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HP Update Errors

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This information applies to HP and Compaq desktop computers with HP Update installed.
Use the section that matches your error message to fix the HP Update software.
The following error occurs while attempting to install an update from HP:
The update did not complete successfully. (9994)
Figure 1: Error message
Error message from an HP update
The error displays when part or all the update installation is unsuccessful. Restart the computer, clear the temporary files, and then try to install the update again.
  1. Restart the computer.
  2. Click Start, All Programs, Accessories, System Tools, and then click Disk Cleanup.
  3. Select the hard drive with the operating system (usually C:), and then click OK.
    Wait for disk cleanup to calculate how much disk space it can save.
  4. Select Temporary Files, and then click OK. It might take a while for the Disk Cleanup utility to remove the files.
    Figure 2: Disk Cleanup
    Disk Cleanup window
  5. Try to install the update again.
The following error occurs while attempting to install an update from HP:
Your system does not meet the minimum requirements for this update. Update has been cancelled (9994).
Figure 3: Error message
Error message from an HP update
The error displays when ...
  • the update requires certain hardware or software that is not installed on your computer (examples: keyboard replaced with a non-HP keyboard or Microsoft .NET software is not installed),
  • the computer does not meet a certain minimum hardware or software requirement (examples: 4 GB minimum memory, 200 MB free disk space, or .NET version 2.0 required and 1.0 is installed) .
Usually, this error indicates the update is not needed for your computer and it should not be installed.
The following error occurs while attempting to install an update from HP:
Your system is up to date. Update has been cancelled. (9995)
Figure 4: Error message
Error message from an HP update
The error displays when the same or newer version of software is already installed (computer already has the updated software).
This error indicates the update is not needed for your computer.
The following error occurs while attempting to install an update from HP:
Your system does not meet the minimum requirements for this update. Update has been cancelled (9996).
Figure 5: Error message
Error message from an HP update
The error displays when ...
  • the update requires certain hardware or software that is not installed on your computer (examples: keyboard replaced with a non-HP keyboard or Microsoft .NET software is not installed),
  • the computer does not meet a certain minimum hardware or software requirement (examples: 4 GB minimum memory, 200 MB free disk space, or .NET version 2.0 required and 1.0 is installed) .
Usually, this error indicates the update is not needed for your computer and it should not be installed.
One of the following errors occurs while attempting to install an update from HP:
Your system does not meet the operating system requirements. Update has been cancelled. (9997)
Or
Your system does not meet the operating system requirements. Update has been cancelled. (9998)
If error message 9997 displays, see Error message 9997 .
If error message 9998 displays, see Error message 9998 .

Error message 9997

Figure 6: Error message 9997
Error message from an HP update
The error displays when the computer has a different edition of the operating system than is required by the update. For example, the update applies only to computers with a 64-bit edition of Windows Vista and the computer has a 32-bit version of Windows Vista.
Usually, this error indicates the update is not needed for your computer and it should not be installed.
To check the operating system on your computer, click Start, right-click My Computer (or Computer), and then click Properties.
Check the operating system requirement for the update. If the operating system on the computer matches the operating system required for the update, follow these steps to install the update again:
  1. Restart the computer.
  2. Click Start, All Programs, Accessories, System Tools, and then click Disk Cleanup.
  3. Select the hard drive with the operating system (usually C:), and then click OK.
    Wait for disk cleanup to calculate how much disk space it can save.
  4. Select Temporary Files, and then click OK. It might take a while for the Disk Cleanup utility to remove the files.
    Figure 7: Disk Cleanup
    Disk Cleanup window
  5. Try to install the update again.
Usually, this error indicates the update is not needed for your computer and it should not be installed.

Error message 9998

Figure 8: Error message 9998
Error message from an HP update
The error displays when the computer has a different operating system than is required by the update. For example, the update applies only to computers with Windows Vista and the computer has Windows XP.
Usually, this error indicates the update is not needed for your computer and it should not be installed.
To check the operating system on your computer, click Start, right-click My Computer (or Computer), and then click Properties.
Check the operating system requirement for the update. If the operating system on the computer matches the operating system required for the update, follow these steps to install the update again:
  1. Restart the computer.
  2. Click Start, All Programs, Accessories, System Tools, and then click Disk Cleanup.
  3. Select the hard drive with the operating system (usually C:), and then click OK.
    Wait for disk cleanup to calculate how much disk space it can save.
  4. Select Temporary Files, and then click OK. It might take a while for the Disk Cleanup utility to remove the files.
    Figure 9: Disk Cleanup
    Disk Cleanup window
  5. Try to install the update again.
The following error occurs while attempting to install an update from HP:
Your system does not meet the minimum requirements for this update. Update has been cancelled (9998).
Figure 10: Error message
Error message from an HP update
The error displays when ...
  • the same or newer version of software is already installed (computer already has the updated software),
  • the update requires certain hardware or software that is not installed on your computer (examples: keyboard replaced with a non-HP keyboard or Microsoft .NET software is not installed),
  • the computer does not meet a certain minimum hardware or software requirement (examples: 4 GB minimum memory, 200 MB free disk space, or .NET version 2.0 required and 1.0 is installed) .
Usually, this error indicates the update is not needed for your computer and it should not be installed.
Use the following sections to troubleshoot other errors with HP Update.

Reinstalling HP Update to fix problems

If the HP Update software freezes or does not behave correctly, complete the following steps to remove HP Update. Then download and install the latest version of the software.
  1. Remove the HP Update software using the following steps:
    1. Click Start , and then click Control Panel.
    2. For Windows 7 and Vista, under Programs, click Uninstall a program.
      For Windows XP, click Add or Remove Programs.
    3. In the list, right-click HP Update, select Uninstall, and then follow the on-screen instructions.
      Figure 11: Uninstall HP Update
       Uninstall with HP Update and Uninstall selected
  2. After the HP Update software is removed from the computer, download and install the update from the HP Web site.
  3. After the HP Update software is reinstalled, open it to check for updates.
    Click Start , click All Programs, click HP, and then click HP Update.
  4. The Welcome to HP Software Update window displays. Click Next to check for new and updated software for your computer.
    HP Update now checks for the latest updates from the Web.
  5. If new updates are available, make sure the check box next to each update is selected. Then click Next to begin downloading and installing the updates.
    A progress bar reports the progress.
    If no updates are available, click Finish.

What to do when a single update fails

When a single update fails, use the following steps to install update files that were not open to be processed by the HP Update software program:
  1. Close HP Update.
  2. In Windows 7 or Vista, click Start , and type %temp% into the Start Search field.
    In Windows XP, click Start, click Run, and type %temp% .
    A window showing temporary files opens. The files that were retrieved by the HP Update process are listed in this folder.
  3. Sort the files by date.
  4. Find the oldest update in the list and double-click to open and install.
  5. Continue installing updates in the order of oldest to newest until all updates have been installed. You might have to restart the computer several times throughout this process.
  6. After all updates have been installed, delete all the files in the temp folder and restart the computer. HP Updates should now be able to install updates normally. If not, repeat these steps.

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