HP Support Assistant and Utility Center

[WayneTC]

Windows 8.1: I tried to update the HPSA from the website download, the install failed and gives the error 1603 Fatal error during install, see Windows Installer Help (Msi.chm) MSDN. I tried again, the same. I tried to uninstall from the Control Panel Programs it can't find necessary files. The same problem happens with the Utility Center.

My wifes HP Windows 8.1 computer's HPSA had problems finding hardware updates after installing one for the WI-FI and HP phone support had me reinstall the HPSA from the website, it worked fine it then continued finding/downloading/installing updates. A week later it continues to automatically find, download and install hardware updates fine.

[TwoPointOh]

Hi WayneTC, welcome to the HP Forums. What is the model number of computer?

How Do I Find My Notebook Model Number?

How Do I Find My Desktop Model Number?

[WayneTC]

The Product number is C2M1UA HP Envy DV6-7210US

[TwoPointOh]

Thanks WayneTC. Perhaps restoring the original instance of the HPSA using this method: Using Recovery Manager to Restore Software and Drivers (Windows 😎, followed by a clean reboot (disable Antivius/Security software), before installing the updated version: HP Support Assistant.

This is the traditional document used, but I am not sure it applies to your errors: Troubleshooting HP Support Assistant (Windows 😎

[WayneTC]

Recovering the HP Support Assistant did not work, when starting the HPSA I get the same error as before; "HP Support Assistant has stopped working. A problem has caused the program to stop working correctly." I have also tried restoring the computer to an earlier date. The HPSA then opens but does not find updates and can not be uninstalled from the Control Panel either.

[WayneTC]

I cleaned up temporary files with Norton Utilities and then also removed the folders C:\SWSetup\SP64126 and C:\SWSetup\HPSA. The installation went mutch further but stoped with an Error1316 Network Error missing shortcut HPSF.exe and gave me an option to browse in C:\Program Files (x86)\Hewlett-Packard\HP Support Framework but I did not see the file there or in any sub folders.

I restored the folder HPSA since the HP Recovery Manager did not list the HPSA without it.

[TwoPointOh · Accepted solution]

If you can restore the original HP Software Framework using the recovery method I listed above, and then try the suggested fix (restore HPSA, install updated one).

If you cannot recover, here is the download for 8.0:  HP Software Framework

Make sure you disable programs working in the background before doing all steps: Preventing Software Programs from Opening When Windows Starts (Windows 😎

I hope this works, as the next steps are probably a factory restore.

[WayneTC]

I finally got it to install but here is what it took.

1. The HP Recovery Manager did not list the Support Framework, so I installed it via your link (these are very helpful).
2. Then I tried to install the current version of HPSA but got one of the previous errors about not finding  C:\Program Files (x86)\Hewlett-Packard\HP Support Framework HPSF.exe which was not present when manually browsing for it.
3. Then I used the Recovery Manager to reinstall the original version of the HPSA which succeeded but I did not try to open/run it.
4. Then I searched my computer for the file C:\Program Files (x86)\Hewlett-Packard\HP Support Framework HPSF.exe which was then present.
5. Then I ran some Windows 8.1 updates including "Compatibility update is available for Windows RT 8.1, Windows 8.1 and Windows Server 2012 R2: February 2014 (KB2917929)".
   
6. Then I ran the updated HPSA installation sp64126.exe and it succeeded and now shows updates for my computer.  I tried the reinstall the old HPSA before and then tried to start it but it would not run, so I did not try to install the new one imediately. This time I just proceeded to install the new version.