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Using and Troubleshooting HP Update

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HP Software Update, also called HP Update, is HP's tool to help keep your computer up-to-date. The HP Update program finds the latest updates needed for HP software, drivers, firmware, BIOS, tools, and utilities installed on your computer and gives you the choice of which to install. It also updates new technical content such as troubleshooting tips.
Getting the latest version
Download and install the latest version of HP Update here.
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Opening HP Update when the message appears
An HP Update window opens periodically and prompts for permission to check on the Web for the latest updates. These updates are needed for the HP hardware and software installed on your computer. HP recommends that HP Update be set to automatically check for updates every week and to notify when an update is available. See Changing HP Update Settings for details on configuring HP Update.
  1. HP Update might be set to automatically check HP for any available updates. When this happens, an HP Update window displays in the lower-right corner of the screen.
    Figure 1: HP Software Update window
    Click Continue in this window to open the Welcome to HP Update window.
    NOTE: If you cannot click on this message in Windows Vista, close Windows sidebar by right-clicking above the Software Update message (over the Windows desktop) and select Close Sidebar . The Windows Sidebar will minimize to a tray icon that can be opened later and you will be able to click Continue.
  2. Click Next to check for updates on the Web.
  3. If new updates are available, make sure that the check box next to each update is selected and click Next to begin downloading and installing the updates.
    A progress bar reports progress.
    If no updates are available, click Finish .
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Checking for updates
Use HP Update to check for updates any time. Follow these steps to check for updates:
  1. Click Start , All Programs , HP , HP Update .
  2. In the Welcome to HP Update window, click Next .
    Figure 2: Welcome to HP Update
    Welcome to HP UPdate window
    HP Update now checks for the latest updates from the Web.
    Figure 3: Checking for updates...
    HP UPdate window checking for updates
  3. If new updates are available, make sure the check box next to each update is selected and click Next to begin downloading and installing the updates.
    If no updates are available, click Finish .
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Changing HP Update settings
Use the HP Update Settings window to change the notification settings and to set how often HP Update checks for updates on the Web.
Open the HP Update Settings window by clicking Settings at the bottom of the HP Update window (see preceding section for navigation steps).
Notification setting
HP recommends that HP Update automatically checks for updates and notifies you only when an update is available. Follow these steps to change the notification setting:
  1. Click Start , All Programs , HP , HP Update .
    The Welcome to HP Update window opens.
  2. In the HP Update window, click Settings .
    The HP Update Settings window opens.
    Figure 4: HP Update Settings window
    Notification settings
  3. Select Automatically check the web for updates. Only notify me when an update is available .
  4. Click OK .
NOTE: HP Update always notifies you before downloading and installing updates.
Update timing setting
HP recommends checking for new software updates at least once every week. If you are not receiving the automatic reminder messages, or are receiving these reminders fewer than once a week, change them as follows:
  1. Navigate to the HP Update Settings window (see the preceding section for navigation steps).
  2. In the HP Update Settings window, select the desired frequency from the drop-down list under Check for software updates on the Web .
    HP Update should be set to check for updates every week. HP Update can be set to never check for updates on the Web (not recommended).
  3. Click OK .
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HP Total Care Advisor always shows an HP update is available
HP Total Care Advisor persistently shows that a critical or recommended update is available - even after you have installed the update or have selected Never (remind me later) from HP Health Check. The following steps rebuild a database file used by HP Update and HP Advisor to fix this issue.
  1. Close Total Care Advisor by right-clicking the system tray icon and selecting Exit .
  2. Enable the viewing of hidden folders:
    1. Click Start and then Computer .
    2. If you are using Windows 7 or Vista, press the Alt key to show the Tools menu.
    3. Click Tools and then select Folder options .
    4. Click the View tab.
    5. Select Show hidden files, folders...
    6. Remove the selection from Hide extensions for known file types .
    7. Click OK to close the window.
  3. Browse the following path to open the hpadvisor folder: c:\users\%USERPROFILE%\appdata\roaming\hewlett-packard\hpadvisor\
    Tip: you can copy and paste the path into the user request line of an open window to open the hp advisor folder.
