Jump to content

Troubleshooting HP Support Assistant (Windows 7)

  • PrintPrint
This document pertains to HP computers with HP Support Assistant.
HP Support Assistant (HPSA) 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. For more information about using HPSA, see HP Support Assistant .
NOTE:Most issues with can be resolved by downloading and installing the latest version of HPSA from the HP Support Assistant Web site.

Error: HPSF.exe has stopped working

An error opens stating that HPSF.exe has stopped working.
Figure 1: Error message
Image of the error message.
To correct this error, uninstall HP Support Assistant and then install the latest version from the HP Support Assistant Web site:
  1. Uninstall the HPSA using the following steps, or go to Uninstalling the HP Support Assistant .
    1. Click Start , and then click Control Panel .
    2. Under Programs , click Uninstall a program .
    3. Select HP Support Assistant , and then click Uninstall .
      Figure 2: Uninstall HPSA
      Image of the Uninstall screen from the Control Panel with HPSA highlighted.
      NOTE:If HP Support Assistant is not listed or does not uninstall correctly, install the latest HPSA version without uninstalling the old version. After HPSA is installed and working, repeat the uninstall steps.
    4. Click Yes on the next screen to confirm that you want to uninstall HPSA. Restart your computer to complete the process.
      Figure 3: Uninstall confirmation
      Image of the confimation screen for the uninstall.
  2. Download the latest version of HP Support Assistant.
    When the uninstall process is complete, go to HP Support Assistant and follow these steps.
    Under Download HP Support Assistant , select the notebook or desktop link for your computer.
    Figure 4: HP Support Assistant Web Site
    Image of the HPSA web page.
    Select Save and save the download file to your desktop.
    Select Run to begin the installation process, and then follow the onscreen instructions. This may take a few minutes to complete.
    When the installation is complete, select Yes , and then click Finish to restart the system.
    When the system Restart is complete, the HP Support Assistant icon is on the desktop. Click the icon to open the application.
    Figure 5: HP Support Assistant icon
    Image of the HP Support Assistant icon.
    If HPSA is working correctly, you are done.

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 HPSA can resolve the issue. Follow these steps to fix the problem:
Figure 6: Gathering information
Image of HPSA Gathering information
  1. Turn off antivirus software and the firewall.
  2. Go to the HP Consumer Support Web site and enter your product number to find an updated version of HPSA for your computer. Download and install the latest version of HPSA. A system Restart completes the installation process.
  3. When the system Restart is complete, the HP Support Assistant icon is on the desktop. Click the icon to open the application.
    Figure 7: HP Support Assistant icon
    Image of the HP Support Assistant icon.
    If HPSA is working correctly, you are done. Turn on the antivirus software and firewall.
    If HPSA is still stuck gathering information, continue with the remaining steps.
  4. Uninstall HP Support Assistant.
    1. Click Start , and then click Control Panel .
    2. Under Programs , click Uninstall a program .
    3. Select HP Support Assistant , and then click Uninstall .
      NOTE:If HPSA is not available in the Programs and Features window, continue with the next step to reinstall the original version of the program.
    4. Click Yes to uninstall HPSA.
  5. Reinstall the original version of HPSA that came with your computer.
    1. Click Start , click All Programs , click Recovery Manager , and then click Recovery Manager again.
      Figure 8: Recovery Manager
      Recovery Manager
    2. Click Software Program Reinstallation .
    3. On the Software Program Reinstallation welcome screen, click Next .
    4. Select HP Support Assistant , and then click Next .
    5. When the installation is complete, select Yes , and then click Finish to restart the system.
  6. When the computer restarts, click the HP Support Assistant icon on the desktop.
    If HPSA is working correctly, you are done. Turn on the antivirus software and firewall.
    If HPSA stops responding, perform a System Recovery to reset the computer to its original factory shipped state. Back up all important files and then do an HP System Recovery to recover HPSA.
    NOTE:A System Recovery deletes all files on the computer. It is important to back up important files before recovering your computer. This HP recovery process also contains a backup feature to back up your data.

Cannot update HP Support Assistant

If you are having problems updating HPSA, download and install the latest version of HPSA from the HP Support Assistant Web site.
If problems persist, make sure your Internet access is working correctly (that is, you can browse the Internet and view Web pages) and that the installed security software (firewall) is not blocking the updates to HPSA.

HP Support Assistant wakes the computer from sleep mode

HP Support Assistant health analysis or tune up may cause the computer to wake from sleep mode. Follow the steps in this section to stop all programs from waking the computer. Alternatively, you can go to Preventing HP Support Assistant from Opening Automatically .
  1. Click Start , Control Panel , System and Security , and then click Power Options .
    Figure 9: Power Options
    Power Options window
  2. Click Change plan settings next to the current power plan.
  3. Click Change advanced power settings .
    Figure 10: Edit Plan Settings
    Edit Plan Settings window
  4. Click the plus sign (+ ) next to Sleep , and then next to Allow wake timers .
    Figure 11: Advanced settings (desktop PC)
    Power Options Advanced settings window (desktop PC)
    Figure 12: Advanced settings (notebook PC)
    Power Options Advanced settings window (notebook PC)
  5. If you have a desktop PC, click the drop-down menu next to Setting and select Disable .
    If you have a notebook PC, click the drop-down menu next to On battery , and then select Disable . Click the drop-down menu next to Plugged in , and then select Disable .
  6. Click Apply , and then click OK .
    CAUTION:Disabling wake timers prevents all programs from waking the computer, including preventing Windows Media Center from waking the computer for scheduled TV recordings.

