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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.
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 you want to uninstall HPSA.
      Figure : Uninstall confirmation
      Image of the confirmation screen for an uninstall.
    4. Restart your computer to complete the process.
  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 completes, click Run, then follow the onscreen instructions.
      This might take a few minutes to complete.
    4. When the installation completes, select Yes, then click Finish to restart the system.
      Once the system restarts the HP Support Assistant icon displays on the task bar.
    5. Click the HP Support Assistant icon to open the application.
    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 Edit power plan.
  2. Click Change advanced power settings.
    Figure : Edit Plan Settings
    Image of the Edit Plan Settings window
  3. Click the plus (+) symbol next to Sleep, then click the plus (+) symbol next to Allow wake timers .
    • Notebook PCs: Click the drop-down menu next to On battery, then select Disable.
      Also, click the drop-down menu next to Plugged in, then 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, then select Disable.
      Figure : Advanced power settings (Desktop PCs)
      Image of the Power Options Advanced settings window (desktop PCs).
  4. 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 day and time that HP Support Assistant checks for updates to a time when the computer is on, but not being used by someone.
  1. Open HP Support Assistant and click Settings in the top right of the window.
  2. Under Next HP updates and messages are scheduled for: set the Day of the week: and Timing: options to a day and time you want to receive updates and messages from HP Support Assistant.
    Figure : Change Updates and messages schedule
    HP Support Assistant showing updates and messages schedule
  3. Click Save.
    HP Support Assistant checks for updates only during the day and time selected.
Preventing HP Support Assistant from opening automatically
HP Support Assistant downloads messages and updates, gathers configuration information, analyzes your computer system, and prepares an action list, automatically. To turn off HP Support Assistant, follow these steps:
 caution:
If you disable the automatic function, you should manually run HP Support Assistant on a weekly basis to keep your computer running efficiently.
  1. In Windows, search for and open Task Scheduler.
  2. On the left panel, double-click Task Scheduler Library
    Figure : Task Scheduler Library
    Task Scheduler Library
  3. Double-click Hewlett-Packard, then select HP Support Assistant.
    A list of tasks for HP Support Assistant displays in the top center panel.
  4. Select HP Support Assistant Quick Start in the top center panel.
  5. On the right panel, click Selected Item to expand the section, then select Disable.
    Figure : HP Support Assistant enabled
    HP Support Assistant enabled
    The selected task shows as disabled in the top center panel, and no longer opens automatically.
    Figure : HP Support Assistant disabled
    HP Support Assistant disabled
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.
  3. Download and install the latest version of HPSA.
  4. Restart the computer to complete the installation process.
    When the system restart is complete, the HP Support Assistant icon displays on the task bar.
  5. Click the HP Support Assistant icon to open the application.
    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.
  6. 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 Uninstall .
      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
      Confirmation screen for uninstall HP Support Assistant.
  7. 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 completes, click Run, then follow the on-screen instructions. This might take a few minutes to complete.
    4. When the installation completes, select Yes, then click Finish to restart the system.
    5. Once the system restarts, the HP Support Assistant icon displays on the task bar. Click the icon to open the application.
      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 (refer to Preventing HP Support Assistant from opening automatically) or adjust the time HPSA performs tasks (refer to HP Support Assistant interrupts games, movies, or TV). 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 Uninstall .
    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 you want to uninstall HP Support Assistant.
    Figure : Uninstall confirmation
    Confirmation screen to uninstall HP Support Assistant.
  4. Restart your computer to complete the process.

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