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mg8980
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Solved!

HP Support Assistant crashes

HP Recommended
HP ProBook 440 G7
Microsoft Windows 10 (64-bit)

Hello,

i'm running Windows 10 (64-bit) 20H2 OS-Build 19042.450 on a HP Probook 440 G7 and HP Support Assistant crashes everytime when i click on "Messages" or "Login".

Version of HP Support Assistant installed: 9.6.714.0

 

Is there a way to solve this issue?

 

Thanks for your help

 

regards

1 ACCEPTED SOLUTION

Accepted Solutions
Dragon-Fur
Level 16
Level 16
31,979 31,684 2,909 10,646
Message 4 of 4
Flag Post
HP Recommended

@mg8980 

 

You are welcome.

 

Unfortunately, we have absolutely no control, access, or influence on the HP Support Assistant.

 

Our sole ability to help you resolve the issue is limited (really) to removing (uninstalling) the software / application and then installing a new copy of the software / application.

 

If nothing works,

That is, you cannot fix the situation by updating your Windows Updates and (manually updating your) HP Software and Drivers , 

If you don't need the HPSA because you have a business machine,

Consider using the HP Image Assistant to manage future HP software and driver updates.

 

 

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

For those reading,

Important Information about the HP Support Assistant

 

The HP Support Assistant "Application" is available on certain hardware models (newer notebooks).

"Everyone" else will get the "software" version.

 

The two types of HPSA - application or software - provide the same functions.

One is not "better" than the other.

The software version of the HPSA is NOT compatible with the Application type.

You cannot expect to have both types on the computer at the same time.

(This should n not happen and is mentioned "just in case".)

 

What?  Software?  Application?

There are two "flavors" of HP Support Assistant.

 

HP Support Assistant Software, when installed, is located in Programs and Features

HP Support Solutions Framework (companion software to HPSA), when installed, is located in Programs and Features

 

Side Bar:

If / When completely uninstalling HPSA, uninstall the HP Support Assistant first, then the HP Support Solutions software.

This is likely version 8.8.x

 

==============================================================

OR

For systems that can support the newer "application" version,

 

HP Support Assistant Application, when installed, is located in Settings > Apps > Apps and Features

At this writing, the application is likely version 9.6.x

 

What is different?

 

The application version of the HPSA provides a different GUI (Graphics User Interface).  Some people like it better because the format / layout is similar to other mobile applications.

 

At this writing, there are few "under the hood" differences that would impact the ability of the HPSA to do its job.

 

Where / How to download and install HP Support Assistant?

 

The main download process at the homepage for the HP Support Assistant automatically selects the appropriate HP Support Assistant for your machine.

 

Important

"You" don't get a choice - the "flavor" of the HP Support Assistant installed is determined by your computer's hardware and Windows version.

 

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

  

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

 

Thank you for participating in our HP Community.

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

 

Dragon-Fur

View solution in original post

3 REPLIES 3
Dragon-Fur
Level 16
Level 16
31,979 31,684 2,909 10,646
Message 2 of 4
Flag Post
HP Recommended

@mg8980 

 

This version series of the HP Support Assistant is an application.

 

Before you go too far with HPSA, note that if you have migrated the computer beyond the supported version of Windows supported by your HP Software and Drivers, HPSA may balk, issue errors, simply fail to find any reasonable result, or otherwise act "strange".

 

If your Software and Drivers support your current version of Windows...

 

If you have not done so, remove (uninstall) the application from Settings > Apps > Apps and Features

Restart the computer and log in.

 

After the login is fully started, open the Windows Store, find, and install a fresh copy of the application

OR

Open the HPSA Website and download the application

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

 

Website / Information / Video / White Paper / Download

HP Support Assistant

 

===================================================================

What else?

Consider:

Your business class system supports its own update and software manager.

 

Business Class Software Update Managers

 

Client Management Solutions - Overview

HP Client Management Solutions support most HP commercial desktops, notebooks, and workstations.

 

Client Management Solutions – Manageability Tools

Available Tools and what they can do for you

 

Examples

Single System Management Software – HP Image Assistant

 

Many newer business (commercial) computers are supported in the HP Image Assistant management grade software. 

 

At this writing: If your computer was manufactured before the EOL date for the Software Download Manager, you can choose to use (or continue using) SDM.

 

HPIA Information and Download

 

Business Systems - Client Management Solutions (software management)

Scroll to the bottom of the Website for additional information and links.


HP Image Assistant is a free tool that aids IT Administrators improve the quality and security of their PC Windows image by diagnosing the image, identifying problems, recommending solutions, and analyzing their PC’s readiness for migration between Windows 7 and Windows 10.

HP Image Assistant can be downloaded at the HP Manageability website.

HP Image Assistant (HPIA)

 

From the Image Assistant Web page:

 

Example

HPIA_V4.5.8.1_Download-Install_2HPIA_V4.5.8.1_Download-Install_2

 

 

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 ProBook 440 G7 Notebook PC 

 

Thank you for participating in our HP Community.

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

Click Thumbs Up on a post to show appreciation for the help.

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

 

 

Dragon-Fur

mg8980
Author
New member
2 1 0 0
Message 3 of 4
Flag Post
HP Recommended

First of all, thanks for your reply.

 

Tried to restore the application and to reinstall HP Support Assistant.

No luck so far. It crashes like before.

0 Kudos
Dragon-Fur
Level 16
Level 16
31,979 31,684 2,909 10,646
Message 4 of 4
Flag Post
HP Recommended

@mg8980 

 

You are welcome.

 

Unfortunately, we have absolutely no control, access, or influence on the HP Support Assistant.

 

Our sole ability to help you resolve the issue is limited (really) to removing (uninstalling) the software / application and then installing a new copy of the software / application.

 

If nothing works,

That is, you cannot fix the situation by updating your Windows Updates and (manually updating your) HP Software and Drivers , 

If you don't need the HPSA because you have a business machine,

Consider using the HP Image Assistant to manage future HP software and driver updates.

 

 

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

For those reading,

Important Information about the HP Support Assistant

 

The HP Support Assistant "Application" is available on certain hardware models (newer notebooks).

"Everyone" else will get the "software" version.

 

The two types of HPSA - application or software - provide the same functions.

One is not "better" than the other.

The software version of the HPSA is NOT compatible with the Application type.

You cannot expect to have both types on the computer at the same time.

(This should n not happen and is mentioned "just in case".)

 

What?  Software?  Application?

There are two "flavors" of HP Support Assistant.

 

HP Support Assistant Software, when installed, is located in Programs and Features

HP Support Solutions Framework (companion software to HPSA), when installed, is located in Programs and Features

 

Side Bar:

If / When completely uninstalling HPSA, uninstall the HP Support Assistant first, then the HP Support Solutions software.

This is likely version 8.8.x

 

==============================================================

OR

For systems that can support the newer "application" version,

 

HP Support Assistant Application, when installed, is located in Settings > Apps > Apps and Features

At this writing, the application is likely version 9.6.x

 

What is different?

 

The application version of the HPSA provides a different GUI (Graphics User Interface).  Some people like it better because the format / layout is similar to other mobile applications.

 

At this writing, there are few "under the hood" differences that would impact the ability of the HPSA to do its job.

 

Where / How to download and install HP Support Assistant?

 

The main download process at the homepage for the HP Support Assistant automatically selects the appropriate HP Support Assistant for your machine.

 

Important

"You" don't get a choice - the "flavor" of the HP Support Assistant installed is determined by your computer's hardware and Windows version.

 

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

  

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

 

Thank you for participating in our HP Community.

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

 

Dragon-Fur

View solution in original post

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