Hewlard Packard Support Service - case No ***

<p>6 months ago I logged an issue with HP support. This in respect of problem related to HP Protect Tools Manager preventing me from upgrading to Windows 10. One of the support staff named Reena dialled into my laptop and attempted to resolve the problem. However instead of fixing the issue the problem got worse. Despite several email exchanges the problem have not as yet been resolved but HP has now decided to close the issue.</p> <p>Below is an email sent in April when HP wamted to close issue after informaing me that it is a Micropsoft Problem.</p> <p> </p> <p>I am not sure I understand why this is a Microsoft related problem.</p> <p> </p> <p>I have Windows 7 operating system on my laptop with pre-installed HP Tools loaded. To enable me to upgrade my Operating system from Windows 7 to Windows 10 I need to uninstall the HP Protect Tools Manager.</p> <p> </p> <p>I followed the instructions provided, being that I first uninstall the related programs being</p> <p> </p> <p>HP Protect Device Access Manager</p> <p>Embedded Security for HP Protect Tools</p> <p>Face Recognition for HP Protect Tools</p> <p>File Sanitizer for HP Protect Tools</p> <p>Privacy Manager for HP Protect Tools</p> <p>Theft Recovery</p> <p>Drive Encryption for HP Protect Tools</p> <p> </p> <p>All the above successfully uninstalled. I then proceeded to uninstall the HP Protect Tools Security Manager but failed to do so as I kept getting the Error 1721 message. This was logged with your support team member Reena who then logged into my laptop remotely and tried to uninstall the program using some other tool RevoUninProSetup.exe that she installed on my laptop. She also made some changes to my registry before informing me that the HP Protect Tools Security Manger have now been uninstalled. While it no longer appears in Programs and Features, when then attempting to upgrade to Windows</p> <p>10 I still get informed that the HP Protect Tools Security Manager exist and need to be uninstalled.</p> <p> </p> <p>I was then requested by your support team to kindly run a Hard Disk Test, as they suspect that error 1721 is related to a hard disk failure. This I did and the test proved successful with no issues related as every step of the test passed successfully.</p> <p> </p> <p>Now I am being told to contact Microsoft. This I am not understanding as the problem relates to an HP program that cam pre-installed.</p> <p> </p> <p>Kindly advise urgently</p>