HP Support assistant can not connect to HP servers

[Saeschion]

Hi

Since a long while now, the HP Support Assistant can not connect to the HP Servers if i want to install updates.

Deinstallation and new installation of actual version  doesn't help. OS is actual. Firewall off is also not helping.

This is bad if even the support software is not working

[Dragon-Fur]

@Saeschion 

Welcome to the HP Community Forum.

If you are using HPSA for the purpose of "updating" your installed drivers,

At this writing:

There few recent drivers / software listed for your system and Windows 11.

Example of the two "newer" available updates :

The BIOS update is dated October 2022

The OMEN Gaming Hub SDK Package is dated March 2023

Everything else is older.

BIOS updates should always be installed manually anyway.

The SDK package is an optional installation.

Since the process no longer works and you do not need HPSA for updates,

I suggest you switch off the Automatic Update check HPSA.

Want drivers?

Find and install manually.

Easy.

Open

Software and drivers for OMEN 30L Desktop PC GT13-1000i (1S3R9AV) 

Select Operating System = Windows 11

Select Version = Windows 11

Open "All Drivers"

Click "Open All"

References / Resources

Example - HP Support Assistant (Application) - Settings   7/22

HPSA_App_Settings_Auto-Updates_6

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HP Device Home Page - References and Resources

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When the website support page opens, Select (as available) a Category > Topic > Subtopic

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Warranty Check, HP Software / Drivers / Firmware Updates, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, Manuals > User Guide, Service and Maintenance Guide (Replacement Parts and Procedures), Product Information (Specifications), more

Open

OMEN 30L Desktop PC GT13-1000i (1S3R9AV) 

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[Saeschion]

Hi @Dragon-Fur

okay, thanks for answering so fast and detailed. that sounds for me like a good workaround.

but if the update function in the Support assistant is not working, for what is it then ?

i found it a good idea, that i have one software which is supporting me for all updates and drivers and so on for exactly my products and versions.

but thanks for the links and guide, i apreciate that, but  i will rate that as helpful but not as the solution 😉

[Dragon-Fur]

@Saeschion 

You are welcome.

OK - 

When you open Category Software and Drivers,

If the "detect" the Operating System falters and you must select both Operating System and OS Version, then it is an indication that the HPSA might well have the same problem opening the location.

What?  HP Support Assistant might not be able to choose an OS version when there is more than one possible option -- if the selection fails, HPSA might fail, balk, hang, or -- depending on the coding in the app -- issue some type of error message (and then fail).

What else?

For your system, there are no longer any updates.

There is not anything for the HPSA to find.

The code in app is perhaps not able to check the list and make an actual determination about the status.

Rather than just tell you that there are no updates for your computer, the search hangs or fails.

Just a code limitation.

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" if the update function in the Support assistant is not working, for what is it then ? "

In my opinion, if you are not using the resources in the HPSA, you don't need to use it.

Yes, "updates" are a major part of the application's focus.

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Sure - you can withhold the "solution" status -- the answer "It is not going to work" is perhaps unwelcome, after all.

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click my Post "Accept as Solution"

[Saeschion]

Hi @Dragon-Fur

thanks again for your answers.

i dont think there is a problem with detecting OS Version. Maybe it is a location problem

i also have a HP Laserjet Pro MFP M479 configured as a device in the HPSA. it finds the drivers but then, again it could not connect to the HP Servers...so there is a location or coding problem which should be investigated.

Also: maybe i buy another new HP PC, where updates are there, then i want that the update of drivers and bios  is working, otherwise they should not providing it 😉

[Dragon-Fur]

@Saeschion 

Yes.  Part of the issue could be your location.  I'm on the other side of the planet -- it does not mean we are using different servers; the disparity might certainly impact connection results.

Yes.  You could be right about the version.  My opinion is based on observation. 

The bigger issue in this instance --

There are not any current / new updates for the HPSA to find for your computer.

The HPSA app - and it's predecessor, the software type of the HPSA -- does not handle the lack of updates.

Instead of cleanly exiting, the search for the missing updates hangs and cannot stop.

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Event Viewer 

If you wish to do so -- you can track through the Event Viewer and look for clues.

The Event Viewer is brilliant but not necessarily written for the casual reader.

Lots of good information when the data can be interpreted.

There are many articles on the 'net to help you learn to use the Event Viewer.

Dragon Opinion - HPSA and the BIOS update

BIOS updates are fussy and, even under the best of circumstances,  include an element of risk.  I (personally) recommend that you do not depend on the HP Support Assistant to update the BIOS.  The selection to update the BIOS can be unchecked (removed) from the HPSA Settings.  

Dragon Opinion - Manual BIOS update

The BIOS update should be downloaded, saved, and installed when you choose to install the new BIOS.  Update the BIOS only when you have backups of your most critical files stored on other than the local machine.  Update the BIOS when needful and not just because there is a new version.  Read the information, then decide.

HP Support Assistant and a newer computer

HPSA generally works, is usually reliable, and can make updating the system easier for people who cannot -- or do not wish to - update the software and drivers installed on their computer.

Business Class Machines and Driver Updates

HPSA is primarily a consumer grade product.  Should you decide to upgrade to a business class laptop, workstation, or desktop, there are commercial tools that can be used to deploy software and driver updates, including the possibly problematic and sometimes fussy BIOS update.  Reference:  Business Systems - Client Management Solutions (software management)

Examples of commercial grade products include (and not limited to):

ZBook series and Mobile Workstations, EliteBook, Probook, EliteDesk

Commercial grade products cost more up front, can include high grade parts, are generally more upgradable and repairable in the field, and come with a better standard Warranty.  When purchased from HP, some systems can be customized to order (built to order).

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