Firmware Update Doesn't Find Printer -- USB-Connected M404n

[jclarkw]

Tried to update firmware on this USB-connected M404n using "HP_LaserJet_Pro_M404_M405_series_FW_002_2118A.exe" and following the instructions from the HP Web site.  (First installed USB printer driver manually from "LJM404-M405_V4_DriveronlyWebpack_48.4.4586.exe" using Windows new printer wizard.  Printer does print, and printui.exe /s reports driver "HP LaserJet Pro M404-M405 PCL-6 (V4)" installed.)  As near as I can tell, the FW utility is not being blocked by the firewall (Windows built-in), but it doesn't seem to be looking for USB printers either.

Can anyone please tell me what I'm doing wrong? -- jclarkw

[Andr-1611]

Hello @jclarkw,
Welcome to the HP Support Community!

I can't tell you exactly what they did wrong. But one thing I can say is that you did not install the complete software.

The HP software must be completely uninstalled and removed of the system.

First download only this complete package: "HP LaserJet Pro M404/M405dn/M404/M405n/M404m Printer Full Software Solution",

1) File name: LJM404-M405_UW_Full_WebPack_48.4.4586.exe (118.1 MB)

Then proceed as follows:

Check the system for

• TuneUp`s
• Optimization Tools
• Cleanup Tools

disable them, better uninstall them. Next...

1. Disconnect printer/scanner from computer- Disable WLAN, WiFi and/or remove the USB or LAN cable.- Do not switch off the printer >> unplug the power cord from the socket!
2. right-click Start, search for "control panel" and open "Programs and Features"
   uninstall all HP printer software > via "Programs and Features"
3. right-click Start, search for "control panel" and open "Devices and Printers"
   In the "Devices and Printers" window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
4. Restart the PC
5. Close all programs
6. Change File-Explorer-Settings:View > Options > "Change folder and search options" > Tab "View"
   • enable > Show hidden files, folders and drives
   • uncheck > Hide protected operating system files (Recommended)
   OK
7. search for "HP [printer name]" and delete all this folders
8. Empty the TEMP folders
   A) C:\Users\[Your user account]\AppData\Local\Temp\
   B) C:\Windows\Temp\
system files cannot be deleted!
9. Reconnect the printer to the power supply and switch it on (if this does not happen automatically)
10. Please note: WLAN has to be deactivated!
11. Restart the PC
12. Close all programs
13. Open up the run command with the "Windows Key + R" key combo > in folder Downloads click on the EXE 1), see above.
14. The installation was completed successfully, now you must ...
15. Restart the PC again
16. Now the installation is complete.

Via USB, means wait until the installation asks to connect the printer/scanner.

Document error messages accurately, even better is to take a screenshot of it and upload here.

Important information:

Change back the File Explorer settings -
• enable > Don`t show hidden files, folders or drives
• click button > Hide protected operating system files (Recommended)
OK

Later you can change the connection, see Manual "Change the printer connection type (Windows)"

Hope this helps! Keep me posted.
Andreas

If my post resolved your problem please mark this post as an "Accepted Solution".
Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks”.

[jclarkw]

Thanks, Andr-1611, for the clear instructions.

Why are you recommending the "Full Software Solution," as opposed to the driver-only package that I installed?  Is this because you know the FW update won't work without it, or simply because you suspect that's the problem.

In any case, it will take me a couple of days to get this done (the printer prints OK, so it's not an emergency), but I'll report back... -- jclarkw

[jclarkw · Accepted solution]

UPDATE:  I finally figured out how to contact HP tech support for this new printer.  (The tortuous route that I followed was through https://www.hp.com/us-en/shop/cv/hp-store-contacts to the phone number, **bleep**, which presented a long, painful, automated list of questions before getting me to a real person.  The support specialist, however, gave me a much more direct phone number after answering my questions, **bleep**.)

The story on this printer, if I understood the tech correctly, is that there are three ways to update the firmware:

1) For a network-connected printer, there's an option to update firmware from the printer's front control panel, but this reportedly often fails.

2) You can update the firmware over USB, but not for a USB-connected printer!

3) To update the firmware over USB, you must first connect the printer to a network!  (I guess this means that, without a network connection, you cannot perform this update at all.  Go figure...)

Anyhow, I was able to do this using method (3).  I simply ran the Windows printer wizard again to install a new printer on my LAN.  (I left the USB version of the printer installed for future use.)  This was relatively easy because the drivers had already been unpacked for the USB installation, so the printer was still listed by the wizard.  The only trick was to note that the port number required by the wizard is 9100, not the IP address that is automatically filled in.)

I hope this helps the next person stuck in this trap of HP's making. -- jclarkw