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

This document pertains to HP and Compaq computers with Windows 10, 8, and 7.
HP Support Assistant is a software program designed to help you keep your computer in working order, prevent potential problems from arising, and resolve problems quickly and easily. The program also provides valuable system information that you need when troubleshooting computer problems.
This document describes how to use the HP Support Assistant software to learn more about your computer and keep it running smoothly.
Downloading and installing the latest version of HP Support Assistant
Before using the HP Support Assistant, be sure you are using the latest version. If you do not have the latest version, or you are experiencing problems with HP Support Assistant, see HP Self-Support Options (in English).
Opening HP Support Assistant
In Windows, search for and open HP Support Assistant.
The first time you open HP Support Assistant, a Welcome to HP Support Assistant window opens.
Figure : Welcome to HP Support Assistant window
 Welcome to HP Support Assistant window
The welcome window displays various default settings. For more information about settings, see Changing HP Support Assistant settings in this document.
Click Next to open the My devices window.
The My devices window contains a My PC box and an Add a device box.
Figure : My devices window
My devices window
  • The My PC box displays your computer name, serial number, product number, and your warranty status.
    If you click the My PC box, the My PC window opens.
    The My PC window contains tabs linking to computer categories. Clicking a category tab opens information, such as the status, settings, and troubleshooting, for the category you select.
    Figure : My PC window
     My PC window
  • If you click the Add a device box, HP Support Assistant detects new devices on your computer, and then adds those devices to HP Support Assistant. For more information, see Adding a device to HP Support Assistant in this document.
Changing HP Support Assistant settings
To open the Settings window, click Settings at the top of the HP Support Assistant window.
Figure : Settings windows
 Settings window
From the Settings window, you can change HP Support Assistant settings.
Adding a device to HP Support Assistant
HP Support Assistant can detect devices connected to your computer or on your network, and add the found devices to HP Support Assistant.
Use the following steps to add a new device to HP Support Assistant.
  1. To open the My devices window, click My devices on the top of the HP Support Assistant window.
    Figure : My devices window
    My devices window
  2. Click the Add a device box, then select Detect my device. HP Support Assistant searches for devices and then displays a Select your device window.
    Figure : Select your device window
    Select your device window
  3. Click the device that you want to add. A Name your device window opens.
    Figure : Name your device window
    Name your device window
  4. Type a name for the device, then click Add to my devices. A Congratulations! message displays.
    Figure : Congratulations! window
    Congratulations! window
    • If you want to scan for updates and messages, click Scan for updates and messages.
    • If you want to finish without scanning, click Finish without scanning.
    • If you want to add another device, click Add another device.
    The device you added displays in the My devices window. From this window, you can open updates and messages about that device. For more information, see Checking for HP updates and Checking for HP messages in this document.
    Figure : New device displays My devices window
    New device displays in My devices window
Checking for HP updates
Use the following steps to check for HP updates.
  1. Click My devices on the top of the HP Support Assistant window, then click Updates in the My PC box.
    Figure : Updates in the My PC box
    The Updates window opens.
  2. If HP Support Assistant detects updates, the updates display in the Updates available window.
    Figure : Updates window
     Updates window
  3. To check for recent updates, click Check for updates and messages.
    HP Support Assistant connects to the HP servers and performs the following actions:
    • Downloads messages and updates
    • Gathers configuration information
    • Analyzes your computer system
    • Prepares an action list
    If HP Support Assistant finds updates, they display in the Updates available window.
    Figure : Updates available window
    Updates available window
    • To postpone or delete a current update, use the following steps.
      1. Next to the message you want to postpone, click Remind me.
      2. Select Tomorrow, One week, or One month, depending on when you want to be reminded.
    • To delete an update, click next to the update.
    • To install the update now, click the Install now icon () next to the update.
    • To review completed and postponed actions, scroll to the Action log section.
Checking for HP messages
Use the following steps to check for HP messages.
Click My devices on the top of the HP Support Assistant window, then click Messages in the My PC box.
Figure : Messages in the My PC box
Messages in the My PC box
The Messages window opens.
