Support Assistant Connects to HP Servers But Won't Download Updates

[johanna297]

Hi, I'm having a lot of trouble with HPSA. I've tried uninstalling and reinstalling multiple times, including using Revo on Advanced mode. But no matter what I've tried, nothing works. It connects to HP Servers, but then it won't dowload updates and messages (grey x).  Everything else goes green, but not that. 

[DavidSMP]

Hi @johanna297,

Good Day.  Thank you for posting your query in the HP community.  I read the post regarding issues with updates not installing via HP support assistant  I will be delighted to assist you here.

Superb description and commendable diagnosis of the issue before posting. Kudos to you for that. 🙂

For better clarity and to assist you correctly, I would require more information regarding this:

• Did you try to install these updates one at a time?

For now please try these steps:

Please shut down the computer.

Then perform a hard reset on the machine by following these steps:http://hp.care/2nwQ054

Restart the Machine and create a new local user account as an administrator from this link:http://hp.care/2rZfJBC

• Then restart the machine, log in to the new user account and launch HP support assistant.
• Make sure to install the updates one at a time by unchecking the other options that you choose not to install at that time.
• Once one update completes exit HP support assistant and Restart the computer again.
• Relaunch HP support assistant and follow the same procedure to install the next update after unchecking the others.
• Repeat the process till all updates are successfully installed.

If this does not work try these steps:

• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box,
• Type %temp% in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).

Also open the C: drive.

Delete the SWSetup folder.

• Once the PC is on the desktop, press Win + R, it would bring a Run dialog box,
• Type temp in the run box and click Ok or hit the Enter button.
• It would bring up the temporary files folder. Delete the files in the folder (You might not be able to delete all the files).
• Then try to run the updates using HP support assistant one at a time following the same procedure mentioned above.
• This should fix the issue.
• For further assistance, try to follow the relevant steps from this link:http://hp.care/2BAcVAF and follow the option "You can not update the HP Support Assistant or download and install updates through the HP Support Assistant"
• Now check if the issue is fixed.

If this does not work, then run the updates manually from the HP support site from this link: http://hp.care/2syreDe   and select the country and type the product# of the computer.

Then select the operating system and download and install the updates manually.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient. Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat.

Hope this helps. Let me know how it goes. To simply say thanks, please click the"Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed week ahead. 🙂

[johanna297]

Hi, thanks for your reply. I tried everything you suggested, paid very close attention and did all the steps, but unfortunately, none of them worked. However, I haven't done the very last thing, which is to download manually -- I'll do that now. But I wanted to clarify something: I can't do the updates one at a time because no updates show up as available. This is because everytime I check for updates, THAT is the part that fails. 

Basically, my updates tab is blank. I click "check for updates and messages" and it goes through these steps:

Connecting to HP Servers -- green check mark, success

Downloading messages and updates definitions -- grey x, failure

Gathering configuration information -- green check mark, success

Analyzing your system  -- grey x, failure

Preparing the action list -- green check mark, success

This happens every time, even after I followed the steps of doing the hard reset and creating a new administrator account. When I checked for updates on the new admin account, this exact same thing happened. It continued to happen after I deleted temporary files, and the SWSetup folder. 

- However, I should note, I only tried the deleting temp files and the SWSetup folder on my own account. Should I try that on the new admin account?

I also feel I should mention -- I had to reinstall windows recently because of a weird problem with my graphics card. I fixed the issue with the graphics card, but now I have this issue with HPSA which I didn't before the reinstallation of windows.

[DavidSMP]

Hi @johanna297,

I reviewed the post. A brilliant display of technical skills and terrific temperament, coupled with a superb attitude to try and resolve the issue. Hats off to you there.:)

Let me keep you informed about a few things here. It is not an issue with Hp support assistant as several million are using the app to perform updates on their computers. The operating system on the computer is the culprit here. You could try the manual updates and check if that works. I am sure that will do the trick for you. Please give me some good news that is music to your ears and mine. I am keeping my fingers crossed.  If the manual updates work then I will be happy for you.

If you require that it updates via HP support assistant then backup your files and perform a system recovery to factory settings from this link:http://hp.care/2kkiEGT  This should fix the issue.

Now trust me I've done all I can to assist you by keeeping your best interest in mind.

It has been an absolute honor to work with you and share this platform with you. If this helped then, to simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a blessed year ahead and stay healthy. 🙂

Cheers!

[johanna297]

So, just to be clear, the only way to get HPSA to work again is to reinstall windows? Because I can download and install the updates manually, but I need HPSA to tell me about future updates.

[KrazyToad]

@johanna297

You can always download the updates Manually. HPSA only Automates the process so that you do not have to do it Manually. If the OS is corrupted, then you will need to reinstall the OS, then download the latest HPSA version.

Thank you.

[johanna297]

I know I can download them manually. I already did that. If you read my last entry you would know that wasn't my question. I just wanted confirmation that if I can't get HPSA to work, then I will never get little messages letting me know when there are updates in the FUTURE.  I'm assuming that I'm just going to have to check for updates myself every couple of months or so, or else reinstall windows again to try and get HPSA to work.

[A4Apollo · Accepted solution]

Hi! @johanna297, I am the Mr.Robot. It looks like you were interacting with @KrazyToad, but he is out of the office today, so I'll take over from here.

As you mentioned even after trying out the steps the issue still persists.

Try uninstalling the HP support assistant from your PC and install the latest version of HP support assistant and check if it helps.

Uninstall the HP support assistant from your PC and try creating a new user account and install the latest version of HP support assistant.

Refer this article to know how to create a user account HP.

In Windows, search for an open Uninstall a program.
On the Programs and Features window, select HP Support Assistant, then click Uninstall.
Click Yes on the Programs and Features screen to confirm you want to uninstall HP Support Assistant.
Restart your computer to complete the process.

Update HP support assistant using this link.

Also, refer this article to further troubleshoot HP support assistant issues.

If the issue still persists after trying out the steps. Try performing a complete system recovery on your PC and try updating the HP support assistant.

Refer this article to know more information about performing a system recovery on your PC.

If the solution provided worked for you, please mark accepted solution for this post.

Let me know if this works!

Have a great day ahead! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[johanna297]

I reinstalled Windows again. That fixed the problem with HPSA, but now Windows  Update keeps having errors. I'll try my luck with Microsoft.