Unable to re-install HP Support Assistant on a Pavilion laptop after Microsoft Office update

[Anny_NY]

The HP Support Assistant wandered away after the  Microsoft Office update earlier this month. The new Office completely eliminated many files and changed EVERYTHING much to my dismay. I tried unsuccessfully several times to reinstall the HPSA without effect. I did find a message to install "Download Assistant" which would expedite this but cannot find this. I'm thinking that this similar to the assistant to install Windows 10 update. I have completely run through the hard drive and files, done deep-cleaning scans, but cannot find the HPSA. It downloads fine, but then I am not able to follow through the install process. Some YouTube videos have had recommendations to change registry settings, but I do not feel comfortable doing this. Also, a paid computer tech was also not able to help. Please advise. 

[Dragon-Fur]

@Anny_NY 

NOTE:  None of the following has anything directly to do with a printer (HP OfficeJet Pro 6968 ).  The HP Support Assistant is an HP software / driver update manager (for lack of a better term).  

You can stop looking - if HP Support Assistant were installed as it ought (to) have done, it would show up in Programs and Features.  

Once you do not (any longer) have HP Support in Programs and Features,

If you do find HP Support Solutions Framework in Programs and Features,

Uninstall that Solutions software. 

After "Solutions" is gone, Restart the computer and log in.

When, at any point during the "uninstall" processes you are asked whether to keep the HPSA personal data, answer to get rid of all of it.  You don't need it, the database will repopulate, and you want it "all" gone before starting with a fresh copy of the HPSA suite. 

By the way, the Solutions software is a subroutine of HPSA;  "Solutions Framework" will install automatically when HPSA is installed later.

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NOTE

Hopefully, you do not find an HPSA application lurking in Settings > Apps > Apps and Features

Why?  It should not happen (this was an older issue) but if you somehow got an old version of the HPSA "app" from the Windows store installed, it might get weird trying to pry it off of the computer.  No app?  Ignore these mutterings - like said, should not happen, old issue.

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Continuing...

Installation – HP Support Assistant

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

Website / Information / Video / White Paper / Download

HP Support Assistant

Partial excerpt from the Website:

“Ready to go on your HP PC

HP Support Assistant is included on new HP desktop and notebook PCs. You can install it on PCs from other manufacturers for easy access to support resources and tools for HP printers and PCs. Click the ? icon on your system tray to start HP Support Assistant or download now. During setup, selected new HP PC models running Windows 10 will receive version 9. All other PC models will receive version 8.”

• After download:  If you have ‘Admin’ control, 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:  Get help and Learn about the HPSA software

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

HP PCs - Troubleshooting HP Support Assistant - Windows 8.x and Windows 10

Reference and Resources – Places to find help, solve problems, and learn about your Device

Device Homepage

NOTE:  Content depends on device type and Operating System

Categories:  Warranty Check, HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides / Manuals, Service and Maintenance Guide (Replacement Parts and Procedures), Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

Open Support Home

Enter the name of your device

Thank you for participating in the HP Community Forum.

We are a world community of volunteers dedicated to supporting HP technology

[Anny_NY]

Dragon-Fur: Thank you for your rapid and detailed answer. However, I am still having an issue -- after disabling firewall and antivirus, downloading from HP site, installing (BTW no confirmation of success), and restarting, HPSA still not there. The only thing that I have installed is the HP Update which though it's not HPSA, is it the new version of it. Somewhere along the way, I did get an error message of "incompatible." Also, would you suggest that I try the HP SoftPaq Download Manager? Or should I try to go to a restore point. I know that HPSA was working fine in February. After the Microsoft Office update, I did go to a restore point in March because Office had deleted and messed up so much. What would you suggest? I appreciate all your help and would like your opinion as to how I can go forward. 🙂

[Dragon-Fur]

@Anny_NY 

You are welcome.

Sorry, I am not following as well as I should, I guess.

Last Try...

Your first post mentioned a printer (in the tag) but no specific computer model number.

Some flavor of Pavilion...

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HP Update

Sorry, the only thing I recognize as HP Update is old software long retired.

HP Update?

Method - Pop-Up Messages - HP Update

Reference Document

HP Update Software - Retired

Excerpted:

HP Update, also known as the HP Software Update Utility, has been retired and is no longer providing new software updates. When HP Update checks for updates, a No new updates available message displays.

HP recommends uninstalling HP Update with the Uninstall a program feature in Windows.

Side Bar:  This little application will likely sneak back onto your computer if / when you (re)install the printer software.  This is especially likely if the printer software is older than the date of the retirement for the application.  Rats.  Just check Programs and Features for HP Update and uninstall it (again).

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Which HP Software Update Software to Use?

In General, the HP Support Assistant is a more primitive version of the HP software update software that is primarily used on consumer grade systems (these do not support SDM or HPIA).

