New HP PC Cannot Install Updates

[AndrewKmx]

I just purchased an HP ProOne 400 G3 AiO. Very happy with it but am experiencing a problem. It came with Windows 10 Pro 64bit.

The HP Support Assistant advises me that there are 7 updates required. But when I select any of them and hit download and install, after doing the initial preparation and download the PC instantly goes to update completed. But the update has NOT been installed and I've still got the same list of updates required. The PC makes no attempt to actually perform the update - it bombs out of the process at the point I expect the update to actually begin.

Whe I do this process with other HP PC's I am used to the update going thru the motions, so the fact that this new PC isn't doing what I expect is a new experience.

[WAWood · Accepted solution]

@AndrewKmx

Have no idea why this is not working for your AIO.  I have a new AIO and the HP updates work without issue.

You paid for free HP Tech Support as part of the warranty coverage, so you might as well make use of it.

While this PC is still under warranty, you should contact HP Customer Support directly to have them put you in touch with HP Technical Support to see what they can do about troubleshooting and repairing your machine remotely.

I did this recently and the HP Tech was able to remotely access my PC from the Internet to check out the problems.

If you live in the US or Canada, contact information is on this page: http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

If you live elsewhere, contact information is on this page: http://www8.hp.com/us/en/contact-hp/ww-contact-us.html

NOTE: After you get through, stay on the line until you are finally able to talk to some one -- it can take a while!

If you have trouble finding a phone number, then try: 1 (800) 474-6836

[AndrewKmx]

Thanks for your help with this.

Whilst reviewing the HP support site I clicked on a chat link, and discussed the issue with a support guy (based in India I believe). He took control of the PC and did some magic with a utility SDM. That installed the updates, now I've just got one outstanding update for HP System Software Manager which again bombs when I try to install it.

However in a follow-up call from India the next day, the support tech said that this SSM isn't important so I shouldn't be concerned about it.