HP Support Assistant not download updates or messages

[sxchit5690]

I have the HP Support Assistant and when I try to check for updates, it connects to the HP servers, and then fails the Downloading messages and Updates definitions, gathers configuration information, and then fails analyzing the system and preparing an action list. Now, I've done every possible thing.

Uninstall, reboot, and then reinstall

Uninstall, reinstall, then reboot

Uninstall, reinstall, no reboot

But nothing has worked now. I'm really tired of this. I've downloaded the latest updates of the HP Support Assistant from HP's website but even by doing this it does not work. I tried on WiFi, Ethernet, different WiFi, my personal hotspot, and every possible troubleshooting method. I even reset my laptop to original apps and software which comes with the laptop but kept my data intact but NOTHING has worked. I'm tired and i'm running out of patience. 

[Dragon-Fur]

@sxchit5690 

HP Support Assistant is actually two pieces of software that work together with a third database file that is unique to your system. 

The network is involved, too, since nothing happens without a clear, clean, strong pathway to the Update servers on which the updates are stored.  Once obtained from the servers, the installation and control files are deployed across that network and back to your system.

There are additional smaller bits (libraries and links) in the File System used to keep everything talking to each other while the software navigates the task list. 

If any one of these - or yet another dependency - goes sideways, it all stops working.  

You have control over part of the process - hopefully that will be enough to help you resolve the issue. 

Caveat

Know that sometimes, no matter what you do, the software will not function as hoped.  Not perfect software.  If the software does not work in spite of everything you try, you can manually install updates; thousands of people manage their computers this way as a matter of choice. 

What to do - What to know - Preparation

One thing you can control is your side of the network:  Provide a strong, updated, clean, and correctly configured router, for example.  This is mandatory, in fact.  If your network is not highly functional and healthy, the software cannot do its job.

Keep Windows Updates current - this is one of those "usual" cases where updated is better than out-of-date.

Important

Install BIOS updates separately from other Updates.   This recommendation does not come lightly.  Manual installation of the BIOS updates reduces the chance that updates to this fussy software will balk, stop, or fail.

HP Support Assistant - Remove and Install

Stuck?  Cannot reinstall the HPSA software?  Standard installation works but does not actually help?

The "complete cleanup" option described below uninstalls the existing version of the HP Support Assistant and its companion software, HP Support Solutions Framework.  After that, a new, fresh copy of the HP Support Assistant can be installed (which will auto-install the HP Support Solutions Framework software).

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

Completely remove the HPSA software, its companion software, and even stored HPSA data bits in your user account.  Restart the computer, log in, then Download-Save-Install a fresh copy of the HP Support Assistant software.  The "companion" software is installed with HP Support Assistant - there is no need to search out and install that software separately.

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. Next:  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

Nothing Works…

If the reinstallation of the HPSA / Solution software does not resolve the problem,

Or

if you decide for any reason to not use the HPSA to install the software,

Then

Download and install your HP Software and Drivers manually.

Help / How-to:  HP PCs - Downloading or Updating Software and Drivers

Section: Find driver updates on the HP website

Example

Open Support Home

Enter the name of your device

Select category Software, Drivers & Firmware

Open All > Peruse the list > Select, download, save, install Updates

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

Reference and Resources – Places to find (more) help and learn about your Device

Clarification of terms and "what the device can do" (Specifications)

Device Homepage

NOTE:  Content depends on device type and Operating System

HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides, Product Information, more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

Open Support Home

Enter the name of your device

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