Error upgrading HP Support Assistant

[taherte2]

When I opened HP Support Assistant there was a message at the top that a new version was available so I pressed the button to install it. The upgrade failed with message "hp support assistant was not installed successfully an error occurred during the installation:- 2". The upgrade process deleted the previous version of HPSA so I took the option to install the legacy version of HPSA. That failed as well so now I am left with no working version of HPSA.

My laptop is still under warranty so I reached out to support. They couldn't resolve the issue ad referred to Smart Friend suppot. They said the issue is an operating system issue and wanted to sell me a service with a monthly charge. Seems to me that the install process should have checked the OS before doing the install and deleting the previous version.

I know other people have had this issue. Has anyone found a solution and been able to install either the new version or the legacy version after getting the error install version 9?

[taherte2]

I should mention that when I tried to install the legacy version after the upgrade failed, the legacy install worked, but then that process tried install the upgrade which deleted the just installed legacy version and then failed installing version 9.

[Dragon-Fur]

@taherte2 

Welcome to the HP Community --

True - HP Support handles in-Warranty hardware repair for those items covered by the contract.

What?

Software is not generally covered by the hardware warranty --

Yes, a logical step would be to offer what is available, that is, a contract / purchase for software support.

The solution might be to uninstall and then not reinstall the HP Support Assistant.

What?

Neither the software version (legacy) nor the app version (9.x and later) are listed in your system's Software and Drivers.

The legacy version of the HPSA is not compatible with your newer hardware and your Windows 11.

Avoid installing it.

Uninstall any HP Support Assistant Software you find in Programs and Features.

AND

If found,

Uninstall HP Support Solutions Framework (companion software to HPSA)

Next,

Check > Uninstall any HP Support Assistant App entries and Restart the computer and sign in.

Windows 10 > Settings > Apps > Apps and Features

Windows 11 > Settings > Apps > Installed Apps

 At this writing, the application is version 9.x or later.  

NOTE: The “latest version” can change as new versions of the app are introduced.

Comments / Notes

Do you need HPSA?

Not really -- you can, indeed, find the tools you want for diagnostics, updates (should any be available), and general support for your system all at the system's support website:  HP ENVY 17 Laptop PC 17-ch2000 (4U9X6AV)  

Next,

At this writing, there are only two driver updates for 2023 and your system.

When / if needed, driver updates can be installed manually.

In fact, the BIOS should only be updated when you want it done AND updated on your schedule.

Manual updates for the BIOS are generally a better choice.

Note that due to the age of the drivers, it is likely your system is already updated.

HP Notebook System BIOS Update (Intel Processors) 

April 2023 - Version F.14 Rev.A

HP Display Control 

March 2023 - Version 4.9.25.0 Rev.A

=+=+=+=+=+=+=+=+=+=+=+=+=+=

References / Resources

HP Device Home Page - References and Resources

Learn about your Device - Solve Problems

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

NOTE: Content depends on device type and Operating System

Categories: Alerts, Warranty Check, Security & Viruses, Software and Drivers, Setup & User Guides, Product Specifications, Accounts and Registration, Warranty & Repair

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HP ENVY 17 Laptop PC 17-ch2000 (4U9X6AV)  

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[taherte2]

When I use the support website and the link you provided to try to find drivers, the only operating system listed is Windows 11. This is a Windows 10 machine (it came that way). So how do I find updates?

You said this laptop is not compatible with the legacy version of HPSA. I installed HPSA from the website when I first got the laptop and have been running it since, until version 9 uninstalled it. Wasn't that the legacy version? What has changed that prevents us from re-installing it?

[Dragon-Fur]

@taherte2 

---

@taherte2 wrote:

When I use the support website and the link you provided to try to find drivers, the only operating system listed is Windows 11.

This is a Windows 10 machine (it came that way).

So how do I find updates?

You said this laptop is not compatible with the legacy version of HPSA.

I installed HPSA from the website when I first got the laptop and have been running it since, until version 9 uninstalled it.

Wasn't that the legacy version? What has changed that prevents us from re-installing it?

---

I don't have the answer you seek.

OK.

"He said, he said"

I am guessing the system is incompatible with the legacy version of HPSA based on the information I have found.

?

"Came with Windows 10"

I do not have a specifications document that says this series model comes with Windows 10 or supports Windows 10.

?

"Legacy version"

The older version of HPSA is not just a previous version -- it is a software version of the HPSA that ran on older hardware.

HPSA software is installed in Programs and Features

HPSA app is installed only in Settings > Apps > Apps and Features (Windows 10)  OR Installed Apps (Windows 11)

Category Product Specifications 

HP ENVY Laptop 17-ch2045cl Product Specifications

and

HP ENVY 17 Laptop PC 17-ch2000 series specifications 

and - other samples -

61D26UA — HP Envy Laptop 17-ch2035cl - April 2022

668T9UA — HP Envy Laptop 17-ch2010nr - April 2022

683G8UA — HP Envy Laptop 17-ch2071cl  - April 2022

6Y042UA — HP Envy Laptop 17-ch2747nr - June / August 2022

Operating System Software

Windows 11 Home

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[taherte2]

To find product number I would normally look in HP Support Assistant. Since it is no longer installed, I looked at HPSA on one of my other computers and found that the product number is 646R0UA#ABA.

Incidentally, I installed HP System Information and opened that to get product number:

[taherte2]

I uninstalled HP Support Solutions Framework, turned off my antivirus , and tried to install the legacy version of HPSA again. It seemed to install (no error messages) and I noticed the icon in the notification area of the taskbar. When I went to the start menu it was in the recently added section but not in the "H" section. I went back to recently added and it wasn't there anymore. It disappeared from the task bar as well. So I tried installing the legacy version again. This time it installed with no errors and had me restart the computer. When I did the restart the installation completed and everything appears to be correct.

New Windows updates were applied last night so maybe there was something in there that enabled the legacy verion of HPSA to install this time. At the top right of the HPSA window there is a message that a new version is available. I wonder if that will work now too but I'm afraid to try because I don't want to lose HPSA again.

[taherte2]

When I started my laptop this morning I got this pop-up:

Will this upgrade fail to install and leave me with no HPSA?

[Dragon-Fur]

@taherte2 

If the upgraded version failed to install last time and landed you in this mess in the first place, it is likely that scenario will repeat.

Unfortunately, I don't have a new answer.

All the drivers, tools, diagnostics, and help for your system are available in your device online support website or in Windows.

You should do what you think is best --

• Perhaps try to stay with and use the older version,
• Try to upgrade.  Perhaps repeat the cycle of removing the program (and its companion Framework) from Programs and Features > upgrade > uninstall new version remnants, downgrade, rinse & repeat,
• Remove (Uninstall) HPSA and the Solutions Framework from Programs and Features and be done

If you wish to do so, try starting a New Question on the subject.

I won't answer, having exhausted my contributions on the subject.

There is every chance that you will get a new perspective and perhaps a new or better answer.

Smiling.

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