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Steve_FD
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HP Support Assistant Removal

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Microsoft Windows 10 (64-bit)

Hi does anybody know how to totally remove the HP Support Assistant, I have tried several times with just uninstall but there is still remnants of the program installed.  

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Dragon-Fur
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HP Recommended

@Steve_FD 

 

There are two parts of the HP Support Assistant.

 

Yes, it can be removed.

 

Read the first bits and then skip down to section

“Complete Cleanup” Uninstall of HPSA and companion software

 

If you do not wish to reinstall the software, skip the installation portion...

 

 

HP Support Assistant - Remove and Install

 

Stuck?  Cannot reinstall the HPSA software?  Standard installation works but does not actually help?

 

The "complete cleanup" option described below uninstalls the existing version of the HP Support Assistant and its companion software, HP Support Solutions Framework.  After that, a new, fresh copy of the HP Support Assistant can be installed (which will auto-install the HP Support Solutions Framework software).

 

 

 

Procedure Details - HP Support Assistant – Remove and Install

 

Read sections, then decide if / how to proceed.

 

There are settings to allow you to have the HPSA on the system without it updating your software "out from under you".  These settings allow you to use HPSA on your terms.

 

 

IMPORTANT

 

If the problem is related to a corrupted database within the control of the HPSA, the "cleanup" and reinstallation of the HP Support Assistant software may help resolve any issue(s).

 

Cleanup and installation may fix general issues, primarily those having to do with a corrupted HPSA database on the client system.

 

Removal and (Re)Installation does not fix actual errors.  For example,

 

  • HPSA cannot handle package error conditions. For example, HPSA cannot fix an error in the installation package itself.

 

  • HPSA cannot understand – and therefore cannot correct - undefined error conditions. For example, the program code does not include instructions “every” type of error.

 

  • HPSA has been reported on occasion to install the BIOS and then have issues with the installation itself or become tangled in the process of rebooting / completing the BIOS installation.  The obvious takeaway for IT professionals (and everyone else for that matter) is to always manage and update the BIOS as a separate, manually installed update (Download, Save, Install).

 

  • HPSA is an Update only software - it cannot, for example, search out updates for software that is not already installed on the computer.  

 

  • HPSA might suggest an update that is not the same as that which is available in the computer's own Software and Drivers Website Support pages.   

 

 

If there is a problem in the Windows File system,

Then

  • The reinstallation procedure will likely make no difference to the results.

 

 

 

Reminder – Manually Update the BIOS

 

How to install BIOS Updates:

Always connect the computer to AC Power and leave the power connected during the entire BIOS update procedure.

Select the option to manually install the BIOS update.

 

HP Notebook PCs - Updating the BIOS (Basic Input Output System)

 

HP Desktop PCs - Updating the BIOS (Basic Input Output System)

 

Open HPSA Software

Settings > Set to “Notify” as opposed to “Auto-Update”

Save Changes > Restart the computer and log in

Open HPSA

Check for Updates > Use the list to determine candidates for update

  • Click on each update in the list to see a short description of that package
  • If BIOS is offered, simply set to “ignore” or otherwise remove this update from list of potential updates
  • If desired:  Install other HP software and updates using HPSA or manually install those updates

 

 

Check Current BIOS version

Control Panel > icon view > Administrative Tools > System Information

System Summary - Check the information next to BIOS Version / Date 

 

“Regular” Uninstall - Remove the existing version of HPSA

 

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

 

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

 

OR

“Complete Cleanup” Uninstall of HPSA and companion software

 

If you are having problems installing your HP Updates using the HP Support Assistant, use "complete cleanup” steps to remove and then reinstall the HP Support Assistant.

 

NOTE:  Before you start here, it is best that your Windows Updates are already current and installed.