Figure : Messages window
Messages window
  • To postpone or delete a current message, use the following steps.
    1. Next to the message you want to postpone, click Remind me.
    2. Select Tomorrow, One week, or One month, depending on when you want to be reminded.
      To delete a message, click next to the message.
  • To check for recent updates, click Check for updates and messages.
    HP Support Assistant connects to the HP servers and performs the following actions:
    • Downloads messages and updates
    • Gathers configuration information
    • Analyzes your computer system
    • Prepares an action list
    Any available messages appear in the messages window.
  • To review completed and postponed actions, scroll to the Action log section.
Specifications category
To view the specifications for your computer, do the following:
From the My devices window, click the My PC box, then click the Specifications tab.
Figure : My PC box
My PC box
Figure : Specifications tab
Specifications tab
The Specifications window opens. A list of your computer specifications displays on the left side of the window.
 note:
Specifications vary depending on your computer components.
Figure : Example: Specifications window
Example: Specifications window
To open diagnostic or troubleshooting tools related to a specification item, on the right side of the window, click the tool you want to use.
Storage category
The Storage category provides specifications and resources related to the hard drives, optical drives (CD and DVD drives), and flash media. Use the following steps to open the Storage category.
  1. Click the My PC box in the My Devices window.
    Figure : My PC box
    My PC box
  2. Click the Storage tab.
    Figure : Storage tab
    Storage tab
    The Storage window opens.
    Figure : Storage window
     Storage window
    • To troubleshoot storage issues, click Storage Issue Troubleshooting. The HP Storage Issues Troubleshooting tool opens. Follow the onscreen instructions to use this tool.
    • To manage your disk, click Disk Management. The Disk Management tool opens. Follow the onscreen instructions to use this tool.
    • To perform a Microsoft System Restore, click Microsoft System Restore. The System Restore tool opens. Follow the onscreen instructions to use this tool.
    • To defragment your hard drive, click Disk Defragmenter. An Optimize Drives tool opens. Follow the onscreen instructions to use this tool.
Warranty and services category
To view warranty and services information, click My PC in the My devices window, then click the Warranty and services tab.
Figure : My PC box
My PC box
Figure : Warranty and services tab
Warranty and services tab
The Warranty and services window opens.
Figure : Warranty and services window
 Warranty and services window
The Warranty and services window displays the date that HP Support Assistant last checked your warranty status. Click Check warranty now to update your status information.
 note:
Warranty status can only be refreshed once a day.
Accessories category
The Accessories category provides information and resources for keyboards, mice, touchpads, and other peripherals.
To open the Accessories category, click My PC in the My devices window, then click the Accessories tab.
Figure : My PC box
My PC box
Figure : Accessories tab
Accessories tab
The Accessories window opens.
Figure : Accessories window
 Accessories window
The Accessories section displays a list of peripherals that are connected to your computer.
The Keyboard and mouse section displays a list of keyboard and mouse accessories connected to your computer.
  • To troubleshoot keyboard and mouse problems, click Keyboard and Mouse Troubleshooting on the right side of the window. An Input Devices Troubleshooting window opens. Follow the onscreen instructions to use this tool.
  • To change the settings for your mouse or touchpad, click Pointing Device (mouse/touchpad) settings. A Mouse Properties window opens.
Internet and security category
The Internet and security category provides security settings, the status of your Internet connections, and browser information.
To open the Internet and services category, click My PC in the My devices window, then click the Internet and security tab.
Figure : My PC box
My PC box
Figure : Internet and security tab
Internet and security tab
The Internet and security window opens.
Figure : Internet and security window
Internet and security window
Security
The Security section displays a list of security features and the settings for each feature.
To change the security settings, click Security Center settings on the right side of the window. Then, in the Security section, click Change settings and follow the onscreen instructions.
Windows security settings
The Windows security settings section displays a list of security features and the settings for each feature. If HP Support Assistant detects a security risk, a notification symbol () displays below the feature.
