Cannot update Laserjet firmware

[ChrisJohnW]

I have been trying for several hours to update the firmware on my Laserjet without success.  Trying from the printer control panel (which is setup for auto updates but doesn't) fails as it says it cannot connect to the internet.  It is connected by ethernet to my home network and the internet is working fine. If I download and run the firmware update utility this runs and gives me a smiley face at the end but clicking the print config button at the end does nothing and the firmware date stays the same i.e. the old one. 

I tried connecting via USB instead of ethernet in case that helped, which it didn't.  Why can I not get the update utility to work? The correct printer shows in the update utility drop down box and it says it is running and tells me it has finished but the firmware version never updates.  I am on 20171210 when I want it to be 20190716. Any help or advice would be appreciated as this is driving me nuts! 

[TEJ1602 · Accepted solution]

@ChrisJohnW, Welcome to HP Support Community!

Updating the firmware over USB is more efficient. Here is how you do it-

• Download the firmware update on your computer. 
• Connect the printer using a USB cable. 
• Then run the downloaded firmware update on your computer to install it on your printer. 
• You can follow the on-screen instructions on your computer to complete the update on the printer.

If you do not have a USB cable, try using HP Smart App to update the printer firmware. Follow the steps below:

Download and install the HP Smart app on your computer, smartphone, or tablet if you have not already installed it. Go to Using the HP Smart App (Windows 10) for more information.

1. After completing the printer setup, click or tap your printer name.

   NOTE: 

   Menu names, locations, and available settings vary by printer model.

2. Under Advanced, select Printer Home Page (EWS) or Advanced Settings.

3. Click or tap Tools or Web Services.

4. Click or tap Printer Updates or Product Update, and then click or tap Check Now.

Keep me posted for further assistance.

Please click “Accept as 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!

[ChrisJohnW]

Thanks for your message. I tried the USB method but I was unsuccessful. I then contacted HP support by phone (the printer is under warranty). The technician took control of the computer and tried updating the firmware. He ended up uninstalling and reinstalling the printer, running the update utility and then trying it manually with the .rfu file. This was all with the printer connected by the ethernet link to my home network. Finally after consulting his colleagues I disconnected the ethernet connection and connected by USB. he then tried again forcing the manual update. This time it was was successful.

This confirms your suggestion that USB is the most reliable. The technician was unable to offer any explanation as to why the previous methods were unsuccessful. He carefully checked all the network settings and could find nothing wrong.

The HP support site implies that updating the printer whilst it is connected via ethernet is a legitimate method. Clearly this is desirable as it is not always convenient to connect via USB.  I would suggest that the support website ought to warn about using the ethernet method. It would be good if you could just copy the file to a USB stick and plug it in to the printer and update from there.   

I should add that whilst connected via ethernet, the method using the laserjet update command from the printer control panel also failed. I enabled EWS services and confirmed the internet connection was OK and it still failed.  We did not try this after connecting via USB. 

I found the HP technician support excellent and the guy was determined to find the solution. It's a pity that I had to resort to this for what should be a fairly painless process. I work on the basis that if HP has taken the trouble to issue an update then the least I can do is to install it. I always try to keep my devices up to date. I too was determined to get it updated.

Hopefully your advice and my experience will be of some help to others? 

[TEJ1602]

@ChrisJohnW

Sure, thanks for the inputs.

Let me know if you need any further assistance.

Please click “Accept as 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!