I don't know your computer model - I can tell you that the SoftPaq Download Manager is still supported on older business class machines.

A Pavilion is not a business class computer.

SDM and HPIA cannot be used on a consumer grade computer.

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For those reading;

The Softpaq Download Manager has been mostly replaced by the HP Image Assistant.

If you have a business class machine, then you can use the Softpaq Download Manager if your computer was manufactured before July 31, 2019

SDM Download and Help

4.4.0

sp87158

04/20/2018

Windows (Vista, 7, 8, 8.1, 10)

sp87158.exe

sp87158.html

How-to and Instructions:

HP Notebook PCs - Using HP SoftPaq Download Manager

Once the SDM software is installed, the Help document can be accessed within the software or on disk:

• Open SDM software, Click the Blue Question mark “?”in the upper left of the main SDM window.
• Open File Explorer > Navigate to C:\Program Files (x86)\HP\HP SoftPaq Download Manager > Select language appropriate .chm file

OR

If your business class machine is newer, then use 

 HP Image Assistant

If you can do so, it is time to migrate to the  HP Image Assistant

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Related bits?

Neither the HPIA or the SDM have anything to do with Microsoft Office.

In so much that I am aware, HPSA does not have anything to do with Microsoft Office - not its software and not Office Updates.

That HPSA stopped working and cannot be installed again after an Office update is not something for which I have any explanation.

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So, what happened to HPSA?

No idea.

The only thing I can think of concerning the HPSA not loading and not being installed at all is the somehow you (at some point) got a hold of the old Windows Store version of the HPSA meant for Windows in S mode.  That said, this should not have happened recently - the issue was long resolved when the "regular" HPSA from the main website was updated to support both "S" mode systems and regular Windows.  

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What to do?

I don't know.  Were I you, I would manually check for HP software / driver updates in the computer's Software and Driver support website - manually download and install any updates > Restart the computer and log in.  Next, run Windows Updates again (check for updates).  If any updates are installed, Restart the computer and log in.

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What if Windows is just in a complete tangle but basically healthy?

Unlikely to help, but not harmful to a healthy OS...

“Press and Pray” 

Forced Restart / Boot

IF a BIOS update is just stuck / stubborn / frozen-in-place half way through the update / boot process,

OR

If there are boot issues that prevent a complete or clean boot of the Operating System,

IF there is not actually anything wrong with the windows installation or the File System,

Then

The following procedure might resolve the issue.

1. Unplug everything, including power and all other externally connected components
2. Press and hold down the power button for thirty (30) to forty (40) seconds
3. Release the power button
4. Plug in only basic components needed to start / boot the computer

• Desktop:  Connect Power, wired mouse and keyboard, HDMI to monitor (and monitor is powered on)
• Notebook:  Connect AC Power

1. Switch on the system with power button - Click power and release (as for normal boot)

Hoped for Results:

• System switches on, monitor active, mouse and keyboard responsive

If the issue was a "stuck" BIOS update:

• Screen shows the BIOS update window with choices:  cancel / update
• Wait several seconds; stare at it and contemplate actions.  (The process will continue on its own after about 10-20 seconds)
• BIOS update continues, completes, and reboots the system

When the system reboots,

1. Log in
2. Connect LAN (Ethernet)
3. Connect other components (USB, external webcam, speakers...)
4. General housekeeping (checks, more staring at it)

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What about System Restore?

As long as all your data is backed up, and if you wish to do so, you can try a system restore.  Not sure I would do that yet, but as long as you are not in danger of losing your personal data (backed up to Cloud, USB, NAS, "somewhere" you can access the data if the computer becomes unavailable), then you can decide whether to proceed.  Know that if the System Restore fails, it should simply just refuse and leave you where you are now.  On the other hand, if things go sideways, it could (happens rarely) eat your Operating System.

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Out of Ideas

I would guess this is much less complicated than it seems - I certainly might have missed something.

Essentially, though... I think I am making it all worse instead of better - and that is not my intention.

 If I have anything actually useful to add, I will post back.

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We are a world community of volunteers dedicated to supporting HP technology

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[Anny_NY]

Wow! You have certainly given me a lot to mull over! I have a Pavilion 15 -bk 193 x 360 convertible with Win 10 64 bit OS with an OfficeJet Pro 6968 All-in-One. The laptop is wifi, the printer is USB because wifi signal is seriously mischievous and elusive at times up here in the mountains. I just recently added the HP Update. I encountered the "not compatible" error during one of the several HPSA installation attempts. All of these downloads were from the "Official HP" site. I will study your recommendations before I dive into this. Unfortunately, my college computer courses are from the dark ages of APL and Basic. COBOL was just coming into the light. Completely from the dark ages. Ah, those were the days with my trusty Commodore 64...

