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HELP with HP Support Assistant Won't Run

Juliet68

New Member
Member
Got message that HPSF.exe has stopped working...."this application has encountered a serious problem and must close." It also says to click "OK" to automatically restart this application. Get pop-up from Windows, shows the scrolling at bottom of the pop-up for a second or two, and then the pop-up completely disappears. Also received message "sp63425.exe is corrupt or invalid (but I can't remember if from HP or Windows).


Also, my Norton 360 can no longer run scans, get an "X Error During Scan" and some other problems with Norton 360. And, my printer won't print....get message that says printer "offline" or "no power". But it's plugged in.

I'm going crazy trying to find articles, etc. to fix this problem. Finally, came across an article in WindowsTechies.com on how to fix HPSF.exe errors. Norton says it's safe to use. Can someone confirm that this download is safe and will fix my problems?

Thank you. And if you all confirm that it is safe to use. I will have a few questions to ask re some aspects of the download.

Thank you, so much.
 

My Computer

System One

  • OS
    Windows 8.1
    Computer type
    Laptop
    System Manufacturer/Model
    HP Pavilion 17-e040us
    Mouse
    Logitech wireless w/USB Connect Mouse

torre

New Member
Power User
Also, my Norton 360 can no longer run scans


Do a scan with Malwarebytes and let us know results. Also, check the Event Viewer. (ControlPanel/System'/Admin Tools/Event Viewer) and Device Manager to insure drivers are updated.

Can the HP Support Asst be uninstalled and reinstalled from the HP Support Site ? May be best.

You also may want to check the HP Support Forum and website for info and to insure you have latest HP drivers.

https://www.malwarebytes.org/
 

My Computer

System One

  • OS
    Win 8.1 64bit
    Computer type
    Laptop
    System Manufacturer/Model
    Toshiba
    CPU
    Intel i3, 2348
    Memory
    4GB
    Graphics Card(s)
    Intel HD3000

Juliet68

New Member
Member
Also, my Norton 360 can no longer run scans


Do a scan with Malwarebytes and let us know results. Also, check the Event Viewer. (ControlPanel/System'/Admin Tools/Event Viewer) and Device Manager to insure drivers are updated.

Can the HP Support Asst be uninstalled and reinstalled from the HP Support Site ? May be best.

You also may want to check the HP Support Forum and website for info and to insure you have latest HP drivers.

https://www.malwarebytes.org/

torre, I tried to do a scan using the free edition of Malwarebytes the other day (forgot to mention in my original post). I don't think what was actually downloaded into the control panel was actually the download. I clicked on it but it didn't do a thing.

I did go into the Event Viewer but I wasn't able to comprehend all the stuff listed.......I'm not a technical person. Also checked the Device Manager but I couldn't find anything on it for drivers.

I also left a message in the HP Support Forum, one person replied but didn't provide any information about my problem. No other replies entered.

I don't know if HP Support Forum has the uninstalled and reinstalled info for the HP Support Assistant or not. I believe my File Explorer does but not sure.

If I can do the uninstalled and reinstalled of the support assistant, will I lose the list of all the updates that have been installed (windows updates) and the updates that are listed to be still installed.........a couple of them are HP updates and several Windows updates.
Do you know if the sp63425.exe, etc., listed in my original is causing the problem?

Thank you, torre.
 

My Computer

System One

  • OS
    Windows 8.1
    Computer type
    Laptop
    System Manufacturer/Model
    HP Pavilion 17-e040us
    Mouse
    Logitech wireless w/USB Connect Mouse

gator2013

Active Member
Pro User
Let's talk about the Norton issue first.

Do you have an active subscription for Norton 360. When was 360 purchased? For a while now the Norton product is no longer Norton 360 but just Norton Internet Security. Try the Norton built-in repair. Get main Norton screen on screen. Click on Help(upper right) then select Get Help, A diagnostic should run to check the Norton Installation, What does it say. Making sure your Norton 360 is functioning properly is more important than HPSA right now.

Don't try to uninstall HPSA just yet. HPSA is a complex program and can be difficult to uninstall.

Don't expect too much from HP support and don't get sucked in to a paid support call. Keep in mind that HPSA is by no means a critical program to have on your system and HP updates for your PC can be obtained by going to the HP Update Website. Many users uninstall HPSA as soon as they get a new HP computer.
 

