HP Support Assistant won't install

[diny13601]

I was uninstalling an HP printer and forgot that my laptop was also HP. So, I deleted many files using a program to delete. So, I deleted HP Support Assistant. I have tried to reinstall using the HP support detect my computer option but when I do, it says that I have a newer version installed. I don't have it installed but I think maybe there are remnants or a device driver missing.Does anyone have an idea of what to do. Thank you in advance

[IT_WinSec]

Hello @diny13601

Welcome to the HP Support Community.

Try downloading the app from the website here (big red button) >> https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html

Run it and follow the steps

[diny13601]

That doesn't work. I have the same results. I also tried to install it in safe mode but that, too, was unsuccessful. Any other ideas?

Thanks,

Diana

[IT_WinSec]

Well, most likely the way you used to initialy remove it was not that effective and it was partially removed only.

Try booting Windows in Safe Mode - use the msconfig method described here >> https://www.windowscentral.com/parents-guide-xbox-one

When ready, in order to escape booting this special mode, de-select Safe mode from msconfig and reboot.

Safe Mode is a special Windows mode where only most essential things are loaded and you will be able to delete certain stuff.

• While in Safe Mode, open File Explorer.
• Make sure you can view hidden files and folders - here is how to enable this option >> https://www.isunshare.com/windows-10/show-hidden-files-and-folders-in-windows-10.html
• and navigate to :

C:\Program Files\

C:\Program Files (x86)\

C:\ProgramData\

C:\Users\yourname\AppData\Local\

C:\Users\yourname\AppData\Roaming\

• Carefully search for HP or Hewlett Packard folders inside each of the destinations mentioned above. Inside search for HP Support and HP Support Assistant.
• When you find such folders, delete the content/folders called that way

Reboot back in Normal Mode of Windows > When ready, in order to escape booting this special mode, de-select Safe mode from msconfig and reboot.

Download and run the Portable version of Wise Registry Cleaner

>> https://portableapps.com/downloading/?a=WiseRegistryCleanerPortable&n=Wise%20Registry%20Cleaner%20Po...

or >>https://portableapps.com/apps/utilities/wise-registry-cleaner-portable

Run the application and perform Deep scan for deep cleaning.

Once the scan is ready, select all problems it finds and remove/clean them using its options.

Eventually, when completed, close the application.

Use your browser. Try re-downloading HP Support Assistant using the initial website described above (big red button) >> https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html

Run it .  Hope this works for you. Let me know how it goes.

[diny13601]

What you suggested did not work in the past. However, after deleting files I have found the following and have questions.

After hours of work, using task manager, file explorer (including hidden files) and regedit, I have deleted all HP Support and HP Support Assistant files except the following. I have three questions about these files. You will find the questions below.

File Explorer search of C:\ I found these folders with multiple files. Should I delete any of these? I would guess not. These folders contain many files related to device detection, wireless, updater.
C:\Program Files (x86)\Hewlett-Packard\HP Support Support Solutions\Modules\ActiveCheck
C:\Program Files (x86)\Hewlett-Packard\HP Support Support Solutions\Modules\DeviceDetection
C:\Program Files (x86)\Hewlett-Packard\HP Support Support Solutions\Modules\SUDF

I also found:
SWSetup Files listed below:
"C:\SWSetup\APP\PreReq1\HP\HPSupport_GGXSB2\8.0.29.6\src\OOBE_files"
"C:\SWSetup\APP\PreReq1\HP\HPSupport_GGXSB2\8.0.29.6\src\OOBE_files_W10"
"C:\SWSetup\APP\PreReq1\HP\HPSupport_GGXSB2\8.0.29.6\src\HPSupportSolutionsFramework.msi"
"C:\SWSetup\APP\PreReq1\HP\HPSupport_GGXSB2\8.0.29.6\src\msiinstaller.exe"
"C:\SWSetup\APP\PreReq1\HP\HPSupport_GGXSB2\8.0.29.6\src\Setup.exe"
"C:\SWSetup\APP\PreReq1\HP\HPSupport_GGXSB2\8.0.29.6\src\Setup.exe.config"
"C:\SWSetup\APP\PreReq1\HP\HPSupport_GGXSB2\8.0.29.6\src\setup.log"
"C:\SWSetup\APP\PreReq1\HP\HPSupport_GGXSB2\8.0.29.6\src\Taskbar.txt"
"C:\SWSetup\APP\PreReq1\HP\HPSupport_GGXSB2\8.0.29.6\src\UninstallHPSA.exe"

Should I delete any of the files: log, config, text? Should I reinstall using the above setup or should I use sp86979.exe? I don't know if I would still have the "newer version installed" error message with either of these. I didn't want to try to reinstall until I asked about the above.

Thank you

[IT_WinSec]

Hi Diana @diny13601

You can safely remove anything related to HP Support Assistant and HP Support in these locations:

• C:\Program Files\
• C:\Program Files (x86)\
• C:\ProgramData\
• C:\Users\yourname\AppData\Local\
• C:\Users\yourname\AppData\Roaming\

Everything you delete/remove will be a leftover of the previous installation. The idea to delete them is to clean the field and reinstall the app from scratch eventually. Once you reinstall HP Support Assistant they will be restored.

HP Support/Support framework is small utility used by some HP apps to detect your device (e.g. detect your device during HP Agent remote session or HP website) . These are not essentual for your PC and can easily be reinstalled by the other apps which need them.

[diny13601]

Should I delete any of the files in C:\SWSetup\APP\PreReq1\HP\HPSupport_GGXSB2\8.0.29.6\src\: log, config, text? Should I reinstall using the C:\SWSetup\APP\PreReq1\HP\HPSupport_GGXSB2\8.0.29.6\src\ setup or should I use sp86979.exe? I don't know if I would still have the "newer version installed" error message with either of these. I didn't want to try to reinstall until I asked about this. What I am trying to find out is whether sp86979.exe is the complete HP Support Assistant program or whether I need to install the SWSetup setup then use sp86979.exe as an update.
Thanks very much for your help!

[IT_WinSec]

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@diny13601 wrote:

Should I delete any of the files in C:\SWSetup\APP\PreReq1\HP\HPSupport_GGXSB2\8.0.29.6\src\: log, config, text? Should I reinstall using the C:\SWSetup\APP\PreReq1\HP\HPSupport_GGXSB2\8.0.29.6\src\ setup or should I use sp86979.exe? I don't know if I would still have the "newer version installed" error message with either of these. I didn't want to try to reinstall until I asked about this. What I am trying to find out is whether sp86979.exe is the complete HP Support Assistant program or whether I need to install the SWSetup setup then use sp86979.exe as an update.
Thanks very much for your help!

---

You are welcome!

You should not delete files in C:\SWSetup

Now you should not reinstall using files in C:\SWSetup

You should use the spxxx . exe file taken from https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html

This .exe file is full version, complete version / will completely reinstall, latest newest version

You do not need to use SWSetup now