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HanLe
Level 1
3 2 0 1
Message 1 of 6
536
Flag Post

HP Support Assistant shows The support session cannot be started.

HP Recommended
HP Envy 13 ah0001ca
Microsoft Windows 10 (64-bit)

Like the title, whenever I try to send message to tech support, it shows "The support session cannot be started". Please help

Han Le
5 REPLIES 5
praveenbv
HP Support Agent
HP Support Agent
7,672 7,670 337 429
Message 2 of 6
Flag Post
HP Recommended

Hi@HanLe,, Welcome to the HP Support Community!

 

I understand that notebook has an issue with the HP support assistance. 

 

Request you to follow the below troubleshooting steps.

 

HP Support Assistant automatically downloads messages and updates, gathers configuration information, analyzes your computer system, and prepares an action list. To turn off HP Support Assistant, follow these steps:

   CAUTION: 

If you disable the automatic function, you should manually run HP Support Assistant on a weekly basis to keep your computer running efficiently.

  1. In Windows, search for and open Task Scheduler.

  2. On the left panel, double-click Task Scheduler Library

    Figure : Task Scheduler Library

    Task Scheduler with Tasks Scheduler Library selected
  3. Double-click Hewlett-Packard, then select HP Support Assistant.

    A list of tasks for HP Support Assistant displays in the top center panel.

  4. Select HP Support Assistant Quick Start in the top center panel.

  5. On the right panel, click Selected Item to expand the section, then select Disable.

    Figure : HP Support Assistant enabled

    HP Support Assistant enabled

    The selected task shows as disabled in the top center panel, and no longer opens automatically.

    Figure : HP Support Assistant disabled

    HP Support Assistant disabled

HP Support Assistant is stuck "gathering information"

If Gathering information keeps displaying at the top of the window and the Product Name, Serial Number and Product Number are always loading, a different version of HP Support Assistant can resolve the issue. Follow these steps to fix the problem:

  1. Turn off antivirus software and the firewall.

  2. Go to the HP Customer Support website. Enter your product number to find an updated version of HP Support Assistant for your computer.

  3. Download and install the latest version of HP Support Assistant.

  4. Restart the computer to complete the installation process.

    When the system restart is complete, the HP Support Assistant  icon displays on the task bar.

  5. Click the HP Support Assistant  icon to open the application.

    If HP Support Assistant is working correctly, you are done. Turn on the antivirus and firewall software.

    If HP Support Assistant is still stuck gathering information, continue with the remaining steps.

  6. Uninstall HP Support Assistant.

    1. In Windows, search for an open Uninstall a program.

    2. On the Programs and Features window, select HP Support Assistant, then click Uninstall.

      Figure : Uninstall HP Support Assistant

      Uninstall screen from the Control Panel with HP Support Assistant highlighted
      NOTE: 

      If HP Support Assistant is not listed or does not uninstall correctly, install the latest HP Support Assistant version without uninstalling the old version. After HP Support Assistant is installed and working, repeat the uninstall steps.

    3. Click Yes on the Programs and Features screen to confirm that you want to uninstall HP Support Assistant. Restart your computer to complete the process.

      Figure : Uninstall confirmation

      Confirmation screen for uninstall HP Support Assistant with Yes selected
  7. When the uninstall process is complete, open a Web browser and go to the HP Support Assistant website. Follow these steps to download HP Support Assistant:

    1. Click Download HP Support Assistant.

      Figure : HP Support Assistant website

       HP Support Assistant webpage with Download HP Support Assistant selected
    2. When the download bar is displayed at the bottom of the screen, click Save.

    3. When the download completes, click Run, then follow the on-screen instructions. This might take a few minutes to complete.

    4. When the installation completes, select Yes, then click Finish to restart the system.

    5. When the system restarts, the HP Support Assistant  icon displays on the task bar. Click the icon to open the application.

      If HP Support Assistant is working correctly, you are done.

 

Hope this helps! Keep me posted.

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

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HanLe
Author
Level 1
3 2 0 1
Message 3 of 6
Flag Post
HP Recommended

Thank you for your suggestion @Pravvenbv!

 

Unfortunately, even after I tried all the stepes, it still shows that "The support session cannot be started" both on HP Support Assistant app and on website

Han Le
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praveenbv
HP Support Agent
HP Support Agent
7,672 7,670 337 429
Message 4 of 6
Flag Post
HP Recommended

@HanLe,

 

Request you to follow the below troubleshooting to  Create a Second User Account in Windows 10 

  1. Right-click the Windows Start menu button.
  2. Select Control Panel.
  3. Select User Accounts.
  4. Select Manage another account.
  5. Select Add a new user in PC settings.
  6. Use the Accounts dialog box to configure a new account.
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HanLe
Author
Level 1
3 2 0 1
Message 5 of 6
Flag Post
HP Recommended

@Praveenbv hi,

 

I have tried to set up a seccond user account for Windows 10 but it also doesn't work, it has the same result like when I haven't done it.

Han Le
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praveenbv
HP Support Agent
HP Support Agent
7,672 7,670 337 429
Message 6 of 6
Flag Post
HP Recommended

Hi@HanLe,

 

We have done the basic troubleshooting as per the document and the notebook needs to checked taking remote access so that get to know it's a  software issue.

 

I'd suggest you contact HP in your region regarding the service options for your computer or HP Chat Support Team.

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