 

Essentially, the "Complete Cleanup" simply means that you uninstall HPSA > Restart > Uninstall the HP Support Solutions Framework > Restart > Download and install a fresh copy of the HPSA software > Restart

 

 

  1. FIRST uninstall the HP Support Assistant

 

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

 

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.  Framework will (re)install if / when the HPSA is installed.

 

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

 

 

  1. Restart the computer and log in

 

  1. Uninstall HP Support Solutions Framework software from Programs and Features

 

NOTE:  HP Support Solutions Framework is a subset of HPSA.  For this reason, HPSA must be uninstalled before the Solutions Framework can be removed.

 

  1. Restart the computer and log in.

 

Final Check – Software is Removed

 

  • After the software is uninstalled (and the computer is Restarted), check to ensure the software is actually “gone”.

 

Settings > Apps > Apps & features >

Scroll down the list, look for HP Support Assistant (and / or HP Support Solutions Framework)

 

If the stubborn software is found in the list, click to uninstall it, Restart and log in.

 

 

Installation – HP Support Assistant

 

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

 

Website / Download

HP Support Assistant

 

  • After download: If you have ‘Admin’ control, you may highlight the package and “double-click” to install it, else Right-Click, 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

 

READ:  Get help and Learn about the HPSA software

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

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

 

 

Reference and Resources – Places to find (more) help and learn about your Device

Clarification of terms and "what the device can do" (Specifications)

Device Homepage

NOTE:  Content depends on device type and Operating System

HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides, Product Information, more

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

Open Support Home

Enter the name of your device

 

Thank you for participating in the HP Community Forum.

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

Happy New Year 2020Happy New Year 2020

 

Dragon-Fur

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Dragon-Fur
Level 16
Level 16
37,058 22,042 3,441 12,407
Message 2 of 8
Flag Post
HP Recommended

@Steve_FD 

 

There are two parts of the HP Support Assistant.

 

Yes, it can be removed.

 

Read the first bits and then skip down to section

“Complete Cleanup” Uninstall of HPSA and companion software

 

If you do not wish to reinstall the software, skip the installation portion...

 

 

HP Support Assistant - Remove and Install

 

Stuck?  Cannot reinstall the HPSA software?  Standard installation works but does not actually help?

 

The "complete cleanup" option described below uninstalls the existing version of the HP Support Assistant and its companion software, HP Support Solutions Framework.  After that, a new, fresh copy of the HP Support Assistant can be installed (which will auto-install the HP Support Solutions Framework software).

 

 

 

Procedure Details - HP Support Assistant – Remove and Install

 

Read sections, then decide if / how to proceed.

 

There are settings to allow you to have the HPSA on the system without it updating your software "out from under you".  These settings allow you to use HPSA on your terms.

 

 

IMPORTANT

 

If the problem is related to a corrupted database within the control of the HPSA, the "cleanup" and reinstallation of the HP Support Assistant software may help resolve any issue(s).

 

Cleanup and installation may fix general issues, primarily those having to do with a corrupted HPSA database on the client system.

 

Removal and (Re)Installation does not fix actual errors.  For example,

 

  • HPSA cannot handle package error conditions. For example, HPSA cannot fix an error in the installation package itself.

 

  • HPSA cannot understand – and therefore cannot correct - undefined error conditions. For example, the program code does not include instructions “every” type of error.

 

  • HPSA has been reported on occasion to install the BIOS and then have issues with the installation itself or become tangled in the process of rebooting / completing the BIOS installation.  The obvious takeaway for IT professionals (and everyone else for that matter) is to always manage and update the BIOS as a separate, manually installed update (Download, Save, Install).

 

  • HPSA is an Update only software - it cannot, for example, search out updates for software that is not already installed on the computer.  

 

  • HPSA might suggest an update that is not the same as that which is available in the computer's own Software and Drivers Website Support pages.   

 

 

If there is a problem in the Windows File system,

Then

  • The reinstallation procedure will likely make no difference to the results.

