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Jaina
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Error message when accessing HP Support Assistant

HP Recommended
Microsoft Windows 10 (64-bit)

Hello:

I'm getting an error message while trying to get the HP Support Assistant to open on my Windows 10 laptop model #14dk0002dx. It tells me I need to download a file SP108770, I do this and then click on the file. I think it tries to install but gives a message "newer version exists" and exits. Can anyone tell me what's going on? I have the HPSA icon in the systray but when I click it, it says I need an app to open the HPSA link and tells me to look in the Microsoft store. When I click to open the store, nothing is found. I'm quite confused. If I try to uninstall the HPSA using control panel, it isn't listed, so I can't get rid of it to try a reinstall. Help! Hope this makes sense. 

 

1 REPLY 1
Xavier-M
Level 4
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Message 2 of 2
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HP Recommended

Hi @Jaina Please follow the steps below as we released a new version to fix this issue:

 

1. Right-Click on your Windows Stat Menu and click Apps & Features

2. Scroll down until you find HP Support Assistant

3. Click on Uninstall 

4. A dialog will appear for "Keep Preferences", Click No

5. Close any browser window that may open up.

Note: If you don’t currently have HPSA installed and are seeing that message "A newer version of HPSA is installed" Please proceed with Step #6 below:

6. Go to our HPSA page: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html

7. Before you click on download HPSA button, press Ctrl+R button on your keyboard to clear any browser cache. Then click on the download button

8. Once downloaded, open the file and continue clicking Next button and let the installation finish. Once installed successfully, you should see a prompt "HP Support Assistant has been installed successfully"

9. Click on your start menu and type: HP Support Assistant or HPSA icon on Desktop and open the app and it should open normally as before.

 

Thank you for the patience as we worked through this issue and sincerely apologize to everyone's inconvenience.

 

-HPSA PM 

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