Create an account on the HP Community to personalize your profile and ask a question
05-08-2020 10:11 AM
I've 2 HP PCs: 1 Laptop (14 month old) and 1 desktop (26 month old).
When using HP Support Assistant (version 220.127.116.11 on each PC) , since a few weeks (2 or 3), it works fine on the local PC where HP Support Assistant is launched (detecting if any updates are available and installing them), but fails on the other "remote" PC (1 feet away!), detecting updates which were already installed. Problem is the same using whichever PC, the local one being OK, the "remote" needing updates.
Removing the "remote" PC then readding it, or uninstalling/downloading from HP/Reinstalling HP Support doesn't change the issue.
It seems that HP Support Assistant is limited to the Local PC where used. Screen copies available
05-16-2020 03:24 PM
Thank you for posting on HP Support Community.
Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:
Uninstalling HP Support Assistant
n Windows, search for an open Uninstall a program.
On the Programs and Features window, select HP Support Assistant, then click Uninstall.
Figure : Uninstall HP Support Assistant
Click Yes on the Programs and Features screen to confirm you want to uninstall HP Support Assistant.
Figure : Uninstall confirmation
Restart your computer to complete the process.Go to Download HP Support Assistant to install the tool.
Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
I am an HP Employee
05-17-2020 01:23 AM
Thanks for your answer, however it doesn't work:
- as I tried to explain: it happens in both PCs, each PC detects being itself updated, while it reports that the other one (ie. the 2nd HP PC not running HP SA) misses dozens of updates,
- I un installed HP Support Assistant in one PC, reinstalled it but the issue was still present. I also tried to connect an run updates from the HP support web site, it was even worse, as the remote detection founds even more updates (nearly all updates since Desktop was shipped from HP).
- Last: since I posted the issue, my Desktop crashed with BSOD and was not able to restore Win10. The registry was corrupted (after uninstalling Malwarebytes...), so I reinstalled Windows 10 from scratch (from the ISO), after reformatting the HDD. I then reinstalled HP Support Assistant. Net result: BINGO still the issue.
That's why I think the issue is somewhere within the distant HP Database, not being able to report to each local PC the status of the other PCs.
05-20-2020 05:25 PM
I would request you to reach out to our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/
Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
I am an HP Employee
05-21-2020 12:29 AM
That's already done using Facebook's Messenger with the HP France support, who told me to way for a new release, go to this forum or also to the download drivers' page (all options done 😉 ).
Contacting via https://support.hp.com/fr-fr/contact-hp brings me to a page where I'm told my warranties are expired for both PCs (wrong as in European Union 2 years in a mandatory minimum, thus 1 month to go for the desktop and 10 for the laptop) and I must choose an extension plan, which is not my choice as each PC works perfectly as a stand alone one, including HP Support Assistant.
Thus my options are on each machine to either ignore the wrong part of the HP Support assistant messages (the other PC) until a new updated release works fine, or remove on each PCs the patches's supervision of the other one.
Alain in Paris France