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Troubleshooting HP Support Assistant (Windows 8)

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This document pertains to HP computers with HP Support Assistant and Windows 8.
HP Support Assistant (HPSA) helps optimize computer performance and resolve problems using diagnostic tools and utilities. HPSA 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:To resolve most issues, download and install the latest version of HPSA from the HP Support Assistant Web site.

Error: HPSF.exe has stopped working

An error message opens stating that HPSF.exe has stopped working.
Figure 1: Error message
Image of the error message.
To correct this error in Windows 8, 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:
    1. On the Start screen, type uninstall a program to open the Search charm, and then select Uninstall a program from search results.
      Figure 2: Uninstall a program in search results
      Uninstall a program, selected from the search results
    2. On the Programs and Features window, select HP Support Assistant, and then click the Uninstall button.
      Figure 3: 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.
    3. Click Yes on the Programs and Features screen to confirm that you want to uninstall HPSA. Restart your computer to complete the process.
      Figure 4: Uninstall confirmation
      Image of the confirmation screen for an uninstall.
  2. Download the latest version of HP Support Assistant.
    When the uninstall process is complete, click the Desktop tile on Start screen to go to the Windows desktop. Open a Web browser and go to the HP Support Assistant Web site.
    Follow these steps to download HP Support Assistant:
    Under Download HP Support Assistant, select the notebook or desktop link, depending on which type of computer you have.
    Figure 5: HP Support Assistant Web site
    Image of the HPSA web page.
    When the download bar appears at the bottom of the screen, click Save.
    When the download has completed, click Run, 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 appears on the desktop. Click the icon to open the application.
    Figure 6: HP Support Assistant icon
    Image of the HP Support Assistant icon.
    If HPSA is working correctly, you are done.

Cannot update HP Support Assistant

If you are having problems updating HP Support Assistant, 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 health analysis or tune up may cause the computer to wake from sleep mode. Follow these steps to stop all programs from waking the computer, or refer to Preventing HP Support Assistant from Opening Automatically .
CAUTION:Disabling wake timers prevents all programs from waking the computer, including preventing Windows Media Center from waking the computer for scheduled TV recordings.
  1. From the Start screen, type power options to open the Search charm, and then select Power Options from the search results.
  2. On the Power Options window, click the Change plan settings link next to the current power plan.
    Figure 7: Power Options
    Image of the Power Options window.
  3. Click Change advanced power settings.
    Figure 8: Edit Plan Settings
    Image of the Edit Plan Settings window
  4. Click the plus sign (+) next to Sleep, and then next to Allow wake timers.
    • For Notebook PCs - Click the drop-down menu next to On battery and select Disable. Click the drop-down menu next to Plugged in and select Disable.
      Figure 9: Advanced power settings (Notebook PCs)
      Image of the Power Options Advanced settings window (notebook PCs).
    • For Desktop PCs - Click the drop-down menu next to Settings and select Disable.
      Figure 10: Advanced power settings (Desktop PCs)
      Image of the Power Options Advanced settings window (desktop PCs).
  5. Click Apply, and then click OK.

HP Support Assistant interrupts games, movies, or TV in Windows 8

To prevent HP Support Assistant from interrupting video games, movies, or other activities, set the time that HP Support Assistant checks for updates to a time when the computer will be on, but not be used by someone.
CAUTION:Disabling wake timers prevents all programs from waking the computer, including preventing Windows Media Center from waking the computer for scheduled TV recordings.
  1. Open HP Support Assistant and click Settings in the upper-right area of the window.
  2. Under Change tune-up schedule, select Never from the Frequency drop-down list.
    Figure 11: Change tune-up schedule - Never
    Image of HP Support Assistant with Change tune-up schedule selected.
  3. Click Save.
    HP Support Assistant no longer interrupts games, movies, or TV.

Preventing HP Support Assistant from Opening Automatically in Windows 8

HP Support Assistant checks the health of the computer and performs system tune ups automatically. To turn off the automatic health analysis and tune up, follow these steps:
CAUTION:If you prevent HP Support Assistant 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.
  2. Under Change tune-up schedule, select Never from the Frequency drop-down list.
    Figure 12: Change tune-up schedule - Never
    Image of HP Support Assistant with Change tune-up schedule set to Never selected.
  3. Click Save.
    HP Support Assistant no longer opens automatically.

HP Support Assistant is stuck "gathering information" in Windows 8

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 HP Support Assistant can resolve the issue. Follow these steps to fix the problem:
Figure 13: Gathering information
Image of the HP Support Assistant Gathering information.
  1. Turn off antivirus software and the firewall.
  2. Go to the HP Consumer Care Web site and enter your product number to find an updated version of HP Support Assistant for your computer. Download and install the latest version of HPSA. Restart the computer to complete 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 14: HP Support Assistant icon
    Image of the HP Support Assistant icon.
    If HPSA is working correctly, you are done. Turn on the antivirus and firewall software.
    If HPSA is still stuck gathering information, continue with the remaining steps.
  4. Uninstall HP Support Assistant.
    1. On the Start screen, type uninstall a program to open the Search charm, and then select Uninstall a program from search results.
      Figure 15: Uninstall a program in search results
      Uninstall a program, selected from the search results
    2. On the Programs and Features window, select HP Support Assistant, and then click the Uninstall button.
      Figure 16: 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.
    3. Click Yes on the Programs and Features screen to confirm that you want to uninstall HP Support Assistant. Restart your computer to complete the process.
      Figure 17: Uninstall confirmation
      Image of the confirmation screen for an uninstall.
  5. When the uninstall process is complete, click the Desktop tile on Start screen to go to the Windows desktop. Open a Web browser and go to the HP Support Assistant Web site. Follow these steps to download HP Support Assistant:
    1. Under Download HP Support Assistant, select the notebook or desktop link, depending on which type of computer you have.
      Figure 18: HP Support Assistant Web site
      Image of the HPSA web page.
    2. When the download bar appears at the bottom of the screen, click Save.
    3. When the download has completed, click Run, and then follow the onscreen instructions. This may take a few minutes to complete.
    4. When the installation is complete, select Yes, and then click Finish to restart the system.
    5. When the system restart is complete, the HP Support Assistant icon appears on the desktop. Click the icon to open the application.
      Figure 19: HP Support Assistant icon
      Image of the HP Support Assistant icon.
  6. If HPSA is working correctly, you are done.

Uninstalling HP Support Assistant in Windows 8

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 uninstall it for troubleshooting purposes, use the following steps:
  1. On the Start screen, type uninstall a program to open the Search charm, and then select Uninstall a program from search results.
    Figure 20: Uninstall a program in search results
    Uninstall a program, selected from the search results
  2. On the Programs and Features window, select HP Support Assistant, and then click the Uninstall button.
    Figure 21: Uninstall HPSA
    Image of the Uninstall screen from the Control Panel with HPSA highlighted.
  3. Click Yes on the Programs and Features screen to confirm that you want to uninstall HP Support Assistant.
    Figure 22: Uninstall confirmation
    Image of the confirmation screen for an uninstall.
  4. Restart your computer to complete the process.

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