Hp Support Assistant won't install

[Mike19822]

Hello,

I booted up my laptop today and noticed the HP support icon is missing from my taskbar. I clicked the shortcut that was on my desktop and it said it couldn't find the program, so I deleted the shortcut. Not sure what happened, but I redownloaded the software, then went to install. Everything went smooth it seems. Started installation accepted licence agreement, hit next and it installed, but it's no where on my system. I tried multiple time, all other times it says it already exists, would you like to ovrwrite? Which I did. I searched all programs via the search bar, next to windows icon, and it's not there. According to the video I watched, after it's installed, there should be a desktop icon. Nothing there.  Right clicked on empty area of taskbar, went to toolbars and clicked HP support assistant quick access, it doesn't show up. Any ideas how to solve this? Maybe it does exist, but it's called something else (instead of hp support assistant)? I've also tried rebooting to see if the icon shows up, didn't work. Thanks for any assistance

[Dragon-Fur]

@Mike19822 

Depending on the Settings in HP Support Assistant, it may not show up as an icon on your Desktop and / or it may not show up in the Taskbar.  Normally, though, you would know if you made changes to the software that removed these options.

If the system thinks the HP Support Assistant is installed,

• Find the software listed in Control Panel > icon view > Programs and Features, along with its companion software HP Support Solutions Framework.

and

• You might also find the product listed in Settings > Apps > Apps & features

and

• You might also find the product listed in Start (Windows key) > All Apps > scroll to "H" > open drop down menu > Open "HP Help and Support".

Finding the product in Programs and Features and / or in Apps & features does not mean the software is working as expected; it does mean that the File System is aware of the installation.

Assuming that you do find the HP Support Assistant listed in Programs and Features,

Check for the actual software executable in its installed location:

Open File Explorer

Navigate to C:\Program Files (x86)\Hewlett-Packard\HP Support Framework

Look for, and if found, double-tap on HPSF.exe to start the software.

If the program starts as expected:

Send a shortcut to the Desktop > Right-Click on the HPSF.exe > Send to > Desktop

In the opened HP Support Assistant ,

Click Settings gear wheel > Check / Adjust how you want the program to behave > Save any changes

For example,

Section Choose how you would like to be notified

HPSA_Settings_V8.X_1A

If none of the above looks like, behaves, or results in anything useful - or if part of it works and the rest is still rubbish - consider completely removing the HP Support Assistant and its companion software ("Complete Cleanup" described below).  Restart the computer and log in > Install a fresh copy of the software.  NOTE:  Installing HPSA will also (re)install the "Solutions" software for you.

HP Support Assistant - Remove and Install

NOTES

Windows in “S” Mode and the “S” mode version of the HP Support Assistant

• The latest version of the HP Support Assistant supports Windows in S mode.
• This was not the case in previous versions of the software where the “S” mode version of the HPSA software was available from the Windows Store.
• It may be necessary that you completely remove existing versions of both the HP Support Assistant and its companion software HP Support Solutions Framework before you (re)install the newer version. See the “Complete Cleanup” procedure described below.

Stuck?  Cannot reinstall the HPSA software?

The "complete cleanup" option described below may work to uninstall the existing version of the HP Support Assistant and its companion software, HP Support Solutions Framework.  After that, a new, fresh copy of the HP Support Assistant can be installed (which will auto-install the HP Support Solutions Framework software).

Procedure Details - HP Support Assistant – Remove and Install

Read sections, then decide if / how to proceed.

IMPORTANT

If the problem is related to a corrupted database within the control of the HPSA, the "cleanup" and reinstallation of the HP Support Assistant software may help resolve any issue(s).

For example, cleanup and installation may help

• If the program cannot handle a certain type of error condition (for example, there is an error in the update package itself),
• If the software cannot understand the problem (the program code does not include instructions for a particular type of issue)

If there is a problem in the Windows File system,

Then

• The reinstallation procedure will likely make no difference to the results.

Reminder – Manually Update the BIOS

How to install BIOS Updates:

Select the option to manually install the BIOS update.

HP Notebook PCs - Updating the BIOS (Basic Input Output System)

HP Desktop PCs - Updating the BIOS (Basic Input Output System)

Open HPSA Software

Settings > Set to “Notify” as opposed to “Auto-Update”

Save Changes > Restart the computer and log in

Open HPSA

Check for Updates > Use the list to determine candidates for update

If BIOS is offered, set to “ignore” or otherwise remove from list of potential updates

Install other HP software and updates using HPSA or manually install those updates

“Regular” Uninstall - Remove the existing version of HPSA

Control Panel > icon view > Programs and Features 

Scroll down, find, Uninstall the HP Support Assistant

After the uninstall is completed, Restart the computer and log in

NOTE:  If the software will not uninstall, appears to be removed and then shows up again, or is otherwise not “going away” when you tell it to do so, try an Uninstaller program.

Microsoft:  Fix problems that block programs from being installed or removed

OR

“Complete Cleanup” Uninstall of HPSA and companion software

If you are having problems installing your HP Updates using the HP Support Assistant, use "complete cleanup” steps to remove and then reinstall the HP Support Assistant.

NOTE:  Before you start here, it is best that your Windows Updates are already current and installed.

Essentially, the "Complete Cleanup" simply means that you uninstall HPSA > Restart > Uninstall the HP Support Solutions Framework > Restart > Download and install a fresh copy of the HPSA software > Restart

1. FIRST uninstall the HP Support Assistant

Control Panel > icon view > Programs and Features 

Scroll down, find, Uninstall the HP Support Assistant

After the uninstall is completed, Restart the computer and log in

Important:  When / If asked whether you want to save any presets / personal HPSA information, respond to have your personal data associated with the program removed along with the HPSA software.  Framework will (re)install if / when the HPSA is installed.

NOTE:  If the software will not uninstall, appears to be removed and then shows up again, or is otherwise not “going away” when you tell it to do so, try an Uninstaller program.

Microsoft:  Fix problems that block programs from being installed or removed

1. Restart the computer and log in

1. Uninstall HP Support Solutions Framework software from Programs and Features

NOTE:  HP Support Solutions Framework is a subset of HPSA.  For this reason, HPSA must be uninstalled before the Solutions Framework can be removed.

1. Restart the computer and log in.

Final Check – Software is Removed

• After the software is uninstalled (and the computer is Restarted), check to ensure the software is actually “gone”.

Settings > Apps > Apps & features >

Scroll down the list, look for HP Support Assistant (and / or HP Support Solutions Framework)

If the stubborn software is found in the list, click to uninstall it, Restart and log in.

Installation – HP Support Assistant

Download, Save, Install the latest supported HP version of the HP Support Assistant

Website / Download

HP Support Assistant

• After download: If you have ‘Admin’ control, you may highlight the package and “double-click” to install it, else Right-Click, select run as Administrator
• After the software is installed:  Restart the computer and log in

Optional - After the software is installed, PIN the program to your Windows Start Screen

Windows key (Start) > list "All apps" > open category "H"

Click open category HP Help and Support

Right-Click on HP Support Assistant > PIN to Start

Help and Troubleshooting for HPSA

READ:  Get help and Learn about the HPSA software

HP PCs - Using HP Support Assistant (Windows 10, 8, 7)

HP PCs - Troubleshooting HP Support Assistant - Windows 8.x and Windows 10

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