My Computer

System One

  • OS
    windows 8.1 64, LT -Windows 10 Home 64
    Computer type
    PC/Desktop
    System Manufacturer/Model
    HP 500-075 Desktop + HP 15-f018dx Laptop
    CPU
    Intel Core i5 3470 Ivy Bridge 3.2 GHz Quad Core/ LT - i3-4030U 1.9 GHz
    Motherboard
    Foxcon Joshua-H61-uATX
    Memory
    8 GB/ LT - 6GB
    Graphics Card(s)
    Intel Graphics Media Accelerator HD (DX10.1)
    Sound Card
    Integrated IDT 92HD73E
    Hard Drives
    1T HDD, 16G Sandisk Cache Drive, 2T Seagate 3.0 External
    Keyboard
    Wireless
    Mouse
    Wireless
    Browser
    IE11
    Antivirus
    Norton 360
    Other Info
    CyberPower UPS, Macrium Backup, Revo Pro, Malwarebytes Premium

Juliet68

New Member
Member
gator2013,

GOOD NEWS! My Norton360, printer, and a minor problem were all fixed by running Norton Power Eraser within the Norton 360 program. I ran it on 7/16 with my fingers crossed that it would work....and it did. :)

However, it didn't fix HP Support Assistant. The 2 links you provided to me re HP, I had previously reviewed but didn't print the info. So I went into the link and printed all the info.


You mentioned that some people have chosen to delete their HSA. If I were to do that, will I lose all my info on it, such as my list of all the windows updates? I believe that list is also located in another site, but I'm not sure where.


Also I have a few windows updates and a couple of HP updates waiting for me to download on it. Are these updates listed in another site on my PC and will downloading them be easy?

Thanks, gator2013 for your help.....it's much appreciated.
 

My Computer

System One

  • OS
    Windows 8.1
    Computer type
    Laptop
    System Manufacturer/Model
    HP Pavilion 17-e040us
    Mouse
    Logitech wireless w/USB Connect Mouse

gator2013

Active Member
Pro User
I am glad to hear you got the Norton product running again. Norton Power Eraser is a very good program, I have seen it fix a lot of issues. You must have had some malware or virus in your system.

As for HPSA, first and foremost and as I stated earlier, HPSA is not critical to the operation of your system. I would not recommend handling your Windows Updates through the HPSA function but through the Windows Update Screen (Control Panel/Windows Updates) and I generally recommend you NOT select Automatic Updates but rather Notify Me First, that way you have more control as to what Updates get installed and when. Also, if and when you uninstall HPSA you will not lose your Windows Update history of installed updates, they are part of the Windows Update screen.

Again, I would not recommend trying to uninstall HPSA just yet but rather try some general diagnostic/repair tools. Are you familiar with using Adm. Command Prompt?
 

My Computer

System One

  • OS
    windows 8.1 64, LT -Windows 10 Home 64
    Computer type
    PC/Desktop
    System Manufacturer/Model
    HP 500-075 Desktop + HP 15-f018dx Laptop
    CPU
    Intel Core i5 3470 Ivy Bridge 3.2 GHz Quad Core/ LT - i3-4030U 1.9 GHz
    Motherboard
    Foxcon Joshua-H61-uATX
    Memory
    8 GB/ LT - 6GB
    Graphics Card(s)
    Intel Graphics Media Accelerator HD (DX10.1)
    Sound Card
    Integrated IDT 92HD73E
    Hard Drives
    1T HDD, 16G Sandisk Cache Drive, 2T Seagate 3.0 External
    Keyboard
    Wireless
    Mouse
    Wireless
    Browser
    IE11
    Antivirus
    Norton 360
    Other Info
    CyberPower UPS, Macrium Backup, Revo Pro, Malwarebytes Premium

Juliet68

New Member
Member
gator2013, I will not be trying to fix anything as complex as the HPSA for awhile. Just learned last night that my oldest brother is in the hospital in critical condition. I knew this would happen because of the illness he is battling. This year has been very stressful for me...my grandniece, my brother's son's 22-year old daughter was killed by a drunk driver in March of this year and we're all still trying to recover from her death, My husband and I had to put down our 16-year old "man's best friend" just a month ago and we're missing her terribly.

I don't know how long the free Windows 10 update is available for me. But I can't even think about doing it now. Thank you, gator2013, for your help on the HPSA situation. When I'm ready to get involved with it again, I will post.
 

My Computer

System One

  • OS
    Windows 8.1
    Computer type
    Laptop
    System Manufacturer/Model
    HP Pavilion 17-e040us
    Mouse
    Logitech wireless w/USB Connect Mouse
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