  4. Click a file in the hpadvisor folder with the file suffix mdb.
  5. Rename the file by clicking the filename and typing backup_ before the filename. For example, if you find the file HPAdvisorToDo.mdb, rename the file to backup_HPAdvisorToDo.mdb.
  6. Rename any other files that end with mdb in the hpadvisor folder in the same way, if they exist.
  7. Open Total Care Advisor.
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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 5: 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 .
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What to do when a single update fails
If the update for a single program or device fails with error 9998 (Does not meet minimum system requirements), the update is probably not necessary. Error 9998 indicates that a specific requirement needed for the update was not found on the computer. For example, if the update was designed to update DVD playing software, but that software has been removed from the computer, the error displays.
For other types of update failures, do the following 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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The HP Update window is cut off at the bottom
If the HP Update window is cut off at the bottom of the screen, check the following items.
  • If you have Windows Vista, close Windows sidebar by right-clicking above the Software Update message (over the Windows desktop) and select Close Sidebar . You can open Windows Sidebar again from the tray icon or Start menu.
  • Temporarily set the display resolution to 1024x768 or higher to see if the problem is related to the display resolution.
  • De-select Keep the taskbar on top of other windows from taskbar properties in Windows.
  • Change DPI Scaling to default (96dpi).
    • In Windows 7, DPI Scaling is available from Display Settings as "Set customer Text Size (DPI).
    • In Vista, DPI Scaling is available as "Adjust font size (DPI)" from Personalization in Control Panel.
    • In Windows XP, DPI Scaling is available from the General tab of Advanced Display settings.
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Turning off HP Updates
If you do not want the HP Updates window to open automatically and download updates, do the following:
  1. In Windows 7 and Vista, click Start , All Programs , HP , HP Update .
    In Windows XP, click Start , All Programs , the HP folder, HP Software Update .
    The Welcome to HP Software Update window opens.
  2. In the HP Update window, click Settings .
    The HP Update Settings window opens.
  3. Remove the selection Automatically check the Web for updates. Only notify me when an update is available .
  4. Select Never .
    Figure 6: HP Update Settings window
  5. Click OK .
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Frequently Asked Questions
What do I do when the HP Update window displays on my screen?
Depending on the settings, an HP Update window displays before the program checks for updates or after it finds needed updates. Click Continue in this window to open HP Update.
Why is HP Update important?
HP Update proactively offers software, hardware, driver, and firmware updates as they become available. Not having the most current version of software can result in product performance that is less than optimal. HP Update notifies you when new software becomes available and offers immediate download and automatic installation.
How does HP Update work?
The HP Update program compares the HP software and hardware installed on the computer with updates that are available from HP. It displays a list of only those updates needed for your computer. You can then choose to install some or all of those updates.
Are updates available for all HP software and hardware through HP Update?
Not all updates that are on your HP computer's Software and Driver page are available through HP Update. To see all updates that are available, visit your HP computer's Software and Driver download page .
When does the HP Software Update program open?
HP Update opens when it is time to check for the latest updates on the Web. You can change the timing of HP Update checks or check for updates any time .
Is HP Software Update secure?
Absolutely! HP has completed extensive evaluation and testing to ensure that HP Update meets or exceeds all security standards.
How does HP protect my privacy?
HP Update scans the computer for installed HP software and products and uses this information to determine if any updates are available for the HP software on your system. The IP address of your computer is used only to transmit this data. HP Update does not create any unique identifier that can be used to identify the computer. HP Software Update does not collect your name, address, e-mail address, or other forms of personally identifiable information.
To view the entire HP Software Update privacy policy in Windows XP, click Start , All Programs , HP , HP Software Update , and click HPs privacy policy in the HP Software Update window.
To view the privacy policy in Windows Vista, browse to the HP Update window, click Help , and click Privacy Policy .
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