 

 

 

Reminder – Manually Update the BIOS

 

How to install BIOS Updates:

Always connect the computer to AC Power and leave the power connected during the entire BIOS update procedure.

Select the option to manually install the BIOS update.

 

HP Notebook PCs - Updating the BIOS (Basic Input Output System)

 

HP Desktop PCs - Updating the BIOS (Basic Input Output System)

 

Open HPSA Software

Settings > Set to “Notify” as opposed to “Auto-Update”

Save Changes > Restart the computer and log in

Open HPSA

Check for Updates > Use the list to determine candidates for update

  • Click on each update in the list to see a short description of that package
  • If BIOS is offered, simply set to “ignore” or otherwise remove this update from list of potential updates
  • If desired:  Install other HP software and updates using HPSA or manually install those updates

 

 

Check Current BIOS version

Control Panel > icon view > Administrative Tools > System Information

System Summary - Check the information next to BIOS Version / Date 

 

“Regular” Uninstall - Remove the existing version of HPSA

 

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

 

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

 

OR

“Complete Cleanup” Uninstall of HPSA and companion software

 

If you are having problems installing your HP Updates using the HP Support Assistant, use "complete cleanup” steps to remove and then reinstall the HP Support Assistant.

 

NOTE:  Before you start here, it is best that your Windows Updates are already current and installed.

 

Essentially, the "Complete Cleanup" simply means that you uninstall HPSA > Restart > Uninstall the HP Support Solutions Framework > Restart > Download and install a fresh copy of the HPSA software > Restart

 

 

  1. FIRST uninstall the HP Support Assistant

 

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

 

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.  Framework will (re)install if / when the HPSA is installed.

 

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

 

 

  1. Restart the computer and log in

 

  1. Uninstall HP Support Solutions Framework software from Programs and Features

 

NOTE:  HP Support Solutions Framework is a subset of HPSA.  For this reason, HPSA must be uninstalled before the Solutions Framework can be removed.

 

  1. Restart the computer and log in.

 

Final Check – Software is Removed

 

  • After the software is uninstalled (and the computer is Restarted), check to ensure the software is actually “gone”.

 

Settings > Apps > Apps & features >

Scroll down the list, look for HP Support Assistant (and / or HP Support Solutions Framework)

 

If the stubborn software is found in the list, click to uninstall it, Restart and log in.

 

 

Installation – HP Support Assistant

 

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

 

Website / Download

HP Support Assistant

 

  • After download: If you have ‘Admin’ control, you may highlight the package and “double-click” to install it, else Right-Click, 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

 

READ:  Get help and Learn about the HPSA software

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

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

 

 

Reference and Resources – Places to find (more) help and learn about your Device

Clarification of terms and "what the device can do" (Specifications)

Device Homepage

NOTE:  Content depends on device type and Operating System

HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides, Product Information, more

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

Open Support Home

Enter the name of your device

 

Thank you for participating in the HP Community Forum.

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

Happy New Year 2020Happy New Year 2020

 

Dragon-Fur

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Steve_FD
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HP Recommended

Thaks have now wiped laptop and reinstalled widows

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Dragon-Fur
Level 16
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37,058 22,042 3,441 12,407
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HP Recommended

@Steve_FD 

 

You are welcome.

 

Nice, clean new year and a clean computer.

Excellent start.

Smiling.

 

Thank you for participating in the HP Community Forum.

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

 

Dragon-Fur

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ufgator
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HP Recommended

This sounds good, however neither HPSA  nor HP Support Solutions Framework are listed in Programs and Features control panel. Here is my problem.

 

HPSA apparently came pre-installed on my HP ENVY Desktop - 795-0040xt CTD and was working until a few weeks ago. I installed an HP Officejet 9025 Printer roughly at the same time HPSA failed. I had problems with "scan to computer" One of the HP support solutions was to uninstall and reinstall the printer software.