[Dragon-Fur · Accepted solution]

@Anny_NY 

Minor Edits to content

You are welcome. 

Good Morning NY from CA.  Smiling.

Having the model name of the system helps enormously.

Product Home Page

X7U12UA — HP Pavilion x360 - 15-bk193ms

The first things noticed now that the information has been provided:

Product Introduced November 2016

At this writing, there are no Software and Driver updates listed for this system dated 2020. 

There were only four updates offered for the system for all of 2019. 

Short Version

• You do not need HPSA for Updates - there is naught for it to manage.  HPSA has never been mandatory.  You can ignore HPSA and stop fighting with it. 
• You do not need nor want HP Updates software - the program is retired.  When / If HP Updates shows up in Programs and Features, the software can be ignored or uninstalled.
• If the "HP Update" software is something else (not "HP Updates"): I cannot identify it.  What is it / Where is it installed / Where did you find it?
• Printer software is three years old (at this writing) - if you like, download and save a copy of the Full Feature Software installation package

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Longer Version

HPSA

 The use of HPSA has never been mandatory.  People all over the world choose to forego the use of "auto-install" updates software and instead manage updates manually.

Few / No Updates ...

The primary need (use) for the HPSA software is to monitor HP software and updates; there are not any longer new updates to track. 

Remaining benefits provided by the HP Support Assistant software are (in my opinion) likely outweighed by the sheer difficulty in trying to force the HPSA software onto an unwilling Operating System. 

HPSA provides a few bits of information in addition its ability to manage software updates.  For example, the Support Assistant provides the full model number, the serial number, and perhaps additional details along the bottom ribbon of the main menu.

Where else can one find this information?  If the system supports it, pressing FN and ESC together brings up the basic system information.  Clicking Advanced opens the full System Information software.  

Example

FN_ESC_System_Information_1

Lacking the FN-ESC setup, open System Information from the Control Panel:

Control Panel > icon view > Administrative Tools > System Information

There is a great deal of data  in System Information; the software provides the ability to Export the contents for the purpose of saving a "snapshot" of the system.

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HP Updates and Your Printer

Printer Product Homepage

HP OfficeJet Pro 6968 All-in-One Printer

I don't remember the exact timeframe - HP Updates is retired.  The software no longer provides any benefits for updating the printer software.  Unfortunately, HP Updates is still lurking in older printer software and can "come back" on occasion.  HP Updates is not harmful; the software simply no longer does anything useful.

Barring any unusual circumstances, the Full Feature Software for this printer is not likely to be updated again.

If you like, Download and Save the Full Feature /  Print and Scan software installation package to your computer.

Web Page:

HP OfficeJet Pro 6960 All-in-One Print and Scan Driver and Accessories

Type: Software

Version: 40.11

Operating Systems:Windows 10 (64-bit)

Release date:  Jul 28, 2017

File name:  OJ6960_Full_WebPack_40.11.1150.exe (164.7 MB)

The other print software recommended for use with Windows 10 is HP Smart for Windows; the application is available from the Windows Store.  If the software is ever updated to a new version, it will auto update or you can uninstall the existing application from Settings > Apps > Apps and Features before downloading and installing the app from the Store.

HP Smart for Windows

HP Smart is an application available from the Windows Store.

Learn how to use HP Smart on your Windows 10 computer.

Open the Software and Drivers Support Website for your printer > Check the Box Get the App

OR

HP Printers - Using the HP Smart App (Windows 10)

NOTE:  Website includes the HP Smart software for Windows and Mobile devices, plus an FAQ section to assist with questions / issues

Additional Information - FYI only

Mobile Printing – Options, How-to, Help, and Information

Print from your Android, iOS, or Amazon Fire device with the HP Mobile printing app.

Read this document first - List of printers and supported applications

 HP Printers - Mobile Printing Solutions Compatible with HP Printers

“Print Anywhere App” Supported on Select Printers

  HP Printers - Print Anywhere with the HP Smart App

HP Smart - iOS and Android - Download, How-to. Videos, and FAQ

 HP Printers - Using the HP Smart App (Android, Apple iOS)

HP Smart – “Quick View” Reference Sheet

HP Smart – Quick Reference Guide

HP Mobile Printing – “Show and Tell” – Step by Step How-to

Learn how to connect and use your printer with your device

HP Mobile Printing - Print from Smart phone or Tablet

HP printers and Android smartphones or tablets.

NOTE: Printing with a USB OTG cable is not supported from an Apple or Windows 10 Mobile device.

HP Printers - Printing With a USB OTG Cable (Android)

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Thank you for participating in the HP Community Forum.

We are a world community of volunteers dedicated to supporting HP technology

[Anny_NY]

You are awesome Dragon-Fur! A thousand thank yous. Stay safe, stay well!! 🙂 🙂