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HP Support Assistant Has Stopped Working

Anonymous
2013-05-18T21:14:52+00:00

Hi

Hopefully someone from Microsoft Community can help me with this particular problem I am having:

My PC is a HP Pavilion dm4-2180us with Windows 7 (64-bit) Home Premium operating system. HP Support Assistant has totally stopped working on this PC.  I keep getting the following message: "HP Support Assistant Has Stopped Working; a problem caused the program to stop working correctly. WINDOWS will close the program and will notify you if a solution is available".

I have discussed this problem with HP Support Forum & done everything they suggested several times but nothing has worked. I have even gone so far as to use HP Recovery Manager to reinstall the original version (6.something) of HP Support Assistant that was on PC when I purchased it.  That version worked for a while until it automatically updated to the latest version which is 7.0.39.15.  The minute I tried to open that version it failed.  I have uninstalled/installed HPSA so many times I have lost count.

Does anyone have any good suggestions? Windows never notifys of a solution. It just seems that the latest version will absolutely not work on my system. Any & all help is appreciated.

Thanks

cliff1414

Windows for home | Previous Windows versions | Apps

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  1. Anonymous
    2013-07-30T02:19:03+00:00

    I tried all of the methods found in this and other threads and none of them worked for me.  I was then tempted to try the following which got my HP Support Assistant working again.  This should be a clue that HP changed or forgot to change something in an update.

    1. Go to Start>All Programs>HP Help and Support
    2. Right-Click HP Support Assistant> Click on "Properties"
    3. Click on Compatibility Tab> Tick the box labeled "Run this program as an administrator"
    4. Click Apply, then OK
    5. Launch HP Support Assistant

    It should now launch normally.  I confirmed unticking the box breaks HP Support Assistant.

    Hope this helps,

    Ernesto Carrillo Jr

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  1. Anonymous
    2013-05-23T10:46:08+00:00

    Hi Cliff,

    Thank you for the reply.

    I would suggest you to try the steps in the article and check if it helps.

    Troubleshooting HP Support Assistant (Windows 7)

    http://h10025.www1.hp.com/ewfrf/wc/document?cc=us&lc=en&dlc=en&docname=c02435801

    Hope this information helps. Reply to the post with updated status of the issue to assist you further.

    7 people found this answer helpful.
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  1. Anonymous
    2016-04-01T15:53:49+00:00

    I thought I had found the solution by going to HP's web site and downloading the newest updated HPSA directly from the official website. This DOES correct the problem, TEMPORARILY, I have found. The Support Assistant will work correctly for maybe a day or 2, then the process has to be repeated.  I have done this procedure over 20 times and have contacted HP with this issue, but have not had any response, now my warranty has expired. My "fix" is never to buy HP again, EVER!

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  2. Anonymous
    2013-05-20T17:23:06+00:00

    Hi Geethu B

    Thanks for your very prompt reply.  I did everything you suggested step by step; however, after reinstall HPSA still does not work.  Has same problem as I initially explained.

    I am going to add a little more info to further explain what I always get during reinstalling process.

    Overwrite Protection Message: The following file is already on your computer with question of "Do you want to overwrite this file?"  Options for answers are: Yes, Yes to all, No, No to all, or cancel.

    1. c:\swsetup\SP58915\Metro.xml
    2. c:\swsetup\SP58915\msinstaller.exe
    3. c:\swsetup\SP58915\setup.exe
    4. c:\swsetup\SP58915\Taskbar.txt
    5. c:\swsetup\SP58915\UninstallHPSA.exe

    It appears that the above files are not being removed during the uninstallation process.  Shouldn't they be removed during uninstall process?

    I always click on Yes to all to overwrite when reinstalling.

    After installation says it was successfully installed & I click on the icon to open the program, I get a screen that says Welcome to HP Support Assistant.  After filling out this screen & clicking NEXT, I get basically a blank screen with borders at top & bottom containg some words such as settings, about, refresh, etc.  Nothing in the middle.

    I can click on settings & immediately get the message: "HP Support Assistant Has Stopped Working; a problem caused the program to stop working correctly. WINDOWS will close the program and will notify you if a solution is available".

    Thus we are right back to square one as before.

    I have already queried HP Support Forums about the problem before coming to Microsoft, but nothing they suggest has worked either.  I was hoping the clean boot would clear up the problem but it did not.

    Any additional suggestions relative to the new info I provided?

    Thanks

    cliff1414

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  3. Anonymous
    2013-05-19T11:04:56+00:00

    Hi Cliff,

    This issue may occur if the software is not completely uninstalled and re-installed on the computer or if there is conflict between third party applications.

    I would suggest you to uninstall HP Support Assistant (HPSA) using Fixit and then try to install latest version from HP website in clean boot state.

    Step 1: Uninstall HPSA using Fixit.

    Fix problems with programs that can't be installed or uninstalled

    http://support.microsoft.com/mats/program_install_and_uninstall

    Step 2: Install latest version of HPSA from manufacturer website in clean boot state.

    To set the computer in clean boot state you may follow these steps.

    By setting your system in clean boot state helps in identifying if any third party applications or startup items are causing the issue.

    How to troubleshoot a problem by performing a clean boot in Windows Vista or in Windows 7:

    http://support.microsoft.com/kb/929135

    Note: After clean boot troubleshooting step, follow the section "How to reset the computer to start as usual after troubleshooting with clean boot" in the provided link to return your computer to Normal startup mode.

    Now install latest version of HPSA from manufacturer website.

    Refer to the link to install latest version of HPSA:

    http://h18021.www1.hp.com/helpandsupport/hp-support-assistant.html

    If the issue persists, I would suggest you to post the query in HP Support Forums for further assistance.

    http://h30434.www3.hp.com/

    Hope this information helps. Reply to the post with updated status of the issue to assist you further.

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