cannot download support assistant for HP ENVY dv6-7220us

[VinF]

purchased HP ENVY dv6-7220us, windows 8 WITH windows 10 preinstalled.  Now that HP hasinstalled windows 10, er 1903, I cannot download the correct version of HP Support Assistant.  I cannot update any drivers because the HPSA is declaring that I'm running windows 8.1.  VERY FRUSTRATING!

[WAWood · Accepted solution]

@VinF 

I'm having trouble understanding the details of your situation ...

You purchased a DV6 laptop from HP, that should have come with Win8.1, but you ordered it with Win10 -- so HP sent you one with Win10  already installed?

If so, you need to contact HP Customer Support to have them put you in touch with HP Tech Support -- as we can do nothing from here to fix this for you -- and you need to deal directly with HP to have them fix the issue.

If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html

NOTE: After you get through, stay on the line until you are finally able to talk to some one -- it can take a while!

If you have trouble finding a phone number, then try: 1 (650) 857-1501.

You can also try contacting Tech Support directly using 1 (800) 474-6836.

[VinF]

  It took me awhile to put all the pieces together, since the purchase was in Jan of 2-13.  Both my wife and I purchased the dv6 at the same time.  It was when we started the set up process that things went south.  Evidently there was a major problem with the software installation.  The HP techs could not fix  my wife's dv6 and told her to return it for a different model.

  Fast forward to my set up of the dv6, WITH the knowledge of what not to do.  Smart.  SO, instead of trying to fix the software, the HP techs downloaded a fresh copy of win 8.1 with the win 10 upgrade.  The win 10 upgrade was not relayed to me, but  win 8.1 now worked.  For about the next two weeks, as I started to learn win 8.1, I received a notice that my install of 8.1 also contained the new win 10, i upgrade.  No sooner than that, I was receiving regular updates that installed win 10 on my dv6.  Still am receiving Feature Updates and Quality Updates.  In fact, just installed the latest Cumulative update today.

  When I contacted HP, they immediately put me through to someone who knew a lot about my particular problem.  Some of his explanation was hard to understand through his thick (Russian maybe?) accent.  His explanation was since my dv6 with win 8.1 was flawed, the HP techs just went ahead and loaded me up with win 10 since it was already released.  Sort of like, "hey, we're sorry for the inconvenience, so here's the latest we have".  The biggest drawback is that HPSA that was still loaded for 8.1, refused to believe the this dv6 was running win 10.  In fact, most all of the supporting programs would not work properly, making it necessary to manually update all drivers and applications.  Of course, my biggest concern is the security holes that could be exploited.  So, I keep everything up to date as I can, Run a good A/V with advanced online threat prevention and anti ransomware remediation.  Bottom line: I have a dinosaur that keeps on going and going.... Overall pleased with the "fix"

  Sorry if I mislead anyone.  Being 65 has some drawbacks with memory, especially with numerous technical events from 6 years ago!  Thanks for all your help!