HPSA won't let me install Firmare Update - version 2010

[Also_Baffled]

HP ENVY Photo 6234 All-in-One Printer 

HP Support Assistant (HPSA) informs me that there is Firmware Update to install, however the install process stalls.

When offered a list of printers (one only!) I cannot check the box to select, then the installer just spins. 

Cancel from list of printer(!) ends the process and install fails. 

Have deleted and reinstalled HPSA and HP Solutions Framework (twice now!) and same result. 

(Additional info:) 

I reached the same position when I tried the "direct" download of 

File / File size / File Name /

HP ENVY Photo 6200 All-in-One Printer series Firmware Update / 46.2 MB / EN6200_R2010A.exe

Stalled at the same place - the "list" of (one!) printer which is described as up to date. 

[Kumar0307]

Hi @Also_Baffled

Welcome to the HP Support Community. I understand you are not able to update the printer firmware. I'd be happy to assist you.

Let us try these steps to resolve this issue:

Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

The latest version of firmware available is 2010A released on Apr 13, 2020.

If the printer is already up to date, the update will not go through.

Check the version of the firmware present in the printer.

On the printer screen, go to Setup > Tools > Update the printer > Check now.

Click here to know different methods of updating printer firmware.

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[Also_Baffled]

Thanks for the suggestion, but sadly no change. 

I (fully!) powered down the printer, 1-5, then check results = "Printer is up to date". 

As an aside: how does a user check the version in use?  (Like "About" on other software products.) 

Cannot change update options as these are locked(?) to Auto as a result of InstantInk registration. 

(I guess from reading the update note that this is a revenue protection update from HP, further locking the user in to official HP ink!) 

HPSA - describes the update as 2010 (no alpha) and STILL says update failed. 

I remain of the opinion that it's HPSA - or at least the install process ** - at fault, but having un-/re-installed this tool three times it feels like it's properly broken. 

** From the link that you provided [different methods of updating printer firmware] Download from the HP website option has been tried already but fails at point 9 .... 

"When the HP Printer Update window opens, see if the printer serial number displays.

• If the serial number displays, select the checkbox next to it, and then click Update.
• "

... I have not been able to select the checkbox and this seems to be where the exercise fails. 

It has just occurred to me; could this be a result of the Auto update being locked by the Ink programme??  

Appreciate your time, (I will add my thanks if I can figure that out!) but this exercise has proved so time-consuming and frustrating (especially the reappearance of 18 messages against the laptop!) that I begin to worry about HP effectiveness.  

All the best 

[Kumar0307]

@Also_Baffled, thank you for the response.

I assume the issue here is with the HPSA application.

• You may disable the notifications for HPSA as the printer is set to auto-update.
• The update features are not locked but set to automatic as the web services feature is enabled.
• You may change that to manual only when the web services is disabled. 
• And, since you are enrolled in HP Instant Ink, disabling web services is not recommended.

For more info on resolving issues with HPSA, kindly refer to this document.

Keep me posted.

[Also_Baffled]

Thanks again for your patience and confirming that the fault lies with HPSA. 

I am kind-of pleased that I concluded on the cause of the "problem" but disappointed that; 

(a) it is a "feature" of the HPSA that it cannot read its own system settings and persists with updates which cannot be applied because of the implementation of another HP service (Instant Ink) and, 

(b) that HP does not appear to have "shared" this feature with support advisers. 

Perhaps there is some route for you to report this internally so that the different dev teams are aware of each others' existence and the testers include all combinations in their pre-release checks. 

I note your proposed solution and I shall disable - if I can find that setting, or ignore - HPSA notifications for the printer. 

I also appreciate that you recognise the "loop" that a printer-side fix describes and that you do not recommend it.  

I have also checked the link on resolving issues with HPSA and I am surprised that the most popular solution seems to be to un-/re-install the product.  (I see this as an more sophisticated way of having the user switch off and on again to see if the problem goes away!)  OK, some events can corrupt products, so this is a reasonable line to have, but; 

- does the product cover its own update by auto-download?  

- How does the user know when to update HPSA? 

- How does the user know what firmware version is installed in their printer? 

Anyway, thanks again for your help. 

Keep safe 

[Kumar0307 · Accepted solution]

@Also_Baffled

If the printer is set to auto-update, it automatically connects to the server and downloads the latest version if any available.

Issues with HPSA has been forwarded to the respective engineering team at Hp and will be resolved at the earliest.

Thank you for the feedback and patience.

Any new updates available for the HP products will pop up on HPSA app and the same will be displayed in the system tray for users to know.

To find the firmware version installed on the printer, on the printer screen, go to Setup > HELP > Printer information.

Keep me posted for any other assistance.