Firmware Updates do not install - Office Jet 8024

[Wayneo84]

My printer is an Office Jet Pro 8024 and I am subscribed to HP Instant Ink.

Every so often, my printer tries to download firmware updates that just seem to get stuck. When the printer tries to initiate the update itself - it either stays on 0% downloaded or fails. When that happens - the printer can't be used unless I restart it. This happens every time the printer tries to prompt an update which I cannot seem to disable.

If I access the Printer directly via its IP Address and then click into the 'Firmware Updates' and 'Check Now' - that triggers the printer to restart and download up to 100% - then I get the following error message: 'The Printer update could not be downloaded. Touch Retry to start the download again. Touch Ok to exit'. Retrying only gives the same result again.

I've followed everything from downloading HP SMART App again, diagnosing any problems etc. but none of those solutions seem to work.

I'm wondering if anyone else encountered such an issue and what's the fix? I want to keep using HP Instant Ink and I want the printer to either download whatever updates it needs or to disable that feature because when I want to print (every now and again) - I have to turn the whole thing off because it is already stuck on a download update screen that just won't work.

Appreciate any help!

My current firmware version is : 

Firmware Version

MALBECPP1N001.2243A.00

[DavidO71]

I have exactly the same problem. It makes the remote printing completely unusable as you need to turn the printer on/off for it to work as I don’t use the printer in the same room so it is extremely annoying and making me think about changing the printer to an Epsom/Canon. 
HP help please !!!!!!!

[sandytechy20]

@DavidO71

Welcome to the HP support community.

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community. 

[GrantL1]

I have exactly the same issue with the same printer and am on the same firmware. 

I add that the Virtual Assistant is completely useless at responding to this issue - for example, it points to a directly downloadable firmware update from the internet, but that option turns out to require the update to be managed through the Smart App. I cannot update the firmware through the Smart App or from the printer itself. 

I see from other posts that this issue has been around for some time.  It is long overdue that HP provided customers appropriate support - given, particularly, that its HP Instant Ink processes lock us in.  You can't both lock us in but at the same time lock us out by not enabling the firmware to update!

[Raj_05]

Hi @GrantL1, 

Welcome to HP Support Community.  

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

If you're experiencing issues with firmware updates not installing on your OfficeJet 8024 printer, there are several steps you can take to troubleshoot the problem.

• Check Internet Connection: Ensure that your printer is connected to the internet. Firmware updates require an active internet connection to download and install.
• Restart Printer: Sometimes a simple restart can resolve software glitches. Turn off the printer, unplug it from the power source, wait for a minute, and then plug it back in and turn it on.
• Check for Updates Manually: Instead of relying on automatic updates, try manually checking for updates through the printer's settings menu. Look for a "Firmware Update" or "Software Update" option in the printer's menu.
• Update via Web Interface: Many printers allow you to access their settings and updates through a web interface. Open a web browser and enter the printer's IP address to access its settings. Look for an option to check for updates or update firmware.
• Reset Network Settings: If the printer is having trouble connecting to the internet, you might need to reset its network settings. Check the printer's manual for instructions on how to do this.
• Update via USB: If the online update isn't working, some printers allow you to download the firmware update onto a USB drive and then install it from the drive. Check your printer's manual for instructions on how to do this.
• Check for Error Messages: If you're receiving any error messages during the update process, take note of them. They can provide valuable information about what might be going wrong.
• Check Printer Compatibility: Ensure that the firmware update you're trying to install is compatible with your specific printer model. Installing the wrong firmware can lead to issues.
• Security Software: Sometimes security software on your network can interfere with firmware updates. Temporarily disable any firewalls or security software and try the update again.
• Factory Reset: As a last resort, you can perform a factory reset on the printer. Be cautious with this step as it will reset all settings to their default values.

I hope this helps. 
 

Take care and have a good day.

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!

Alden4
HP Support

[GrantL1]

Thank you for your reply.

I was in the course of working through the options you set out. I had logged in and then been taken to https://support.hp.com/ie-en/drivers/selfservice/hp-officejet-pro-8020-all-in-one-printer-series/242...

(the 'software and drivers downloads page').  A firmware update was available, but, unhelpfully, there was no information as to the version number of the update. As well, there was a notification to me that a 'critical' firmware update was available. Was this the update that my printer had failed to download?  I could not tell.

So, I clicked on 'Install' but I did not see any notifications advising that a firmware installation was in process. In any event, however, the message on the printer's LED screen saying that it could not download a firmware update has gone, at least for now.  

To attempt to be clear whether I had the most recent firmware update, I went to printer settings.  That showed me I (only now?) have version MALBECPP1N001.2329B.00. (Quite unhelpfully, it is not possible to select and copy any words on the printer settings page - I had to take a screenshot to make a note).  This version, though, has a different version name from and appears to be a more recent version  than version MALBECPP1N001.2243A.00 (Wayne084 supplied this information in his message of 4 August). 

I have reloaded the software and driver downloads page. It still offers me a firmware update and gives me the notification that a critical update for my printer is available. So this really adds to confusion, rather than making things clearer.

So, HP, please improve your systems:

1) on my printer settings page, provide the date the version number is current from and whether a new version is available to download - and, as well, enable copying of information on the printer settings page!

2) provide notifications to enable me to know that a firmware download and installation is occurring;

3) label the firmware update versions available for download on the software and driver downloads page with version number and date of taking effect;

4) enable  links to and notifications of firmware updates only when new updates become available and have not yet been downloaded, and remove those links and notifications when the updates have been downloaded.

You need to make your systems and processes more user-friendly. They need to provide current, up-to-date information and enable the customer to know at a glance whether their own printer is up to date. I have spent (wasted?) too much time trying to find out these basic things.

I provided feedback along these lines on the HP support page: https://support.hp.com/ie-en/drivers/selfservice/closure/hp-officejet-pro-8020-all-in-one-printer-se...).

(I can provide the screenshots if you require them.)

[Raj_05]

Hi @Wayneo84,

Thank you for your response, 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support