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mgroen
Level 3
34 12 1 3
Message 1 of 5
1,635
Flag Post

HP Support Assistant fails to install / upgrade

HP Recommended
Pavilion 15-ck015nd
Microsoft Windows 10 (64-bit)

HP Support Assistant checks for updates and displays there is an update for it.

 

I download the update. It's filename is: SP113820.exe

 

Running it displays an error message: "Failed to extract cab".

 

Also, already installed HP Support Assistant (previous version) was removed somehow?

 

Question: how to obtain latest HP Support Assistant? I run Windows 10 Home 64bit

 

2021-07-22_13-35-09.jpg

4 REPLIES 4
Dragon-Fur
Level 16
Level 16
36,456 21,442 3,388 12,218
Message 2 of 5
Flag Post
HP Recommended

@mgroen 

 

Edits - Minor Updates to content

 

Not sure, though the error message might indicate a possible download for version 9.x of the HPSA application.

 

Checked...

SP113820 wants to install HPSA Application version  9.7.433.0

 

Even assuming your older hardware can update to run the application type of HP Support Assistant, this is an older version of HPSA than is available at the HPSA Website.

 

Original Content

 

What to do?

 

Consider...

Your computer has (at this writing) just ONE driver / software update for the current year ( 2021 ).

 

If you are primarily using the HPSA for updating your computer, its use is really no longer necessary.

 

What? 

Complete you updates manually

Open category Drivers and Software

Open All Drivers > Expand the list "Open All"

Check the list for recent updates

Download-save-install the update.

 

 

Next,

If you still want to try and update, 

Try / Consider

  1. Remove / Uninstall all HPSA components
  2. Restart the computer
  3. Install a fresh copy of HPSA from the website

 

 

IF you have not done so,

Re-check / uninstall / remove all / any HPSA software on your computer.

If you find it, next uninstall HP Support Solutions.

Check in Settings > Apps > Apps and Features and uninstall any HPSA bits you find there, too.

Afterwards, Restart the computer and log in.

 

 

Preparation

 

 

Optional / Recommended > 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

 

Windows Updates

Before you install / reinstall printer software, do check and run Windows Updates

Settings > Update and Security > Windows Updates

If you install any Windows Updates: After the update is installed, Restart the computer and log in.

NOTE:  If an update is already pending, install that update > Restart the computer and log in

 

Uninstall HP Support Assistant Software 

 

FIRST > Uninstall the HP Support Assistant

 

Control Panel > icon view > Programs and Features 

Scroll down, find, Uninstall the HP Support Assistant

 

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

 

Next,

 Uninstall HP Support Solutions Framework software from Programs and Features

 

Search or scroll down and find HP Support Solutions / Framework

Select (Click) and Uninstall the software

 

NOTE: 

When installed as part of HP Support Assistant software, HP Support Solutions Framework is a subset of HPSA.   For this reason, HPSA must be uninstalled before the Solutions Framework can be removed.

 

Restart the computer and log in. 

 

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

Next - check for the HPSA or its companion software lurking in Settings > Apps

If you find it, uninstall it

 

Uninstall HPSA Application >> Apps

 

FIRST > Uninstall the HP Support Assistant Application

 

Settings > Apps > Apps and Features 

Search or scroll down and find HP Support Assistant

Left-Click on the item (HP Support Assistant) > Uninstall

 

NEXT > OPTIONAL >> Uninstall HP Support Solutions Framework software from Programs and Features

 

     NOTE: 

     Search or scroll down and find HP Support Solutions / Framework

     If you find a listing for the Solutions software, then

    Uninstall it.

 

Left-Click on the application (HP Support Assistant) > Uninstall

 

Restart the computer and log in.

 

 

NOTE for the Application version of HPSA:

     If removed, and wanted again later, HP Support Solutions can be reinstalled at Product Home

     Select to use “Auto-Detect” to install HP Support Solutions

 

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

 

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

 

Website / Information / Video / White Paper / Download

HP Support Assistant

 

READ >> 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 on the installation package  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

 

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

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

 HP Account - Login / Dashboard

 

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

HP Device Support 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, Manuals > User Guide, 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 Pavilion - 15-ck015nd 

 

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question / Concern Answered, Click "Accept as Solution"

 

 

 

Dragon-Fur

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jorgemartins
Level 4
81 37 4 9
Message 3 of 5
Flag Post
HP Recommended

Yesterday I had exactly the same problem.

Error extractin the .cab, tried to install on the sp folder and got an error -2.

Today I have installed an older version, sp110939 and it installed as it should.

After this went to Microsoft Store and run the update and it updated HP Support Assistant from there.

 

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mgroen
Author
Level 3
34 12 1 3
Message 4 of 5
Flag Post
HP Recommended

@jorgemartins:

 

thanks. Where did you get the sup110939 download file? How do I get it?

 

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jorgemartins
Level 4
81 37 4 9
Message 5 of 5
Flag Post
HP Recommended

Hi @Mgroen,

I have it on one of my Hp Laptopts.

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