HP support

[TJP2]

There is no way of directly contacting HP with a genuine question about their products.

[MarcusC]

Hey TJP2 🙂

I understand your frustration as a user, but what exactly the problem is, as you only mentioned the printer model.

Regards,

MarcusC

[TJP2]

I keep receiving emails from HP with instructions to update the firmware on my printer and saying that failure to do so will result in my instant ink cancellation. The problem is that IOS does not download the update and my HP Smart app says my printer's firmware is up to date anyway. Using the "virtual assistant" to answer this sort of question is a waste of time. It should be possible to contact HP by email and it isn't.

[Dragon-Fur]

@TJP2 

You do have the option of contacting Instant Ink Support via your Instant Ink Account.

That said, HP Support does not accept email requests for service calls. 

True, the Virtual Assistant cannot answer all questions - the program is not true AI and lacks the ability to interact on a personal level with a customer's account.

The answer to your question is likely the following:

If your printer Software is up-to-date according to the terms in the notification (email), then ignore the reminder(s). 

Consider yourself warned, in other words.

What about that firmware version?

1.) Print a report that includes the firmware version on your printer.

2.) Use the Embedded Web Server (EWS) to check the printer firmware.

3) Use HP Smart Mobile to check the firmware version.

Example:

HP Smart Mobile > Add / Set Up a Printer > Scroll down left side, select Printer Information

and / or

Just above that in section 

Add / Set Up a Printer > Tools > Select Printer Reports and print the network or Printer Status report

Compare the information (firmware version) to the contents of the Email.

Determine whether the email says you are OK as long as your firmware is at version "xxxx".

Can't stand it?

Can't ignore the reminder(s) sent via Email?

Need more  help?

We can recommend the post for general review by our moderators.

If there is another answer, for example,

If your firmware is not actually up-to-date and you cannot perform the necessary Update,

If you are worried, that in spite of having updated firmware, there is something else wrong,

then one of our agents will review and respond.

Thank you for participating in our HP Community.

We are a volunteer community workforce dedicated to supporting HP technology

Click Thumbs Up to say Thank You for the help.

If the answer helped resolve your issue, Click "Accept as Solution" .

[TJP2]

Thanks for your help. I haven't had time yet to try the options you advise (apart from doing nothing). I had thought of restoring the printer to factory condition and setting it up again - rejoining my wifi network etc. Perhaps this would result in the printer updating itself to the latest firmware.