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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c03371733

Version: 1

HP Notebook PCs - HP Connection Manager Stops Responding After Install or Upgrade

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 13-Jun-2012

Last updated : 13-Jun-2012

DESCRIPTION
After installing HP Connection Mananger (v3.x or v4.0 and later) on a notebook that already has HP Wireless Assistant, the newly installed HPCM stops responding when the program splash screen appears.

SCOPE
Compaq 320 Notebook PC
Compaq 325 Notebook PC
Compaq 420 Notebook PC
Compaq 421 Notebook PC
Compaq 510 Notebook PC
Compaq 511 Notebook PC
Compaq 610 Notebook PC
Compaq 615 Notebook PC
Compaq 620 Notebook PC
HP 420 Notebook PC
HP 421 Notebook PC
HP 425 Notebook PC
HP 620 Notebook PC
HP 625 Notebook PC
HP 635 Notebook PC
HP EliteBook 2540p Notebook PC
HP EliteBook 2740p Tablet PC
HP Mini 5101
HP Mini 5101
HP Mini 5102
HP ProBook 4310s Notebook PC
HP ProBook 4310s Notebook PC
HP ProBook 4310s Notebook PC
HP ProBook 4310s Notebook PC
HP ProBook 4311s Notebook PC
HP ProBook 4320s Notebook PC
HP ProBook 4321s Notebook PC
HP ProBook 4410s Notebook PC
HP ProBook 4410s Notebook PC
HP ProBook 4411s Notebook PC
HP ProBook 4415s Notebook PC
HP ProBook 4415s Notebook PC
HP ProBook 4416s Notebook PC
HP ProBook 4420s Notebook PC
HP ProBook 4510s Notebook PC
HP ProBook 4515s Notebook PC
HP ProBook 4515s Notebook PC
HP ProBook 4525s Notebook PC
HP ProBook 4710s Notebook PC
HP ProBook 4710s Notebook PC
HP ProBook 4710s Notebook PC
HP ProBook 5220m Notebook PC
HP ProBook 5310m Notebook PC
HP ProBook 5310m Notebook PC
HP ProBook 5320m Notebook PC
HP ProBook 6440b Notebook PC
HP ProBook 6445b Notebook PC
HP ProBook 6450b Notebook PC
HP ProBook 6455b Notebook PC
HP ProBook 6540b Notebook PC
HP ProBook 6545b Notebook PC
HP ProBook 6550b Notebook PC
HP ProBook 6555b Notebook PC
HP Slate 500 Tablet PC
RESOLUTION
To resolve this issue, do the following:
  1. Click Start, type remove, then select Add or remove programs from the search results list.
  2. Select HP Wireless Assistant, then click Uninstall.
  3. After uninstalling HP Wireless Assistant, restart the notebook.
  4. When the notebook restarts, install HP Connection Manager.
The reason HP Wireless Assistant (HPWA) must be uninstalled is because it uses an older version of the HP Software Framework which HP Connection Manager (HPCM) is not allowed to replace. When HPCM tries run using the older software framework, it encounters an error and stops responding.
Removing HPWA first allows HPCM to successfully install all of its required components.

Hardware platforms affected : Compaq 320 Notebook PC, Compaq 325 Notebook PC, Compaq 420 Notebook PC, Compaq 421 Notebook PC, Compaq 510 Notebook PC, Compaq 511 Notebook PC, Compaq 610 Notebook PC, Compaq 615 Notebook PC, Compaq 620 Notebook PC, HP 420 Notebook PC, HP 421 Notebook PC, HP 425 Notebook PC, HP 620 Notebook PC, HP 625 Notebook PC, HP 635 Notebook PC, HP EliteBook 2540p Notebook PC, HP EliteBook 2740p Tablet PC, HP Mini 5101, HP Mini 5102, HP ProBook 4310s Notebook PC, HP ProBook 4311s Notebook PC, HP ProBook 4320s Notebook PC, HP ProBook 4321s Notebook PC, HP ProBook 4410s Notebook PC, HP ProBook 4411s Notebook PC, HP ProBook 4415s Notebook PC, HP ProBook 4416s Notebook PC, HP ProBook 4420s Notebook PC, HP ProBook 4510s Notebook PC, HP ProBook 4515s Notebook PC, HP ProBook 4525s Notebook PC, HP ProBook 4710s Notebook PC, HP ProBook 5220m Notebook PC, HP ProBook 5310m Notebook PC, HP ProBook 5320m Notebook PC, HP ProBook 6440b Notebook PC, HP ProBook 6445b Notebook PC, HP ProBook 6450b Notebook PC, HP ProBook 6455b Notebook PC, HP ProBook 6540b Notebook PC, HP ProBook 6545b Notebook PC, HP ProBook 6550b Notebook PC, HP ProBook 6555b Notebook PC, HP Slate 500 Tablet PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA03371039

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restorationThe information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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