Firmware will not update - the process runs, but the printer seems to be already up to date

[PGHGB]

The HP Support Assistant says that there is a firmware update for my printer. Running the download and install process eventually leads to a dialogue box that asks me to choose the product I want to update - only one, my Deskjet 2722, is showing, but it is greyed out and cannot be selected. Furthermore, the greyed out information says that the Firmware is up to date, so the whole process is then stalled and I eventually have to cancel it.

What can be done to resolve this - is the Support Assistant correct, or the dialogue box? How would such a situation occur in the first place?

Any help would be appreciated.

[Hawks_Eye]

Hi @PGHGB 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thanks for explaining the situation so clearly. It’s genuinely frustrating to be caught between conflicting messages—especially when the HP Support Assistant insists there’s a firmware update, but the installer won’t let you proceed. 

Let’s walk through what’s happening and how to resolve it.

 

Why This Happens

This kind of mismatch typically occurs when:

• The Support Assistant’s update cache hasn’t refreshed properly.
• The firmware installer detects that your printer is already running the latest version, and disables selection to prevent redundant flashing.
• A communication glitch between the Support Assistant and the firmware utility causes outdated prompts to persist.

In short: the dialogue box is correct—your printer firmware is already up to date. The Support Assistant is likely referencing an older update notification that hasn’t cleared.

 

Steps to Resolve

1. Verify Firmware Version Manually

• Print a Printer Status Report from the control panel:
  • Press the Information button (i) and Cancel button together.
• Look for the Firmware Version on the report.
• Compare it with the latest version listed on the HP DeskJet 2722 support page

 

2. Clear Support Assistant Cache

• Open HP Support Assistant
• Go to Settings > Health Analysis
• Disable “Check for updates automatically”
• Close the app and restart your system
• Reopen Support Assistant and manually check for updates again

 

3. Use HP Smart App for Firmware Updates

• Download or open the HP Smart App
• Add your printer and go to Advanced Settings > Printer Updates
• This method often bypasses Support Assistant’s limitations

 

4. Uninstall and Reinstall Support Assistant (Optional)

• If the update prompt persists, uninstall HP Support Assistant via Control Panel > Programs
• Download the latest version from the HP Support Assistant page

Let me know how the printer responds after these steps. You're not alone in this, and we’ll get it sorted.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[PGHGB]

Thanks for the advice. I went back into the Support Assistant, which was still showing an exclamation mark (indicating something needed to be addressed), when following your advice and noted that the red line (showing where the issue was) was still under the picture of the printer - however, the updates button said 0 (zero) updates now, rather than 1 (one) as before. So I clicked on the updates button, the Support Assistant said it was checking for updates then declared that the firmware update had been removed as it was no longer required!

The exclamation mark and red line are gone and all seems well now - but I cannot confirm if your process would have also resulted in a successful outcome, as I did not have to follow it through. But you still have my thanks for looking into the issue and proposing a solution.

[Hawks_Eye]

@PGHGB 

That’s a great outcome—and thank you for taking the time to share it so thoughtfully. Even if the resolution came through a different route, your follow-up helps others know that sometimes the system just needs a moment to catch up and clear residual update flags. 

It’s reassuring to hear that the exclamation mark and red line are gone, and that Support Assistant recognized the firmware update as no longer necessary.

You handled it exactly right: patient, observant, and proactive. 

If anything like this pops up again—whether it’s firmware, driver quirks, or update loops—I’ll be right here to help you sort through it. 

For now, enjoy the peace of a fully updated and issue-free setup!

Please mark it as an Accepted Solution! ✅ It helps others and spreads support.! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye