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SnTholiday
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Solved!

HP Support Assistant update

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HP Envy X360 (15m - dr0011dx)
Microsoft Windows 10 (64-bit)

I am getting two icons in the system tray when installing HP Support Assistant, one works and the other does nothing. When I first install the latest version which I believe is 8.8.24.33, it will advise there is an update to the HPSA and appears to take me to the Microsoft store. So I think what is happening is the update (to version 9.5) is installing a second icon in the system tray that I can't get rid of. Any suggestions? I've tried uninstalling the software and reinstalling but the same thing happens. Is there a way to just get version 9 without having to install 8 first? 

 

Thank you!

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Dragon-Fur
Level 16
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Message 2 of 4
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@SnTholiday 

 

It's a mess and I am not sure exactly how you managed it.  Usually when the two versions get tangled, nothing works and the fix is to reload Windows.  This scenario - where one of them works - is much better, actually.  Smiling.

 

I believe you have (at some point) installed the HP Support Assistant APP that comes  from the Windows Store - This weird version 9.x was intended (and used) for Windows in S mode.  "S" mode windows ONLY allows one to install software from the Windows Store.

 

Meanwhile, the 8.8x (or whatever version you have) of HPSA from the regular download-save-install website for the HP Support Assistant was finally updated to support both regular Windows and "Windows in S Mode".

 

 

So, what to do?

Not sure.

 

Try / Consider

 

Find the HP Support Assistant App in Windows start > All Apps > Scroll down to Category "H" > find and uninstall the app.

 

The HPSA "App" might also (maybe?) show up in Apps and Features (as opposed to Programs and Features) - you might be able to get rid of it there.

 

Settings > Personalization > Taskbar > Select which icons appear on the Taskbar

 

 

All else fails , for the moment, ignore the one that does not work...

 

Thinking on it...  I don't have the issue, so I'm working without much in the way of reference...

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

 

Before you do much of anything, it might help if you create a Restore Point.  I am not at all sure how "Apps" respond to restore points, but it cannot hurt to have one.

 

 

Reminder:  System Restore is NOT System Recovery.  System Restore does not wipe out your personal data.

 

 

(How to) Create Restore Point

 

Stop all programs:  Browsers, games, Applications, etc.

 

Control Panel > icon view > System > System Protection

Click (Highlight) your main disk (C) > Select Create a Restore Point

OR

(As available)

Create a restore point now for the drives that have system protection turned on

Create

 

Good Reference:

How to Do a System Restore of Windows 10

Delete Old Windows 10 System Restore Points to Free Up Disk Space

 

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

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

HP ENVY x360 - 15m-dr0011dx

 

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

 

 

 

 

 

Dragon-Fur

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SnTholiday
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Thank you Dragon-Fur, your reply was very helpful. I believe you were right when you said I had somehow installed the "weird" 9.x version which is intended for Windows in S mode. When I installed the 8.x version it immediately asked if I would like to update, and I chose yes. I reinstalled Windows as you suggested to get rid of all traces of HPSA and reinstalled it, only this time I did not say yes to the update. I only have one version now on the laptop and one icon in the tray. I assume I have the 8.x version. Is there any way to verify this? I can't find the version information anywhere in the software. 

 

Thanks again.

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Dragon-Fur
Level 16
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31,549 31,257 2,866 10,498
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@SnTholiday 

 

Open the HPSA software 

click About

 

HPSA_About_Check_VersionHPSA_About_Check_Version

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Dragon-Fur

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