HP Support Solutions Framework

[JohnnyOrlo]

I decided to reset my laptop and I chose the clean the drive option. I have done this before other times over the years and I never had this issue until now. I have ran Windows/Microsoft updates through Windows Update and that did not fix the issue. For some reason, when I go to HP's website and have software and drivers automatically detected for what my system needs, when trying to install HP Support Solutions Framework for the automatic process, this comes up:

And when I am not logged into my HP account on HP's website, the thing to have HP automatically detect your HP product does not work. My laptop isn't able to be selected unless I am logged into my HP account because it is listed as my device probably since I created my HP account when I purchased this computer. I never had to be logged in to my HP account before.

[A_Gayathri]

Hi @JohnnyOrlo,

Welcome to The HP Support Community.  

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

I understand you're experiencing an issue with the HP Support Solutions Framework (HPSA), which is commonly used for automatic driver and software detection. Since this problem appeared after resetting your laptop and selecting the "clean the drive" option, there are a few steps you can try to resolve the issue:
 

1. Uninstall and Reinstall HP Support Solutions Framework:

• Uninstall HPSA:
  1. Open the Control Panel and go to Programs and Features.
  2. Find HP Support Solutions Framework, select it, and choose Uninstall.
• Reinstall HPSA:
  1. Go to HP's website for HP Support Solutions Framework.
  2. Download and install the latest version.
  3. After reinstalling, try the automatic detection feature again.

2. Clear Browser Cache and Cookies:

• Sometimes browser-related issues can prevent HP’s site from detecting your device properly.
  1. Open your browser settings.
  2. Clear cache and cookies.
  3. Restart your browser and try accessing HP's website again.

3. Try Using a Different Browser:

• HP’s detection tool may not work well in some browsers. Try using a different browser (e.g., Google Chrome, Mozilla Firefox, or Microsoft Edge) to see if it works better.

4. Check for Missing Windows Updates:

• Even if you ran Windows Update, it’s possible some optional updates were missed:
  1. Go to Settings > Update & Security > Windows Update.
  2. Click Check for updates again and ensure all updates, especially optional ones, are installed.

5. Update Your Drivers Manually:

• If automatic detection doesn’t work, you can still manually download the drivers by:
  1. Visiting the HP drivers page for your model.
  2. Enter your laptop's model number (HP OMEN 15-ax250wm) to find drivers manually without using automatic detection.

Refer to this document: OMEN by HP 15-ax250wm Laptop PC User manual 

I hope this helps. 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.