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HP PCs – Troubleshooting HP Support Assistant (Windows 10, 8, 7) | HP® Customer Support

 

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How does HP install software and gather data? Error: HPSF. HP Support Assistant wakes the computer from sleep mode. Preventing HP Support Assistant from opening automatically. HP Support Assistant is stuck “gathering information”. Uninstalling HP Support Assistant.

Display flashes distortion on the screen when switching between apps. Cannot open HP Support Assistant. HP Support Assistant optimizes computer performance and resolves problems using diagnostic tools and utilities. HP Support Assistant provides an access point for software updates, product information, online classes, and provides HP contact information. This utility provides a quick and easy way to download software and driver updates for HP commercial notebook and desktop PCs.

Use the information in this document to troubleshoot specific HP Support Assistant issues. Exclamation mark on HP Support Assistant icon If you see an exclamation mark on the HP Support Assistant icon in the taskbar, it means there are updates or messages that need your attention. To download and install these updates and read these messages, use the following steps.

You do not have to download and install all updates, however, if you do not, the exclamation mark will continue to show on the HP Support Assistant icon. Click My devices to see My PC. In this box, there are two options, Updates and Messages , both of which could require attention. You know attention is required if you see an exclamation mark. Click Updates if it has an exclamation mark next to it. If there is no exclamation mark next to Updates , skip to step 6. From the Updates available section, check the boxes for all the updates, then click Download and install.

Figure : Updates available. Click Messages if it has an exclamation mark next to it. In the Messages are available screen, click into the messages to read them. When you are finished, click the to the right of each message to delete it. Figure : Messages are available. Figure : Error message. Uninstall the HP Support Assistant using the following steps:.

In Windows, search for and open change or remove a program. After HP Support Assistant is installed and working, repeat the uninstall steps. Figure : Uninstall confirmation. When the uninstall process is complete, open a web browser, and go to the HP Support Assistant website. Figure : HP Support Assistant website. When the download box displays at the bottom of the screen, click Save. When the download completes, click Run , and then follow the on-screen instructions.

When the installation completes, select Yes , then click Finish to restart the system. When the system restarts, the HP Support Assistant icon displays on the task bar. Click the HP Support Assistant icon to open the application. If problems persist, make sure your Internet access is working correctly that is, you can browse the Internet and view Web pages , and the installed security software firewall is not blocking the updates to HP Support Assistant.

HP Support Assistant wakes the computer from sleep mode HP Support Assistant health analysis or tune-up might 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. In Windows, search for and open Edit power plan. Figure : Edit Plan Settings. Also, click the drop-down menu next to Plugged in , then select Disable.

Figure : Advanced power settings Notebook PCs. Figure : Advanced power settings Desktop PCs. HP Support Assistant interrupts games, movies, or TV To prevent HP Support Assistant from interrupting video games, movies, or other activities, set the day and time that HP Support Assistant checks for updates to a time when the computer is on, but not being used by someone.

Under Next HP updates and messages are scheduled for: set the Day of the week: and Timing: options to a day and time you want to receive updates and messages from HP Support Assistant. Figure : Change Updates and messages schedule.

Preventing HP Support Assistant from opening automatically HP Support Assistant automatically downloads messages and updates, gathers configuration information, analyzes your computer system, and prepares an action list.

To turn off HP Support Assistant, follow these steps:. In Windows, search for and open Task Scheduler. Figure : Task Scheduler Library. On the right panel, click Selected Item to expand the section, then select Disable. Figure : HP Support Assistant enabled. The selected task shows as disabled in the top center panel, and no longer opens automatically. Figure : HP Support Assistant disabled.

Follow these steps to fix the problem:. Go to the HP Customer Support website. Enter your product number to find an updated version of HP Support Assistant for your computer. When the system restart is complete, the HP Support Assistant icon displays on the task bar. If HP Support Assistant is working correctly, you are done. Turn on the antivirus and firewall software.

If HP Support Assistant is still stuck gathering information , continue with the remaining steps. Restart your computer to complete the process. When the uninstall process is complete, open a Web browser and go to the HP Support Assistant website. Follow these steps to download HP Support Assistant:. When the download bar is displayed at the bottom of the screen, click Save. When the download completes, click Run , then follow the on-screen instructions.

This might take a few minutes to complete. Click the icon to open the application. If you want to uninstall HP Support Assistant because it opens automatically and interrupts other tasks on the computer, then a better alternative is to prevent it from starting automatically refer to Preventing HP Support Assistant from opening automatically or adjust the time HP Support Assistant performs tasks refer to HP Support Assistant interrupts games, movies, or TV.

If you still want to uninstall HP Support Assistant or need to uninstall it for troubleshooting purposes, use the following steps:.

In Windows, search for an open Uninstall a program. If this occurs and if the distortion does not disappear, close and reopen Support Assistant. The can happen because of a software compatibility issue. There are no hardware or software functions affected by this issue. In Windows, search for and open Run. EXE , then press Enter.

Figure : Restore system files and settings window. Figure : Selecting a Date and Time. Figure : Clicking Finish. Select a location. Europe, Middle East, Africa. Asia Pacific and Oceania. Select a language. Confirm Back. Search all support. Search help.