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‎07-17-2021 10:16 AM

HP Recommended
Product: HP Notebook
Operating System: Microsoft Windows 10 (64-bit)

When I click the HP Support Assistant the Virtual Agent is greyed out and I can't click on messages. Nothing happens when I click on them. All other options will show a white box. It looks like it's trying to load but it becomes jittery. When I try to login with my account the Virtual Agent does light up but it still doesn't do anything when I click it.

Greyed and blanked boxesGreyed and blanked boxes

Windows 10  version 2004

I have the app version 9.7.536.0 of HP Support Assistant (it was preinstall on the laptop) and the HP Solutions Framework is version 12.16.22.11.

 

I figured I would have to uninstall it and reinstall both but I'm not sure if it'll break anything. I know I could install the one from the HP Assistant website but I'm not sure it'll mess up my laptop since it's a different version.

 

I know I don't have to use it but I would like to see a solution.

 

Thank you.

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