problemas permanentes con ShellExperienceHost.exe

[Hawks_Eye]

Yes, that’s correct — you’ll need to download sp171501.exe, which is the installer for the HP App. Once installed, you’ll be able to access the Diagnose & Fix option directly inside the HP App.

Regarding your Windows version: HP’s support site usually lists “Windows 11” as a single option rather than breaking it down by sub‑versions like 25H2. In this case, you should select the option that simply says Windows 11. That covers all current builds, including 25H2, so you’re safe to proceed with that choice.

So the sequence is:

1. On the HP Support site, enter your PC model.
2. Under Software – Utility, choose HP App (sp171501.exe) listed for Windows 11.
3. Download and run the installer.
4. After installation, open the HP App from the Start menu and select Diagnose & Fix.

Thanks,

Hawks_Eye

[viajero1]

The download option I'm seeing is this:

HPSupportSolutionsFramework-13.0.1.131.exe

And it's completely different from the one you mentioned...what am I doing wrong?

Regards

[Hawks_Eye]

It looks like you’ve landed on the wrong download. The file you mentioned — HPSupportSolutionsFramework‑13.0.1.131.exe — is the installer for HP Support Assistant, not the HP App (sp171501.exe) that contains the Diagnose & Fix feature. That explains why it looks different.

Here’s how to make sure you get the correct package:

Go to HP Support Site

You need to start from HP’s official Software and Driver Downloads page.

Visit https://support.hp.com → Software and Driver Downloads

Enter your exact PC model (e.g., HP Laptop 15‑fd0xx)

Press Enter to load the drivers list

Select Windows 11

HP lists Windows 11 as a single option covering all builds, including 25H2.

Choose Windows 11 from the operating system dropdown

Ignore sub‑version differences — 25H2 is included

Locate HP App (sp171501.exe)

Correct Installer

This is the utility that provides Diagnose & Fix.

Under Software – Utility section

Look for HP App or HP Application sp171501.exe

Do not select HP Support Solutions Framework

Download and Install

Run the installer to set up the HP App.

Click Download

Run sp171501.exe

Complete the installation wizard

Access Diagnose & Fix

Once installed, the tool is inside the HP App, not on the website.

Start menu → HP App → Diagnose & Fix

Launch HP App

Select Diagnose & Fix

Allow the scan to complete

So in short: ignore the Support Solutions Framework download — that’s a different utility. Make sure you’re under Software – Utility and select HP App (sp171501.exe) for Windows 11. Once installed, you’ll see Diagnose & Fix inside the HP App itself.

Regards,

Hawks_Eye

[viajero1]

I am happy for the help I receive but sad because I do not know how to evolve and solve the instructions you tell me:

"Here's how to make sure you get the correct package:

Go to HP Support Site
You need to start from HP's official Software and Driver Downloads page.

1)Visit https://support.hp.com → Software and Driver Downloads

Enter your exact PC model (e.g., HP Laptop 15‑fd0xx)

Press Enter to load the drivers list

2) Select Windows 11 HP lists Windows 11 as a single option covering all builds, including 25H2.

Choose Windows 11 from the operating system dropdown

Ignore sub‑version differences — 25H2 is included

3) Locate HP App (sp171501.exe)
Correct Installer

This is the utility that provides Diagnose & Fix.

Under Software – Utility section

Look for HP App or HP Application sp171501.exe

Do not select HP Support Solutions Framework"

The problem is when I have to follow the instructions in step 3, because everything was fine up until now, but I'm attaching a screenshot showing where I need to go in step 3 because I don't know where to go.

Thanks

[Hawks_Eye]

Thanks for sharing the screenshot — that helps clarify exactly where you’re getting stuck. You’re on the correct HP support page, and you’ve already selected Windows 11 as the operating system. The next step is to scroll down through the list of available downloads until you reach the section labeled Software – Utility.

Here’s how to proceed from that screen:

1. Stay on the page where your model (HP 255 G8 R5‑5500U) is identified and Windows 11 is selected.
2. Scroll down past categories like Driver – Graphics, Driver – Audio, etc.
3. Look specifically for the category Software – Utility.
4. Inside that section, you should see an entry called HP App or HP Application with the filename sp171501.exe.
   • This is the correct installer that contains the Diagnose & Fix tool.
   • Do not click on HP Support Solutions Framework — that’s a different utility (HP Support Assistant).
5. Click Download next to HP App (sp171501.exe), run the installer, and complete the setup.
6. After installation, open the HP App from the Start menu and select Diagnose & Fix to run the scan.

So the key difference is: the HP App (sp171501.exe) is found under Software – Utility, not under the general support framework section. If you don’t see it immediately, keep scrolling — it’s usually listed a bit further down the page.

Thanks,

Hawks_Eye

[viajero1]

Hawks_Eye, thanks, but there aren't any options under the "Software and Utilities" section; I'm getting a bit desperate. I'm reposting a photo of what appears further down.

[Hawks_Eye]

Thanks for sharing the second screenshot — that clears up why you’re not seeing the HP App entry. On your model’s support page, the “Software – Utility” section is missing, which is why you only see categories like BIOS, Drivers, Firmware, and Diagnostics. That explains the confusion: not every HP model lists the HP App (sp171501.exe) directly under its drivers page.

Here’s how you can still get the correct installer:

Go directly to the HP App download page

• Open the HP Support site: support.hp.com
• In the search bar, type HP App sp171501.exe.
• This will take you to the standalone package page, even if your model’s driver list doesn’t show it.

Alternative path via HP Support Assistant

• If the HP App isn’t listed for your model, install HP Support Assistant (the file you saw earlier).
• Once installed, open HP Support Assistant → look for HP App / Diagnose & Fix under tools.
• In some models, HP bundles Diagnose & Fix through Support Assistant instead of a separate download.

Confirm installation

• After running sp171501.exe (or accessing Diagnose & Fix via Support Assistant), open the Start menu → HP App.
• Inside, you should see Diagnose & Fix. That’s the tool you need to run for ShellExperienceHost.exe issues.

Thanks,

Hawks_Eye

[viajero1]

Hi, it’s not showing up for me, but I see you’re now mentioning "HP App sp171501.exe" (with "app"). I’m on my computer—could that be the reason it’s not appearing? When I search for "HP App sp171501.exe," no download links come up. Is there another way to do it?

Regarding the alternative installation method via HP Support Assistant that you mentioned:

If the HP app does not appear in the list for your model, install HP Support Assistant (the file you saw earlier).
Once installed, open HP Support Assistant and look for "HP App" or "Diagnose & Fix" in the tools section.
On some models, HP includes the diagnostic and repair function within Support Assistant instead of offering a separate download.

What is the link for this alternative method?🙏

Regards.