HP Support Tool is trying to access cookies

[Shanester]

Norton 360 is giving an error message saying "hp-support-tool.exe is attempting to access your Mozilla Firefox cookies". The application is:

%ProgramData%\HP\Telemetry\collectors\hp-telemetry-iolo-collector_ver_4.910.27770\hp-support-tool.exe

And its trying to access:

%appData%\Mozilla\Firefox\Profiles\b5pwuyi3.default-release\cookies.sqlite

I have five browsers installed. Is the HP Support Tool trying to access cookies in all browsers, and Norton only detected the Firefox access? Why is it trying to access cookies, any way?

Shane.

[Hawks_Eye]

Hi @Shanester 

Welcome to the HP Support Community! We're here to help you get back up and running.

Great question. Based on what Norton 360 flagged and what HP’s telemetry tool is doing, here’s a breakdown of what’s happening and why:

Why Is hp-support-tool.exe Accessing Browser Cookies?

The executable in question:

%ProgramData%\HP\Telemetry\collectors\hp-telemetry-iolo-collector_ver_4.910.27770\hp-support-tool.exe

is part of HP’s telemetry and diagnostics suite, which collects system health data to help HP improve support tools and device performance. According to HP’s support community, this tool may attempt to access browser cookies to:

• Detect browser usage patterns
• Identify compatibility issues
• Log diagnostic data for support purposes

Why Only Firefox Was Flagged?

You mentioned having five browsers installed. Norton likely flagged Firefox because:

• Firefox uses a SQLite database for cookies, which is easier to detect
• Norton’s Browser Data Protection may be more sensitive to Firefox’s structure
• Other browsers (like Chrome or Edge) may not have been accessed at that moment, or Norton didn’t flag them due to different access methods

So yes, it’s possible that the HP tool is scanning across multiple browsers, but Norton only caught the Firefox access.

What Should You Do?

Option 1: Block the Tool in Norton

If you’re uncomfortable with this behavior:

• Open Norton 360
• Go to Settings > Firewall > Program Control
• Find hp-support-tool.exe and set it to Block

Option 2: Disable HP Telemetry

• Open HP Support Assistant
• Go to Settings > Privacy
• Disable Share anonymous usage data with HP

Let me know if this answers your question?

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye