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HP PCs - Troubleshooting HP Support Assistant (Windows 10, 8)

This document applies to HP computers with HP Support Assistant and Windows 10 or Windows 8.
HP Support Assistant (HPSA) helps optimize computer performance and resolve problems using diagnostic tools and utilities. HPSA provides an access point for software updates, product information, online classes, as well as HP contact information. For more information about using HPSA, go to the HP Support Assistant website.
Resolve most HPSA issues by downloading and installing the latest version of HPSA from the HP Support Assistant website. Use the information in this document to troubleshoot specific HPSA issues.
Error: HPSF.exe has stopped working
An error message opens stating that HPSF.exe has stopped working.
Figure : Error message
Image of the error message.
To correct this error, uninstall HP Support Assistant, then install the latest version from the HP Support Assistant website:
  1. Uninstall the HPSA using the following steps:
    1. In Windows, search for and open change or remove a program.
    2. On the Programs and Features window, select HP Support Assistant, then click the Uninstall button.
      Figure : Uninstall HPSA
      Image of the Uninstall screen from the Control Panel with HPSA highlighted.
       note:
      If HP Support Assistant is not listed or does not uninstall correctly, install the latest HPSA version without uninstalling the old version. After HPSA is installed and working, repeat the uninstall steps.
    3. Click Yes on the Programs and Features screen to confirm that you want to uninstall HPSA. Restart your computer to complete the process.
      Figure : Uninstall confirmation
      Image of the confirmation screen for an uninstall.
  2. When the uninstall process is complete, open a web browser and go to the HP Support Assistant website.
    Follow these steps to download HP Support Assistant:
    1. Under Download HP Support Assistant, select the notebook or desktop link, depending on which type of computer you have.
      Figure : HP Support Assistant website
      Image of the HPSA webpage.
    2. When the download bar displays at the bottom of the screen, click Save.
    3. When the download has completed, click Run, then follow the onscreen instructions. This might take a few minutes to complete.
    4. When the installation is complete, select Yes, then click Finish to restart the system.
    5. When the system restart is complete, the HP Support Assistant icon displays on the desktop. Click the icon to open the application.
      Figure : HP Support Assistant icon
      Image of the HP Support Assistant icon.
    If HPSA is working correctly, you are done.
Cannot update HP Support Assistant
If you are having problems updating HP Support Assistant, download and install the latest version of HPSA from the HP Support Assistant website.
If problems persist, make sure your Internet access is working correctly (that is, you can browse the Internet and view webpages), and the installed security software (firewall) is not blocking the updates to HPSA.
HP Support Assistant wakes the computer from sleep mode
HP Support Assistant health analysis or tune-up might cause the computer to wake from sleep mode. Follow these steps to stop all programs from waking the computer, or refer to Preventing HP Support Assistant from Opening Automatically.
 caution:
Disabling wake timers prevents all programs from waking the computer, including preventing Windows Media Center from waking the computer for scheduled TV recordings.
  1. In Windows, search for and open Power Options.
  2. On the Power Options window, click the Change plan settings link next to the current power plan.
    Figure : Power Options
    Image of the Power Options window.
  3. Click Change advanced power settings.
    Figure : Edit Plan Settings
    Image of the Edit Plan Settings window
  4. Click the plus sign (+) next to Sleep, and next to Allow wake timers.
    • Notebook PCs: Click the drop-down menu next to On battery and select Disable. Click the drop-down menu next to Plugged in and select Disable.
      Figure : Advanced power settings (Notebook PCs)
      Image of the Power Options Advanced settings window (notebook PCs).
    • Desktop PCs: Click the drop-down menu next to Settings and select Disable.
      Figure : Advanced power settings (Desktop PCs)
      Image of the Power Options Advanced settings window (desktop PCs).
  5. Click Apply, then click OK.
HP Support Assistant interrupts games, movies, or TV
To prevent HP Support Assistant from interrupting video games, movies, or other activities, set the time that HP Support Assistant checks for updates to a time when the computer is on, but not being used by someone.
 caution:
Disabling wake timers prevents all programs from waking the computer, including preventing Windows Media Center from waking the computer for scheduled TV recordings.
