HP Support Assistant shows warranty expired incorrectly

[Frank_W]

Hi,

The HP Support Assistant shows the warranty has expired, although the warranty check on the HP website shows there's still one year warranty left.

Is there a way to get this corrected?

Thanks,

Frank

[Dragon-Fur]

@Frank_W 

If the Warranty Check shows all is OK, you can simply ignore the HP Support Assistant and its inaccurate assessment .

What else?

We (anyone outside of HP, in fact) do not have any actual control over what the HPSA is doing.

Generally, it works - when HPSA does not work as expected, we can offer a couple of options,

Including:

Check the BIOS version on your computer - if needed, manually update the BIOS.

Beforehand, do make sure your personal data is backed up on other than the computer.

Why?  Because even when you do everything correctly, BIOS updates carry a bit of inherent risk.

Read sections, then decide if / how to proceed.

HP Support Assistant – not reading serial number, data incorrect, not accessing tools, not extracting

Manually Check / Update the BIOS

Check Current BIOS version

Control Panel > icon view > Administrative Tools > System Information

System Summary - Check the information: BIOS Version / Date 

Confirm Board ID

Control Panel > icon view > Administrative Tools > System Information

System Summary – Check the information: Baseboard Product

Open  Support Home > Category Software and Drivers (exact name varies)

If the version of the BIOS offered does not match the version of the BIOS installed on your computer, consider updating your BIOS.

Preparation

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

Only update the BIOS after you have backups of your most critical data and files located somewhere other than the local computer.  If the system becomes unavailable, it might be too late to back track this step.

Need Help?  HP Documents – How to Update the BIOS

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

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

Select the option to manually install the BIOS update.

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Next...

Remove / Reload the HPSA

1. Remove the HPSA from the computer.
2. Restart the computer and log in.
3. Download-save-install a fresh copy of the HPSA software / application from the HPSA Website.

Ignore anything you don't need...

"Types" of HPSA...

There are two flavors / types of the HP Support Assistant available.

1 ) Software Flavor

HP Support Assistant Software, when installed, is located in Programs and Features

and  includes

HP Support Solutions Framework (companion software to HPSA), when installed, is located in Programs and Features

OR

2) Application Flavor

HP Support Assistant Application, when installed, is located in Settings > Apps > Apps and Features

At this writing, the application is likely version 9.6.x

Which kind or "flavor" of HPSA (that) you have installed (and can install) depends on your particular hardware (computer).

Preparation

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

Next... Determine what you have installed...

Ignore this part if you know what you have...

Which "kind" of HPSA do you have?

Which "version" of HPSA do you have?

Settings > Apps > Apps and Features 

Search or scroll down and find HP Support Assistant

Left-Click on the item (HP Support Assistant)

If the HPSA on your system is "software", it will list out as version 8.x (at this writing).

If the HPSA on your system is "software", the companion software will be listed, too:  HP Support Solutions Framework

If the HPSA on your system is "application", Click Advanced Options > note the version (likely 9.6 or higher)

What if?

If you are running a much older version of Windows, it is possible HPSA "software" may not even list in the "Apps" section.

If this is the case, find your HPSA software in Control Panel > icon view > Programs and Features.

Next,

Uninstall the HPSA

Select and uninstall the HPSA type you have installed on your computer...

Uninstall Software Flavor

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

NOTE:  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. 

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

Uninstall HPSA Application listed (only in) Apps

Settings > Apps > Apps and Features 

Search or scroll down and find HP Support Assistant

Left-Click on the item (HP Support Assistant) > Uninstall

Search or scroll down and find HP Support Solutions Framework

If you find a listing for the Solutions software, then

Left-Click on the item (HP Support Assistant) > Uninstall

Restart the computer and log in.

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

Final Check – Software / Application is Removed

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

Settings > Apps > Apps & features

OR

Control Panel > icon view > Programs and Features 

If the software / application is found > Click to uninstall 

Restart the computer and log in.

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

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

Website / Information / Video / White Paper / Download

HP Support Assistant

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.”

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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

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HP Device 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

Open Product Home

Enter the type and name of your HP device

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