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iammrsdowning
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Message 1 of 3
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HP Support Assistant won't install

HP Recommended
HP Laptop 14-dq0xxx
Microsoft Windows 10 (64-bit)

I'm having issues with HP Support Assistant! Windows 10 doesn't think it is installed.  I have tried to install it, but I get a message saying that a newer version is already installed and the install routine quits on me.

 

What do I need to do so I can reinstall the latest version?

2 REPLIES 2
Sanchai
Level 3
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Message 2 of 3
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HP Recommended

Same here. My HP Elite X2 G4 get update to HP Support Assistant from MicrosoftvStore from version 9.6.761.0 to 9.6.838.0. After updated, reboot, HP Support Assistant stop working. A dialog pop up stated that some server services not available. 

I uninstall HPSA, reboot, download version 9,6.714.0 from Official HPSA webpage, install it. It ending up with same problem you reported. New version version on the system and the installer just quit.

 

in fact HPSA had been uninstalled. I believe that there must be some components remain on th3 system tha5 block the installer. Wait got expert to provide way o4vtool to completely remove the app, and start fresh

 

i have restored my system using full backup to get HPSA to work. It is version 9.6.761.0. After restored, HPSA work. But MicrosotvStore offer the update again. If I update. The problem occur after reboot. So I have 5onrestore one more time, and turn off MicrosoftcStore auto update. When I do manual update using Microsoft Store, I have to be careful, the manual,y disable the update of HPSA to preserve the working version 9.6.761.0.

 

This is very messy, time consum8ng and frustrating. It is a waste of time and cause headache. HP should do a better job not jut making crappy app like this.

 

inrecommend you to regularly make full system backup using app like EaseUS Todo backup. It save you when HP screw up thing like this. Just share my situation

 

 

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Xavier-M
Level 4
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Message 3 of 3
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HP Recommended

Hi @iammrsdowning - Please follow the steps below as we released a new version to fix this issue:

 

1. Right-Click on your Windows Stat Menu and click Apps & Features

2. Scroll down until you find HP Support Assistant

3. Click on Uninstall 

4. A dialog will appear for "Keep Preferences", Click No

5. Close any browser window that may open up.

Note: If you don’t currently have HPSA installed and are seeing that message "A newer version of HPSA is installed" Please proceed with Step #6 below:

6. Go to our HPSA page: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html

7. Before you click on download HPSA button, press Ctrl+R button on your keyboard to clear any browser cache. Then click on the download button

8. Once downloaded, open the file and continue clicking Next button and let the installation finish. Once installed successfully, you should see a prompt "HP Support Assistant has been installed successfully"

9. Click on your start menu and type: HP Support Assistant or HPSA icon on Desktop and open the app and it should open normally as before.

 

Thank you for the patience as we worked through this issue and sincerely apologize to everyone's inconvenience.

 

-HPSA PM 

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