cancel
Showing results for 
Search instead for 
Did you mean: 
  • ×
    Information
    Need Windows 11 help?
    Check documents and videos on compatibility, FAQs, upgrade information and available fixes.Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents and videos on compatibility, FAQs, upgrade information and available fixes.Windows 11 Support Center.
  • post a message
Check out our WINDOWS 11 Support Center info about: OPTIMIZATION, KNOWN ISSUES, FAQs, VIDEOS AND MORE.
Netzen
New member
6 2 0 0
Message 1 of 6
767
Flag Post

Solved!

HP Support Assistant installation error revisited

HP Recommended
HP Elite Dragonfly
Microsoft Windows 10 (64-bit)

The last few days the PH Support Assistant stopped responding. I decided to check for fixes. On the site of HP I found that the best way was to uninstall and then install the latest version. I followed the instructions as laid out. At the end I chose to keep the old data (that may have been a mistake). At the final stages of installation it stopped and I got the following error message "HP Support Assistant was not installed successfully. An error occurred during the installation.: -2".

I looked through support and followed the solutions offered in a previous post but it did not work. By the way every time I try to install the HP Support assistant the "start button" stops responding (for those interested).

1 ACCEPTED SOLUTION

Accepted Solutions
Dragon-Fur
Level 16
Level 16
36,456 21,442 3,388 12,218
Message 2 of 6
Flag Post
HP Recommended

@Netzen 

 

Welcome to the HP Community.

 

The following solution might work - some of this depends on how deeply the HP Support Assistant (that was installed) has dug itself into the Windows Operating System.  In most cases, the software / application can be extracted so a new version / type can be installed.  In a few cases, not-so-much.

 

Yes, select to "delete" your HPSA user data.  You don't need it and keeping it can tangle the results.

 

Side Bar >> Something to keep in mind

If you are using HPSA to manage HP drivers / software updates, your business class machine supports HP Image Assistant.  In most cases, HPIA is simply better software for the purpose.  I've included links and notes on HPIA at the end of this message.

 

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

The source of this issue is perhaps an outdated version of the HPSA installation package trying to install a newer version of the HP Support Assistant.

 

What?

There are two types of the HPSA:  Software type and Application type.

The update MIGHT be trying to update HPSA from one type to another.

If that is the case, the process to make this "switch" more dependent on the circumstances being "just right".

 

Consider / Try

 

IF you have not done so,

  1. Re-check / uninstall / remove all / any HP Support Assistant software from Programs and Features
  2. If asked, opt to remove any personal HPSA data.
  3. If you find it, next uninstall HP Support Solutions from Programs and Features
  4. Check in Settings > Apps > Apps and Features and uninstall any HPSA bits you find there, too.
  5. After the software / apps are removed / uninstalled, Restart the computer and log in.
  6. Check (the same locations) for any "left over bits" of HPSA - if found, delete / uninstall > Restart
  7. Download / install a fresh copy of the HP Support Assistant from the HPSA website.

 

 

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 from Programs and Features

 

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 > 

If you find it in Apps or in Programs and Features

Uninstall HP Support Solutions Framework software

 

Restart the computer and log in.

 

 

NOTE If / When using 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

 

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

 

References / Resources

 

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:

 

Older Example - HPIA Update Drivers

HPIA_V4.5.8.1_Download-Install_2HPIA_V4.5.8.1_Download-Install_2

 

HP Image Assistant Installation Path Notes

 

The software installs into C:\SWSetup\<sp#> where “sp#” is the name of the installation package.

Once installed, (Optionally) PIN the software executable to Windows Start and or Taskbar

Optionally, the software executable can be “sent to Desktop” as a shortcut

When changing versions of the software, links and PINNED shortcuts must be checked and updated manually

 

For example,

When updating to version C:\SWSetup\SP121443

 

Before updating to the current / latest version

If you have the older version "Pinned" to Start

Then

Open Windows Start (Windows key)

Find and UNPIN the (old) HP Image Assistant

 

Open Windows Explorer

Navigate to C:\Users\YourAccount\AppData\Roaming\Microsoft\Windows\Start Menu\Programs

Remove / Delete the link to the older version of the software

 

If you have an older version icon shortcut set on the Desktop

Either manually remove the old icon / shortcut from the Desktop

OR

Open Windows Explorer

Open / Navigate to your user account.

