Firmware Update Failure

[PK5601]

Hi There,

I've had a firmware update notification via HP Support Assistant (HPSA). I've downloaded it, it failed to install initially, and on retrying it just seemed to be in a loop, so I cancelled it. Went through this loop twice.

On the last attempt it displayed status as 'Up to Date'.

I've Printed the Network Config Page, before and after, and the firmware is different before and after, which to me shows it's done something. (Latest Revision is: MALBECPP1N004.2429A.00)

However, HPSA is still asking me to download/install. Do I need to, as I think it's done it. Has my cancelling caused it to not set a completed flag or something? Should I just delete it from the queue of update?

If anyone can help, I'd be grateful.

Kind Regards, PK.

[Irfan_06]

Hi @PK5601,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to help you.

I see that you are facing an issue with updating your printer firmware.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware once again to make sure it is successfully installed and let me know if that resolves the issue.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[PK5601]

Hi Irwin6,

Thanks for your advice.

I've done as you suggested, but it's not cleared the 'screech' notification mark on the HPSA icon on the task bar (though there is no update in the queue, or any message of any sort for any of my devices).

I have gone into EWS and checked that the firmware is up to date (which it is).

I think it did this a while ago, then disappeared, then came back, after which it offered me the firmware upgrade again.

If it prompts me again, I'll just delete it from the queue, I think.

Kind Regards, PK.

[Irfan_06]

Hi @PK5601,

If the update appears on the HP support assistant again, either you can delete it or you can uninstall and reinstall the HP support assistant application following the below link.

https://support.hp.com/in-en/help/hp-support-assistant

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[PK5601 · Accepted solution]

Hi Irwin6,

Everything is as it should be now, but the HPSA link that you sent is for v 9.33.28.0. My laptop is running v9.38.32.0.

Was there a reason for this? I think it was updated only a short while ago (automatically I think).

Kind Regards, PK.

[Irfan_06]

Hi @PK5601,

Do you have the above issue after updating the latest version of HP support assistant?

If yes, then please go ahead and install the previous version for HP support assistant and let me know if that resolves the issue.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[PK5601]

Hi Irwin6,

I think some of my problem was confusion over why the screech mark reappeared. I now think it was because my printer has gone out of warranty, but it wasn't obvious that that was the problem. Once I'd got a reply from HP about renewing it, it disappeared. An asterisk on the printer icon would have helped identify what it was notifying me of- I think it showed a red horizontal line. It was coincidental that the firmware update arrived at the same time.

I also reinstalled the full HP Smart software, as I had been unable to start a scan from the printer (I'd been able to do this on my old printer) and it now works as I expected. Also, the printer doesn't seem to be going off-line which was where I started out on this journey.

I'm still on my newer version of HPSA, and haven't used your link to the older version as everything seems ok at the moment.

So, in summary: yes your advice did help me and thanks very much for that.

Kind Regards,

PK.

[Irfan_06]

Hi @PK5601,

That's great! Happy to hear that the issue has been resolved. I appreciate your efforts in performing the steps to fix it and If you need further assistance feel free to reach out to us.

Take care and have a great day ahead!

Irwin6

HP Support