Update won't install

[kathiebarclay]

red exclamation shows my Envy notebook needs an update, but the update listed is for my HP OfficeJet Pro 6968 All-in-One Printer.  It won't install.  How can I get rid of this?  Thanks for any help!

[KrazyToad]

@kathiebarclay

Welcome to HP Community

I have gone through your Post and would like to help

I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

HPSA will automatically search for all the latest drivers for your Notebook / Printer

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

   

2. Click Check for updates and messages to scan for new updates.

   

3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

4. Click the update name for a description, version number, and file size.

5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Keep me posted how it goes

Thank you and have a wonderful day 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[kathiebarclay]

Thank you for trying to help me.  I did as you suggested but the result is the same.  Here's a screen shot that shows a printer update under my notebook instead.  It tells me to sign in but I am already signed in.  If you have another suggestion, I'd be grateful.  Thanks again!

[KrazyToad]

@kathiebarclay

As per the HP Website, there is a Firmware update for your printer which was released on 27th March 2020.

You can download the same here from this Link; https://ftp.hp.com/pub/softlib/software13/printers/ojp6960/2006B/OJP6960_2006B.exe

Thank you

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.
 

[kathiebarclay]

Thank you for trying to help me.  I did as you suggested and as you can see from the screen shot, my printer is up to date.  The red exclamation still shows up.

[Echo_Lake]

@kathiebarclay

Thank you for posting back.

After updating the Printer Firmware now uninstall and reinstall the HP Support Assistant

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[kathiebarclay]

I did that and still the same results.  Thanks for trying to help me.

[Echo_Lake]

@kathiebarclay

I would request you to reach out to our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[kathiebarclay]

I have tried that and can't get anywhere until the automated support assistant assigns me a case number.  This 'assistant' can't understand the issue so i'm still stuck.

[Echo_Lake]

@kathiebarclay

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.