HP Officejet 8600 N911a - Firmware update fail

[Samhor]

Hello,

My ePrint service doesn't work on my HP Officejet Pro 8600 N911a printer. To solve that, I want update the firmware but I have an issue with the last driver version. (2011)

The firmware update installer doesn't work because he doesn't recognize the actual firmware. (actual version : CKP5CN1829AR)

I try to reset my printer with service menu (partial reset and OOBE reset) but the issue still present 😞

Do you have a solution for this issue?

Thanks, Regards

[Samhor]

Up !

I need some help 😉

Thanks ! 

[Samhor]

Up !

[Jay_G24]

Hi @Samhor,

I'd like to help!

We can perform a factory defaults on the printer to resolve the issue

• The reset instructions are specific for your printer and performing those steps on a different printer may corrupt the device.
• I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer.
• In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as 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

[Samhor]

Hello Jay_G24,

Thanks for your feedback ! 

But I don't have access to my private message. When I click on your link, I have this message :

You do not have sufficient privileges for this resource or its parent to perform this action.

Click your browser's Back button to continue.

Return to my original page

And I don't have any button on my profile page to access to my private messages.

Could you send me the procedure to my email ?

Thanks,
Regards,

[Jay_G24]

The private message feature is been enabled, can you check now?

Let me know!

[Samhor]

Yes, it's ok I have access to my private message thanks ! 

But our solution proposal doesn't work for me. 

Regards,

[Jay_G24]

There is a firmware released on Oct 31, 2020, version 2011A, which is the recent one.

I'd recommend you download the firmware from the HP website.

Here is the link -Software and drivers for HP Officejet Pro 8600 e-All-in-One Printer

Or you may try and Update the firmware directly from the printer

Many HP printers support updating the firmware directly from the printer control panel when connected to the internet.

NOTE:

1. Make sure the printer is connected to the internet using a wireless or Ethernet connection. USB connections do not work.

2. On the printer, touch or press HP ePrint  icon or button, select Settings or Setup, and select the option to update the firmware.

   f you do not have an HP ePrint icon, open the Setup, Service, or Settings menu, select Preferences, Printer Maintenance, or Tools if necessary, and then select Web Services, Printer Update, or LaserJet Update.

3. Sign up or accept the terms of service if prompted, and then follow the instructions to turn on Web Services and set up automatic updates.

4. If the printer does not automatically check for an update, tap Check for Updates or a similar option.

   CAUTION: 

   Do not turn off the printer during a firmware update. This can permanently damage your printer.

Refer to -HP Printers - Updating or Upgrading Printer Firmware 

Hope this helps, keep me posted!

[Samhor]

I’ve already tried theses procedures with my Mac and my Windows Computer but it doesn’t work 😞

I think you have a problem with the last version of the firmware updater tool. It’s doesn’t recognize the N911a printer and refuse to update my printer.

The process from the printer doesn’t work because the printer can’t to connect to ePrint servers due to certificates expiration. This point could be fixed by the last version of firmware (2011A)... (see firmware release note)

this is a nightmare ... I must update my printer to access to EPrint service (scan to mail, etc...) but i can’t update my printer due to this issue ...

I see many posts on this forum about this issue... could you escalate this issue to your product experts ? Or send me a new printer 😉

thanks !

regards ! 

[Jay_G24]

Try the steps in the document -Cannot Connect to Web Services

Let me know how this goes!