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- HP Community
- Notebooks
- Notebook Software and How To Questions
- Recovering care pack information in Support Assistant

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06-25-2018 10:35 AM
So I was trying to do all the things the support assistant was suggesting, and ending up creating a duplicate of my notebook. Then I deleted one of the instances, except it was the wrong one and all the history and the care pack information has now vanished. Total noob. 😞
Any ideas on how to get it all back or is it off to the support centre for me with my tail between my legs? TIA.
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06-25-2018 02:07 PM
You are welcome.
Hopefully it will sort itself.
I suspect the "login" is coming from the HP Support Assistant profile manager.
Use the credentials you use to log into this forum -- I think everything is "connected" and the one login provides access to your various services and support options.
Logging in might "kick loose" that Warranty information, too. ??
Sorry to be vague -- I don't use the HPSA for more than general information.
Thank you for participating in the HP Community Forum.
We are a world community of HP enthusiasts dedicated to supporting HP technology.
06-25-2018 12:50 PM
There may be hope. Smiling.
Since you have already deleted at least some of the information, it may be useful to delete it all and start over so the information can be "newly discovered".
Essentially,
- Remove (Uninstall) the HPSA (HP Support Assistant)
- Restart the notebook and log in
- Download and install a new copy of the HPSA program
- Restart the notebook and log in
- Open the HPSA program and see what it finds...
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:
When / If asked whether you want to save any of the presets / personal HPSA information, respond to have any (personal) data associated with the program removed along with the HPSA software.
Download and Save
- If you have ‘Admin’ control, you may highlight the package and “double-click” to install it, else Right-Click, select run as Administrator and install.
- After the software is installed: Restart the computer and log in
Help for HPSA:
HP PCs - Using HP Support Assistant (Windows 10, 8, 7)
HP PCs - Troubleshooting HP Support Assistant (Windows 10, 😎
++++++++++++++++++++++++++++++++++++++++++++++
Regardless of what the HPSA "sees" (or does not see), the Care Pack is not "lost".
The following should work to bring up the Care Pack information:
Warranty Check
NOTE: If the single-system-check fails to find your device, use the "multiple devices" method to
check single or multiple devices.
- If necessary, Select your Country on the main website page
- Scroll down > To the right of Check multiple warranties, Click Continue
- Enter the Serial Number and Countryfor one or more devices / systems to be checked
- Check the box to verify you are "Not a robot"
- Click Submit(at bottom of list entries)
- When the page opens, Click View Details
Warranty Check
NOTE: If the single-system-check fails to find your device, use the "multiple devices" method to
check single or multiple devices.
- If necessary, Select your Country on the main website page
- Scroll down > To the right of Check multiple warranties, Click Continue
- Enter the Serial Number and Countryfor one or more devices / systems to be checked
- Check the box to verify you are "Not a robot"
- Click Submit(at bottom of list entries)
- When the page opens, Click View Details
++++++++++++++++++++++++++++++++++++++++++++++
If it all turns into rubbish and if you need a copy of the information, if you have questions, if you just want to speak with the Care Pack people, try contacting Care Pack Support.
Care Pack - Optional Coverage Plans
Enter your product number in the form to view available Warranty plans for your computer
- Care Pack Central
- Care Pack Services Definitions
- Care Pack Overview (Scroll down > view / find phone contact number)
- HP Consumer Services (Care Pack and Service Purchase Information) (USA 1-866-724-8600)
- Outside of the USA / Canada Care Pack Services
Reminder:
- Always verify phone numbers in the HP website information.
- Not your region? Scroll to the bottom of the page and click Flag > change to your region
++++++++++++++++++++++++++++++++++++++++++++++
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06-25-2018 01:56 PM
Wow. Thanks for such a detailed reply, Dragon-Fur! I was debating 'scrubbing' and starting again, but I think that's one for tomorrow or the day after now - plus I hadn't considered the restarts you've included above, which now I think about it, make total sense. I'd got as far as deciding to run the warranty check again tomorrow (given it states it only allows it once a day) but was totally baffled as to why it is asking me to 'sign in' to a machine I'm already signed into! Will report back. Thanks again. 🙂
06-25-2018 02:07 PM
You are welcome.
Hopefully it will sort itself.
I suspect the "login" is coming from the HP Support Assistant profile manager.
Use the credentials you use to log into this forum -- I think everything is "connected" and the one login provides access to your various services and support options.
Logging in might "kick loose" that Warranty information, too. ??
Sorry to be vague -- I don't use the HPSA for more than general information.
Thank you for participating in the HP Community Forum.
We are a world community of HP enthusiasts dedicated to supporting HP technology.
06-28-2018 03:03 PM
All fixed thanks! Vague is actually good - sometimes it's just small references that help: after reading your last post properly, I actually logged out properly from the HPSA (it had half lost me for some reason), then logged back in and, as if by magic, the device was re-offered to me, complete with correct warranty details. Not quite as drastic as a reinstall, but I don't think I'd have got there without your advice. Thanks again. 🙂
06-28-2018 03:14 PM
You are welcome!
In so much that I can remember, the "login" is something relatively new.
I am glad the fix was the easy option - log out > log in. Magic.
For the future, know that due to the kind of information the HPSA provides, (that) when / if it is necessary, you can remove the program, optionally remove the personal information stored with it, and reinstall the program (download and install a fresh copy).
HPSA has / provides information about your drivers, your warranty, and support options -- the program can be "reset" without harming or impacting the software and drivers that operate your computer.
Happy Computing!
Thank you for participating in the HP Community Forum.
We are a world community of HP enthusiasts dedicated to supporting HP technology.