Open the Desktop Folder

Right-Click on the shortcut and remove / delete the old shortcut

 

Next,

Download and install the latest version of HP Image Assistant

 

Next,

For the purposes of this example,

Open File Explorer and Navigate to the new / current path to the software:  C:\SWSetup\SP121443

Find and Right-Click on HPImageAssistant.exe

PIN to Start

Optionally

Send to Desktop (create shortcut)

 

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

 

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

Results for "Hp elite dragonfly" (3) 

 

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

View solution in original post

Was this reply helpful? Yes No
5 REPLIES 5
Dragon-Fur
Level 16
Level 16
36,456 21,442 3,388 12,218
Message 2 of 6
Flag Post
HP Recommended

@Netzen 

 

Welcome to the HP Community.

 

The following solution might work - some of this depends on how deeply the HP Support Assistant (that was installed) has dug itself into the Windows Operating System.  In most cases, the software / application can be extracted so a new version / type can be installed.  In a few cases, not-so-much.

 

Yes, select to "delete" your HPSA user data.  You don't need it and keeping it can tangle the results.

 

Side Bar >> Something to keep in mind

If you are using HPSA to manage HP drivers / software updates, your business class machine supports HP Image Assistant.  In most cases, HPIA is simply better software for the purpose.  I've included links and notes on HPIA at the end of this message.

 

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

The source of this issue is perhaps an outdated version of the HPSA installation package trying to install a newer version of the HP Support Assistant.

 

What?

There are two types of the HPSA:  Software type and Application type.

The update MIGHT be trying to update HPSA from one type to another.

If that is the case, the process to make this "switch" more dependent on the circumstances being "just right".

 

Consider / Try

 

IF you have not done so,

  1. Re-check / uninstall / remove all / any HP Support Assistant software from Programs and Features
  2. If asked, opt to remove any personal HPSA data.
  3. If you find it, next uninstall HP Support Solutions from Programs and Features
  4. Check in Settings > Apps > Apps and Features and uninstall any HPSA bits you find there, too.
  5. After the software / apps are removed / uninstalled, Restart the computer and log in.
  6. Check (the same locations) for any "left over bits" of HPSA - if found, delete / uninstall > Restart
  7. Download / install a fresh copy of the HP Support Assistant from the HPSA website.

 

 

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 from Programs and Features

 

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 > 

If you find it in Apps or in Programs and Features

Uninstall HP Support Solutions Framework software

 

Restart the computer and log in.

 

 

NOTE If / When using 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

 

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

 

References / Resources

 

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:

 

Older Example - HPIA Update Drivers

HPIA_V4.5.8.1_Download-Install_2HPIA_V4.5.8.1_Download-Install_2

 

HP Image Assistant Installation Path Notes

 

The software installs into C:\SWSetup\<sp#> where “sp#” is the name of the installation package.

Once installed, (Optionally) PIN the software executable to Windows Start and or Taskbar

Optionally, the software executable can be “sent to Desktop” as a shortcut

When changing versions of the software, links and PINNED shortcuts must be checked and updated manually

 

For example,

When updating to version C:\SWSetup\SP121443

 

Before updating to the current / latest version

If you have the older version "Pinned" to Start

Then

Open Windows Start (Windows key)

Find and UNPIN the (old) HP Image Assistant

 

Open Windows Explorer

Navigate to C:\Users\YourAccount\AppData\Roaming\Microsoft\Windows\Start Menu\Programs

Remove / Delete the link to the older version of the software

 

If you have an older version icon shortcut set on the Desktop

Either manually remove the old icon / shortcut from the Desktop

OR

Open Windows Explorer

Open / Navigate to your user account.

