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Support Assistant problems

Microsoft Windows 10 (64-bit)

I have installed the support assistant. It tells me there are 11 updates both for my printer and my notebook. I try and try to download them, it goes all the way through and then tells me it failed... OVER AND OVER AGAIN.

I dont know what to do, or how to get the updates...

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Support Assistant problems



If you like, start with a fresh copy of the HPSA.

If you are having problems with HPSA, consider using the "complete cleanup" steps shown in the procedure below.



Procedure Details - HP Support Assistant – Remove and Install


Read sections, then decide how to proceed.


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




For "complete cleanup” of the old version of the HP Support Assistant:


  • When / If asked whether you want to save any of the presets / personal HPSA information, respond to have your personal data associated with the program removed along with the HPSA software.


  • HP Solutions Framework is a subset of HPSA.


  1. FIRST uninstall the HP Support Assistant
  2. Restart the computer
  3. Uninstall HP Solutions Framework software from Programs and Features
  4. Restart the computer and log in.


NOTE: Framework (re)installs with the HPSA


  • 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 and uninstall it, Restart and log in.



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


Website / Download

HP Support Assistant


  • 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 for HPSA


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

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



BIOS Updates


Do not use the HPSA to install BIOS updates.

If you see a BIOS Update in the list, mark it as "ignored".

BIOS Updates should be done manually, only after you have backed up your most critical files to somewhere you can access the data should the computer become unavailable, AND only when you have reason to believe the update is necessary / "something you need".

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



Manual Updates for HP Drivers and Software


If the HPSA does not work for you,


If you decide to do so for any reason,

You can opt to download and install HP Updates manually.

If the HPSA Settings are marked to notify you and not complete the actual download / installation,

you can use the list to check your Updates at your computer's Software and Drivers Website Support.


Software, Drivers & Firmware for your computer


From your computer's How-to Category:

Downloading or Updating Software and Drivers

Read Section

Find driver updates on the HP website



Reference and Resources – Places to find (more) help and learn about your Device

Device Homepage

Drivers / Software and BIOS, Videos, Bulletins/Notices, How-to, Troubleshooting, Manuals, Product Information, more

HP Notebook - 15-ba083nr (Touch) (ENERGY STAR)


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