Getting Started

HP Support Assistant
HP Support Assistant is an HP application that helps you maintain the performance of your computer and
resolve problems through automated updates and tune-ups, built-in diagnostics, and guided assistance. HP
Support Assistant is preinstalled on all HP or Compaq computers with Windows 10.
To access HP Support Assistant in Windows 10, type support in the taskbar search box, and then select the
HP Support Assistant app.
Using, updating, and maintaining your PC
Using HP Support Assistant, from one location you can perform the following tasks:
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View your computer name and other system specifications
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View the user documentation
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Add a device or printer and change other system settings
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Get help and support for your specific model
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Install HP support software for your computer
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Purchase printer supplies for your computer
Using HP PC Hardware Diagnostics
If HP Support Assistant is unable to detect a problem, try the UEFI-based hardware diagnostic solution that
HP includes on all products. You can use this tool even if the computer will not boot to the operating system.
This tool also works with components not diagnosed in HPSA.
Why run HP PC Hardware Diagnostics
The HP PC Hardware Diagnostic tools simplify the process of diagnosing hardware issues and expedite the
support process when issues are found. The tools save time by pinpointing the component that needs to be
replaced.
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Isolate true hardware failures: The diagnostics run outside of the operating system so they effectively
isolate hardware failures from issues that may be caused by the operating system or other software
components.
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Failure ID: When a failure is detected that requires hardware replacement, a 24-digit Failure ID is
generated. This ID can then be provided to the call agent, who will either schedule support or provide
replacement parts.
How to access and run HP PC Hardware Diagnostics
You can run the diagnostics from one of three places, depending on your preference and the health of the
computer.
1. Turn on the computer and press Esc repeatedly until the BIOS Boot Menu appears.
2. Press F2 or select Diagnostics (F2).
Pressing F2 signals the system to search for the diagnostics in the follow sequence:
a. A connected USB drive (to download the diagnostics tools to a USB drive, see the instructions in
Downloading HP PC Hardware Diagnostics to a USB device on page 17)
b. The hard disk drive
c. A core set of diagnostics in the BIOS (for memory and hard disk drive) that are accessible only if
the USB or hard disk drive versions are not detected
26 Chapter 3 Getting Started in Windows 10