hp support assistant crashes

[tonyvr4]

I have been getting error messages like this for quite some time and HP Support could offer no clue as to what is going on.

The message is: Faulting application name: hpasset.exe, version: 3.0.0.7, time stamp: 0x4f4667f7

I have scanned my system regularly with anti-virus and anti-spy/malware and it always comes up clean

My system is a Pavilion dv6-6000

Any help is greatly appreciated

Thanks

[DavidPK]

Hi,

Try the following

First of all, uninstall your current version of HP Support Assistant by opening windows Control Panel, open Programs and Features, right click the entry for HP Support Assistant and select Uninstall.  When this process has completed, restart the notebook.

Next download and install the latest version of HP Support Assistant from the page on the link below - the download links are towards the bottom of the page.

http://h18021.www1.hp.com/helpandsupport/hp-support-assistant.html

After the installation, restart the notebook again.

Regards,

DP-K

[tonyvr4]

Done and same problem exists

[DavidPK]

Hi,

Try using the Microsoft 'Fixit' on the following link to uninstall and reinstall HPSA.

http://support.microsoft.com/mats/Program_Install_and_Uninstall

If you still get the same error after this, I would check that your security software is not blocking this executable as I've seen this being the cause in a few cases.

Regards,

DP-K

[tonyvr4]

Performed the following actions and problem still occurs

1) Uninstalled HP Support Assistant

2) Reboot
3) Install HP Support Assistant

4) Reboot

5) Run Microsoft Fixit (No problems found)

6) Anti-Virus is not blocking install

No errors of anykind during HP Support Assistant Install

Only message is Installation Successful

[DavidPK]

Hi,

Use the 'Fixit' tool once again to uninstall HPSA.

http://support.microsoft.com/mats/Program_Install_and_Uninstall

When done, restart the notebook.

Temporarily disable the realtime scanning component of your Antivirus/AntiSpyware software.

Use Recovery Manager to reinstall the original version of HPSA that came with your notebook - the procedure for using recovery manager to reinstall Software and Drivers is detailed in the relevant document on the link below.

Recovery Manager - Windows 7

Before re-enabling your security softwares realtime scanning components, see if HPSA will run.

Regards,

DP-K

[tonyvr4]

Performed the following actions and problem is not fixed.  Also noticed I had been receiving other errors in the HP Software Framework Log listed below.

1) Fixit - remove HP Support Assistant

2) Restart

3) Disable anti-virus realtime protection

4) Recovery manager - install HP Support Assistant vers 5.2.9.2

5) Restart

6) Test HP Support Assistant (problem still occurs)

Errors in HP Software Framework

HP Software Framework Log


2012/06/12 12:14:47.156|00001790|Warning    |[CaslWmi]A::A{hpCasl.enReturnCode(object&)}|Error e_BIOS_INVALID_COMMAND_TYPE from BIOS WMI call Command/30h while getting EDID Data

2012/06/12 12:14:47.234|00001790|Error      |[CaslWmi]CommandFolio::A{hpCasl.enReturnCode(int&)}|Error 0xe_BIOS_INVALID_COMMAND_TYPE from BIOS WMI call Read/2Eh while getting Folio state

2012/06/12 12:14:57.920|00000D04|Information|C::A{void(string[])}|Launched

[DavidPK]

Hi,

Ok, try the following.

Open windows Control Panel, open Programs and Features, right click the entry for HP Support Assistant and select Uninstall.

When complete, restart the notebook.

Now find the entry for HP Software Framework, right click it and select Uninstall.

When complete, restart the notebook again.

Download and install the latest version of HP Software Framework from the following link.

HP Software Framework.

Restart the notebook.

If you get any errors at this point, stop here and let me know, otherwise proceed as below.

Download the installer for HP Support Assistant on the link below and save the file to your Downloads Folder.

http://h18021.www1.hp.com/helpandsupport/hp-support-assistant.html

When the download has completed, open your Downloads folder, right click the HPSA installer and select 'Run as Administrator' to start the installation.

Regards,

DP-K

[tonyvr4]

I downloaded the two files.  But at what point, if any, do I disable anti-virus realtime monitoring?

[DavidPK]

Hi,

I would leave it running throughout - It doesn't look like it was causing the issue and if it does take exception to a particular file, at least there will be a log of the event.

Regards,

DP-K