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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



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HP Recommended



Edits - Minor Updates to content


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



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?



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.



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.




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.






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



 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



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



     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,


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"





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Level 4
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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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Level 3
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thanks. Where did you get the sup110939 download file? How do I get it?


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Level 4
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Hi @Mgroen,

I have it on one of my Hp Laptopts.

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