"The driver is not supported on this OS version" error when using HP Support Assistant

[Gr1mbl3]

Hello!

I am trying to update Intel drivers with HP Support Assistant, but get the following error:

"The driver is not supported on this OS version (10.0.17143).".

It happens on all Intel drivers that HP Support Assistant suggest should be updated.

What is wrong and how can I solve it?

Best regards,

Grimble

[Dragon-Fur]

@Gr1mbl3 

Cannot answer "why".

If you like, uninstall the HPSA and install a fresh copy of the software.

Comments (not to be confused with HP policy or opinion as viewed by other than myself):

Reloading the program might work to sort any issues, though in the case of an compatibility error the result depends on the underlying cause of the problem.  For example, the HP Support Assistant MIGHT have offered a driver that is actually incompatible.  It happens - not often, but it can happen.  If the HPSA cannot see what is wrong, it may continue the same behavior regardless of having been reinstalled.

HP Support Assistant

Windows in “S” Mode and the “S” mode version of the HP Support Assistant

The “S” Mode version of the HP Support Assistant available in the Windows Store should ONLY be run on “Windows 10 in ‘S’ Mode” – this is NOT regular Windows. 

If you do not know what this means, simply do not install the HPSA from the Windows Store.  If you do accidentally install the “wrong kind” of the HPSA software, uninstall the application from your Windows Start (Windows key) > View the Apps List > category HP.  After you remove the application, Restart your computer and log in.

Procedure Details - HP Support Assistant – Remove and Install

Read sections, then decide how to proceed.

IMPORTANT

If the problem is related to a corrupted database within the control of the HPSA, the "cleanup" and reinstallation of the HP Support Assistant software may help resolve any issue(s).

• If the program cannot handle a certain type of error condition (for example, there is an error in the update package itself),
• If the software cannot understand the problem (the program code does not include instructions for this type of issue),
• If there is a problem in the Windows File system,

Then

• The reinstallation procedure will likely make no difference to the results.

Reminder - Do NOT use the HPSA to update the BIOS

How to install BIOS Updates:

HP Notebook PCs - Updating the BIOS (Basic Input Output System)

HP Desktop PCs - Updating the BIOS (Basic Input Output System)

“Regular” Uninstall - Remove the existing version of HPSA

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

NOTES

If the software will not uninstall, appears to be removed and then shows up again, or is otherwise not “going away” when you tell it to do so, try an Uninstaller program.

Microsoft:  Fix problems that block programs from being installed or removed

OR

“Complete Cleanup” Uninstall

If you are having problems installing your HP Updates using the HP Support Assistant, use "complete cleanup” steps to remove and then reinstall the HP Support Assistant.

1. FIRST uninstall the HP Support Assistant

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

Important:  When / If asked whether you want to save any presets / personal HPSA information, respond to have your personal data associated with the program removed along with the HPSA software.  Framework will (re)install if / when the HPSA is installed.

1. Restart the computer and log in

1. Uninstall HP Solutions Framework software from Programs and Features

HP Solutions Framework is a subset of HPSA.  For this reason, the HPSA must be uninstalled before the Solutions Framework can be removed.

1. Restart the computer and log in.

Final Check – Software is Removed

• After the software is uninstalled (and the computer is Restarted), check to ensure the software is actually “gone”.

Settings > Apps > Apps & features >

Scroll down the list, look for HP Support Assistant (and / or HP Support Solutions Framework)

If the stubborn software is found in the list, click to uninstall it, Restart and log in.

Installation - HP Support Assistant

Download, Save, Install the latest supported HP version of the HP Support Assistant

Website / Download

HP Support Assistant

• After download: If you have ‘Admin’ control, you may highlight the package and “double-click” to install it, else Right-Click, select run as Administrator
• After the software is installed:  Restart the computer and log in

Optional - After the software is installed, PIN the program to your Windows Start Screen

Windows key (Start) > list "All apps" > open category "H"

Click open category HP Help and Support

Right-Click on HP Support Assistant > PIN to Start

Help and Troubleshooting for HPSA

Read and Learn about the HPSA software

HP PCs - Using HP Support Assistant (Windows 10, 8, 7)

HP PCs - Troubleshooting HP Support Assistant (Windows 10, 😎

OR

Nothing Works…

If the reinstallation of the HPSA / Solution software does not resolve the problem,

Or

if you decide for any reason to not use the HPSA to install the software,

Then

Download and install your HP Software and Drivers manually.

Help / How-to:  HP PCs - Downloading or Updating Software and Drivers

Section: Find driver updates on the HP website

Notes:

You have the option to install your software and drivers manually.  Lots of people do it this way, either because HPSA (HP Support Assistant) cannot - or will not - install the software or because this is the preferred method for that person.

Check the Device Manager for the driver details.

For example, open the Device Manager > Expand Network adapters

Check the list to find the specific types of components detected by the Device Manager

For example, on my Zbook 17 G3, my Ethernet is 

Intel(R) Ethernet Connection (2) I219-LM

Open Support Home

Enter the name of your device

Open category for Software and Drivers

Expand the category in which the drivers you seek are located.

For example, open category Driver - Network

Check the list for the driver you want to install

Open tab Details > Click See full details

The information for that driver is displayed on the website page, including the viable Operating System versions.

For more detailed information, open section Associated files > Click on Download to see a pop-up window of the Description of the driver contents.

If the driver is the one you want to install and it is for your computer, Download the "sp" file to your computer.

Open File Explorer > Navigate to the folder in which you saved the downloaded file.

• After download: If you have ‘Admin’ control, you may highlight the package and “double-click” to install it, else Right-Click, select run as Administrator

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[chaddyb]

I've attempted these steps and still get the same error. Manually downloading and installing the updated drivers gives the same error message.

[Dragon-Fur]

@chaddyb 

The result you describe is likely an indication that the solution is not useful for your situation.

You should perhaps start a new thread of your own:

• Provide the requested information when you create your post (device model AND OS version).
• Indicate that a complete removal and installation of the HPSA did  not fix the issue. 
• Describe which HPSA version you are using.
• Describe the actual "error message" content. 
• Add any other relevant details to help reduce the chance that someone will duplicate an answer that is not useful.

For example

If you cannot manually download and install any HP updates at all, this is different from having issues with one update that you think is needed.  

Post New Question

Thank you for participating in the HP Community Forum.

We are a world community of HP enthusiasts dedicated to supporting HP technology.

Click Thumbs Up on a post to say Thank You!

Answered? Click post "Accept as Solution" to help others find it.