Open the Desktop Folder

Right-Click on the shortcut and remove / delete the old shortcut

 

Next,

Download and install the latest version of HP Image Assistant

 

Next,

For the purposes of this example,

Open File Explorer and Navigate to the new / current path to the software:  C:\SWSetup\SP121443

Find and Right-Click on HPImageAssistant.exe

PIN to Start

Optionally

Send to Desktop (create shortcut)

 

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

 

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

Results for "Hp elite dragonfly" (3) 

 

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

Was this reply helpful? Yes No
Netzen
Author
New member
6 2 0 0
Message 3 of 6
Flag Post
HP Recommended

Thank you for the comprehensive reply with detailed instructions. I did not have the time to try it yet as I am very busy and unfortunately spent a good part of my weekend trying various fixes. I will let you know as soon as possible.

Was this reply helpful? Yes No
Dragon-Fur
Level 16
Level 16
36,456 21,442 3,388 12,218
Message 4 of 6
Flag Post
HP Recommended

@Netzen 

 

You are welcome.

 

Hopefully, the software / application is not too deeply tangled in the Operating System and it can be "freed".

 

Good Luck.

 

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

Was this reply helpful? Yes No
Netzen
Author
New member
6 2 0 0
Message 5 of 6
Flag Post
HP Recommended

Some additonal information. The solution above works and the trick is going the the product specific page and install all the package in one go. The installation went fine but at the end I got a suggestion to install the "HP download and Installation assistant" that I saved the file for later. I tested the HPSA and worked fine but later, for some reason, I decided to install the above file that was actually I guess a variation of HPSA that started the same problems again and also there was an erratic behavior of the PC.

Finally I remembered that the problem stared after enabling the "Thread Containment" of Wolf Security. As there is no easy way to disable that option and even no easy way to uninstall the Wolf Security I used an Acronis Image form a week ago and recovered the PC and now all works fine. I noticed that the HPSA that I have now is an older version than the one I installed (for a short while).

I should also mention that I have on by PC the AVG AntiTrack that probably has conflicts with the "Threat Containment" of HP. As long as I do not enable that option above everything seems to work fine.

 

Finally what are the pros and cons of HPSA vs HP Image Assistant?

Thank you again for your help.

 

Was this reply helpful? Yes No
Dragon-Fur
Level 16
Level 16
36,456 21,442 3,388 12,218
Message 6 of 6
Flag Post
HP Recommended

@Netzen 

 

You are welcome.

 

Commentary - not to be confused with HP documents or statements from HP:

 

You know... (you don't and I will tell you) --

I do not use the HPSA except for testing and answering questions about its use.

I don't have a direct need for the software and it's a toss up whether it would be useful for my situation.

 

I would never "update" the HP Support Assistant itself without fully removing it from the computer first.

I have done this, of course, for testing. 

 

Mostly, HPSA has not burrowed itself into the Operating System where I cannot extract it.  Well, it did so once a while ago, but I simply ignored HPSA until I was going to reload Windows for another reason...

 

At present, all of my systems are business class.

If I want to update, I either do so manually (most often) else I use the HPIA to run a quick check and then update - maybe using the HPIA, maybe checking / downloading / manually installing.

 

HPSA

Pro:  Unless it gets itself into a tangle (as evidenced by the recent upheaval suffered by those systems stuck in between the software type and the "application" type), HPSA driver / software updates are supposed to be automatic when HPSA is set to do that. 

 

HPSA is especially useful for newer users.  How to manage / explore / install Updates are one of those skills one can learn but the fascination with the subject is not shared by everyone.

 

The User Interface on either type - software or application - is nice.  Easy to navigate, lots of places to find various kinds of information about the system.

 

Con:  HPSA can and sometimes does get tangled up.  If the user has no idea what to do, the task to untangle or complete updates with out the automation can be daunting.  

 

If the software is not already installed, HPSA cannot "update" that driver or software.  

 

Lots of people do not realize that as a system ages, there are fewer and fewer updates for that system....

HPSA cannot tell the difference between "You are old - there is nothing to update" and "Gee, I can't find anything - something is wrong".

 

HPIA

Pro:  The software is written for and supported on business class machines.  It is smarter, more flexible, less likely to have problems, and - importantly - can handle updating the BIOS, even if you decide to crowd other updates into the list at the same time.

 

Con:  HPIA is not plug and play.  Like just about everything else in a business class system, the user needs a more advanced skill set to make sense of the software, the options, and the hardware being managed.

 

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

Was this reply helpful? Yes No
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