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JohnDNC
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HP Support Assistant crashes after splash screen - will not open

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HP Spectre X360 - 13-ae013dx
Microsoft Windows 10 (64-bit)

Hello:

 

I have an HP Spectre x360 - model:  13-ae013dx  - and despite downloading and re-installing the HP Support assistant from the HP support site, the application will not launch.

 

The application splash screen will display, and then nothing happens.  I.e. the application never loads.  There are no errors in the windows event logs or other information that I can use to troubleshoot the issue.

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Dragon-Fur
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Level 16
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HP Recommended

@JohnDNC 

 

Normally, removing / reinstalling the Hp Support Assistant can help.

That said, removing both the HP Support Assistant AND its companion software might help.

 

Already in trouble?

  • Stuck?  Cannot reinstall the HPSA software? 
  • Standard (re)installation appears to work but does not actually help?
  • Plagued by phantom messages for updates / action when no action is actually needed?

 

The "“Complete Cleanup” " option 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 downloaded and installed (also auto-installs the HP Support Solutions Framework software).

 

IMPORTANT

This procedure does NOT resolve having installed HP Support Assistant Application from the Windows Store.

 

                               ---------------------------------------------------------------------------

“Complete Cleanup” Uninstall of HPSA and companion software

 

Reminder:

  • Before you start, it is best that your Windows Updates are already current and installed.
  • Before you make changes to your computer:  Create a Restore Point

Stop / Exit all programs:  Browsers, games, Applications, etc.

Control Panel > icon view > System > System Protection

Click (Highlight) your main disk (C) > Select Create a Restore Point

 

 

 

  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.

 

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. Next, 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 / Information / Video / White Paper / Download

HP Support Assistant

 

Partial excerpt from the Website:

 

“Ready to go on your HP PC

HP Support Assistant is included on new HP desktop and notebook PCs. You can install it on PCs from other manufacturers for easy access to support resources and tools for HP printers and PCs. Click the ? icon on your system tray to start HP Support Assistant or download now. During setup, selected new HP PC models running Windows 10 will receive version 9. All other PC models will receive version 8.”

 

 

  • After download:  If you have ‘Admin’ control, 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)

 

 

 

 

Device Home Page - References and Resources – Learn about your Device - Solve Problems

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Warranty Check, HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides / Manuals, Service and Maintenance Guide (Replacement Parts and Procedures), Product Information (Specifications), more

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

HP Spectre x360 - 13-ae013dx

 

Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

Click Thumbs Up to say Thank You.

Answered? Click "Accept as Solution" to help others find it.

 

 

Dragon-Fur

View solution in original post

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1 REPLY 1
Dragon-Fur
Level 16
Level 16
32,042 31,747 2,922 10,667
Message 2 of 2
Flag Post
HP Recommended

@JohnDNC 

 

Normally, removing / reinstalling the Hp Support Assistant can help.

That said, removing both the HP Support Assistant AND its companion software might help.

 

Already in trouble?

  • Stuck?  Cannot reinstall the HPSA software? 
  • Standard (re)installation appears to work but does not actually help?
  • Plagued by phantom messages for updates / action when no action is actually needed?

 

The "“Complete Cleanup” " option 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 downloaded and installed (also auto-installs the HP Support Solutions Framework software).

 

IMPORTANT

This procedure does NOT resolve having installed HP Support Assistant Application from the Windows Store.

 

                               ---------------------------------------------------------------------------

“Complete Cleanup” Uninstall of HPSA and companion software

 

Reminder:

  • Before you start, it is best that your Windows Updates are already current and installed.
  • Before you make changes to your computer:  Create a Restore Point

Stop / Exit all programs:  Browsers, games, Applications, etc.

Control Panel > icon view > System > System Protection

Click (Highlight) your main disk (C) > Select Create a Restore Point

 

 

 

  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.

 

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. Next, 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 / Information / Video / White Paper / Download

HP Support Assistant

 

Partial excerpt from the Website:

 

“Ready to go on your HP PC

HP Support Assistant is included on new HP desktop and notebook PCs. You can install it on PCs from other manufacturers for easy access to support resources and tools for HP printers and PCs. Click the ? icon on your system tray to start HP Support Assistant or download now. During setup, selected new HP PC models running Windows 10 will receive version 9. All other PC models will receive version 8.”

 

 

  • After download:  If you have ‘Admin’ control, 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)

 

 

 

 

Device Home Page - References and Resources – Learn about your Device - Solve Problems

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Warranty Check, HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides / Manuals, Service and Maintenance Guide (Replacement Parts and Procedures), Product Information (Specifications), more

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

HP Spectre x360 - 13-ae013dx

 

Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

Click Thumbs Up to say Thank You.

Answered? Click "Accept as Solution" to help others find it.

 

 

Dragon-Fur

View solution in original post

0 Kudos
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