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sursan
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How to updated the status of other devices present in my HP Support Assistant account?

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Hello,

 

I have a question for the HP Support Assistant. I have several devices added to my account. 

When I connect on one device, it shows that there are no updates available for that device (since I maintain them up to date), but for other devices it shows a lot of updates available. For example, in the screenshot below I am on the Envy and it shows me 41 updates available for the other devices, out of which 37 on the Pavilion x360 (and this since more than 2 weeks), But on the Pavilion I have = updates available, and 46 for the Envy!

 

2020-04-29 20_47_38-HP Support Assistant.jpg

 

And, of course, if on the Envy I select the Pavilion x360, I cannot do anything, it tells me that I have to sign in on that computer in order to install the updates (this is logic ...)

 

2020-04-29 20_59_14-HP Support Assistant.jpg

 

How can I force the HP Support Assistant to update correctly the status? For me, this is a nice feature to know on my day to day computer the updates I have to do on the other devices used by the other members of my family (I don't connect often to those ones),.

 

I mention as well that I have the latest version of HP Support Assistant on all my computers:

 

2020-04-29 20_49_06-HP Support Assistant.jpg

 

Thank you in advance for your help!

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sursan
Author
Level 2
11 8 1 0
Message 7 of 7
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Hello,

 

So, what I did is:

 

1. Uninstall HP Support Assistant

Note: When asked, I have choose to completely remove my data, meaning "No" at this question:

HP Support Assistant Uninstall - Keep Preferences.jpg

2. Reboot my PC

3. Install again HP Support Assistant

4. Reboot my PC

5. Login with my HP account

 

I have got back all my devices, but unfortunately the numbers were the same.

 

So, what I did was to completely remove from my account the device with the wrong numbers (HP Pavilion) and add it again with it Serial# and Product#

 

And then everything was correct ...

 

So, I don't know what the problem was, but reinstalling the HP Support Assistant was not really the solution, one needs to remove and add the device again.

 

Thank you for your help!

 

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praveen196
HP Support Agent
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HP Recommended

@sursan Welcome to HP Community!

 

I understand that you would like to know How to updated the status of other devices present in my HP Support Assistant account.

 

I would suggest you uninstall the HP support assistance and reinstall.

 

https://www8.hp.com/in/en/campaigns/hpsupportassistant/hpsupport.html

 

Please refer to the below link to troubleshoot the issue.

 

https://support.hp.com/in-en/document/c03601631

 

Keep us posted,

If you would like to thank us for our efforts to help you, 


Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 


Have a great day!

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sursan
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@praveen196

 

Thank you, and thank you for your answer!

 

Just to be sure, I should reinstall the one showing the wrong number (meaning on my computer, HP Envy), not the one on the computer for which I get the wrong number (HP Pavilion), right?

(You can see these computer in the screenshot in my first port, it was taken on the HP Envy).

 

Thank you once again!

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praveen196
HP Support Agent
HP Support Agent
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@sursan

 

I understand your concerns.

 

Yes, you have to reinstall the correct product.

 

Also, Check for the HP support assistance updates.

 

Have a nice day!!

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sursan
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Hello,

 

I have reinstalled the Support Assistant on my computer and I still have the same situation.

 

Should I delete completely the data as well when I uninstall it?  In this case, after installing it again and login again, I will find back all my computers / printers or I will have to add them again one by one?

 

Thank you in advance! 

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praveen196
HP Support Agent
HP Support Agent
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@sursan

 

After installing the HP support assistance. you have to sign in to HPSA account

 

It should detect the all devices.

 

If it is not detecting, you have to install it manually.

 

Have a nice day!!

 

 

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sursan
Author
Level 2
11 8 1 0
Message 7 of 7
Flag Post
HP Recommended

Hello,

 

So, what I did is:

 

1. Uninstall HP Support Assistant

Note: When asked, I have choose to completely remove my data, meaning "No" at this question:

HP Support Assistant Uninstall - Keep Preferences.jpg

2. Reboot my PC

3. Install again HP Support Assistant

4. Reboot my PC

5. Login with my HP account

 

I have got back all my devices, but unfortunately the numbers were the same.

 

So, what I did was to completely remove from my account the device with the wrong numbers (HP Pavilion) and add it again with it Serial# and Product#

 

And then everything was correct ...

 

So, I don't know what the problem was, but reinstalling the HP Support Assistant was not really the solution, one needs to remove and add the device again.

 

Thank you for your help!

 

View solution in original post

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