HPSupportSolutionsFramework DLL error 42127 while running Norton 360 Startup Scan

[EnmaAi]

I ran a Startup Scan using Norton 360 and got following error during the scan.

File C:\Users\John\Downloads\HP Downloads\HPSupportSolutionsFramework-12.19.48.1.exe|>HPSupportSolutionsFramework.exe|>DiscoveryDll Error 42127 {CAB archive is corrupted.}

I don't know whether this error is significant or not. As far as I know, my HP Support Assistant program is functioning correctly. I believe my HP Envy x360 is fully updated with Windows 11 Home version 23H2, OS build 22631.4541 (last Windows Update was KB5046732, installed 11/21/2024).

Norton 360 version is 24.11.9615 (build 24.11.9615.889.  My HP Support Assistant version is 9.40.48.0.  The downloaded HPSupportSolutionsFramework-12.19.48.1.exe file in HP Downloads shows a Date Modified date of 11/26/2023, version 1.2.0.715

[Gaya1239]

Hi @EnmaAi,

Welcome to The HP Support Community.  

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

I understand you are getting the error you're seeing, "DiscoveryDll Error 42127 {CAB archive is corrupted}," indicates that Norton 360 encountered a problem while scanning the HPSupportSolutionsFramework file. This could be due to the file being corrupted or improperly downloaded. However, if your HP Support Assistant is working fine and the rest of your system appears to be functioning normally, this error might not be critical.
 

Here's how you can address the issue:

1. Re-download the HP Support Solutions Framework

• It’s possible the HPSupportSolutionsFramework-12.19.48.1.exe file was corrupted during download.
• Go to the HP Support website and download the latest version of the HP Support Solutions Framework.
• After downloading, run the installer and check if it resolves the issue.

2. Check for Updates

• Ensure that your HP Support Assistant and Norton 360 are both up-to-date. Sometimes errors like these are fixed in software updates.
• Run a full update for Norton 360 and HP Support Assistant from within the respective apps.

3. Reinstall HP Support Assistant

• If re-downloading the framework doesn’t work, try reinstalling HP Support Assistant.
• Go to Settings > Apps on your laptop, find HP Support Assistant, and uninstall it.
• After uninstalling, reinstall the latest version of HP Support Assistant from the official HP website.

4. Run Norton 360 in Safe Mode

• If Norton is still showing errors after these steps, try running the Norton 360 Startup Scan in Safe Mode to ensure no interference from other software.
• Restart your PC, press F8 or Shift + F8 before booting into Windows, and choose Safe Mode with Networking. Run the scan again.

5. Check for Corruption in the System Files

• Open Command Prompt as administrator and run the following commands to check for any system file corruption:
  • sfc /scannow
  • chkdsk /f
• This will scan and fix any potential issues in your system files that could be affecting the scan or causing errors.

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. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[EnmaAi]

Hi @Gaya1239,

I have done 2, 3, and 5 without success.  I was unable to locate a download file for HPSupportSolutionsFramework-12.19.48.1.exe on the HP Support website; however, I see there is apparently no driver support whatsoever for Windows 11 version 23H2 (64-bit) (23H2 is not in the drop-down menu of OS versions).

Number 5 was the last step I performed.  I think I was able to find a log file for only wininit, and I put the results below, because I don't know (1) what I'm looking for, or (2) how to interpret what scannow found.  Regardless, it seems neither scannow nor chkdsk fixed the issue with the alleged "corrupt" file.  I will run another startup scan tomorrow, just to be sure.

I am leaning toward ignoring the issue anyway.  For all i know, it is a "false positive" that Norton 360 is showing me, and I won't try to uninstall HPSupportSolutionsFramework12.19.48.1.exe unless I can get the downloadable file to reinstall on my laptop.  I suppose I must assume HP Support Assistant is working as it should...

I want to add, I would say to HP that the Software and Drivers downloads page for the HP Envy x360 running 23H2 really needs to be updated, since 23H2 came out more than a year ago.  That seems like quite a long time to have to wait for important downloadable driver and other files.  Thanks for your help, and if I ever see Norton 360 run a startup scan WITHOUT THAT ERROR, I'll post that news (if the thread isn't closed by then).  Thanks for your help.  Also, after I run that scan tomorrow, I'll consider coming back and accepting the solution--I don't want to do that quite yet, though (not until I "admit defeat").  😉

wininit log stuff:

Log Name: Application
Source: Microsoft-Windows-Wininit
Date: 11/30/2024 2:07:59 AM
Event ID: 1001
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: HP-Envy-695B0UA
Description:

Checking file system on C:
The type of the file system is NTFS.
Volume label is Windows.

A disk check has been scheduled.
Windows will now check the disk.

Stage 1: Examining basic file system structure ...
702464 file records processed.

File verification completed.
Phase duration (File record verification): 8.43 seconds.
36480 large file records processed.

Phase duration (Orphan file record recovery): 25.74 milliseconds.
0 bad file records processed.

Phase duration (Bad file record checking): 1.78 milliseconds.

Stage 2: Examining file name linkage ...
6492 reparse records processed.

1050512 index entries processed.

Index verification completed.
Phase duration (Index verification): 22.99 seconds.
0 unindexed files scanned.

Phase duration (Orphan reconnection): 1.05 seconds.
0 unindexed files recovered to lost and found.

Phase duration (Orphan recovery to lost and found): 3.28 seconds.
6492 reparse records processed.

