os update

[Scott34]

No error messages regarding the download of Win 10 failing because of HP Encryption. According to the update the HP app must be deleted. Anyone else having this issue before the new update from Windows!? And if this is true, that there's no fix, how do I delete the app?

Thank you

Scott

[IT_WinSec · Accepted solution]

Hello @Scott34

Thank you for posting in the HP Support forum !

There are certain things you SHOULD do before uninstalling HP Client Security.

This is HP's suite of security apps to help protect your business class PC from diffirent securitu risks.

HP Client Security Manager often comes in combination with HP Drive Encryption software.

If your disk is currently encrypted by this software, you should first open HP Client Security Manager (icon in your systray or in your Start menu)  -> click on Drive Security and follow the on-screen instructions to DECRYPT the HDD. Note that this is generally slow process and may take several hours or more depending your the amount of your HDD and your PC specifications.

You may also check if you have preboot authentication enabled. Open the HP Client Security home page -> click on the wheel Settings button -> Security Features and check there is no tick next to Power-On Authentication

With regards to HP Client Security and HP Drive Encryption, here are some screenshots with regards to these suggestions >>

https://onedrive.live.com/?authkey=!AEyZq_GEDdnNQnE&id=73EA0FA259008E8!107&cid=073EA0FA259008E8

Finally, please restart your computer (restart, not shutdown + start again)

Eventually, attempt to uninstall HP Client Security using the standard method from Control Panel >> Programs and features

Please, let me know how it goes.

[Scott34]

Thank you for the reply. However, does this mean that HP isn't going to change the encryption app to work with the update from WIN 10?

[IT_WinSec]

---

@Scott34 wrote:

Thank you for the reply. However, does this mean that HP isn't going to change the encryption app to work with the update from WIN 10?

---

Hi,

I guess you mean Creator's Update for Windows 10 ? I haven't tested it myself with Creator's update because Creator's Update is not already available for business users (should still be in Current Branch for Win 10 Home edition). Business users with Win 10 Pro or Enterprise are advised to use Current Branch for Business.  >Here< you can find more info re. the branches.

Generally speaking, HP security and encryption software is compatible with latest Windows 10 versions. However, in this case it is not HP software guilty. Any kind of encryption software (full disk encryption) needs to be removed (HDD must be decrypted) before Windows upgrade. Windows cannot do it on encrypted (locked) disk. This is why Windows/Microsoft asks you for deleting the HP app before the update.

Hope this answers your query. Let me know if this works for you

[Scott34]

My 'C' drive is not encrypted, so that's not an issue, but I need someone to write out how to delete the HP encryption so I can get the WIN10 upgrade.  I am not very computer savy.

Thank you

[IT_WinSec]

---

@Scott34 wrote:

My 'C' drive is not encrypted, so that's not an issue, but I need someone to write out how to delete the HP encryption so I can get the WIN10 upgrade.  I am not very computer savy.

Thank you

---

If your drive or partitions are not encrypted, just go to Control Panel > Programs and features.

Uninstall HP Drive Encryption software

Uninstall other HP security related programs (if present)

Uninstall HP Client Security Manager - eventually

After that restart your computer and your should be able to install the Windows 10 Creators Update

If you still face difficulties, go to Control Panel > Programs and features

Take a screenshot of what shows up > https://www.take-a-screenshot.org/windows.html

Post (attach) the screenshot here in your next reply

[Scott34]

Here are all the HP files listed in Programs. I retried uninstalling the encryption software, but the system will not let me do so.

HP Customer Participation Program 14.0 

HP Drive Encryption 

HP ESU for Microsoft Windows 7 

HP Hotkey Support 

HP Imaging Device Functions 14.0 

HP Officeiet EDO E7Dg Series 

HP SoftPaq Download Manager 

HP Software Setup 

HP Solution Center 14.0 

O HP Support Assistant 

HP Support Information 

HP Support Solutions Framework 

HP System Default Settings 

HP Theft Recovery 

HP Universal Camera Driver 

HP Update 

Hewlett- 

Hewlett- 

Hewlett- 

Hewlett- 

Hewlett- 

Hewlett- 

Hewlett- 

Hewlett- 

Hewlett- 

Hewlett- 

Packard Company 

Packard Company 

Packard Company 

Packard Company 

Packard Company 

Packard Company 

Packard 

Packard Company 

Packard Company 

Packard Company 

3/7/2017 

2016 

12/3/2014 

11/11/2015 

3/7/2017 

3/7/2017 

12/3/2014 

12/3/2014 

3/7/2017 

9/29/2015 

4/7/2015 

2015 

12/3/2014 

2015 

5/17/2017 

10/1/2015 

98.5 MB 

84B MB 

MB 

39.7 MB 

4.69 MB 

86.1 MB 

338 MB 

10.7 MB 

3.17 MB 

11.2 MB 

30.7 MB 

8.08 MB 

14.0 

8.6.11.10 

2.5.1 

62.5.1 

14.0 

14.0 

3.5.1.o 

8.7.5 

14.0 

84.1441 

13DODDDO 

12.722.13 

2.7.1 

830.7 

3.58.14 

5D05D02D02 

SunpIusIT 

Hewlett- Packard 

[IT_WinSec]

Hello,

Based on the list provided you will need to

1. Go to Control Panel > Programs and features.

2. Uninstall HP Drive Encryption software... (do not restart immediately)

3. Uninstall HP Theft Recovery. .. (do not restart immediately)

4. Uninstall HP Client Security Manager

5. Restart the computer after all these have been restarted.

If some of the applications fails to uninstall properly and produces some sort of an error message during its specific uninstallation, you need to repair this specific app before second attempt.

1) If HP Drive Encrytion is installed but gives you an error during uninstallation, re-download it from here >> https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-probook-450-g2-notebook-pc/6943826/swI...

2) If HP Client Security is installed but gives you an error during uninstallation, re-download it from here >> https://support.hp.com/us-en/drivers/selfservice/swdetails/hp-probook-450-g2-notebook-pc/6943826/swI...

When the installer is downloaded, run it. If the installation offers you repair or uninstallation of previous version, choose to uninstall it. Otherwise, proceed to install the latest version. It will repair the existing one. Upon successful repair, reboot this computer and attempt to uninstall the application again - at the end. Hopefully, after being repaired it will uninstall.

I just checked and for your PC model HP Drive Encryption is not listed as officially compatible with Windows 10. Therefore, if you uninstall it now, after Creators Update upgrade you may need to use another application such as Windows BitLocker or VeryCrypt

Let me know how it goes.

[Scott34]

Ok. I checked out the three items you listed and noticed I do not have the HP Client Security file which, apparently, needs to be deleted first before the others can be. Where is this file kept on the computer?

Thank you.

[IT_WinSec]

I hope you don't mind - just a small remark - HP Client Security is not a file but a program. It should be uninstalled last.

If you do not have it listed in the installed programs list, it might not be installed at all (although this is unusual).

Just remove the other ones. If you believe it has been corrupted or missing, just reinstall the program from the list posted in my previous post. When ready, follow the steps there to remove them all.