  1. Open HP Support Assistant and click Settings in the upper-right area of the window.
  2. Under Change tune-up schedule, select Never from the Frequency drop-down list.
    Figure : Change tune-up schedule - Never
    Image of HP Support Assistant with Change tune-up schedule selected.
  3. Click Save.
    HP Support Assistant no longer interrupts games, movies, or TV.
Preventing HP Support Assistant from opening automatically
HP Support Assistant checks the health of the computer and performs system tune-ups automatically. To turn off the automatic health analysis and tune-up, follow these steps:
 caution:
If you prevent HP Support Assistant from opening automatically, it is important to manually run Health Analysis and tune-up. HP recommends running Health Analysis once a week and tune-up once a month.
  1. Open HP Support Assistant and click the Settings button.
  2. Under Change tune-up schedule, select Never from the Frequency drop-down list.
    Figure : Change tune-up schedule - Never
    Image of HP Support Assistant with Change tune-up schedule set to Never selected.
  3. Click Save.
    HP Support Assistant no longer opens automatically.
HP Support Assistant is stuck "gathering information"
If Gathering information keeps displaying at the top of the window and the Product Name, Serial Number and Product Number are always loading, a different version of HP Support Assistant can resolve the issue. Follow these steps to fix the problem:
  1. Turn off antivirus software and the firewall.
  2. Go to the HP Customer Support website and enter your product number to find an updated version of HP Support Assistant for your computer. Download and install the latest version of HPSA. Restart the computer to complete the installation process.
  3. When the system restart is complete, the HP Support Assistant icon displays on the desktop. Click the icon to open the application.
    Figure : HP Support Assistant icon
    Image of the HP Support Assistant icon.
    If HPSA is working correctly, you are done. Turn on the antivirus and firewall software.
    If HPSA is still stuck gathering information, continue with the remaining steps.
  4. Uninstall HP Support Assistant.
    1. In Windows, search for an open Uninstall a program.
    2. On the Programs and Features window, select HP Support Assistant, then click the Uninstall button.
      Figure : Uninstall HPSA
      Image of the Uninstall screen from the Control Panel with HPSA highlighted.
       note:
      If HP Support Assistant is not listed or does not uninstall correctly, install the latest HPSA version without uninstalling the old version. After HPSA is installed and working, repeat the uninstall steps.
    3. Click Yes on the Programs and Features screen to confirm that you want to uninstall HP Support Assistant. Restart your computer to complete the process.
      Figure : Uninstall confirmation
      Image of the confirmation screen for an uninstall.
  5. When the uninstall process is complete, click the Desktop tile on Start screen to go to the Windows desktop. Open a Web browser and go to the HP Support Assistant website. Follow these steps to download HP Support Assistant:
    1. Under Download HP Support Assistant, select the notebook or desktop link, depending on which type of computer you have.
      Figure : HP Support Assistant website
      Image of the HPSA webpage.
    2. When the download bar displays at the bottom of the screen, click Save.
    3. When the download has completed, click Run, then follow the onscreen instructions. This might take a few minutes to complete.
    4. When the installation is complete, select Yes, then click Finish to restart the system.
    5. When the system restart is complete, the HP Support Assistant icon displays on the desktop. Click the icon to open the application.
      Figure : HP Support Assistant icon
      Image of the HP Support Assistant icon.
  6. If HPSA is working correctly, you are done.
Uninstalling HP Support Assistant
The HP Support Assistant is recommended for all HP computers to assist with computer maintenance, software upgrades, troubleshooting problems, and many other options. HP does not recommend removing HPSA. If you want to uninstall HPSA because it opens automatically and interrupts other tasks on the computer, then a better alternative is to prevent it from starting automatically or adjusting the time HPSA performs tasks — both of these solutions are covered in other sections in this document. If you still want to uninstall HPSA or need to uninstall it for troubleshooting purposes, use the following steps:
  1. In Windows, search for an open Uninstall a program.
  2. On the Programs and Features window, select HP Support Assistant, then click the Uninstall button.
    Figure : Uninstall HPSA
    Image of the Uninstall screen from the Control Panel with HPSA highlighted.
  3. Click Yes on the Programs and Features screen to confirm that you want to uninstall HP Support Assistant.
    Figure : Uninstall confirmation
    Image of the confirmation screen for an uninstall.
  4. Restart your computer to complete the process.

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