Phase duration (Reparse point and Object ID verification): 38.34 milliseconds.

Stage 3: Examining security descriptors ...
Cleaning up 6313 unused index entries from index $SII of file 0x9.
Cleaning up 6313 unused index entries from index $SDH of file 0x9.
Cleaning up 6313 unused security descriptors.
CHKDSK is compacting the security descriptor stream
Security descriptor verification completed.
Phase duration (Security descriptor verification): 237.11 milliseconds.
174025 data files processed.

Phase duration (Data attribute verification): 2.00 milliseconds.
CHKDSK is verifying Usn Journal...
35154592 USN bytes processed.

Usn Journal verification completed.
Phase duration (USN journal verification): 163.69 milliseconds.
Correcting errors in the Volume Bitmap.

Windows has made corrections to the file system.
No further action is required.

498844671 KB total disk space.
154213672 KB in 342826 files.
351716 KB in 174028 indexes.
0 KB in bad sectors.
827491 KB in use by the system.
65536 KB occupied by the log file.
343451792 KB available on disk.

4096 bytes in each allocation unit.
124711167 total allocation units on disk.
85862948 allocation units available on disk.
Total duration: 36.29 seconds (36299 ms).

Internal Info:
00 b8 0a 00 fe e2 07 00 a8 f5 0c 00 00 00 00 00 ................
bd 16 00 00 9f 02 00 00 00 00 00 00 00 00 00 00 ................

Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="Microsoft-Windows-Wininit" Guid="{206f6dea-d3c5-4d10-bc72-989f03c8b84b}" EventSourceName="Wininit" />
<EventID Qualifiers="16384">1001</EventID>
<Version>0</Version>
<Level>4</Level>
<Task>0</Task>
<Opcode>0</Opcode>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2024-11-30T08:07:59.3893974Z" />
<EventRecordID>190386</EventRecordID>
<Correlation />
<Execution ProcessID="1184" ThreadID="0" />
<Channel>Application</Channel>
<Computer>HP-Envy-695B0UA</Computer>
<Security />
</System>
<EventData>
<Data>

Checking file system on C:
The type of the file system is NTFS.
Volume label is Windows.

A disk check has been scheduled.
Windows will now check the disk.

Stage 1: Examining basic file system structure ...
702464 file records processed.

File verification completed.
Phase duration (File record verification): 8.43 seconds.
36480 large file records processed.

Phase duration (Orphan file record recovery): 25.74 milliseconds.
0 bad file records processed.

Phase duration (Bad file record checking): 1.78 milliseconds.

Stage 2: Examining file name linkage ...
6492 reparse records processed.

1050512 index entries processed.

Index verification completed.
Phase duration (Index verification): 22.99 seconds.
0 unindexed files scanned.

Phase duration (Orphan reconnection): 1.05 seconds.
0 unindexed files recovered to lost and found.

Phase duration (Orphan recovery to lost and found): 3.28 seconds.
6492 reparse records processed.

Phase duration (Reparse point and Object ID verification): 38.34 milliseconds.

Stage 3: Examining security descriptors ...
Cleaning up 6313 unused index entries from index $SII of file 0x9.
Cleaning up 6313 unused index entries from index $SDH of file 0x9.
Cleaning up 6313 unused security descriptors.
CHKDSK is compacting the security descriptor stream
Security descriptor verification completed.
Phase duration (Security descriptor verification): 237.11 milliseconds.
174025 data files processed.

Phase duration (Data attribute verification): 2.00 milliseconds.
CHKDSK is verifying Usn Journal...
35154592 USN bytes processed.

Usn Journal verification completed.
Phase duration (USN journal verification): 163.69 milliseconds.
Correcting errors in the Volume Bitmap.

Windows has made corrections to the file system.
No further action is required.

498844671 KB total disk space.
154213672 KB in 342826 files.
351716 KB in 174028 indexes.
0 KB in bad sectors.
827491 KB in use by the system.
65536 KB occupied by the log file.
343451792 KB available on disk.

4096 bytes in each allocation unit.
124711167 total allocation units on disk.
85862948 allocation units available on disk.
Total duration: 36.29 seconds (36299 ms).

Internal Info:
00 b8 0a 00 fe e2 07 00 a8 f5 0c 00 00 00 00 00 ................
bd 16 00 00 9f 02 00 00 00 00 00 00 00 00 00 00 ................
</Data>
</EventData>
</Event>

[Gaya1239]

Hi @EnmaAi ,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[EnmaAi]

Regretfully, I can't mark any post in this thread as "Accepted Solution," because:

(1) after trying the suggestions, the problem persists, and

(2) I can't find the "HPSupportSolutionsFramework-12.19.48.1.exe" on the Drivers and Downloads page (the Select your Operating System version drop-down list) so I can reinstall it.

A few moments ago, I went back to the Drivers and Downloads page to provide this feedback.  I also provided feedback to Norton, asking if it was possible that the Norton 360 Startup Scan has some kind of conflict with the Framework file.

As I see it, at least part of the problem is that I can't reinstall "HPSupportSolutionsFramework-12.19.48.1.exe," unless I can get a "clean (uncorrupted) copy" of that file.  However, I won't pay for telephone support, just to download a file.  Bottom line, I'll probably end up uninstalling Intel Driver & Support Assistant.  Gaya1239, thanks for trying to help; I won't pursue this problem any further on the Community (I just wanted to edit this final update of what I had done).  Thanks again.