hp support assistant says firmware update but can't install

[MarcSch]

For a couple weeks I've been prompted by hp support assistant to install a Firmware update on my printer. I go through the procedure to download and in a additional window it tells me "nicht anwendbar" (not usable).
The prompt "Firmware update" in the hp support assistant keeps coming back and I don't know how to get read of message.
Actions already tried:
- de- and reinstall hp support assistant
- checked and tried to install Firmware update from the printer

Can you help? Thanks

[praveen196]

@MarcSch Welcome to HP Community!

I understand that you are unable to update the firmware for your  Hp Envy Photo 6230 printer.

There is three ways to install the firmware.

1. Update directly from the printer

2. Download firmware updates from the HP website

3. Install updates through the HP Smart app

Please refer to the following link.

Please click to download the firmware.

https://ftp.hp.com/pub/softlib/software13/printers/en6200_1925A_win/EN6200_R1925A.exe

let me know how that pans out,

And the answer to the above question will help me, help you!

Keep me posted, and if any of the above questionnaires helped resolve the issue, 

Mark this post as an "Accepted Solution".
Good luck.

[MarcSch]

Thanks for your help Praveen196
I've tried to update the printer directly. It tells me that it is to the latest update. I also downloaded the Firmware file EN6200_R1925A.exe and installed it. It tells me the same message "not applicable - Nicht anwendbar".
I think the Problem lies in the fact that the Firmware is already installed, but HP support assistant does not recognize this installation. It keeps on reminding me to download and install the Firmware file. Only to tell me after "not applicable".

Do you have any other suggestions?

[praveen196 · Accepted solution]

@MarcSch

Thank you for the update.

If the Firmware is updated already, Please ignore the HP support assistance message. 

Have a nice day!!

[MarcSch]

Hello Praveen196
Thank you for your appreciated answer, but I don't like flaws on my system.
In the meantime, since nothing else fixed the problem, I reinstalled Windows (keep data), reinstalled my apps and now the HP support assistant seems to work properly.
Therefore, I assume that one of my programs was the culprit.
Anyways, thanks again for your help, case is closed and I wish you a wonderful day.

[praveen196]

@MarcSch

Thank you for the update.

In the future, If you have any concerns. Please get back to us. we will assist you.

Have a nice day!!

[sheldan]

Like @MarcSch, I am starting to get this same problem.  HP Software Assistant claims that I need to install "HP ENVY Photo 7100 All-in-One Printer Series Firmware Update."  I download and install it, but the software does not allow me to check the checkbox for my computer, and the only options I have are "Refresh" and "Cancel."

If I have updated the firmware, why is HP Support Assistant telling me I have this update?  Maybe unlike @MarcSch, I am able to download and install, but the installation on this software does not allow me to use it.  I think that either the software has a flaw that needs to be addressed, or HP Support Assistant should stop telling me I need to update.  The fact that I have a red exclamation point icon staring at me every so often and the fact that even if I try to update I have the same problem is not something insignificant that I can "ignore" the message.  Please look into this or at least let me know how I can permanently suppress this message unless I really must update the software.

[MarcSch]

Hi Sheldon, since my last post to this issue, the flaw started to pop up again.

Since HP does not seem to have a solution I just "delete" the downloaded file and the system is quiet for a while.

Also, when I do the update check directly on the printer, over "installation, extra, update" I get confirmation that the printer needs no update.

Like you say, I agree that HP should investigate this flaw and find us a valuable solution.

[praveen196]

@MarcSch 

I understand your concerns.

Please perform the hard reset then try to update the firmware.

1. Turn the printer on, if it is not already on. 

2. Wait until the printer is idle and silent before you continue. 

3. With the printer turned on, disconnect the power cord from the rear of the printer. 

4. Unplug the power cord from the wall outlet. 

5. Wait at least 60 seconds. 

6. Plug the power cord back into the wall outlet. 

7. Reconnect the power cord to the rear of the printer. 

8. Turn on the printer, if it does not automatically turn on. 

9. Wait until the printer is idle and silent before you proceed 

Have a nice day!!

[sheldan]

@Praveen196 and @MarcSch,

I followed those steps and opened HP Support Assistant.  I clicked on updates for my printer and this time the firmware update did not appear.

It could be that this has solved the problem.  However, I will monitor HP Support Assistant to see if it comes back. 

My other concern is that this update did not allow me to select the printer, but maybe it was because the firmware was up to date and therefore my printer was grayed out.  That may be the normal situation with the firmware.  If so, then both the firmware and HP Support Assistant worked properly (although why HP Support Assistant flagged my printer for a software update it did not need should be addressed).

Thank you for your help.