HP Support Assistant Install Fail

[Hors1]

Hi, I had to replace my hard drive and then reinstall all the software.  HPSA loaded with an old version so I unloaded it and attempted to load the latest version followed by a system restart.  After restarting HPSA fails to load without any error reported.  After system restoration Windows 11 24H2 was updated through windows update.

The notebook HP Envy x360 was rebooted after each uninstall and reinstall of HPSA 9.39.17.0.

[Raj_05]

Hi @Hors1,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It seems like you've been thorough in trying to resolve this issue, but the HP Support Assistant (HPSA) may have compatibility or residual conflicts causing the failure to load. Here's a step-by-step guide to troubleshoot and fix the issue.

Ensure Complete Removal of HP Support Assistant

• Sometimes, leftover files or registry entries cause conflicts.
• Uninstall HPSA again via Settings > Apps > Installed apps.
• After uninstalling, manually delete the following folders if they exist:
  • C:\Program Files (x86)\Hewlett-Packard\HP Support Framework
  • C:\Program Files\HP\HP Support Framework
• Clear temporary files:
  • Press Windows + R, type temp, and delete all files.
  • Repeat with %temp%.

Use HP Uninstaller Tool

• Download and run the HP Uninstaller Tool:
  • HP Software Uninstaller.
• This ensures all residual files are cleaned out.

Download the Latest Version

• Go to the official HP Support site and download the latest HPSA version:
  • HP Support Assistant.
• Double-check that you’re downloading version 9.39.17.0 or the latest.

Install HPSA with Admin Privileges

• Right-click the downloaded setup file and select Run as Administrator.
• Complete the installation process.

Verify Windows Update & Dependencies

• Ensure that all Windows Updates, especially optional ones, are installed:
  • Go to Settings > Windows Update > Advanced Options > Optional Updates.
• Make sure the following components are updated:
  • .NET Framework (latest version installed).
  • Microsoft Visual C++ Redistributables (2015-2022 versions).

[Raj_05]

Perform a Clean Boot

• Perform a clean boot to ensure no other applications are interfering:
  • Press Windows + R, type msconfig, and press Enter.
  • Under the Services tab, check Hide all Microsoft services, then click Disable all.
  • Under the Startup tab, click Open Task Manager and disable all startup items.
  • Restart your laptop and install HPSA.

Run in Compatibility Mode

• If HPSA still fails, try installing it in compatibility mode:
  • Right-click the setup file, select Properties > Compatibility Tab.
  • Check Run this program in compatibility mode for and select Windows 10.

Check Event Viewer for Errors

• If HPSA continues to fail, check the Event Viewer for logs:
  • Press Windows + X > Event Viewer > Windows Logs > Application.
  • Look for any errors related to HPSA and share the details.

Note:

• If none of the above works, consider installing the HP PC Hardware Diagnostics Windows tool instead. It provides similar functionality for diagnostics and troubleshooting.
• Alternatively, try installing HPSA in Safe Mode with Networking.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[Hors1]

Hi Raj_05,

Thanks for follow up.

Unfortunately I have not had any success so far, after many and various attempts, including disabling anti-virus software.  I missed the second message so now I will have to proceed with that procedure to see if I can gain success. 

I will advise when I have succeeded or exhausted attempts.  I appreciate the assistance as it has me stomped.

[Raj_05]

Hi @Hors1,

Thank you for your response, 

Please feel free to reach out to us. We are here to assist you and provide any necessary support.

I will be archiving this case for now however, you can respond to the same thread to continue the conversation.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Take care and have a great day ahead!

Raj_05

HP Support 

[Hors1]

Thanks Again Raj_05,

I just have one query, in your earlier post you referred to the HP Software Uninstaller but I could not find it online.  I used the UninstallHPSA.exe that came with the HPSA package - was this the correct tool to use?

[Raj_05]

Hi @Hors1,

Thank you for your response, 

Yes, the UninstallHPSA.exe you used is the correct tool for uninstalling HP Support Assistant (HPSA). It's part of the HPSA package and is designed to remove the program and associated components. The HP Software Uninstaller I referred to is essentially a more general term for any tool that uninstalls HP software, but UninstallHPSA.exe is the exact executable you need for HPSA.

It seems like you’ve done a thorough job of troubleshooting already. If you’re still encountering issues after the uninstallation, the extra steps in the guide like deleting residual folders, clearing temporary files, and performing a clean boot can help ensure a clean reinstall of the software. If HPSA is still misbehaving after that, using the HP PC Hardware Diagnostics tool could be a good alternative for system diagnostics.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Raj_05

HP Support 

[Hors1]

Hi Raj_05,

I have tried everything suggested without success - I finally installed HP Hardware Diagnostics for Windows and for UEFI.  This works but a side effect of the installation has generated another error which prevents System Settings and a couple of other apps from activating. (I have attached jpg file showing the error - it is the same address reported for all the occurrences of the error).   HPSA is still not activating  - it would appear that the installation doesn't complete properly but install s/w reports that installation is complete.

I have used the HPHD for UEFI to run full diagnostics but it did not report any errors, so I have no idea what this issue is and whether it has any relevance to the HPSA issues, but it is causing more problems of it own.

I have completed a complete reset of the notebook but it didn't change anything - issues persist.

[Hors1]

Hi Raj_05,

I don't know how to explain this but HPSA loaded after many attempts post restarts , windows resets  and numerous re-configurations.  It is not working as stable as I had previously before the HDD failed.

It keeps experiencing the error I mentioned in an earlier post, but it hasn;t caused HPSA to shut down like it does for System settings..  This error occurs randomly, to me, and is produced most often by these 3 apps --  SystemSettings.exe; RunTimeBroker.exe; and Photos.exe.  The address error is the same each time.

I am assuming what ever is causing these errors is also causing the issues with HPSA.  At the moment my system is not very stable as I continue to restore it, it is involving many restarts, and I don't have access to the installed apps setting in the System Settings.

Hopefully you might have some insight on this, as you have done so far.  Thank you for all the help you have provided to date.

[Max3Aj]

Hi @Hors1, Thank you for your response,  

I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Regards, 

Max3Aj
HP Support