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After Update HP Support Assistant starts but doesn't show any information (Black circle running)

HP Recommended
HP Envy x360
Microsoft Windows 10 (64-bit)

I have a fresh new machine just unpacked. 

After a while of setting up my software the HP Support Assitant informs me that there is a new version.

OK I installed it.


Now the  Support Assistent starts but just show a cricle (ring) running and running.

Uninstall, and new Install doesn't help either. Same effect. I am asked about the settings after a fresh new install but after that, I see the running circle again.

The application can be closed normally, but I can press no buttons, or can choose Login.


Any ideas? Any data I can delete after uninstall?


TIA Martin

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HP Recommended



Brand new machine may need more than one round of Windows Updates to fully update Windows.

See to that first, that is, "Check for Updates" until there are no more of these.

If any updates are installed, Restart the computer even if not specifically directed to do so.


HPSA not working?  Yank it out, start over...

“Complete Cleanup” Uninstall of HPSA and companion software



  • Before you start, it is best that your Windows Updates are already current and installed.
  • Before you make changes to your computer:  Create a Restore Point

Stop / Exit all programs:  Browsers, games, Applications, etc.

Control Panel > icon view > System > System Protection

Click (Highlight) your main disk (C) > Select Create a Restore Point




  1. FIRST uninstall the HP Support Assistant


Control Panel > icon view > Programs and Features 

Scroll down, find, Uninstall the HP Support Assistant

After the uninstall is completed, Restart the computer and log in


Important:  When / If asked whether you want to save any presets / personal HPSA information, respond to have your personal data associated with the program removed along with the HPSA software.


NOTE:  If the software will not uninstall, appears to be removed and then shows up again, or is otherwise not “going away” when you tell it to do so, try an Uninstaller program.

Microsoft:  Fix problems that block programs from being installed or removed



  1. Next, Uninstall HP Support Solutions Framework software from Programs and Features


NOTE:  HP Support Solutions Framework is a subset of HPSA.  For this reason, HPSA must be uninstalled before the Solutions Framework can be removed.


  1. Restart the computer and log in. 


Final Check – Software is Removed


  • After the software is uninstalled (and the computer is Restarted), check to ensure the software is actually “gone”.


Settings > Apps > Apps & features >

Scroll down the list, look for HP Support Assistant (and / or HP Support Solutions Framework)


If the stubborn software is found in the list, click to uninstall it, Restart and log in.



Installation – HP Support Assistant


Download, Save, Install the latest supported HP version of the HP Support Assistant


Website / Information / Video / White Paper / Download

HP Support Assistant


Partial excerpt from the Website:


“Ready to go on your HP PC"

HP Support Assistant is included on new HP desktop and notebook PCs. You can install it on PCs from other manufacturers for easy access to support resources and tools for HP printers and PCs. Click the ? icon on your system tray to start HP Support Assistant or download now. During setup, selected new HP PC models running Windows 10 will receive version 9. All other PC models will receive version 8.”



  • After download:  If you have ‘Admin’ control, highlight the package and “double-click” to install it, else Right-Click, select run as Administrator
  • After the software is installed:  Restart the computer and log in


Optional - After the software is installed, PIN the program to your Windows Start Screen


Windows key (Start) > list "All apps" > open category "H"

Click open category HP Help and Support

Right-Click on HP Support Assistant PIN to Start



Help and Troubleshooting for HPSA


READ:  Get help and Learn about the HPSA software

HP PCs - Using HP Support Assistant (Windows 10, 8, 7)

HP PCs - Troubleshooting HP Support Assistant - Windows 8.x and Windows 10




Normally, the clean install will take care of any anomalies.


That said, there is little to be done about HP Support Assistant - it should work but it may not and it is not always clear what, if anything, can be done.  You do need a good Internet connection, and your security software cannot be blocking operations.  I am NOT saying, this is happening, just a "heads up" to check and make sure the HPSA is not being restricted.


One more thing:  HPSA is "update" software - if there is a software / driver missing, that is, not installed at all, HPSA cannot find, extract, update that driver.


What else?

Open your computer's homepage > open Category Software and Drivers

Open / Expand the software and drivers

Take a look at the list - for example, you may want to manually download / install the more critical of the drivers, including (for example), chipset, network, graphics, BIOS (do this one separately and ONLY while connected to AC power).


Find out...

What is already installed on the system?

What version of Windows are you running?

Some places to check:

Control Panel > icon view > Administrative Tools > System Information

Control Panel > icon view > Device Manager


(freeware version)

Belarc Advisor


Read about Belarc before you download / install to reassure yourself about what it does - and does not do.

Once the software is run, the results will open on your default browser - leave the page open to use as a reference while you check the update list.


Device Home Page - References and Resources – Learn about your Device - Solve Problems

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Warranty Check, HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides / Manuals, Service and Maintenance Guide (Replacement Parts and Procedures), Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

Open Support Home

Enter the name of your device


Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

Click Thumbs Up to say Thank You for the assist.

Answered? Click "Accept as Solution" to help others find it.




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Using a restart after each phase worked.

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