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Logging into HP Support Assistant

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Microsoft Windows 10 (64-bit)

I'm unsuccessfully trying to log into HP Support Assistant on my daughters laptop.  It's asking for an HP Passport.  I'm able to successfully log into the HP Support Assistant on my laptop, but it asks for my HP ID.  What's the difference?

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Welcome to the HP Community.

Reminder to those reading:

Do NOT respond to vermin who post phone numbers or email addresses.

HP does not post phone numbers or email in Community messages.



HP Passport, I believe, was simply a naming convention used for a time.


I would guess it's just odd nomenclature - Over time, HP has used a number of methods to identify the HP Account used to manage your HP devices, including the words used to describe the actions.


Another big change:  Newer devices (notebooks, laptops, desktops) might use a different version type of the HP Support Assistant.  For example, instead of the traditional "full software" style, the new HP Support Assistant is an application with the look and feel of other mobile applications now popular on new devices. 


HP Support Assistant "Application Flavor" is typically version 9.6.x or newer and will be found in Settings > Apps > Apps and Features


That said, "daughter's laptop" could be anything - it could be running any Operating System / version, and it might have installed any version of the HP Support Assistant. 


You could try uninstalling the HPSA > Restart the computer and log in > Install a new copy of the software / application.


Where is the software / application?



Remove HPSA and Reload it…


Which kind or "flavor" of HPSA (that) you have installed (and can install) depends on your particular hardware (computer).


That said,

There are two flavors / types of the HP Support Assistant available.


1 ) Software Flavor


HP Support Assistant Software, when installed, is located in Programs and Features

and, includes

HP Support Solutions Framework (companion software to HPSA), when installed, is located in Programs and Features



2) Application Flavor


HP Support Assistant Application, when installed, is located in Settings > Apps > Apps and Features

At this writing, the application is likely version 9.6.x


After the software / application is uninstalled, Restart the computer and log in.




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


Website / Information / Video / White Paper / Download

HP Support Assistant


Partial excerpt from the Website:


“Ready to go on your HP PC

HP Support Assistant is included on new HP desktop and notebook PCs. You can install it on PCs from other manufacturers for easy access to support resources and tools for HP printers and PCs. Click the ? icon on your system tray to start HP Support Assistant or download now. During setup, selected new HP PC models running Windows 10 will receive version 9. All other PC models will receive version 8.”





Help and Troubleshooting for HPSA


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

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


 HP Account - Login / Dashboard



Device Home Page - References and Resources – Learn about your Device - Solve Problems

NOTE:  Content depends on device type and Operating System

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

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

Open Support Home

Enter the name of your HP device


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The Community is a separate wing of the HP website - We are not a business group of HP..

Our Community is comprised of volunteers - people who own and use HP devices.

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Question Resolved / Answered, Click "Accept as Solution" .





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