HP Support Assistant interrupts games, movies, or TV

To prevent HP Support Assistant from interrupting video games, movies, or other activities, set the time that HPSA checks for updates. Set the time for when the computer will be on, but no one is using it.
  1. Open HPSA and click the Settings button.
    Figure 13: Settings button
    HP Support Assistant, showing location of Settings button
  2. On the Health Analysis tab, select a frequency setting, the day of the week and the time that works best for your schedule. If you do not want to perform a health analysis, select Never from the Frequency menu (not recommended).
    Figure 14: Health Analysis tab
    Health Analysis tab
  3. Click Save .
  4. Click the Tune up tab, select a frequency setting, the day of the week and the time that works best for your schedule. If you do not want to perform a health analysis, select Never from the Frequency menu (not recommended).
    Figure 15: Tune up tab
    Tune up tab
  5. Click Save .
    HP Support Assistant no longer interrupts games, movies or TV.

Cannot reinstall HP Support Assistant version 5 using Software Program Reinstallation

The best solution is to install the latest version of HPSA from the HP Support Assistant Web site.
If you want to install and use HPSA version 5 but a Norton Internet Security displays the message SONAR detected security risk msiinstaller.exe , use the following steps to install HPSA:
Figure 16: Norton Internet Security SONAR message
Norton Internet Security SONAR message
  1. Go to the HP Consumer Support Web site and enter your product number to find an updated version of HPSA for your computer. Download and install the latest version of HPSA.
  2. When the installation is complete, open HP Support Assistant.
    If HPSA is working correctly, you are done.
    If HPSA did not install correctly, continue with these steps to remove HPSA and reinstall using Software Program Reinstallation.
  3. Uninstall HPSA.
    1. Click Start , and then click Control Panel .
    2. Under Programs , click Uninstall a program .
    3. Select HP Support Assistant , and then click Uninstall .
    4. Click Yes to uninstall HP Support Assistant.
  4. Temporarily turn off Norton Internet Security SONAR protection.
    1. Click Start , click All Programs , click Norton Internet Security , and then click Norton Internet Security .
    2. In the Computer section, click the switch next to SONAR Protection to turn it off.
      Figure 17: SONAR Protection
      SONAR Protection
    3. Select the duration to turn off SONAR protection, and then click OK.
      Figure 18: Security Request
      Security Request window
  5. Reinstall the original version of HP Support Assistant that came with your computer.
    1. Click Start , click All Programs , click Recovery Manager , and then click Recovery Manager again.
    2. Click Software Program Reinstallation .
    3. On the Software Program Reinstallation welcome screen, click Next .
    4. Select HP Support Assistant , and then click Next .
    5. When the installation is complete, select Yes , and click Finish to restart the system.
  6. When the system Restart is complete, the HP Support Assistant icon is on the desktop. Click the icon to open the application.
    Figure 19: HP Support Assistant icon
    Image of the HP Support Assistant icon.
    If HPSA is working correctly, you are done.

Preventing HP Support Assistant from Opening Automatically

HP Support Assistant checks the health of the computer and performs system tune ups automatically. If you want to turn off the automatic health analysis and tune up, follow these steps:
CAUTION:If you prevent HPSA from opening automatically, it is important to manually run Health Analysis and Tune up. HP recommends running Health Analysis once a week and Tune up once a month.
  1. Open HP Support Assistant and click the Settings button.
    Figure 20: Settings button
    HP Support Assistant, showing location of Settings button
  2. On the Health Analysis tab, select Never from the Frequency drop-down list, and then click Save .
    Figure 21: Health Analysis tab
    Health Analysis tab
  3. Click the Tune up tab, select Never from the Frequency drop-down list, and then click Save .
    Figure 22: Tune up tab
    Image of the Tune up tab with Frequency set to never.

Battery Check is missing for notebook PCs

HP Battery Check is a diagnostic tool which can determine the overall status of a notebook PC battery within a few seconds and is over 99% accurate. Open HP Support Assistant, click Troubleshoot , and then click Power, Thermal, and Mechanical . Under the Power tab, click the button next to Battery Check to test your battery.
Use the following steps if the Battery Check option in the Power, Thermal, and Mechanical window does not appear after upgrading HPSA..
  1. Confirm that the notebook is connected to the Internet.
  2. Open HP Support Assistant.
  3. Select Maintain , and then click Refresh .
  4. Exit HP Support Assistant.
  5. Restart HP Support Assistant.

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 HPSA. If you want to uninstall HPSA because it opens automatically and interrupts other tasks on the computer, then a better alternative is to prevent it from starting automatically or adjusting the time HPSA performs tasks - both of these solutions are covered in other sections in this document. If you still want to uninstall HPSA or need to unistall it for troubleshooting purposes, use the following steps:
  1. Click Start , and then click Control Panel .
  2. Under Programs , click Uninstall a program .
  3. Select HP Support Assistant , and then click Uninstall .
    Figure 23: Uninstall HPSA
    Image of the Uninstall screen from the Control Panel with HPSA 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, then repeat the uninstall steps.
  4. Click Yes on the next screen to confirm that you want to uninstall HPSA. Restart your computer to complete the process.
    Figure 24: Uninstall confirmation
    Image of the confirmation screen for an uninstall.

HP Support forums

Find solutions and collaborate with others on the HP Support Forum
HP.comHP on FacebookHP on TwitterHP on YouTubeHP on Linked InHP on FlickrHP on Google+