HP Support Assistant

[Mitch140]

While trying to move the HP Support Assistant on the taskbar it ceased to work and it said I needed a new shortcut from Google Apps to access the assistant which was unsuccessful. I have tried all the advice from HP to delete the app and download the latest version from the HP website. Each time receiving an error without designation. In addition, after that problem occurred the battery started to fail. I replaced the HP replacement battery, but the diagnostic test keeps reading canceled and will not calibrate. The two problems should not be related.

[Garp_senchau]

@Mitch140, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

HP Support Assistant Issue

Since you’ve already tried reinstalling HP Support Assistant (HPSA) and it hasn’t worked, we’ll go deeper into troubleshooting.

Run System File Checker (SFC) and DISM
There may be corrupted system files preventing proper operation. Use the following steps:

• Open Command Prompt as Administrator (right-click Start, select “Command Prompt (Admin)” or “Windows PowerShell (Admin)”).
• Run the System File Checker:
  • sfc /scannow
• Once that’s done, run the DISM tool to fix any underlying issues:
  • DISM /Online /Cleanup-Image /RestoreHealth

Check Windows Services
The HP Support Assistant relies on certain services. Check if the required services are running:

• Press Win + R, type services.msc, and press Enter.
• Look for services related to HP (e.g., "HP Support Assistant Service" and "HP Connection Manager Service").
• Ensure that the service is running. If not, right-click and select Start.

Reinstall HP Support Assistant via the Microsoft Store

• Uninstall the current version from the Control Panel (Programs and Features).
• Open Microsoft Store, search for HP Support Assistant, and install it directly from the Store (it might help bypass any installation errors related to the website).

Update HP Drivers and BIOS Sometimes, HP Support Assistant issues are caused by outdated drivers or BIOS. Check if your HP drivers are up to date:

• Go to the HP Support website and download the latest drivers for your laptop.
• Install the latest BIOS update, as it can fix issues with HP Support Assistant compatibility.

Check for System Conflicts A conflicting software might be interfering with HP Support Assistant. Try disabling third-party antivirus software temporarily to see if the application works.

[Garp_senchau]

Battery Diagnostic and Calibration Issue

Battery issues after replacing the battery can be tricky, especially if it isn’t calibrating properly or the diagnostic is canceled. Here’s how to proceed:

Perform a Hard Reset A hard reset can sometimes reset the system and clear any errors associated with hardware.

• Shut down your laptop.
• Disconnect the power cable and remove the battery (if removable).
• Hold down the power button for 30 seconds to drain residual power.
• Reconnect the battery and power cable and turn on the laptop.

Run HP Battery Check Using BIOS

• Restart your laptop and immediately press F2 to enter the HP Diagnostics menu.
• From there, run the Battery Test (make sure it’s plugged in if it’s a replacement battery).
• If the battery is not detected or the test fails, it may indicate a hardware issue with the battery or motherboard.

Perform Battery Calibration in BIOS Some HP laptops have a calibration option in BIOS:

• Turn off the laptop and restart while pressing ESC or F10 (depending on your model) to enter BIOS setup.
• Look for Battery Calibration or Battery Health Management under the Advanced tab.
• If there’s an option to calibrate the battery, run it.

Update Battery Drivers A problem with the battery driver may be causing the diagnostic failure:

• Go to Device Manager (right-click Start, select Device Manager).
• Expand Batteries, right-click Microsoft ACPI-Compliant Control Method Battery, and select Update Driver.
• Choose Search automatically for updated driver software and allow Windows to search for any updates.

Check Battery Connection Ensure that the battery is properly seated. Sometimes, even after installing a new battery, it may not make a proper connection with the internal components, causing failure in diagnostics and calibration.

Check for Firmware Update on the Battery If available, check if the battery has any firmware updates. This can often be found in HP’s driver support page, and it's vital to ensure the battery is operating correctly.

General System Checks

Since you're having issues with both HP Support Assistant and the battery diagnostics, it’s worth performing a general system check to rule out any underlying OS issues:

Update Windows Ensure that your Windows operating system is fully up to date. Go to Settings > Update & Security > Windows Update, and check for any pending updates.

Check for Hardware Failures You can also run an extended hardware diagnostic via HP:

• Restart the laptop and press ESC or F2 to enter HP Diagnostics.
• Run the System Tests, specifically focusing on the battery and storage.

I hope these steps help resolve the issue

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

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Regards,