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

This document applies to HP computers and tablets with HP Support Assistant and Windows 10 or Windows 8.
HP Support Assistant helps optimize computer performance and resolve problems using diagnostic tools and utilities. HP Support Assistant provides an access point for software updates, product information, online classes, as well as HP contact information.
Resolve most HP Support Assistant issues by downloading and installing the latest version of HP Support Assistant from the HP Support Assistant website. Use the information in this document to troubleshoot specific HP Support Assistant issues.
 note:
The images in this document might vary slightly depending on your model.
Exclamation mark on HP Support Assistant icon
If you see an exclamation mark on the HP Support Assistant icon in the taskbar, it means there are updates or messages that need your attention. To download and install these updates and read these messages, use the following steps.
 note:
Not all updates are necessary; some are simply recommended. You do not have to download and install all updates, however, if you do not, the exclamation mark will continue to show on the HP Support Assistant icon.
  1. To open HP Support Assistant, double-click the HP Support Assistant icon .
     note:
    The image you see might vary slightly depending on your model.
  2. Click My devices to see My PC. In this box, there are two options, Updates and Messages at the bottom, both of which could require attention (you know attention is required if you see an exclamation mark).
    Figure : My PC
    My PC with Updates and Messages highlighted
  3. If it has an exclamation mark next to it, click Updates. If there is no exclamation mark next to Updates, skip to step 6.
  4. From the Updates available section, check the boxes for all the updates, then click Download and install.
    Figure : Updates available
    Downloading and installing available updates
  5. Follow any on-screen instructions.
  6. If it has an exclamation mark next to it, click Messages.
  7. In the Messages are available screen, click into the messages to read them, then, when you are finished, click the to the right of each to delete it.
    Figure : Messages are available
    Deleting available messages
  8. Restart your computer.
    The exclamation mark should be gone.
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 HP Support Assistant 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 HP Support Assistant
      Image of the Uninstall screen from the Control Panel with HP Support Assistant highlighted.
       note:
      If HP Support Assistant is not listed or does not uninstall correctly, install the latest HP Support Assistant version without uninstalling the old version. After HP Support Assistant is installed and working, repeat the uninstall steps.
    3. Click Yes on the Programs and Features screen to confirm 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.
  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 HP Support Assistant 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 HP Support Assistant 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 HP Support Assistant 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 HP Support Assistant.
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 HP Support Assistant.
  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 HP Support Assistant is working correctly, you are done. Turn on the antivirus and firewall software.
    If HP Support Assistant 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 HP Support Assistant
      Image of the Uninstall screen from the Control Panel with HP Support Assistant highlighted.
       note:
      If HP Support Assistant is not listed or does not uninstall correctly, install the latest HP Support Assistant version without uninstalling the old version. After HP Support Assistant 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 HP Support Assistant 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 HP Support Assistant is working correctly, you are done.
Cannot open HP Support Assistant
If HP Assistant does not open, use the following steps to restore your computer to a previous date when HP Support Assistant opened properly.
  1. In Windows, search for and open Run.
  2. Type RSTRUI.EXE, then press Enter.
    A Restore system files and settings window opens.
    Figure : Restore system files and settings window
    Restore system files and settings window
    Click Next.
  3. In the Date and Time column, select a date when HP Support Assistant opened properly.
    Figure : Selecting a Date and Time
    Selecting a Date and Time
    Click Next.
  4. Confirm you restore point date, then click Finish.
    Figure : Clicking Finish
    Click Finish
    The next time you click the HP Support Assistant icon , HP Support Assistant will open.
For more information about system restore, see Using Microsoft System Restore (Windows 10, 8) (in English).
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 HP Support Assistant. If you want to uninstall HP Support Assistant 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 HP Support Assistant performs tasks (refer to HP Support Assistant interrupts games, movies, or TV). If you still want to uninstall HP Support Assistant 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 HP Support Assistant
    Image of the Uninstall screen from the Control Panel with HP Support Assistant 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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