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‎03-08-2025 10:30 AM

HP Recommended
Product: HP Laptop software

whether I click create account/sign-in from the startup screen or after clicking on login as guest, I get a blank square.

Category:
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1 person had the same question
1 ACCEPTED SOLUTION

Accepted Solutions

‎03-18-2025 08:09 AM

HP Recommended

Hi @FerdinandZ 

 

Superb description and stupendous diagnosis of the issue before posting. Kudos to you for that.  😊 

 

Here are some steps you can try to resolve it:

 

Restart Explorer.exe:

Press Ctrl + Shift + Esc to open Task Manager.

Find and select "Windows Explorer" under the "Processes" tab.

Click "Restart" at the bottom-right corner.

 

Check for Updates:

Go to Settings > Windows Update and ensure your system is up to date. Sometimes, updates include fixes for such issues.

 

Boot into Safe Mode:

Restart your PC and press F8 (or the appropriate key for your system) during startup.

Select "Safe Mode" and see if the issue persists. If it doesn't, a third-party application might be causing the problem.

 

Perform a Clean Boot:

Open the Run dialog (Windows + R), type msconfig, and press Enter.

Under the "Services" tab, check "Hide all Microsoft services" and click "Disable all."

Go to the "Startup" tab and disable all startup items.

Restart your PC and check if the issue is resolved.

 

Update Graphics Drivers:

Open Device Manager (Windows + X > Device Manager).

Expand "Display adapters," right-click your graphics driver, and select "Update driver."

 

Reinstall the Application:

If the issue is specific to a particular app or service, try uninstalling and reinstalling it.

 

If this solution hits the spot, please come back and click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left of the public post, as that would make our day! 

 

Take care, and have an amazing day!

 

Regards, 

Hawks_Eye

I am an HP Employee

If you find the information provided useful or solves your concerns, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.

View solution in original post

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7 REPLIES 7

‎03-11-2025 05:21 AM

HP Recommended

Hi @FerdinandZ ,

 

Welcome to the HP Support Community. 

 

I'd be glad to help you! 

 

Is your laptop fully updated with the latest Windows and HP Support Assistant version? Have you tried reinstalling the HP Support Assistant or running it as an administrator? Also, does the issue persist when connected to a different network?

 

To be able to answer you effectively, we need some information.

 

May I have the exact name and product number of the unit? Do not share any of your personal information such as serial, phone number, email ID, etc.

I am an HP Employee

If you find the information provided useful or solves your concerns, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
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1 person found this reply helpful
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‎03-15-2025 05:40 AM

HP Recommended

I'm not having much luck providing this information. I can't figure out how to run the HP support assistant as administrator. I can't figure out if I'm using the latest version of HP Support assistant, or even where to suggest HP Support Assistant update,

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‎03-15-2025 07:07 PM

HP Recommended
 

Product number: 685K1UA#ABA . I am running the latest version of HP Support Assistant and have the latest updates

to Windows 11 installed. I did not try to reinstall the app and am not sure how to run it as administrator. 

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‎03-15-2025 07:29 PM

HP Recommended

I didn't give you all the information you asked for. 

My Dashboard

Create account / Sign in

HP 14-dq0000 Laptop PC (56Z60AV) is the model. I still couldn't figure out how to run the app in administrator mode.

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‎03-18-2025 08:09 AM

HP Recommended

Hi @FerdinandZ 

 

Superb description and stupendous diagnosis of the issue before posting. Kudos to you for that.  😊 

 

Here are some steps you can try to resolve it:

 

Restart Explorer.exe:

Press Ctrl + Shift + Esc to open Task Manager.

Find and select "Windows Explorer" under the "Processes" tab.

Click "Restart" at the bottom-right corner.

 

Check for Updates:

Go to Settings > Windows Update and ensure your system is up to date. Sometimes, updates include fixes for such issues.

 

Boot into Safe Mode:

Restart your PC and press F8 (or the appropriate key for your system) during startup.

Select "Safe Mode" and see if the issue persists. If it doesn't, a third-party application might be causing the problem.

 

Perform a Clean Boot:

Open the Run dialog (Windows + R), type msconfig, and press Enter.

Under the "Services" tab, check "Hide all Microsoft services" and click "Disable all."

Go to the "Startup" tab and disable all startup items.

Restart your PC and check if the issue is resolved.

 

Update Graphics Drivers:

Open Device Manager (Windows + X > Device Manager).

Expand "Display adapters," right-click your graphics driver, and select "Update driver."

 

Reinstall the Application:

If the issue is specific to a particular app or service, try uninstalling and reinstalling it.

 

If this solution hits the spot, please come back and click "Accepted Solution" to help others find the answer. And if you'd like to say thanks, select "Yes" on the bottom left of the public post, as that would make our day! 

 

Take care, and have an amazing day!

 

Regards, 

Hawks_Eye

I am an HP Employee

If you find the information provided useful or solves your concerns, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
Reply
Was this reply helpful? Yes No

‎03-18-2025 07:05 PM

HP Recommended

I was able to get past my problem signing in by taking your last step of reinstalling the app. Actually I deleted the settings and asked it to save them for later. The PC uninstalled the application, I downloaded it from the HP Support website. It took me to a web browser page where I was signed in. And then it transferred my sign-in to the HP Support Assistant app and I selected to "stay signed in". Now it is working. Thanks for everything.

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‎03-20-2025 06:55 AM

HP Recommended

Hi @FerdinandZ,

 

I am delighted to hear it's working! 

 

We sincerely thank you for your patience and co-operation during this troubleshooting process.

 

Thanks for letting us help you out! If you're all set, please mark this post as 'Accepted Solution' to help others find the answer and also I can do a virtual happy dance! 

 

If you need anything else, I'm all ears (or rather, all text). Just let me know! 

 

You're awesome, and I'm honored to have been your go-to guide today! 

 

Stay fantastic, and have an amazing day ahead! 

 

Regards, 

Hawks_Eye

I am an HP Employee

If you find the information provided useful or solves your concerns, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
Reply
1 person found this reply helpful
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