HP Support Assistant Cannot Sign In using HP Passport

[tigana123]

Hello,

I just bought a new HP laptop in order to replace my old HP Pavilion. While I have a HP Passport account that I have been using succesfully with my old Pavilion, I'm not able to login to HP Passport from my new laptop through HP Assistant. I can login using the browser but when I try to login through HP Assistant I get the below error message

Login failed. Wrong user ID or password or the service is not available.

After I get this error message (in the new laptop), if I try to log in with my old Pavilion everything is fine !!! So the service is working, it is just the new laptop through HP Assistant that has problem.

Any ideas?

Thank you

[Dragon-Fur · Accepted solution]

@tigana123

It is a little unclear -- it sounds like you still have both computers (old and new).

NOTE: Please forgive any errors, I am typing this on-the-fly.

Extrapolate the information necessary for your situation.

Suggestions...

If you are logged in to the HPSA program,  sign out.

On each of your computers, remove the existing HPSA Software:

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

NOTES:

The Uninstall will ask you whether to save your personal settings.

In general, you should be able to get away with keeping the settings for your personal HPSA preferences -- "personal" settings include whether you have set "automatic" downloads / install, how you are notified, anything under HPSA "Settings".

At least the first time 'round, let the personal settings stay in place.

Download, save, and install a fresh copy of the software on each computer:

HP Support Assistant

• If you have ‘Admin’ control, you may highlight the package and “double-click” to install it, else Right-Click, select run as Administrator and install.

Open HPSA on the new computer.

If the program opens > Click About > Check for updates (there should not be any -- at this writing 8.5.x is the latest -- there is no harm in checking) > If there are updates, allow them.

Try to sign in - use the Sign-in you use to get into the forum, for example.

Open HPSA on the "old" computer and repeat the setups / checks

No Joy?  Start Over...

If the installation / setup / changes do not work or work other than expected, start over -- remove the HPSA program from Programs and Features.  This time, select to have everything removed (as if you are never going to use the program again).

Repeat the installation steps

Open the program > Settings > set / adjust the program to behave in the manner you prefer.

For example:

• If you had previously set up HPSA to "notify" as opposed to "automatic" updates, set that option.
• If you had previously switched off the notifications, check the boxes (if any) to have the program notify you when it finds (or wants to install) updates.

Reference

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

HP PCs - Troubleshooting HP Support Assistant (Windows 10, 😎

Dragon Document – Collection of Help, suggestions, and examples

Updates – When and How

Sections - various, including:

• HP Support Assistant
  • Subsection: HPSA > Update / Download and Install

• HP Support Assistant
  • Subsection: HPSA – Messages that “bug your trip”

• HP Support Assistant
  • Subsection: HPSA – View and Delete Messages

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[tigana123]

Thank you for the quick reply!

Yes, I have both the old and the new laptop up and running.

A complete uninstall (select to have everything removed) in the new laptop (the one that had the issue) and reinstall solved the problem. Now, I can see both my new and my old laptop under My Devices in HPSA (in both laptops).

Thank you

tigana123

[Dragon-Fur]

@tigana123

You are welcome.

This is exactly the outcome we like to see!  Smiling.

Happy Computing.

Thank you for participating in the HP Community Forum.

We are a community of HP enthusiasts dedicated to supporting HP technology.

[kelebek]

Did lamentably not work for me. (Tried all steps, including erasing all setting at uninstall-dialog.)

Further suggestions for the problem of not being able to login on HPSA?