HP Support Assistant says we have updates/messages but we don't.

[karrelldan]

My husband and I each have the same Windows 10 laptop (HP Pavilion 15-cc060wm) and both network with our printer (HP OfficeJet 6962).  We both use HP Support Assistant to monitor for HP updates and messages.  Just recently we both had the Red ! show up on the icon.  When I look at the devices on my laptop, it says my husband has 30 updates for his laptop and the printer has 1 message.  When I look at the devices on my husband's laptop, it says I have 18 updates for my laptop and the printer has 1 message.  Neither of us can delete the printer message, because the trash can link doesn't work.  Each of us checks for updates, but there are none.  How can we get rid of the updates and message? 

[Dragon-Fur · Accepted solution]

@karrelldan 

The HPSA is giving incorrect information for the system that is not the local system on which HPSA is running.

It is as you have discovered.  HPSA is pretty good at keeping track of Updates for the local machine but "not so much" on the remotely monitored device.

"Ignore it" is the easiest way to deal with it.

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Start Over...

You can also try removing HPSA from Programs and Features > Restart the computer > Install a Fresh copy of the software from the Website.  Likely won't work, but takes only a few minutes.  Do this on both computers.

Full Cleanup - Remove both HPSA and its companion software

Reminder:  Before you start, it is best that your Windows Updates are already current and installed.

1. FIRST uninstall the HP Support Assistant

Control Panel > icon view > Programs and Features 

Scroll down, find, Uninstall the HP Support Assistant

After the uninstall is completed, Restart the computer and log in

Important:  When / If asked whether you want to save any presets / personal HPSA information, respond to have your personal data associated with the program removed along with the HPSA software.

NOTE:  If the software will not uninstall, appears to be removed and then shows up again, or is otherwise not “going away” when you tell it to do so, try an Uninstaller program.

Microsoft:  Fix problems that block programs from being installed or removed

1. Next, Uninstall HP Support Solutions Framework software from Programs and Features

NOTE:  HP Support Solutions Framework is a subset of HPSA.  For this reason, HPSA must be uninstalled before the Solutions Framework can be removed.

1. Restart the computer and log in. 

Final Check – Software is Removed

• After the software is uninstalled (and the computer is Restarted), check to ensure the software is actually “gone”.

Settings > Apps > Apps & features >

Scroll down the list, look for HP Support Assistant (and / or HP Support Solutions Framework)

If the stubborn software is found in the list, click to uninstall it, Restart and log in.

Installation – HP Support Assistant

Download, Save, Install the latest supported HP version of the HP Support Assistant

Website / Information / Video / White Paper / Download

HP Support Assistant

• After download:  If you have ‘Admin’ control, highlight the package and “double-click” to install it, else Right-Click, select run as Administrator
• After the software is installed:  Restart the computer and log in

Optional - After the software is installed, PIN the program to your Windows Start Screen

Windows key (Start) > list "All apps" > open category "H"

Click open category HP Help and Support

Right-Click on HP Support Assistant > PIN to Start

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Kick the My Devices List

You can also try removing the "other" device (not the local machine in HPSA but the "other person's device") listed in My Devices.  MIGHT work.

Method - HPSA - Remove unwanted devices

• Open the HPSA program
• If you are not logged in, do so (Depending on how you have it set up, you might be able to use your HP Community login / password)
• Click the last tab on the HPSA menu - this is likely your first name or the name you use to log in
• Scroll down
• View the "My products" list
• If there is something (a computer or other device) on the list you wish to remove, Click Edit this device
• One of the "edit" choices should be "remove this device" (You can also add a Nickname to the device in "edit".)
• If you make changes, click "Save" to save those changes and exit the edit menu

Help and Troubleshooting for HPSA

READ:  Get help and Learn about the HPSA software

HP PCs - Using HP Support Assistant (Windows 10, 8, 7)

HP PCs - Troubleshooting HP Support Assistant - Windows 8.x and Windows 10

Reference and Resources – Places to find help, solve problems, and learn about your Device

Device Homepage

NOTE:  Content depends on device type and Operating System

Categories:  Alerts, Warranty Check, HP Drivers / Software and BIOS, How-to Videos, Bulletins/Notices, How-to Documents, Troubleshooting, User Guides / Manuals, Service and Maintenance Guide (Replacement Parts and Procedures), Product Information (Specifications), more

When the website support page opens, Select (as available) a Category > Topic > Subtopic

Open Support Home

Enter the name of your device

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We are a world community of volunteers dedicated to supporting HP technology

[karrelldan]

Spoiler

I will probably just as you say, ignore it.  The actual solution is too time consuming..  Thanks for the detail, if I'm ever really bored I will try it though, I printed the text to save for a rainy day.

[Dragon-Fur]

@karrelldan 

You are welcome.

I don't really think - at this time, at least - that the HPSA is built to do what is expected of it.

Nice program - hugely complex "under the hood" - the mechanics (coding) required to accomplish what it does on the local system are significant.

People do tend to notice when HPSA breaks or misbehaves - that is actually more good coding - people expect it to work because it usually does a pretty good job without too much fuss.

Should you ever move to the business / commercial line of notebooks, Workstations, or desktops, you will find a whole new world of system and network tools available to you.  Running business systems is a bit like being at work - but you are the "IT" guy or gal.  Sounds scary - is not so much these days - so much is automated compared to years ago.

Happy Computing!

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