 

When I click on the HPSA Quick access toolbar, it starts to launch but hangs (spinning icon) before the dashboard appears. I downloaded and attempted to install HPSA. I get a message that a newer version is installed.

 

So, here I am stuck in an endless do-loop. Suggestions welcome. Thanks

 

 

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Dragon-Fur
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@ufgator 

 

My opinion:

Yours is a different issue and not directly related to the subject in  this thread.

 

If the Hp Support Assistant and its companion software are not installed in Programs and Features, you likely have the HPSA Application installed that comes from the Windows Store.

 

In so much that I am aware, the two versions of the software are not compatible nor do the same solutions apply.

 

You might be able to uninstall the HP Support Assistant Application from Settings > Apps > Apps and Features or possibly from Windows Start > All Apps > scroll down, find, Right-Click on the HP Support Assistant > Uninstall

 

As of the last time I answered a question of this type:

Removing the HPSA App might appear to remove the program; there are apparently tiny remnants of the software left on the computer (I don't know where - I have not had this issue). 

 

Once the App is version is removed, it is still not possible to install the version of the HP Support Assistant from the HPSA website.   HP Support Assistant

 

IF this is the situation - and I have not way to know whether this is the case - then you might be able to reinstall the HPSA Application from the Windows Store.

 

IF this is not the situation, you really, really do NOT want to install the HPSA Application from the Windows Store (even if it is still available) or you may end up having the exact issue you are trying to avoid.

 

The last I knew, if you want to clear up the mess and install the website version of the HP Support Assistant, the solution is to reload Windows.

 

Not a popular answer, of course.  

 

Things may have changed, too, since the last time I answered a post on the subject.

 

Please consider starting a post / thread of your own on the subject > Explain the situation as best you can > Perhaps an Expert or HP volunteer can help.  Do mention that your HPSA is not installed in Programs and Features - this detail is important.

 

Post New Question

 

Thank you for participating in the HP Community Forum.

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

 

Dragon-Fur

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ufgator
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Thank you so much for your time!

 

UPDATE: 

 

I admit I'm a relative newbie on W10 OS.

 

I read you earlier response again and saw where you mentioned uninstalling HPSA through Start menu even though HPSA wasn't listed in Programs and Features.. I did and it worked! I was then able to download HPSA from HPSA website and successfully install. It immediately notified me a newer version was available and I installed it. After some setup, it seams to be working.

 

It still doesn't show in Programs and Features. Go figure.Another post later.

 

Had you not mentioned the Start Menu uninstall, I would still be in my self-imposed do-loop!

 

Thanks again, especially since my original post was "a different issue and not directly related to the subject in  this thread."

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Dragon-Fur
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@ufgator 

 

You are welcome.

 

I am glad it is working.  It sounds like the tangle that used to be in the Windows Store version as compared to the "regular" version of HPSA has been resolved.

 

 I believe...

This all started because there were two separate types of the HPSA product - the "Store" version of HPSA appeared to be the version used in Windows for S mode (a weird "lite" version of Windows that only allows software to be installed from Windows Store).  A few months ago, the "regular" HPSA (the one that loads into Programs and Features) was updated to include support for both regular Windows and the lite (S mode) version.  For awhile after that, for a few people that reported the issue, nothing seemed to work quite right - that is, the application version and the regular version could not (did not?) update properly.  One version did not work right and - and the other could not be installed after the application version had been on the computer.

 

It could have been all a misunderstanding, of course.  I never had the problem on any of my systems.  I was looking at the problem from afar.  I would say "well, this is what it looks like... Try this - OK, try that.. OK try this other thing.."   A couple of people did decide to reload Windows and then installed the "regular" version to fix the mess.   Adapt and move on...

 

Thanks for posting back.  Assuming there was a problem in the first place, it looks like the versions and installs have straightened out with the latest HPSA.  Nice program - it is hard on folks when it does not work right.

 

Thank you for participating in the HP Community Forum.

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

 

 

 

Dragon-Fur

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