cancel
Showing results for 
Search instead for 
Did you mean: 
  • ×
    Information
    Need Windows 11 help?
    Check documents and videos on compatibility, FAQs, upgrade information and available fixes.Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents and videos on compatibility, FAQs, upgrade information and available fixes.Windows 11 Support Center.
  • post a message
Check out our WINDOWS 11 Support Center info about: OPTIMIZATION, KNOWN ISSUES, FAQs, VIDEOS AND MORE.
Owling
New member
6 4 0 0
Message 1 of 4
607
Flag Post

Solved!

HP Support Assistant Broken and Greyed out

HP Recommended
HP Notebook
Microsoft Windows 10 (64-bit)

When I click the HP Support Assistant the Virtual Agent is greyed out and I can't click on messages. Nothing happens when I click on them. All other options will show a white box. It looks like it's trying to load but it becomes jittery. When I try to login with my account the Virtual Agent does light up but it still doesn't do anything when I click it.

Greyed and blanked boxesGreyed and blanked boxes

Windows 10  version 2004

I have the app version 9.7.536.0 of HP Support Assistant (it was preinstall on the laptop) and the HP Solutions Framework is version 12.16.22.11.

 

I figured I would have to uninstall it and reinstall both but I'm not sure if it'll break anything. I know I could install the one from the HP Assistant website but I'm not sure it'll mess up my laptop since it's a different version.

 

I know I don't have to use it but I would like to see a solution.

 

Thank you.

1 ACCEPTED SOLUTION

Accepted Solutions
Dragon-Fur
Level 16
Level 16
36,405 21,391 3,386 12,209
Message 2 of 4
Flag Post
HP Recommended

@Owling 

 

You can uninstall / reinstall the HP Support Assistant and its companion software HP Support Solutions.

When you do get HPSA back on the system, yes - you'll want to sign into the software using your HP Account credentials...

 

IF you have not done so,

Re-check / uninstall / remove all / any HPSA software on your computer.

If you find it, next uninstall HP Support Solutions.

Check in Settings > Apps > Apps and Features and uninstall any HPSA bits you find there, too.

Afterwards, Restart the computer and log in.

 

 

Preparation

 

 

Optional / Recommended > 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

 

Windows Updates

Before you install / reinstall printer software, do check and run Windows Updates

Settings > Update and Security > Windows Updates

If you install any Windows Updates: After the update is installed, Restart the computer and log in.

NOTE:  If an update is already pending, install that update > Restart the computer and log in

 

Uninstall HP Support Assistant Software 

 

FIRST > Uninstall the HP Support Assistant

 

Control Panel > icon view > Programs and Features 

Scroll down, find, Uninstall the HP Support Assistant

 

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

 

Next,

 Uninstall HP Support Solutions Framework software from Programs and Features

 

Search or scroll down and find HP Support Solutions / Framework

Select (Click) and Uninstall the software

 

NOTE: 

When installed as part of HP Support Assistant software, HP Support Solutions Framework is a subset of HPSA.   For this reason, HPSA must be uninstalled before the Solutions Framework can be removed.

 

Restart the computer and log in. 

 

================================================================================

Next - check for the HPSA or its companion software lurking in Settings > Apps

If you find it, uninstall it

 

Uninstall HPSA Application >> Apps

 

FIRST > Uninstall the HP Support Assistant Application

 

Settings > Apps > Apps and Features 

Search or scroll down and find HP Support Assistant

Left-Click on the item (HP Support Assistant) > Uninstall

 

NEXT > OPTIONAL >> Uninstall HP Support Solutions Framework software from Programs and Features

 

     NOTE: 

     Search or scroll down and find HP Support Solutions / Framework

     If you find a listing for the Solutions software, then

    Uninstall it.

 

Left-Click on the application (HP Support Assistant) > Uninstall

 

Restart the computer and log in.

