• ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Windows update impacting certain printer icons and names. Microsoft is working on a solution.
    Click here to learn more
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
We would like to share some of the most frequently asked questions about Instant Ink. Check out this link: HP INSTANT INK, HP+ PLANS: INK AND TONER. .
HP Recommended

Hi,

 

I have a HP OfficeJet Pro 8024 using HP Instant Ink.

 

The printer continually restarts itself trying to install an update.

 

I get the message 'The Printer Update Could Not be Downloaded'.

 

When the printer is attempting to download the update, I see the download percentage get to 100% and then I get the above error message.

 

I have tried updating via;

- the printer

- web services on PC

- HP update tool 

- HP Smart app

 

I have also tried changing my printer's IP settings, and using a wired connection. It makes no difference.

 

Please help. THANKS.

5 REPLIES 5
HP Recommended

Why did you remove my follow up post about this being the 2nd printer I've had that has suffered due to forced HP updates?

 

EXPLAIN.

HP Recommended

Hi @Kopite84 

 

Welcome to the HP support community.
 

I understand that you are facing an issue with your printer, I am glad to assist you today.

 

Please try these steps:

 

your Anti Virus might block your Access to EWS page.

 

Please disable the Anti Virus Temporarily and assign a Manual IP Address

 

 

- Print a Network Config Page from the printer. Note the printer's IP address.

- Type that IP address into a browser to reveal the printer's internal settings.

- Choose the Networking tab, then Wireless along the left side, then the IPv4 tab.

- On this screen you want to set a Manual IP. You need to set an IP address outside the range that the router automatically sets (called the DHCP range). If you do not know the range, change the last set of numbers (those after the last '.') to 250

- Use 255.255.255.0 for the subnet (unless you know it is different, if so, use that)

- Enter your router's IP (on the Network Config Page) for the gateway.

- Enter 8.8.8.8 for the first DNS and 8.8.4.4 for the second DNS. This is Google DNS.

- Click 'Apply'. and close the page

Go back to the EWS Page again and try the update

 

Click here to download and install the latest printer firmware from your PC.

Click here to know different methods of updating printer firmware.

 

If you are not able to download or install it on your PC, check if you have restrictions from the Admin of the PC.

 

Hope this helps!


Please perform these steps and Feel free to reply to your public post for any further assistance.


Thank you for being a Valuable Member of our HP Family.

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.


-Regards, 

 

Raj2111
I am an HP Employee

HP Recommended

I had seen this on another post from a user with the same issue. I had already tried it. It made no difference as the firmware update does download, but fails to install. I do not think the issue is IP related as the download does work.

 

As mentioned in my first post, have tried all methods of installation, however when using the PC updater tool, I noted that the firmware installed on my printer is currently the latest version - it is up to date. So why it is trying to install another update, I do not know.

HP Recommended

Hi @Kopite84 

 

We are sorry that the issue is not resolved when the above troubleshooting steps were performed.

 

To get the answer to this question, we have limited support boundaries in the support community as of now.


I would request you reach out to our support team. I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile.
 

-Regards,

Raj2111
I am an HP Employee

HP Recommended

I'm out of warranty of course, so it looks like I don't have any support options other than paying?

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.