cancel
Showing results for 
Search instead for 
Did you mean: 
RBpromise
Level 1
12 8 0 0
Message 1 of 8
7,393
Flag Post

Solved!

HP Support Assistant does not open

HP Recommended
HP Envy m6 1105dx
Microsoft Windows 8.1 (64-bit)

I am unable to open HP support assitant. It was working fine. I read about updating to the latest BIOS and drivers to prevent thermal shutdown. So I fixed that problem by updating latest BIOS and drivers. After that HP support assitant does not open.

 

I tried uninstall and install. I did system recovery - basically undoing more than a day's worth of work updating things. Still cannot get HP support assitant to open up.

 

While searching this forum I came across that several people have had this problem. We are recommended to update to the latest drivers. But if you do that then you have other problems.

 

We buy computers to help us do our work. But it is frustrating when we are left to spend days trying to work around a system that does not work seamlessly.

 

Please help!!

7 REPLIES 7
A4Apollo
Retired
Retired
17,747 17,730 1,301 2,085
Message 2 of 8
Flag Post
HP Recommended

Hi! @RBpromise, Welcome to HP Forums.

 

I understand you are unable to open HP support assistant 

 

Please try few steps recommended below.
 
Remove all the components and features of HP support assistant from programs and feature in control panel.
Restart your PC.
Run Microsoft fix it from the link: http://hp.care/2bUQYRk
Please update HP support assistant using the link: http://hp.care/2dHiDV

 

Please refer this document to troubleshoot HP support assistant issues: http://hp.care/2bJAkp9

 

Please let me know the outcome.

Cheers! 🙂

A4Apollo
I am an HP Employee

0 Kudos
RBpromise
Author
Level 1
12 8 0 0
Message 3 of 8
Flag Post
HP Recommended

Thanks for your response.

 

I deleted the HP support assistant and HP support solutions framework from the programs and features in control panel.

 

I ran the Microsoft fixit, although I was not sure what I was supposed to install or uninstall, since I had already deleted the HP support assitant and HP support solutions framework.

 

Then I tried to click on the link provided for updating the HP support assistant but that link does not work. It says page not found.

 

Thanks.

0 Kudos
A4Apollo
Retired
Retired
17,747 17,730 1,301 2,085
Message 4 of 8
Flag Post
HP Recommended

Hi! @RBpromise, thanks for the response.

As you were unable to download support assistant using the link provided.

Please download HP support assistant using the link below.

Link: http://ftp.hp.com/pub/softpaq/sp77001-77500/sp77062.exe

 

Let me know if this works!

Have a great day! 🙂

A4Apollo
I am an HP Employee

RBpromise
Author
Level 1
12 8 0 0
Message 5 of 8
Flag Post
HP Recommended

Thanks for your reply. This link seems to work. I have not worked with it yet. But I wanted to know if I should delete all the files with HP support title. When I search with the word "HP support" in the C drive there are a lot of previous files and also one that requires administrators access to delete. So wanted to know if I should delete all those, to start on a fresh and clean slate before I download and install from the link you had sent. Thanks.

0 Kudos
RBpromise
Author
Level 1
12 8 0 0
Message 6 of 8
Flag Post
HP Recommended

I just tried the download and it still doesnt open. SO would it be better for delete all files labeled "HP Support" including those that require admisnitrators access to proceed with it? Previously you had mentioned about deleting the old file. But I wanted to make sure that its ok to delete all. thanks.

0 Kudos
RBpromise
Author
Level 1
12 8 0 0
Message 7 of 8
Flag Post
HP Recommended

Ok, it seems that it may have worked. It seems to open to something. I have to go through it later and do the steps. Probably the download you sent had other updates or it cleaned out the previous ones. Anyway, I have to go through the set up. Thanks for now.

0 Kudos
A4Apollo
Retired
Retired
17,747 17,730 1,301 2,085
Message 8 of 8
Flag Post
HP Recommended

Hey there! @RBpromise, thanks for the response.

 

You can install HP support assistant and get back if you have any issues.

 

Take care! Good Day! 🙂

A4Apollo
I am an HP Employee

0 Kudos
Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation