HP support assistant does not display actual product (HP Spectre)

[MarcSch]

Hello, I have several working HP Desktop PC's (Pavillon and Envy) where the application "HP support assistant" displays correctly the products (PC, printer) installed on that unit.

On my notebook/tablet "Spectre X2" the HP support assistant does not show the notebook/tablet as a product.

Also I can not add manually the product "Spectre" to the HP support assistant, it responds with -  product is already registered.

Why is the product "Spectre X2" not shown as a product in the "HP support assistant" on that notebook/Tablet?

Thanks for any suggestions.

[Jeet_singh]

@MarcSch,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips!  I understand clearly that you need assistance with support assistant issues. I will be delighted to assist you here. 🙂

Splendid effort and fabulous description of the issue before posting. Kudos to you on that score.  You are a valued HP customer and it is paramount to assist you here. I take it as a privilege to share this platform with you. 

•     When did this first begin?
•     Did it start after a windows or app update?
•     Please provide the complete model# of the unit to assist you better.

Please check these links out to troubleshoot HP support assistant.

Please uninstall HP support assistant completely from control panel> programs and features

Then install the latest version of HP support assistance from this link: HP PCs - Using HP Support Assistant (Windows 10, 8, 7)

Click on Downloading and installing the latest version of HP Support Assistant

Next thing, I would suggest you follow this link: HP PCs - Troubleshooting HP Support Assistant (Windows 10, 8, 7)

Hope this helps. Let me know how this goes. I genuinely hope the issue gets resolved without hassles and the unit works great. Please reach out for any issues and I'll be there to assist you.

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

[MarcSch]

Hello Jeet_Singh, thanks for your help in this case. I have deinstalled the Support assistant as mentioned and reinstalled the application. It showed me all the registered units from the other desk tops, not the Spectre X2.

I'm now deinstalling Support assistant again and reinstalling an older version (sp78153.exe) which I know works.

Now it works and shows - HP Spectre X2 Detachable, SN 5CD5505RJK, PN P4H70EA#UUZ.

Maybe you can give me some additional hints why with the latest version of Support assistant it does not show in the window "My PC" the HP Sepctre?

Thanks for your help.

[Jeet_singh]

@MarcSch,

Thanks for the update,

I'm glad to hear you found the solution you were looking for, however, you are having issues with the latest version of support assistant not showing the HP Spectre product. 

Don't worry I'll do my best to help you with this.

Let's try to use a third party software such as Ccleaner to uninstall the HP Support Assistant. Once done, restart the computer and then create a new User account.

It could be an operating system issue with the machine. Try to create a new local user and then try to install HP Support Assistant. Follow the steps here to create a local account on your PC: Create a local user or administrator account in Windows - Microsoft Support  Now, login to the new account and then check if the HP Spectre product is listed under HP Support Assistant. 

Let me know if those steps worked for you.

If they did, that’s awesome!

Give us some reinforcement by clicking the solution and kudos buttons,

That’ll help us and others see that we’ve got the answers!

Good Luck.

[MarcSch]

Hello Jeet_singh, thanks for your inputs to try.

Before I start with the next steps as you pointed out I have the following question about the HP Support Assistant:

Is it wanted, that dependent on the size of the window all registered products are shown on each PC?

Eg. if the window of the support assistant is kept small, only 3 products are shown if you make it full screen all products are shown. --> See Dropbox: https://www.dropbox.com/sh/n0akmarzh292vqy/AABC8d_wbZKHVxu3FgEtHrh7a?dl=0

I was under the assumption that each PC / Laptop / Tablet shows its particular installed (SW) HP products including the PC.

If this is the case, then there is no problem.

Thank you for your comments and help.

Regards, Marc

[Jeet_singh · Accepted solution]

@MarcSch,

Thanks for the update,

I'm glad to hear you found the solution you were looking for. However, you have a concern regarding the window of the support Assistant when kept small shows only 3 products. 

Anwering to your question, that how the windows is designed, Only when you have the full screen everything would be displayed.

I hope this helps. Let me know if you need any further assistance. 

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, 

mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards, ​​​​​​​

[MarcSch]

Hello Jeet_Singh, from your comment I understand that the HP support assistant installed in each PC station is designed to display always all registered products when you have the window fully open.

In this case it resolves my questions / case.

Thanks again for your appreciated help.

Marc

[Jeet_singh]

@MarcSch,

Thank you for replying,

I'm glad I could contribute towards resolving the issue and finding the solution you were looking for.

Thanks for taking the time to let the community know about the solution.

You've been great to work with and it has been a genuine pleasure interacting with you.
I hope both you and your product works great and remain healthy for a long time 😉 

Take care now and do have a fabulous week ahead. 🙂
Regards,