Download unsuccessful

[DCD4]

I have an error message on the printer display that says:

"Download unsuccessful. The printer update could not be downloaded. Touch "Retry" to start the download again. Touch "OK" to exit."

Touching Retry never works.

When i hit OK, the printer resets to normal, but it tries to perform the download after about 10 mins.

How do I force a successful download?

Thank you for the help!

DCD4

[The_Fossette · Accepted solution]

@DCD4 

Welcome to the HP Support Community.

I'd like to help!

I reviewed your post and understand that the firmware update is failing.

I request you to disable automatic firmware update on your printer and this should resolve the issue.

To disable automatic firmware updates from the Control Panel/ Front Panel, follow the instructions below:

On the control panel/ front panel of the printer touch Setup or the Gear Icon 
Then scroll down to Printer Maintenance and select it. Then Scroll down to Update the Printer and select it.
Under update the printer, select “Printer Update Options” and select the option “Do not check”. When asked to confirm the settings, please select Yes.
 

Link for Printer Control Panel Document: https://support.hp.com/ph-en/document/ish_5817551-5817617-16
 

If you are unable to change the Printer Update options and if you are getting a message, this option is locked. Then you might have to restore factory defaults on the printer. To do so, please follow the instructions below:

On the control panel/ front panel of the printer touch Setup or the Gear Icon 
Then scroll down to Printer Maintenance and select it. Then scroll down to Restore and select it.
Then select Restore Factory defaults. When prompted to confirm the action, please select Yes. 
This will restore the printer to factory defaults and the printer will restart. Once the printer is restarted, On the control panel/ front panel of the printer touch Setup or the Gear Icon 
Then scroll down to Printer Maintenance and select it. Then Scroll down to Update the Printer and select it.
Under update the printer, select “Printer Update Options” and select the option “Do not check”. When asked to confirm the settings, please select Yes.
Then connect the printer back to the network.

To disable automatic updates from the EWS (Embedded Web Server) page of the printer, follow the instructions below:

Open a browser and enter the IP address of the printer in the address bar.

Link for the document on how to find the IP address of the printer: https://support.hp.com/us-en/document/ish_6039801-6039767-16

You might the below message

If you get that message, click on Advanced and click on Continue to “IP address of the printer”(Unsafe). This will open the EWS Page of the printer.
 

In the EWS page of the printer click on Tools Tab, then click on Printer Updates and click on “Firmware Updates”. Then select the option Do not check of Updates and click on Apply. Refer to the image below for the same. 
If the option “Do not check of updates is disabled, then you will have to restore factory defaults of the printer. To restore factory defaults on the printer, access the EWS page of the printer and click on the Settings Tab. Then click on Restore Defaults and click on “Restore Factory Defaults. Refer to the image below for the same. 
After restoring factory defaults, the printer will restart. Then you will have to connect the printer to the network. Once the printer is connected to the network, you access the EWS page and of the printer click on Tools Tab, then click on Printer Updates and click on “Firmware Updates”. Then select the option Do not check of Updates and click on Apply.

Note: This is a temporary workaround. Once we have a new firmware update available on HP.com you will have to follow the same steps and manually enable automatic firmware updates.

If the firmware update changes back to Automatic again, follow the above procedure to disable the automatic firmware update and then access the EWS page of the printer and change the firmware settings. To do so, follow the instruction below:

In the EWS page of the printer click on Settings, then click on Security and click on Administrator Settings

Then Scroll down to Printer Updates and uncheck “All Firmware Updates” and click on Apply.

Note: When you enable web services on the printer, you might get a prompt to check for updates, choose no. If you choose yes, by default the Check for updates will automatically be selected and that will enable automatic updates.

Hope this helps! Keep me posted for further assistance.
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!

[DCD4]

Hello,

Your information was very helpful.

I was able to turn off automatic updates, which solved this problem.

Thank you very much for your assistance.

This does, however, lead to another question - how do i get the printer to install updates in the future?

It seems that many people are having issues with printer firmware updates and there appears to be some type of issue with the HP Firmware update platform that is causing these update issues.

Again, thank you very much for getting our printer back into service without having to reboot it every 10 minutes!

[Treeko]

Hi @DCD4 

Thank you for confirming.

You can update printer firmware. Kindly refer to the steps on this link and let me know if that fixes the issue.

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!

I hope this helps.

Take care and have a good day.

Treeko

HP Support