Updating firmware issues

[Nicolas04]

I was trying to update the firmware for my monitor but for some reason it fails to communicate with the device once the lightning package is getting ready to install, I have tried with different versions on firmware but all of them give the same failure. Any reason why this happens?

 

[Raj_05]

Hi @Nicolas04,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you're experiencing issues with updating the firmware on your OMEN Transcend 31.5-inch UHD OLED Gaming Monitor. Several factors could cause this communication failure during the firmware update process.

• Connection Issues: Ensure the monitor is properly connected to your PC via the correct input port (e.g., HDMI or DisplayPort). Also, verify that the cable is securely plugged in and free of defects.
• Software Conflicts: Ensure that no other programs are interfering with the update. Close unnecessary applications, especially those that might be accessing display settings (such as graphics card software or screen-sharing programs).
• Firmware Compatibility: Double-check that you are using the correct version of the firmware for your specific monitor model. Even slight variations in model numbers can result in incompatible firmware versions.
• USB Port Issues: If you're using a USB drive to install the update, ensure it's formatted correctly (typically FAT32 or exFAT) and that there is no corruption in the firmware file. You could try using a different USB port or USB stick to rule out issues with the drive.
• Monitor Settings: Some monitors require specific settings to be enabled before a firmware update can proceed (e.g., enabling USB update mode). Check the monitor’s manual or settings menu for any requirements before starting the update.
• Power Supply: A stable power supply is crucial during firmware updates. Make sure the monitor is plugged into a reliable power source, and avoid using power strips if possible.
• Outdated Firmware Update Tool: If you're using a dedicated tool or software for the update, it might be outdated. Check the OMEN website for any updated tools or instructions specific to your monitor model.
• Error in the Update Process: If the firmware update fails at the same point every time, there might be a persistent issue with the monitor's firmware that is preventing the update.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[DualEdge]

I have the exact same problem.  Were you ever able to figure this out?  The things that the HP rep stated either didn't work for me or weren't applicable to my setup.  

[DualEdge]

I was just able to update the firmware by using a different laptop; however, this should not be the accepted solution.  My intended way to use this monitor was to using my main (gaming) PC alongside my work laptop.  On my main PC (where the problem is), I was using a USB-C to USB-C connection for data and DisplayPort for video.  On my spare laptop (which is not intended to be used in tandem with the KVM functionality and is NOT my work laptop), I used an HDMI and USB-C to USB-A type combo and the update process was able to be completed.  It may also be worth noting that I use Windows 11 on my main PC and Windows 10 on my laptop.  I think that HP needs to either revamp their firmware updater software or clarify the vague issues beyond 'Unable to communicate with the device', especially when literally everything but the 'Lighting' device is able to be read just fine.  

[Nicolas04]

I try different methods but none of them worked, I was thinking on that too but unfortunately I do not have a laptop. And is kinda annoying to change from Windows 11 to 10 in case this is the reason. But I'll see if I can borrow a laptop from my family and see if that can updated. Thanks for sharing this information!!! 

[Raj_05]

Hi @Nicolas04,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Alden4

HP Support 

[calmkelp]

I'm also having this issue. I spent an hour with HP support chat today and they didn't resolve it. Their response was to try it on a different computer or reach out to support for my PC manufacturer. 

I don't have another PC, so that's not an easy option.

I built the PC I have, and I can't see how the motherboard manufacturer (Asus) is going to have any answers for why HP's firmware update is failing.

I've tried with USB-C to USB-A with the cable that came with the monitor. And USB-C to USB-C via an Apple Thunderbolt 4 Pro cable (A very expensive cable that should always work).

This really seems like a bug in the firmware update process.

[Irfan_06]

Hi @Nicolas04,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to assist you.

It sounds like you're encountering a frustrating firmware update issue with your HP monitor. If you’re unable to update the firmware on your HP monitor and have already attempted multiple USB configurations (USB-C to USB-A and USB-C to USB-C), here are some steps you can take to troubleshoot and potentially resolve the problem:

1. Verify the Monitor Model and Update File

• Confirm that the firmware file you’re using matches your monitor’s exact model number. HP firmware updates are typically model-specific, and using the wrong file can cause the process to fail.
• Ensure the firmware file is not corrupted. Redownload it from HP's official website if necessary.

2. Use the HP Display Center

• If you haven’t already, try updating the firmware using the HP Display Center software (if supported for your monitor).
  • Install the HP Display Center from the Microsoft Store.
  • Use the software’s firmware update feature, as it often manages the process more reliably than standalone files.

3. Confirm USB Connectivity

• Make sure the monitor is correctly recognized by your PC:
  • Check Device Manager under "Universal Serial Bus controllers" or "Monitors" for any issues.
  • If it’s not recognized, switch USB ports (preferably USB 3.0/3.1 ports) or try a powered USB hub.
• Ensure the USB-C to USB-C cable is capable of data transfer, not just power or video.

4. Clean Boot Your PC

• Restart your computer in a clean boot environment to eliminate potential software conflicts:
  • Disable all non-essential startup programs and services.
  • Retry the update process.

5. Try an Older Version of the Firmware Tool

• If the update tool is causing issues, an older version (if available) might work better with your current setup.
• Look for previous versions of the update utility on the HP support site or contact HP support to provide one.

6. Use a Different Update Method

• Some monitors allow firmware updates via a USB drive plugged directly into the monitor (check the user manual).
  • Format the drive as FAT32.
  • Place the firmware file on the drive and follow the monitor’s on-screen instructions to update.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[Wale96]

Hey could you help with downgrading the firmware. I recently upgraded the firmware of my qd oled monitor to (1.0.6.0 Rev.A) but this has broken the KVM functionality for me, now I am no longer able to switch the KVM to a sleeping(in-active) source. This means both KVM sources need to always be active in order to switch. Can you please let me know how to downgrade to an older firmware, this new change to KVM does not make sense.

[DualEdge]

FYI, I have the exact same issue occurring and it's honestly got me leaning towards returning the monitor given all these seemingly firmware-related issues.  The KVM functionality was one of the primary reasons why I bought this monitor over some of the others in the same price range, so at the very least, I expect the KVM to at least work reliably.  What happens in my situation is that the KVM functionality will work great for a while, but after I switch to my work laptop and work for a bit and then try to switch back to my main PC, the button is completely unresponsive.  Even when I enter the monitor's UI and manually force it to switch to my main PC, the keyboard and mouse input are still on my work laptop while my main PC's display is completely black.  The workaround that I've found for this is to unplug and re-plug in my main PC's DisplayPort cable, but this is frankly an unacceptable solution.  The fact that others are having the same issue makes me wonder just how much testing is being done prior to releasing these firmware updates and if HP engineers are actually using this monitor themselves day-to-day.  With CES 2025 right around the corner, I will be watching for other competitor's offerings as I will still be within my return window at that point.