HP Support Assistant will not install

[TomPTC]

I was given a laptop recently. HP Pavilion g7 SKU B&T26UA.  It had Windows 10 Home installed on it.  I cloned the hard drive onto a 1TB SSD then upgraded to Windows 10 Pro.  I downloaded the latest HP Support Assistant sp151723.  I tried installing it and keep getting the following message "HP Support Assistant was not installed successfully. An error occurred during the installation: -2"

After researching this error I have tried numerous things to get past this error and install HP Support Assistant with no success.   Note:  Before upgrading to Windows 10 Pro, I had HP Support Assistant working in the Windows 10 Home environment.  I do not know what version it was. 

I have AVG Tuneup and ran it for any broken shortcuts or registry issues.  It did find and repair registry and broken short cuts, but still not able to install HPSA.  I looked on HP's web site for a HPSA Uninstaller tool.  I could not find one hoping this might remove an traces of HPSA that might be preventing an install.  Any help is appreciated.

Tom

[Sneha_01 · Accepted solution]

Hi @TomPTC,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

The issue you're encountering with the HP Support Assistant (HPSA) not installing can be frustrating. Since you've already tried several common troubleshooting steps, let's go through a detailed set of steps to help you resolve this issue:

Step 1: Uninstall Any Existing HP Support Assistant Files

Uninstall HPSA via Control Panel:

• Open the Control Panel.
• Go to "Programs and Features" or "Uninstall a program".
• Look for HP Support Assistant and uninstall it if it's present.

Delete HPSA Folders:

• Navigate to C:\Program Files (x86)\Hewlett-Packard\ and C:\Program Files (x86)\HP\.
• Delete any folders related to HP Support Assistant.

Remove Registry Entries:

• Press Windows + R, type regedit, and press Enter.
• Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Hewlett-Packard\ and HKEY_LOCAL_MACHINE\SOFTWARE\HP\.
• Delete any entries related to HP Support Assistant. (Be careful when modifying the registry; it’s advisable to back it up first.)

Step 2: Clean Boot

1. Perform a Clean Boot:
   • Press Windows + R, type msconfig, and press Enter.
   • In the System Configuration window, go to the "Services" tab.
   • Check "Hide all Microsoft services" and then click "Disable all".
   • Go to the "Startup" tab and click "Open Task Manager".
   • Disable all startup items.
   • Close Task Manager and click "OK" in the System Configuration window.
   • Restart your computer.

Step 3: Install HP Support Assistant

Download the Latest Version:

• Go to the HP Support Assistant download page.
• Download the latest version of HP Support Assistant.

Install HP Support Assistant:

• Right-click the downloaded installer and select "Run as administrator".
• Follow the on-screen instructions to complete the installation.

Step 4: Check for Windows Updates and Drivers

Update Windows:

• Go to Settings > Update & Security > Windows Update.
• Check for updates and install any available updates.

Update Drivers:

• Make sure all your device drivers are up-to-date. You can use Device Manager to check for driver updates or download the latest drivers from the HP website.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[zyme84]

I get the same error message -2 from sp148716.exe which is the version of Support Assistant on my software and drivers HP page for my device, meanwhile sp151723.exe installs fine but gives me an error message "Application enabling services currently unavailable". This is a clean install of windows, litterally the only other things installed are Firefox and Discord, and a couple of HP's drivers from the support page (I have an HP Elitebook 845 G9, it has no RJ45 port just wifi and I had to purchase a flash-drive to sneakerware drivers for the Realtek RTL8852BE WiFi 6 802.11ax PCIe Adapter). [Using Windows 11 Pro x86_64.]. GPT suggested installing HPSupportSolutionsFramework, which I just did as I was typing this, but it seems to have done nothing as well. I think I'm about to *try* the FactoryApps_TU.ppkg file but I'm wary as I suspect it'll install a bunch of things I don't need, along with older drivers, being dated ‎Thursday, ‎April ‎20, ‎2023, I suspect it was made for whichever version of Windows 10 was most recent at the time.