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HP Support Assistant shows wrong data and does not uninstall

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HP Probook 440 G3
Microsoft Windows 10 (64-bit)

We have a general image that we created from an HP desktop, we installed the latest HPSA.  When we image an HP laptop we have to reinstall the latest HPSA but it does not show the information for the Laptop it shows for the desktop we created the image from.  We cannot uninstall it as it does not show up in programs and features.  We try to reinstall it and it will still not come out on programs and features.  When you open the edit device on the HPSA it does not give the option to remove the device (Just lets you chance the name).  I also tried deleting the folder in program files but did not work.


Anyone have an uninstall script or maybe the registry entries that i would have to remove?


Any other ideas so that we will not have to recreate the image as Windows Deployment services is a pain would be helpful.

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Check in Settings > Apps and Features > Apps


That said,

It is possible the reason you cannot find the HP Support Assistant in Programs and Features is that you have the "latest" version that installs as an application.  I have a new G7 in which this is the case - the traditional "software" is now a more compact and modern version of the HPSA that lives in Apps and Features.



Website / Information / Video / White Paper / Download

HP Support Assistant



There is mention on the HPSA website that when you install the latest version of HPSA that your system will "get" whatever version is right for the computer's architecture.



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Thank you for the information, i'll be keeping an eye out for HPSA in that apps settings.  So I checked the apps and it did not show installed, i did a fresh install of HPSA and the computer used for reference image comes out on the my desktop setting instead of the laptop.  when i go into edit, it does not have a remove.

error 2.jpgerror 1.jpg

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It appears that perhaps, there is a mixture of the old and the new, perhaps a result of imaging the OS with the old and then installing the new.  ??  Honestly, I don't know for sure.


IF the HP Support Assistant is not (still / yet / ever) in Programs and Features


You do find HP Support Solutions Framework in Programs and Features

Uninstall / Remove the "Solutions" software.


If asked:  Select to remove any "personal data" if asked (likely won't happen since the "personal database" is in HP Support Assistant uninstall procedure...)


Restart the computer and log in.


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


Honestly, I don't know what to do with it.

Normally, you can certainly forget or remove a device from HPSA.

Normally, the software is either in Programs and Features or it is an application.

When the two are combined, it is usually not a good thing.


Can you completely uninstall HPSA from the system used to create the Image?

If yes, then it might be better to just plan on installing the HPSA after the image is installed.

I do realize that might add other complexity - in another lifetime I did image and deploy servers - lots of details...

Image should only have essential drivers / software (network, for example).


After installation driver pack can be installed that contains more specific software and drivers.


Yes, lots of useless "after the fact" information.


I do think you need to have the HP Support Assistant out of the original image - that might solve the problem, in fact.


I don't know what you are using for Image or how you are deploying the information.

The followings is FYI only and is not intended to persuade or train you to do things differently.


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



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:


Single System Management Software – Softpaq Download Manager


SDM (at this writing) still supports many business class systems manufactured prior to the software's EOL (End of Life) announcement. 


The SDM software is no longer listed in Client Management Solutions.


NOTICE:  The Download Library marks SDM as "EOL July 2019"


White Paper on the subject (document may or may not load - access appears to be temperamental).  If the file does not open, try copy/paste of the address into your browser address bar (URL).


Partial Excerpt of the SDM "End of Life" PDF file content:

This document can be shared internally & externally.

HP is retiring HP SoftPaq Download Manager (HP SDM) on July 31st, 2019, it will be replaced by HP Image Assistant.



Except continues:

Will I be able to continue to use SDM?
Yes, SDM, will continue to work and have access to updates (SoftPaqs) for older
products launched before July 31st, 2019. SoftPaq Download Manager will not be tested
with new product launched after July 31st, 2019. HP recommends using HP Image
Assistant to access updates to new products.


SDM Download and Help





Windows (Vista, 7, 8, 8.1, 10)




How-to and Instructions:

HP Notebook PCs - Using HP SoftPaq Download Manager


Once the SDM software is installed, the Help document can be accessed within the software or on disk:

  • Open SDM software, Click the Blue Question mark “?”in the upper left of the main SDM window.
  • Open File Explorer > Navigate to C:\Program Files (x86)\HP\HP SoftPaq Download Manager > Select language appropriate .chm file



If you can do so, it is time to migrate to the  HP Image Assistant


Multi-System Deployment - HP System Software Manager (HP SSM)


“The HP System Software Manager (SSM) is a utility that automatically detects and updates BIOS, device drivers, and management agent versions on your networked PCs.”


SSM – Download, Release Notes, User Guide link




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, User Guides / Manuals, 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 Support Home

Enter the name of your device


Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

Click Thumbs Up to say Thank You.

Answered? Click "Accept as Solution" to help others find it.




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