Firmware won't download on HP OfficeJet Pro 9730e Win 10 or Win 11

[Twopods2]

Hi All,

I'm trying to update the firmware on my printer.

I've tried it windows 10 and 11, via Network, and WiFi to no avail.

I've also tried downloading it, and running from the desktop with the same result.

PC , printer, et all is connected to the internet with no problems.

I'm currently on FW 6.23.1.17-202408092238, HP Smart and W10/11 print info says FW 6.23.2.5-202410300724 is available.

This is what happens : Invoke update Firmware update
Starts, says no network connection, says starting download, then says firmware update failed. Sometimes, it gives me a critical error message.

Any help would be appreciated.

TIA

[michin1]

Good luck with support.  I just tried.

It was 60 minutes of gas lighting, followed by a "You need to talk to a different department".  😢

[michin1]

I was finally able to update it.  It looks like there are significant issues with their systems that serve up updates, and their support team just doesnt have the knowledge to fix it.  They just read off a script and that's all they know.  After trying for the 100th time, it finally didnt error and crash the printer.  HP should spend some of that insta ink money on programmers.

[Twopods3]

I had to change everything to suit the WhatsApp chat.

I'd already done all of it, and I think the printer was fine, it's their back end.

It eventually did update, but left me with a printer that refused to set up.

At this point I abandoned Support, installed it via Windows rather than HP Smart +, so everything is fine now except in the printer's properties it tells me it's not installed.

It's fully functional though 🤔

I also had to create a new account to get on here, as you can see.

Great printers, but support not so great 

[Raj_05]

Hi @Twopods2,

Welcome to HP Support Community.

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

It sounds like you’ve had quite an ordeal with updating your HP OfficeJet Pro 9730e printer's firmware and subsequent setup. Here's a summary and steps you can take to address the remaining issue.

Current Situation

1. Firmware Updated: The printer firmware eventually updated successfully.
2. Functionality Restored: You reinstalled the printer via Windows rather than HP Smart+; the printer is fully functional.
3. Property Issue: The printer properties state it is "not installed," despite being functional.

Next Steps

To resolve the "not installed" issue in the printer properties:

Verify Installation Status in Windows:

• Open Settings > Devices > Printers & Scanners.
• Check if your printer appears in the list. If it does, ensure it’s set as the default printer.

Reinstall the Printer via Windows:

• Remove the printer:
  • In Printers & Scanners, select your printer and click Remove Device.
• Re-add the printer:
  • Click Add a Printer or Scanner and let Windows detect it.
  • If it’s not detected, select The printer that I want isn’t listed and manually add it using its IP address.

Update Drivers:

• Download and install the latest printer drivers from the HP support website.
• Avoid relying on Windows Update for drivers, as they might not be the most recent or fully compatible.

Reset Printing System (Optional):

• Open Control Panel > Devices and Printers.
• Right-click anywhere in the window and choose Remove all printers. Re-add only your OfficeJet Pro 9730e.

[Raj_05]

HP Print and Scan Doctor:

• Download and run the HP Print and Scan Doctor. This tool can diagnose and resolve installation or driver conflicts.

Clear Spooler and Reboot:

• Press Win + R, type services.msc, and find the Print Spooler service.
• Stop the service, delete files in the C:\Windows\System32\spool\PRINTERS folder, and restart the service.

Note:

If the printer continues to work fine and the "not installed" status doesn’t affect functionality, it might be safe to leave it as is. This issue could be a minor glitch in Windows or HP Smart+ recognition, not impacting performance.

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 

[Twopods3]

Thanks, but I've managed to sort it out myself.

Thing is, the printer was installed and running fine. It just wanted its new firmware.

I now realise it was HPs download process that was at fault, by dropping the Internet connection to the download.

Of course, support said nothing about this and brought my printer to an almost unusable state.

So I gave up on them after a completely wasted day and reinstalled everything myself.

Thanks for your reply 👍 

[Raj_05]

Hi @Twopods2,

Thank you for your response, 

Is there anything else that I can help you with today?

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!

Take care and have a great day ahead!

Alden4

HP Support 

[michin1]

LOL, they want to know if their post helped solve your problem.   🤣

Anyways, for others, keep trying until their download servers work, install via USB, or factory reset the printer and reinstall teh software.  I was on a Mac BTW.

[Twopods3]

🤣