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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c07074200

Version: 1

HP Commercial Notebook PCs - 'This app is not compatible with this device.' message appears when downloading HP Sure View app

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 : 07-Apr-2021

Last updated : 07-Apr-2021

DESCRIPTION
HP Sure View app fails to download from the Microsoft Store. This occurs when HP Privacy Manager settings are installed manually on a "clean" or retail version of Windows operating system and a search for HP Sure View app is done.
The following message is displayed:
This app is not compatible with this device.
This app is not compatible with this device error message

SCOPE
The information in this document applies to the following:
Applications:
HP Sure View (Non version specific)
Computers:
  • HP Elite Dragonfly G2 Notebook PC series
  • HP EliteBook x360 1030 G7 Notebook PC series
  • HP EliteBook x360 1030 G8 Notebook PC series
  • HP EliteBook x360 1040 G7 Notebook PC series
  • HP EliteBook x360 1040 G8 Notebook PC series
  • HP EliteBook x360 830 G7 Notebook PC series
  • HP EliteBook x360 830 G8 Notebook PC series
  • HP ProBook x360 435 G7 Notebook PC series
  • HP EliteOne 800 G5 23.8-inch All-in-One series
Operating Systems:
  • Microsoft Windows 10 RS5 (Version 1809)
  • Microsoft Windows 10 RS4 (Version 1803)
  • Microsoft Windows 10 IoT (64-bit)
  • Microsoft Windows 10 20H2
  • Microsoft Windows 10 20H1 (Version 2004)
  • Microsoft Windows 10 19H2 (Version 1909)
  • Microsoft Windows 10 19H1 (Version 1903)
RESOLUTION
To resolve this issue, download and install the latest version of the HP Sure View app from HP Customer Support site. HP recommends downloading and reviewing README/Release Notes files before installing drivers, software and firmware.
  1. Go to HP Customer Support - Products.
  2. Enter your HP computer product name and model number.
  3. Click Find.
  4. Select Software Drivers and Firmware.
  5. Expand Software-Solutions.
  6. Select HP Sure View.
  7. Click the Download link.
    You get an option to use the Download and Install Assistant or download the file manually. After download completes, install HP Sure View.
  8. Locate the file within your browser window and double-click to start installation. You can also find the file in Downloads folder on your computer. HP recommends restarting your computer after installation.
note:
The Software-Solutions section of each platform will have the latest SoftPaq available for this application.

Hardware platforms affected : HP Elite Dragonfly G2 Notebook PC, HP Elite Dragonfly G2 Notebook PC IDS Base Model, HP EliteBook x360 1030 G7 Notebook PC, HP EliteBook x360 1030 G7 Notebook PC IDS Base Model, HP EliteBook x360 1030 G8 Notebook PC, HP EliteBook x360 1030 G8 Notebook PC IDS Base Model, HP EliteBook x360 1040 G7 Notebook PC, HP EliteBook x360 1040 G7 Notebook PC IDS Base Model, HP EliteBook x360 1040 G8 Notebook PC, HP EliteBook x360 1040 G8 Notebook PC IDS Base Model, HP EliteBook x360 830 G7 Notebook PC, HP EliteBook x360 830 G7 Notebook PC IDS Base Model, HP EliteBook x360 830 G8 Notebook PC, HP EliteBook x360 830 G8 Notebook PC IDS Base Model, HP EliteOne 800 G5 23.8-inch All-in-One, HP EliteOne 800 G5 23.8-inch All-in-One Remove2, HP ProBook x360 435 G7 Notebook PC, HP ProBook x360 435 G7 Notebook PC IDS Base Model, HP ProBook x360 435 G8 Notebook PC IDS Base Model

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA07074200

© Copyright 2023 HP Development Company, L.P.
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 restoration. The 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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