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HP Recommended
Victus by HP 16.1 inch Gaming Laptop PC 16-r0000 (76T05AV)
Microsoft Windows 11

I can´t login to HP Support Assistant. After click on the Loginbutton i only see a grey window. See the screenshot. 

I only can use the Software as guest, so i only see my actually used Notebook, no other Notebooks or Printers.

Screenshot 2025-01-16 181009.png

1 ACCEPTED SOLUTION

Accepted Solutions
HP Recommended

Hi @Mario1234567890,

 

Welcome to HP Support Community.

 

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

 

The issue you’re facing with the HP Support Assistant not displaying the login form and showing a grey window could be caused by a variety of reasons, such as a corrupted application installation, outdated software, or conflicts with system components. Here’s how you can resolve this issue.

 

Check for Updates to HP Support Assistant:

  • Visit the HP Support Assistant page and download the latest version.
  • Install the updated version over the existing one to replace any corrupted files.

Clear the HP Support Assistant Cache:

  • Navigate to the following folder:
    C:\Users\<YourUsername>\AppData\Local\Hewlett-Packard\HP Support Framework\WebCache
  • Delete all the files in this folder.
  • Restart your laptop and open HP Support Assistant again.

Reinstall HP Support Assistant:

  • Uninstall HP Support Assistant:
    • Go to Control Panel > Programs > Uninstall a Program.
    • Select HP Support Assistant and click Uninstall.
  • Download the latest version of HP Support Assistant from the official website.
  • Install the software and try logging in again.

Update Windows and Drivers:

  • Ensure your operating system is up-to-date.
  • Update your graphics driver, as display rendering issues might cause the grey window problem.

Run HP Support Assistant in Compatibility Mode:

  • Right-click on the HP Support Assistant shortcut.
  • Select Properties > Compatibility tab.
  • Check the box for Run this program in compatibility mode for: and select your Windows version.
  • Apply changes and restart the software.

Reset Internet Explorer/Edge Settings:

  • HP Support Assistant uses system web settings for login.
  • Open Internet Options in the Control Panel.
  • Go to the Advanced tab and click Reset.
  • Restart your system and try again.

Use HP Support Assistant as Administrator:

  • Right-click the HP Support Assistant icon and choose Run as Administrator.
  • See if the login form appears correctly.

 

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 

Raj_05
HP Support Community Moderator

View solution in original post

3 REPLIES 3
HP Recommended

Hi @Mario1234567890,

 

Welcome to HP Support Community.

 

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

 

The issue you’re facing with the HP Support Assistant not displaying the login form and showing a grey window could be caused by a variety of reasons, such as a corrupted application installation, outdated software, or conflicts with system components. Here’s how you can resolve this issue.

 

Check for Updates to HP Support Assistant:

  • Visit the HP Support Assistant page and download the latest version.
  • Install the updated version over the existing one to replace any corrupted files.

Clear the HP Support Assistant Cache:

  • Navigate to the following folder:
    C:\Users\<YourUsername>\AppData\Local\Hewlett-Packard\HP Support Framework\WebCache
  • Delete all the files in this folder.
  • Restart your laptop and open HP Support Assistant again.

Reinstall HP Support Assistant:

  • Uninstall HP Support Assistant:
    • Go to Control Panel > Programs > Uninstall a Program.
    • Select HP Support Assistant and click Uninstall.
  • Download the latest version of HP Support Assistant from the official website.
  • Install the software and try logging in again.

Update Windows and Drivers:

  • Ensure your operating system is up-to-date.
  • Update your graphics driver, as display rendering issues might cause the grey window problem.

Run HP Support Assistant in Compatibility Mode:

  • Right-click on the HP Support Assistant shortcut.
  • Select Properties > Compatibility tab.
  • Check the box for Run this program in compatibility mode for: and select your Windows version.
  • Apply changes and restart the software.

Reset Internet Explorer/Edge Settings:

  • HP Support Assistant uses system web settings for login.
  • Open Internet Options in the Control Panel.
  • Go to the Advanced tab and click Reset.
  • Restart your system and try again.

Use HP Support Assistant as Administrator:

  • Right-click the HP Support Assistant icon and choose Run as Administrator.
  • See if the login form appears correctly.

 

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 

Raj_05
HP Support Community Moderator
HP Recommended

Same here and none of the suggested (standard) things helped. There is a really short blink of a white field on the left edge.

HP Recommended

Hi @Tequila74,

Welcome to the HP Support Community! 

 

It sounds like a display rendering issue, possibly related to a web component that HP Support Assistant uses. Since the standard fixes didn’t help, here are a few additional steps to try:

Check for Missing Web Components (Microsoft Edge WebView2)

HP Support Assistant relies on Microsoft Edge WebView2 to render certain UI elements, including login forms. Try reinstalling it:

Modify HP Support Assistant's WebView Engine

If WebView2 doesn’t help, try forcing HP Support Assistant to use Internet Explorer mode:

  • Open HP Support Assistant settings (if accessible).
  • Look for an option to change the web engine and select Internet Explorer mode if available.

Change Display Scaling Settings

  • Go to Settings > Display and set Scaling to 100% (some UI elements don’t render correctly with higher scaling).
  • Restart HP Support Assistant and check if the login screen appears.

Try a Different User Account

Sometimes, user profile settings cause UI issues. Try:

  • Creating a new local user account on Windows.
  • Logging into the new account and opening HP Support Assistant.
  • If it works, the issue is tied to your original Windows user profile.

If none of this work, let me know if you need further assistance! 😊

 

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?"—your feedback not only keeps us going but also helps others find the solution faster! 👍

 

Take care and have an amazing day ahead! 🚀

 

Best regards,

Kuroi_Kenshi
I am an HP Employee

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.