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HP Recommended
HP Envy TSm7
Microsoft Windows 10 (64-bit)

Periodically, my computer will slow down quite a bit and the cooling fan will start to run at high speed.  I've learned, by checking the Resource Monitor, the HPSupportSolutionsFrameworkService.exe is using up at least 30% of the CPU cycles.  When I use the Resource Monitor to suspend the program, the CPU immediately drops to normal usage and the fan very soon shuts down.  I have also discovered that copies of the file are located in two different places:


    C:\ProgramFiles(x86)\Hewlett-Packard\HPSupportSolutions  [this file's date modified is 15 Aug 2016]


    C:\Users\Llyn\AppData\Local\Temp\\HPSAPatchBackup   [this file's date modified is 4 July 2016]


At the very least, I expect that one of these copies needs to go.  How do I prevent a recurrence of excessive CPU usage?



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HP Recommended

Hi @llyn_rice,


Welcome to the HP forums! It is a great way to engage, post questions and find resolutions by working with specialists in the HP community. I understand that you need assistance regarding the HP solution network application having high CPU usage. It’ll be a genuine pleasure to assist you with this.


You’ve done an excellent job on diagnosing the issue from your end. Kudos to you on that score. It is always a privilege to work with tech-savvy and technically competent customers like you. We greatly value your relationship with HP. I am amazed at your technical skills and expertise. Brilliant job!


 You are a valued HP customer and we appreciate you greatly for doing business with HP. I take it as a privilege to share this platform with you.


At the outset, we need to determine if the issue is hardware or software related. I would also require more information regarding this to assist you better.

When did you first notice it?

Did any specific software update cause it?

Please try these steps first. Do a hard reset. Steps:

  • Power down the computer and unplug the charger. Then remove the battery only if it is a removable one.
  • Hold down the power button of the unit for 15 seconds to discharge static electrical charges inside the machine.
  • Replace the battery and reconnect the charger.
  • Please run complete system diagnostics from this link:
  • Please make a note of any failure code.
  • If all tests pass, then please update the bios, chipset, and video drivers from this link:
  • Please uninstall HP support assistant and reinstall it back and that should ideally fix the issue.

Please check this links out to try and correct the situation

Link 1 :

Link 2:

Link 3:


 If this does not fix the issue, please run a complete system recovery to factory settings from this link: (Link Updated 04/25/2017)

Please note that a system recovery wipes out data as it restores the image to factory defaults.


This should ideally correct the situation. Hope this helps. Let me know how this goes. I hope the issue gets resolved without hassles and the unit works great.


To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.


Take care now and have a splendid week ahead.


I am an HP Employee

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