support assistant keeps loading

[adamdcampbell]

Support assistant keeps loading

[A_Gayathri]

Hi @adamdcampbell,

Welcome to The HP Support Community.  

Thank you for posting your query, I will be glad to help you.

I understand the HP Support Assistant on your HP G61-401SA Notebook PC is stuck on a loading screen or not responding, here are some troubleshooting steps you can follow:

Step 1: Restart Your Computer

1. Restart your notebook and try reopening HP Support Assistant.
2. Sometimes, a simple reboot can resolve loading issues.

Step 2: Update HP Support Assistant HP Support Assistant

1. Uninstall the existing version:
   • Open Control Panel > Programs > Uninstall a Program.
   • Locate HP Support Assistant, right-click, and choose Uninstall.
2. Download and install the latest version:
   • Go to the HP Support Assistant download page.
   • Download and install the latest version for Windows.

Step 3: Clear Temporary Files

1. Open the Run dialog box by pressing Windows + R.
2. Type %temp% and press Enter.
3. Delete all files in the temporary folder.
4. Retry launching HP Support Assistant.

Step 4: Check for Windows Updates

1. Open Settings > Update & Security > Windows Update.
2. Install any pending updates and restart your computer.

Step 5: Reset HP Support Assistant

1. Navigate to the following location:
   • C:\Users\[YourUsername]\AppData\Local\Hewlett-Packard\HP Support Framework
2. Delete all files in this folder.
3. Restart HP Support Assistant.

Step 6: Use HP PC Hardware Diagnostics HP PCs - Testing for hardware failures

If HP Support Assistant still doesn’t work:

1. Download and install HP PC Hardware Diagnostics.
2. Run the diagnostics tool to ensure no hardware issues are causing the software to malfunction.

I hope this helps. 

Take care and have a good day.

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