cant update

[stephenrobins]

My support assistant is showing an important printer update is required and is asking me to sign in. I am already signed in. How can I remove the update and start again?

[The_Fossette]

@stephenrobins

I reviewed your post and I understand that the HP support assistant is showing an update for the printer and you want to remove it.

Don’t worry, I assure you I will try my best to get this sorted.

What is the exact model for your printer?

You can click on the delete icon next to the update to remove the update from the HP support assistant and record it in the action lop.

Please refer to the below article for more information.

https://support.hp.com/in-en/document/c03467905

In case if you continue facing the issue, then I recommend you uninstall HP support assistant completely from your computer and then download and install it from the below link.

http://www8.hp.com/in/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_in/en/any/psg/pl...

Let me know how it goes and you have a great day!

P.S: Welcome to the HP Support Community 😊

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[stephenrobins]

Hi,

You have the wrong understanding of my problem.

The support assistant is showing an update and to use it it is asking me to sign in BUT I am already signed in. So I cannot access this update and neither can I remove it. If I edit the device or remove the program the update returns and I still cannot access it. I have a screen shot.

[The_Fossette]

@stephenrobins

What is the exact model for your printer?

Cheers!

[stephenrobins]

Office Jet Pro 8720

[Kumar0307]

@stephenrobins

This could be an issue with the HPSA application.

On the printer, kindly go to Setup > Printer maintenance > Update the printer > Check now.

This is the only update a printer requires. It's the firmware update. You may set it to automatic.

Click here to know different methods of updating printer firmware.

Keep me posted for any other assistance.

[stephenrobins]

Hi,

All software and firmware is up to date.

This is the problem: In the Support Assistant it shows that my printer requires an update:

"HP Officejet Pro 8720 All-in-One Printer Series Full Feature Software and Drivers". This update is marked with a red exclamation mark. To the right of the update it says: "you must sign in to this device to install updates". Further to the right in a box it says:

"How to install updates, sign in to HP Support Assistant on this device (My Desktop) to download and install available updates".

As far as I can see I'm signed in everywhere, so cannot sign in again to get this update which by the way I already have installed and have had since I bought the printer.

I have tried everything I can think of including uninstalling the printer and the support assistant a number of times to try and get rid of this update notification but it just keeps coming back.

Can you help me get rid of this notification?

Regards

Stephen

[Kumar0307]

@stephenrobins

I understand that the HPSA app is asking you to sign in even when you are already signed in to install the updates.

That is why I said the issue could be with the app itself.

I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction with our HP Support team.

Please reach out to the HP Support in your region for further assistance.

Keep me posted for any other assistance.