A newer version of HP Support Assistant is installed

[JollyGreenGelat]

I am trying to install the latest version of HP Support Assistant. At the end of the installation, I get the following message "A newer version of HP Support Assistant in installed. Setup will now close."

I've tried a few things to resolve this:

• Uninstalled the current version of Support Assistant
• Restarted the computer
• Created a new user account and tried to install Support Assistant there

I've confirmed that Support Assistant is not showing up in my list of programs to remove. When I do a universal search in Windows, it doesn't show up. I'm not sure why the system still thinks that a version of Support Assistant is installed.

[Echo_Lake]

@JollyGreenGelat

Thank you for posting on the HP Support Community.

First, try windows update: To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Next: Let's try to download and install .NET Framework packages from Microsoft. Microsoft .NET Framework 4.6 (Web Installer) and then try to install HP support assistant software. (Microsoft suggested steps) 

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

Hope this helps! Keep me posted for further assistance.
If I have helped you resolve the issue, feel free to give me a virtual high-five by clicking the 'Thumbs Up' icon below, Followed by clicking on "Accept as solution" from the drop-down menu on the upper right corner, Thank you for posting in the HP Support Community.  Have a great day!

[JollyGreenGelat]

Sorry for the late reply! I did install two small updates on the laptop through Windows update. I did also try to install .net, but during the installation it said that I already had the version installed. I tried to install support assistance once again, but I received the same error. Any other suggestions would be appreciated!

[Echo_Lake]

@JollyGreenGelat

Thank you for posting back.

Let's uninstall the HP support assistance and update the system bios, once bios update is successfully installed then install HP support assistance and check:

BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629

Hope this helps! Keep me posted for further assistance.

[JollyGreenGelat]

I confirmed that the BIOS version installed on my laptop is the newest one (22 rev A). I also re-checked and the Support Assistant program is not currently installed on this laptop. I went back to the HP Support Assistant webpage and downloaded the newest version. I tried installing it but like before, it says that a newer version is already installed. It seems that there is something still on my computer that makes the support assistant believe that a newer version is already on the system.

[Echo_Lake]

@JollyGreenGelat

Thank you for posting back.

I appreciate your efforts to try and resolve the issue. As you've performed relevant troubleshooting steps and the issue persists, this sounds like software related issue. I would request you to contact our Phone Support and our Support Engineers should be able to Remote into your computer and sort this out.

1)Click on this link – www.hp.com/contacthp/
2)Select the product type.
3)Enter the serial number of your device or select let HP detect your product option.
4)Select the country from the drop-down.
5)You should see the HP phone support number or Chat option listed.

Please feel free to contact us here anytime you need any further assistance.

[JollyGreenGelat · Accepted solution]

Thank you for the suggestion Echo_Lake. I had an HP engineer remote into my laptop and after ~20 minutes, they found HP Support Assistant still installed on my C drive, even though it was not showing up in Programs and Features. He launched the HPUinstall application as an administrator, ran through the uninstall process, then we were able to install the newest version. 

[Echo_Lake]

@JollyGreenGelat
Thank you for posting back.

Glad to hear that the issue is resolved. If you need any help, feel free to reach out to us.

Have a nice day ahead.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.