Firmware M277dw issue

[andrewdawson11]

I opened this topic on another board a few days ago but had no replies, so I am trying over on this board. 

I have spent over 5 hours on the phone with HP so far and they are looking into seeing if this might be a server issue on their end.

There is a feature on the new MFP M277dw laserjet from HP that allows you to check for updates for the firmware on the Lasertjet itself. When I go to that feature and click the option, I see it going out there to check for updates and then a message returns that says "The printer is unable to connect to the service."

I have Internet connection. I have done this test both wired and wirelessly with the same result. I have also sent an email on an old 3G network from my old phone and got it to print thus it has internet connection. The only thing I cannot get to work on my printer is this one option, checking for firmware updates.

Currently, the firmware if from June on my printer and I know there is a later one which I should be able to install and pouplate directly on the printer itself.

Is anyone out there having the same problem on their M277? IF you have one of those could you check that feature under "Setup/Service/LaserJet Upate/Check For Updates Now" and tell me what you get when you do this...

Thanks. 

Andrew

[iMike_M]

I had the exact same issue (and still do).  I'm an iMAC user and when I go to the "downloads" section, there is no firmware option for iMac users, but if you change the O/S to Windows, there will be one from August 2015.  The problem is, HP compiled the update into .exe format so you need a Windows machine to apply it to your printer.  I managed to locate a Windows machine to do this, and even after applying the new firmware, you still get the "unable to connect to service" error.

I put my printer into my DMZ, I also changed the DNS to point to Google as many other forums recommended (8.8.8.8 & 8.8.4.4) but none of these things helped. 

The new firmware is crucial to the printer, as without it, my unit constantly dropped it's network connection randomly regardless if I was using wired or wireless.  IMO, the only way to apply it right now is to download it to a Windows PC, and push the new firmware.  HP needs to fix this as it is a real pain for Apple users.

 I'm located in Canada, so I'm wondering if HP's servers are doing any geo-sensing for IP addresses outside of the United States?

[andrewdawson11]

Unfortunately, I don't have any windows machine to do this. I have escalated this issue and spent hours and hours with HP on the phone and they have escalated it as well. I have been waiting for this esclated HP representative named Jeff to get back to me and discuss this issue further. The reality is that I believe there is a server issue on their end where the Firmware is being stored. Because the Firmware update should be irrelevant of the machine (Mac or windows based). The option on the printer itself should allow for any person anywhere in the world who has the printer to connect out to HP and get the download straight to their printer. Why else would they have the feature on their printer right?

Have you escalated the issue yourself with HP support? And what is the firmware datecode right now showing on your laserprinter itself?

If there is anyone else out there who has this M277dw, can you just go to the check for laserjet updates option on the printer itself and see if you can connect in or not? Maybe this doesn't work for anyone?

[andrewdawson11]

Everyone, I went to an Office Max today and decided to try a few things out surrounding this ongoing issue with the firmware. What I discovered is that this is definitely an HP issue with their LaserJet printers.

The option of Checking For Updates now does not work on any of the laserjet printers I tried. I tried several models of the 277dw, none of which worked. And then I tried the next LaserPrinter Model up as well. It was an HP LaserJet 400 MFP M425dn. And it got the same error message.

This was using an Ethernet connection on a T-1 line and thus I proved it is not a hardware issue. It's not an Internet connection issue. It's definitely an HP issue.

The only way to get the firmware on the printer was through the utlilty on the computer to transfer over and I had to do that with a Windows laptop I borrowed at the store.

I find this completely ridicolous that they have an option on their LaserJet's that doesn't work. What's the point of it being there if they don't want to have it function? Are they aware it doesn't work? Are they aware that it does nothing other than send back an error message on their printers? 

Any help from HP would be greatly appreciated. But I'd recommend anyone right now to NOT get an HP LaserJet until they get on this and fix the issue as it's a pain in the butt to get the Firmware on the Laser Printer right now.

[Thouky]

I am seeing a similar problem with a LaserJet Pro M452dn (not MFP).

Selecting "Check for Updates Now" displays "Checking for updates..." as the printer attempts to retrieve http://h19005.www1.hp.com/pub/laserjet/updates/gl/manifest. That URL always returns a 301 Moved Permanently status redirecting to http://whp-hou9.cold.extweb.hp.com/pub/laserjet/updates/gl/manifest.

However, the printer does not appear to follow the redirection (which returns 404 Not Found anyway) and instead just displays "Connection error. Check Internet connection. Press [OK] to continue."

Given the extent of network and internet connectivity built into these printers it is surprising that basic functionality like this is so broken.

Alex

[iMike_M]

I haven't escalated with HP myself, but can now add that AirPrint from an iPad receives "Printer Offline" when I try to print.  I agree with the other posters that this is hardware related, and I might say that it is network card related.

I'll wait for when I have an hour or two to blow with an HP tech before I call...but I will call.

[andrewdawson11]

Well I just wanted to provide an update this issue, as it's been a few weeks. According to the esclated support person I've been speaking with, it may be that this Check For Updates is not actually implemented on HP's end. He made a comment about a small note in the user manual that said something similar. I'm still hoping to see if anyone can report on whether they ARE able to use that feature on the HP printer itself. Thankfully, my new computer I just got is able to get the firmware on the printer and I'm running July's version now for the firmware. But, I would like to find out if this feature truly is not up and running for HP or if it's some specific configuation that a bunch of us have.

[Thouky]

I have just received the following update from HP support:

"As this case is elevated to the Level 2 support. The issue has been identified to the server which was not properly migrated at the time of separation and hence the auto update doesn't get connected to the defined server, this has been reported to the labs now and they are working on to fix this issue.

We appreciate your patience in this regard."

Alex

[andrewdawson11]

Thouky, not sure I understand what you are saying? auto update? The function I have been speaking of is the check for updates now feature on the printer itself. Is that what you are referring to?

[Thouky]

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@andrewdawson11 wrote:
Thouky, not sure I understand what you are saying? auto update? The function I have been speaking of is the check for updates now feature on the printer itself. Is that what you are referring to?

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Yes, this in relation to the "Check for Updates Now" option on the printer's menu. "auto update" is just what HP support have called it.

It looks like HP's web server is not serving the response that the printer is expecting. See the more complete description that I wrote in message 5 of this thread.

Alex