Firmware update won’t download on my OfficeJet pro 8020 series

[Gannelcrake]

I don’t think it’s Win11 based, I have win 11, win10 and win 7 as well as Mac and IOS I’ve been running 11 as an early adopter for several years, the printer issue for me only started a couple of months ago. I’ve tried deleting the printer and re-installing as new on Win10 machine. Same problem. Also done the same onnwin11 machine. No change. It’s definitely a fault in the software update and HP should remove the update until they have a fix. 

[Nobby21]

I've tried all the suggestions listed on this thread and similar. Still not working. I find it very annoying that I am paying an ink subscription - and allowing HP to send failing updates to my printer. I can print - but given all these problems - which somehow I am paying for - I shall be switching brands when this current batch of cartridges run out. Enough.  

[Treeko]

Hi @Nobby21 

Welcome to HP Support Community. 

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

I see that you are facing printer issue.

Kindly refer to the steps below and let me know if that fixes the issue.

Please perform the below steps and let me know

1) Turn off the Router, Printer, and the computer/ mobile devices. 

2) Wait for 60 seconds. 

3) Turn on the Router first and wait for all the lights to stabilize. 

4) Take out the cartridges. 

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

6) Wait for 30 seconds. 

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

😎 Insert the cartridges back into the printer.

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

9) Turn on the computer/ mobile devices.

and also uninstall the HP smart app and reinstall it

Update the firmware: 

Request you to 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

[Nobby21]

Thank you for taking the time to reply.

I fear however your answer is completely wrong. 

1. In responding to a support query it is normal for the responder to restate the problem. This shows that they have understood the issue. From your response to solve my printer problem it is hard to understand the reasoning behind your proposed solution (you do not explain it) and so inevitably I conclude you have not understood the problem.

2. The problem is a failure for the firmware upgrade to install. Without any explanation you have advised that part of the solution is to remove and reinstall the cartridges twice!  As you will be aware the printer cartridges and mechanism are very delicate and to remove and reinstall cartridges without clear justification has a significant risk associated of causing printer damage

3. I have reinstalled the smart app. This has made no difference as other people with the same problem have noted. So I am uncertain as to why you / HP persist in suggesting this as a solution.

4. I repeat the problem is a failure in the firmware to upgrade. So please investigate further. My guess is that either a) the firmware upgrade that HP is providing has an associated error or that a previous firmware upgrade has corrupted the over the air (OTA) upgrade function. 

5. Can I remind HP respectfully that this problem has existed for several months now and is affecting many users. 

6. To repeat earlier comments it is iniquitous of HP to require ink service subscribers to leave their printers open to updates when the update service or the updates themselves are faulty. Why am I paying for this poor service every month? Even as I write this there will be a legal officer somewhere sharpening his pencil to write a class action lawsuit,

Please make the effort to understand the problem and find a solution - thank you

[wandy18]

same issue as everyone else.  The download fails either from the printer or from the windows pc.  instant ink keep emailing me saying the printer is offline - yes it goes off line when the down load fails and there's nothing I can do to stop it and I've spent hours turning on turning off, downloading various HP packages - but none of them work to resolve this issue. 

[garymartincook]

I have had multiple calls to the helpline that were unable to fix the problem, including one that told me it was down to my broadband being the wrong frequency (so had BT split it for me).  It still doesn’t work and the final call took the best part of half a day.  They’ve basically given up and assured me it will be fixed with the next firmware update.  I fail to see how that’s going to be possible if the downloads keep falling 🤷🏼‍♂️

[Gannelcrake]

I've spoken today to someone on the helpdesk.  They are aware of the problem, and confirm it is down to a faulty piece of software at their end.  They are trying to resolve the software issue and expect to have it solved within 2 Months !!

However:  I have a fix to our problem:

1 find the IP address of your printer by clicking on the ariel symbol on your printer screen.  It should read something like:

192.168.0.55  Take a note of this, then go open a browser somewhere.  In the top bar (not the search bar)  type the ip address exactly as seen - all the dots.  Press enter and you should see the printer screen appear.

2. Click on Settings (accept any security notice stuff)

3. Click on Security

4 Click on Administrator Settings

5 Scroll to the very bottom of the screen and

6 Un-Check the box marked All Firmware Updates - and the one below it if it is checked

7 Click APPLY

8 Restart your printer.

[BossmanBH]

Not a fix but a definite temp workaround from the annoying error messages. Why couldnt HP just say that - because they have no intention of fixing their f up, in the hope people will buy another HP printer perhaps. Seems to be a trend in the printer market for SOHO type printers

But many thanks to Gannelcrake for posting

[amandam5]

Thanks for posting those steps, Gannelcrake.  This printer has been making me crazy & I couldn't figure anything out, nothing I tried worked....so many hours wasted!!  Your post is the first actually helpful info I've found....I had no idea that whole screen accessed via IP address even existed.  HP has been zero help & has sent me running around backwards in circles for weeks fighting with this printer. 

[Sh109b]

This seems to be a recurring problem as I had it last year and it has resurfaced over the weekend.  In my case (8080e printer) was to use my laptop and the HP printer support page. Print and scan doctor.  Download and run HPPSdr.exe.  Allow this to download and install software and any drivers in shows. Printer should now be updated.  In the age of portable devices I have no idea why HP cannot fix the mobile problems.