 

 

NOTE for the Application version of HPSA:

     If removed, and wanted again later, HP Support Solutions can be reinstalled at Product Home

     Select to use “Auto-Detect” to install HP Support Solutions

 

===============================================================

 

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

 

Website / Information / Video / White Paper / Download

HP Support Assistant

 

READ >> 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 on the installation package  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

 

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

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

 HP Account - Login / Dashboard

 

-------------------------------------------------------------------------------------------------

HP Device Support 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, Manuals > User Guide, 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 Product Home

Enter the type and name of your HP device

 

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

Dragon-Fur

View solution in original post

Was this reply helpful? Yes No
3 REPLIES 3
Dragon-Fur
Level 16
Level 16
36,405 21,391 3,386 12,209
Message 2 of 4
Flag Post
HP Recommended

@Owling 

 

You can uninstall / reinstall the HP Support Assistant and its companion software HP Support Solutions.

When you do get HPSA back on the system, yes - you'll want to sign into the software using your HP Account credentials...

 

IF you have not done so,

Re-check / uninstall / remove all / any HPSA software on your computer.

If you find it, next uninstall HP Support Solutions.

Check in Settings > Apps > Apps and Features and uninstall any HPSA bits you find there, too.

Afterwards, Restart the computer and log in.

 

 

Preparation

 

 

Optional / Recommended > 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

 

Windows Updates

Before you install / reinstall printer software, do check and run Windows Updates

Settings > Update and Security > Windows Updates

If you install any Windows Updates: After the update is installed, Restart the computer and log in.

NOTE:  If an update is already pending, install that update > Restart the computer and log in

 

Uninstall HP Support Assistant Software 

 

FIRST > Uninstall the HP Support Assistant

 

Control Panel > icon view > Programs and Features 

Scroll down, find, Uninstall the HP Support Assistant

 

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

 

Next,

 Uninstall HP Support Solutions Framework software from Programs and Features

 

Search or scroll down and find HP Support Solutions / Framework

Select (Click) and Uninstall the software

 

NOTE: 

When installed as part of HP Support Assistant software, HP Support Solutions Framework is a subset of HPSA.   For this reason, HPSA must be uninstalled before the Solutions Framework can be removed.

 

Restart the computer and log in. 

 

================================================================================

Next - check for the HPSA or its companion software lurking in Settings > Apps

If you find it, uninstall it

 

Uninstall HPSA Application >> Apps

 

FIRST > Uninstall the HP Support Assistant Application

 

Settings > Apps > Apps and Features 

Search or scroll down and find HP Support Assistant

Left-Click on the item (HP Support Assistant) > Uninstall

 

NEXT > OPTIONAL >> Uninstall HP Support Solutions Framework software from Programs and Features

 

     NOTE: 

     Search or scroll down and find HP Support Solutions / Framework

     If you find a listing for the Solutions software, then

    Uninstall it.

 

Left-Click on the application (HP Support Assistant) > Uninstall

 

Restart the computer and log in.

 

 

NOTE for the Application version of HPSA:

     If removed, and wanted again later, HP Support Solutions can be reinstalled at Product Home

     Select to use “Auto-Detect” to install HP Support Solutions

 

===============================================================

 

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

 

Website / Information / Video / White Paper / Download

HP Support Assistant

 

READ >> 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 on the installation package  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

 

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

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

 HP Account - Login / Dashboard

 

-------------------------------------------------------------------------------------------------

HP Device Support 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, Manuals > User Guide, 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 Product Home

Enter the type and name of your HP device

 

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

Dragon-Fur

Was this reply helpful? Yes No
Owling
Author
New member
6 4 0 0
Message 3 of 4
Flag Post
HP Recommended

@Dragon-Fur

Thank you for your quick answer. I'll try it when I get more time. 

 

You probably already answer this but just to make sure.

 

Once I uninstall all HPSA features, I should just download it from the main HPSA site or the one from the Webstore/Microsoft store?

 

Thank you again for all your help.

Was this reply helpful? Yes No
Dragon-Fur
Level 16
Level 16
36,405 21,391 3,386 12,209
Message 4 of 4
Flag Post
HP Recommended

@Owling 

 

You are welcome.

 

We cannot offer very much beyond the basics:  "Take it out - put it back".

That said, it usually works.

Good Luck.

 

Install from here:

Website / Information / Video / White Paper / Download

HP Support Assistant

 

The download / install from the Website will choose the best option for your hardware.

 

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

Dragon-Fur

Was this reply helpful? Yes No
Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation