HP Support Assistant wants to update as if running Windows 10 S mode

[HRHTX]

HP Support Assistant wants to incorrectly update to the Windows 10 S Mode version.  I had to uninstall and reinstall to get back to the correct version, but it still says that an update is available.  What needs to be done to correct this issue?  Thanks

[Dragon-Fur]

@HRHTX 

The "S" mode version of the HP Support Assistant comes from the Windows Store - the version is (as you have found) different from the standard HPSA that is downloaded and installed from the HPSA website.

Not sure what is going on - I can give you some places to check...

First, consider getting rid of "all of the HPSA" bits, that is, uninstall what you can find that is "HP Support Assistant".  

1.  Uninstall the HP Support Assistant from Programs and Features

2. Opt to have your "personal" information (that is part of the HPSA) removed when the Support Assistant is uninstalled.

3.  Uninstall the HP Solutions Framework 

4.  Check your Windows Apps list (Windows start key) - if you find HP Support Assistant anywhere - uninstall it.

5.  Restart the computer and log in.

6.  Check around for lingering bits of the HPSA - remove them if found (should not be any).

7.  If you DO end up uninstalling more HPSA stuff, Restart the computer and log in.

8.  Download a fresh copy of the HP Support Assistant from the Assistant's Website.

9.  Install the downloaded software.

10.  Restart your computer and log in.

Details  (another way of saying the same things)

Windows in “S” Mode and the “S” mode version of the HP Support Assistant

The “S” Mode version of the HP Support Assistant available in the Windows Store should ONLY be run on “Windows 10 in ‘S’ Mode” – this is NOT regular Windows. 

If you do not know what this means, simply do not install the HPSA from the Windows Store.  If you do accidentally install the “wrong kind” of the HPSA software, uninstall the application from your Windows Start (Windows key) > View the Apps List > category HP.  After you remove the application, Restart your computer and log in.

Procedure Details - HP Support Assistant – Remove and Install

Read sections, then decide how to proceed.

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).

• If the program cannot handle a certain type of error condition (for example, there is an error in the update package itself),
• If the software cannot understand the problem (the program code does not include instructions for this type of issue),
• If there is a problem in the Windows File system,

Then

• The reinstallation procedure will likely make no difference to the results.

Reminder - Do NOT use the HPSA to update the BIOS

How to install BIOS Updates:

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

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

“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

NOTES

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

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.

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.

1. Restart the computer

1. Uninstall HP Solutions Framework software from Programs and Features

HP Solutions Framework is a subset of HPSA.  For this reason, the 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

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 and Learn about the HPSA software

HP PCs - Using HP Support Assistant (Windows 10, 8, 7)

HP PCs - Troubleshooting HP Support Assistant (Windows 10, 😎

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[HRHTX]

I uninstalled both HP Support Assistant (HPSA) and HP Support Solutions Framework (HPSSF).  I downloaded HPSA.  When I install it completes, but the app does not start to run.  When I look at Program and Features, it shows HPSA, but not HPSSF.  I did not know how to find the app to run it.

When I try to uninstall again, it starts of saying “Please wait while Windows configures HP Support Assistant”.  But it never moves on from there and seems to be stuck.

Now what do I need to do? Please help!

[HRHTX]

It appears that the installation is not completing, and I don’t know why.  I have tried the Uninstaller program you listed.  It appears to work, but when I try to reinstall I end up in the same state--some kind of loop and the install does not complete.

I am just a novice user.  I don’t know what to do.

[Dragon-Fur]

@HRHTX 

Honestly, I don't know.

I have only seen this happen (never on my systems) when people report they have issues of the type you describe - it sometimes does include their having installed the "S" mode version of the HPSA at some point.  The Windows Store version of the HPSA for Windows in "S" mode might have some inadvertent impact on regular Windows that makes it harder to recover from having installed that version.  NOTE:  I have no proof of any "bad" behavior - the comments are just idle chatter on the subject.

I would consider:

Try uninstalling and installing the software again...

• Uninstall HPSA, restart the computer and log in -
• Uninstall HP Support Solutions, restart the computer and log in -
• Check to ensure the software is "gone", list software in Programs and Features, Apps and Features, and the Applications in Windows Start - repeat uninstall process if necessary, including a Restart of the computer if you remove any software.

• Run / check Windows Updates.
• If any updates are installed, Restart the computer (regardless of whether Windows requests the Restart).

• If necessary, download the HP Support Assistant.

                        For example, (at this writing): sp93097.exe

• Without having opened any other programs (do not have your email, games, or Social Media open, for example), install the downloaded HPSA package:

1. Open File Explorer
2. Navigate to the folder in which you have saved the downloaded software (likely "Downloads")
3. Right-Click on the software package, "Run as Administrator"
4. After the software is installed, Restart the computer and log in

Know that even if you cannot get the HPSA to run, that all is not lost - the software is not mandatory, that is, you can survive quite nicely without having it installed on the computer.  Lots of people in the world install HP Updates manually by choice.  As your computer ages, there will be fewer Updates to the software - simply open your Software and Drivers Support Website on occasion to check for new software / updates.   Open the page, Expand the list, search for recent software (for example, Cntl-F  2019 to search for updates dated 2019

If available for your computer, you might sign up for "Alerts" to be notified of important updates / software.

Get connected with updates from HP

Alerts_Search_Sample

If I think of anything to add, I will post back.

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

Device Homepage

Drivers / Software and BIOS, Videos, Bulletins/Notices, How-to, Troubleshooting, Manuals, Product Information, more

HP Notebook - 17-by1033dx

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

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[HRHTX]

I bought my laptop new a couple of weeks ago.  After all the issues I had, I ended up doing a Reset to get back to the start.  Everything is working again.

As far as I can tell the problem started when I went into HP Support Assistant “About” and “Check for latest version”.  The program came back with the display below.  I mistakenly went ahead with the update and evidently installed a Windows 10 S Mode app.  When I tried to uninstall and get back to the correct version, all my problems started.

I now know not to perform the update.  Why did this incorrect update message come up?  Is this something that needs to be corrected?

Thanks

[Dragon-Fur]

@HRHTX 

I hesitate to recommend the Reset until after other options have been tried.  You chose wisely;  the options for fix the problem without the Reset were quickly disappearing.  Smiling.

I cannot answer the "why" question - I do not have any access to the software code and even if I did, my answer would be necessarily only my "opinion".   Your result appears to me that it is something that might want for attention, though I cannot tell you for sure what needs to be done.  The image  you posted suggests that you are not running the latest version of the HPSA to which I have access - that alone means that anything I suggest might be either wrong or inconclusive.  Apples and Oranges and all that...

I cannot duplicate your results:  I have installed the (at this writing V8.7.50.3) latest version of the HPSA and the software knows it is current.

HPSA_About_Check_Version

Protect yourself - if you want to check for a newer version, use the HP Support Assistant website for both checking and downloading the HPSA software.

The usual "remove the old, restart, download and install the new, restart" options apply to changing the version.

Please know that my suggestions are based on what I have learned about the product and the way it behaves on our various Windows 10 Pro systems.   As you have found, the software can behave differently than I have experienced.

Thank you for participating in the HP Community Forum.

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

Click Thumbs Up on a post to say Thank You!

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