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‎04-05-2020 09:44 AM - edited ‎04-05-2020 09:44 AM

HP Recommended
Product: HP Omen 15-dh002ng
Operating System: Microsoft Windows 10 (64-bit)

I found many entries of users that had problems to uninstall the HP Support Assistant, but I have the opposite problem.

I downloaded the installation file directly from HP homepage https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html.

Then I installed it under the administrator account. The installation is successful. I can use the Support Assistant without any problem.

However, when I then switch to another user account, automatically (= without any user interaction) the question of the HP Support Assistant uninstaller, whether I want to keep or delete the stored configuration data is displayed. No matter, whether I choose 'Yes' or 'No', afterwards the HP  Support Assistant is uninstalled.

In some cases (I have not found out why) the installation will last for some days until it is gone again. Has anybody have some suggestions, how to fix this?

1 person had the same question
5 REPLIES 5

‎04-10-2020 01:14 PM

HP Recommended

@DataJuggler Welcome to HP Community!

 

I understand that the HP Support Assistant is uninstalling automatically.

 

Procedure Details - HP Support Assistant – Remove and Install

 

Read sections, then decide if / how to proceed.

 

There are settings to allow you to have the HPSA on the system without it updating your software "out from under you".  These settings allow you to use HPSA on your terms.

 

 

IMPORTANT

 

If the problem is related to a corrupted database within the control of the HPSA, the "cleanup" and reinstallation of the HP Support Assistant software may help resolve any issue(s).

 

Cleanup and installation may fix general issues, primarily those having to do with a corrupted HPSA database on the client system.

 

Removal and (Re)Installation does not fix actual errors.  For example,

 

  • HPSA cannot handle package error conditions. For example, HPSA cannot fix an error in the installation package itself.

 

  • HPSA cannot understand – and therefore cannot correct - undefined error conditions. For example, the program code does not include instructions “every” type of error.

 

  • HPSA has been reported on occasion to install the BIOS and then have issues with the installation itself or become tangled in the process of rebooting / completing the BIOS installation.  The obvious takeaway for IT professionals (and everyone else for that matter) is to always manage and update the BIOS as a separate, manually installed update (Download, Save, Install).

 

  • HPSA is an Update only software - it cannot, for example, search out updates for software that is not already installed on the computer.  

 

  • HPSA might suggest an update that is not the same as that which is available in the computer's own Software and Drivers Website Support pages.   

 

 

If there is a problem in the Windows File system,

Then

  • The reinstallation procedure will likely make no difference to the results.

 

 

 

Reminder – Manually Update the BIOS

 

How to install BIOS Updates:

Always connect the computer to AC Power and leave the power connected during the entire BIOS update procedure.

Select the option to manually install the BIOS update.

 

HP Notebook PCs - Updating the BIOS (Basic Input Output System)

 

HP Desktop PCs - Updating the BIOS (Basic Input Output System)

 

Open HPSA Software

Settings > Set to “Notify” as opposed to “Auto-Update”

Save Changes > Restart the computer and log in

Open HPSA

Check for Updates > Use the list to determine candidates for update

  • Click on each update in the list to see a short description of that package
  • If BIOS is offered, simply set to “ignore” or otherwise remove this update from list of potential updates
  • If desired:  Install other HP software and updates using HPSA or manually install those updates

 

 

Check Current BIOS version

Control Panel > icon view > Administrative Tools > System Information

System Summary - Check the information next to BIOS Version / Date 

 

“Regular” Uninstall - Remove the existing version of HPSA

 

Control Panel > icon view > Programs and Features 

Scroll down, find, Uninstall the HP Support Assistant

After the uninstall is completed, Restart the computer and log in

 

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

 

OR

“Complete Cleanup” Uninstall of HPSA and companion software

 

If you are having problems installing your HP Updates using the HP Support Assistant, use "complete cleanup” steps to remove and then reinstall the HP Support Assistant.

 

NOTE:  Before you start here, it is best that your Windows Updates are already current and installed.

 

Essentially, the "Complete Cleanup" simply means that you uninstall HPSA > Restart > Uninstall the HP Support Solutions Framework > Restart > Download and install a fresh copy of the HPSA software > Restart

 

 

  1. FIRST uninstall the HP Support Assistant

 

Control Panel > icon view > Programs and Features 

Scroll down, find, Uninstall the HP Support Assistant

After the uninstall is completed, Restart the computer and log in

 

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.  Framework will (re)install if / when the HPSA is installed.

 

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

 

 

  1. Restart the computer and log in

 

  1. Uninstall HP Support Solutions Framework software from Programs and Features

 

NOTE:  HP Support Solutions Framework is a subset of HPSA.  For this reason, HPSA must be uninstalled before the Solutions Framework can be removed.

 

  1. Restart the computer and log in.

 

Final Check – Software is Removed

 

  • After the software is uninstalled (and the computer is Restarted), check to ensure the software is actually “gone”.

 

Settings > Apps > Apps & features >

Scroll down the list, look for HP Support Assistant (and / or HP Support Solutions Framework)

 

If the stubborn software is found in the list, click to uninstall it, Restart and log in.

 

 

Installation – HP Support Assistant

 

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

 

Website / Download

HP Support Assistant

 

  • After download: If you have ‘Admin’ control, you may 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

  

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

 

READ:  Get help and Learn about the HPSA software

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

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

 

Keep us posted,

If you would like to thank us for our efforts to help you, 


Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 


Have a great day!

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‎04-18-2020 11:57 AM

HP Recommended

By the way, I have done the suggested cleaning procedure about 5 times before I even posted my question here in the first place.

Nevertheless, here are my comments:

  • Cleaning/Re-Installing procedure as you described above done more than 5 times without success (I can uninstall HPSA, but there is no HP Support Solutions Framework installed on my computer)
  • I have always downloaded the latest version of HPSA from HP homepage (latest version I tried: 9.6.598.0)
  • I have installed the latest BIOS version F.24 Rev A for the notebook

What else can I do?

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‎04-19-2020 06:42 AM

HP Recommended

@DataJuggler

 

I understand your concerns.

 

In that case, I suggest you try creating a new user account on your computer.

 

Go to http://hp.care/2dWJKgW  and follow the steps to create a new user account.

 

If the issue still persists, please perform the system reset and check.

 

Have a nice day!!

 

 

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‎04-25-2020 08:42 AM

HP Recommended

Well, I will not follow your suggestions. This is too much effort - I would have to create 3 new accounts and probably re-install some software as well. It is also not sure that such trial and error methods will change anything.

And a system reset is even worse...I don't have the time for all this.

Never mind, I can perfectly live with a system without HPSA installed.

 

It is just very sad that a company like HP seems not to be able to create a working software for their own computers.

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‎04-25-2020 12:18 PM

HP Recommended

@DataJuggler

 

I understand your concerns.

 

In that case, I would suggest you please contact our phone support and check for the support option. They will help you.

 

Here is how you can get in touch with phone support.
 

1)Click on this link - www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.
 

Have a nice day!!

 

 

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