To change update settings, click Windows Update settings on the right side of the window. A Windows update window opens. Click Change settings, then complete the onscreen instructions.
To change User Account Control settings, use the following steps.
  1. Click User Account settings on the right side of the window. A Make changes to your user account window opens.
  2. Click Change User Account Control settings. A Choose when to be notified about changes to your computer window opens.
  3. Click the slider bar to change the notification setting, then click OK.
    Figure : Notification setting
    Notification setting
Browsers
The Browsers section displays a list of browsers installed on your computer.
Diagnostics and tools category
The Diagnostics and tools category provides links to several tools that you can use to troubleshoot hardware, software, operating system, and performance problems.
To open the Diagnostics and tools category, click My PC in the My devices window, then click the Diagnostics and tools tab.
Figure : My PC box
My PC box
Figure : Diagnostics and tools tab
Diagnostics and tools tab
The Diagnostics and tools window opens.
Figure : Diagnostics and tools window
Diagnostics and tools window
From this window, you can select the troubleshooting tool you need.
  • To check the battery, click HP Battery Check. The battery test runs. When the test is complete, a Results window opens.
    Figure : Results window
    Results window
  • To troubleshoot video issues, click Display Issue Troubleshooting. A Display Issues Troubleshooting window opens. Select the product you are using, then follow the onscreen instructions to use this tool.
  • To troubleshoot your operating system, click Operating System Troubleshooting. An OS Issues Troubleshooting window opens. Follow the onscreen instructions to use this tool.
  • To troubleshoot storage issues, click Storage Issue Troubleshooting. The Storage Issues Troubleshooting tool opens. Follow the onscreen instructions to use this tool.
  • To troubleshoot network issues, click HP Network Check on the right side of the window. A Welcome to HP Network Check window opens. Follow the onscreen instructions to complete the network test.
  • To troubleshoot keyboard and mouse problems, click Keyboard and Mouse Troubleshooting on the right side of the window. An Input Devices Troubleshooting window opens. Follow the onscreen instructions to use this tool.
  • To troubleshoot performance and lockup issues, click Performance and Lock Issue Troubleshoot. A Performance and Lockup Issues Troubleshooting window opens. Follow the onscreen instructions to use this tool.
  • To troubleshoot software that was bundled on your computer, click Bundled software Troubleshooting. A Bundled software Troubleshooting window opens. Follow the onscreen instructions to use this tool.
  • To troubleshoot power issues that occur when your computer starts, click No Power or Boot Troubleshooting. A No Power or Boot Troubleshooting window opens. Follow the onscreen instructions to use this tool.
  • To troubleshoot sound issues, click Sound Issue Troubleshooting. A Sound Issues Troubleshooting windows opens. Follow the onscreen instructions to use this tool.
Contacting HP technical support
Use the following steps to get HP technical support.
 note:
If the warranty for your computer or other HP device is expired, HP Support Assistant does not provide an HP contact phone number.
  1. Click Support at the top of the HP Support Assistant window. The HP Support window opens.
    Figure : HP Support window
    HP Support window
  2. Next to Select your location, make sure the location is correct. To change the location, click the location name, then select the correct location from the Location window.
  3. To get support for your computer, click the My PC box.
    To get support for another device, such as a printer, click the box that contains the device name.
    A support window opens.
    Figure : Support window
    Support window
     note:
    If the warranty for your computer or other HP device is expired, only the Diagnostics and tools tool displays in the Support resources section.
    • To view HP messages, click Recommended updates in the Support resources section. The Updates window opens.
    • To view a list of diagnostics and troubleshooting tools, click Diagnostics and tools. The Diagnostics and tools window opens.
    • To connect with HP customers and experts to get more information about the issue, click HP Support Forums.
    • To get phone access to HP Support, click HP SmartFriend Assistance. The HP Services website opens.
       note:
      HP SmartFriend is a subscription-based service.
    • To open the HP Product Support website for your computer model, click HP Product Support Center. The support website for your computer model opens.
  4. To get a local telephone number, operating hours, and other information about technical support, click Call HP in the Contact HP support section.

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