedure.

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

• Click on each update in the list to see a short description of that package
• If BIOS is offered, simply set to “ignore” or otherwise remove this update from list of potential updates
• If desired:  Install other HP software and updates using HPSA or manually install those updates

Check Current BIOS version

Control Panel > icon view > Administrative Tools > System Information

System Summary - Check the information next to BIOS Version / Date 

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

“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

1. 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

1. Restart the computer and log in

1. 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.

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

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, User Guides, Product Information, more

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

HP Pavilion 15-aw008AX

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