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Kimsman65
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Message 1 of 7
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Problem downloading Support Assistant

HP Recommended
Pavilion
Microsoft Windows 10 (64-bit)

I have previously downloaded and used the HP Support Assistant. I took it off, as it didn't appear to be working correctly - with the intention of immediately reinstalling it. However, I am now being asked to login with Administrator privileges. I am the (only) Administrator/user of this laptop , and had no trouble previously installing the assistant.

 

Any suggestions would be appreciated.

 

Thanks. 

6 REPLIES 6
Xavier-M
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Message 2 of 7
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HP Recommended

Hi @Kimsman65 

Please follow the steps below as we released to see if this resolves your issue:

 

1. Right-Click on your Windows Stat Menu and click Apps & Features

2. Scroll down until you find HP Support Assistant

3. Click on Uninstall 

4. A dialog will appear for "Keep Preferences", Click No

5. Close any browser window that may open up.

Note: If you don’t currently have HPSA installed and are seeing that message "A newer version of HPSA is installed" Please proceed with Step #6 below:

6. Go to our HPSA page: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html

7. Before you click on download HPSA button, press Ctrl+R button on your keyboard to clear any browser cache. Then click on the download button

8. Once downloaded, open the file and continue clicking Next button and let the installation finish. Once installed successfully, you should see a prompt "HP Support Assistant has been installed successfully"

9. Click on your start menu and type: HP Support Assistant or HPSA icon on Desktop and open the app and it should open normally as before.

 

Thank you for the patience as we worked through this issue and sincerely apologize to everyone's inconvenience.

 

-HPSA PM 

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Kimsman65
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Kimsman65_0-1604953737703.png

Hi, thanks for the reply. Appreciated. However, I'm still receiving the above message when I try to open and install the Support Assistant.

 

As you can see from below, I am the Administrator of this PC.

 

Kimsman65_1-1604953924640.png

 

 

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Xavier-M
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Hi @Kimsman65 - I could not see your screenshots for some reason but can you go to your Apps & Features and tell me what version of HP Support Assistant version you have installed? If it's not 9.6.839.0 then you do not have the latest updated one from the link I provided above.

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Kimsman65
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I don't have it installed at the moment. I took it off as I wasn't sure it was working correctly. I then have been unable to reinstall it. 

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Xavier-M
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When you get a chance, can you go to: C:\SWSETUP\sp110939 folder and run Setup.exe? If same issue, right-click on the Setup.exe and "Run as Administrator"

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Kimsman65
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Thank you, but still the same result, I'm afraid . . . 😞 

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