HP Officejet Continually fails firmware update and stuck in loop

[SirMentos]

A couple of days ago my HP officejet 9015 started popping up with a firmware update, it will not download no matter what and then sticks me in a forever loop of trying, failing, cancelling, rebooting, then trying again within a few minutes.  I have followed the instructions as written in a similar support request last fall and set a manual IP address.  Right after i did this the download got to 98% and then failed again.  After that reboot it never gets past 0% again. and i cant tell it to stop auto checking for updates  Please help.  I have also done a cold reset on the printer to no avail.

[SirMentos]

Update on this, i have tried every SSID i have available to me, i have tried manual and auto IP address, i have completely disabled my firewall on my home router and ATT gateway, turned off all web filtering and all packet inspection, ensured IPv6 was off, turned it back on, made sure i was only connecting at 2.4ghz and on the 5ghz spectrum.  No matter what i do the firmware downloads to 100% on the printer screen and then says download failed, putting me back into the loop.     Is there any way to manually download the latest firmware for this printer and install it via usb stick?   This printer is only a couple years old and i cant get any support from HP on what seems to be their own created software glitch.

[Irfan_06]

Hi @SirMentos,

 
Welcome to HP Support Community.
Thank you for posting your query, I will be glad to assist you.

I understand you are facing an issue updating the printer firmware. Not to worry I will help you to resolve the issue.
I suggest you follow the steps from this document to fix the issue. (Click on the Word document to open the web page).

 There are multiple ways to update the printer firmware from the options available when you follow the document.

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!

[SirMentos]

Irwin6, none of the methods listed on the article you sent me fixed the issue.  The update fails when i use the HP smart APP, also fails when i use the update from printer (as stated in the parent ticket).  I tried the bottom option, but there was no firmware option to download.  I tried the easy setup app in addition to the HP Smart APP.  neither works, printer just reboots again.

[Irfan_06]

Hi @SirMentos,

Am sorry to hear that the above document did not help.

Please click on the link and follow page 184 to troubleshoot further to restore the printer to factory defaults.

Once done, follow the previous document to update the printer firmware again.

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.

Irwin6
HP Support

[SirMentos]

That didnt work.  Once rejoined to the network i went back to the advanced settings page and it said there was an update available for web services, tried installing, got to 100% of the download and then download failed again.  I was able to turn off automatic updates during the factory reset process... Im hoping because of that i wont get stuck in the reboot cycle again.

[Irfan_06]

Am sorry to hear that the above troubleshooting steps did not help.
I do appreciate your efforts in performing the troubleshooting steps.

Request you follow the steps below to fix the issue.

To disable automatic firmware updates from the Control Panel/ Front Panel, follow the instructions below:

1. On the control panel/ front panel of the printer touch Setup or the Gear Icon 

1. Then scroll down to Printer Maintenance and select it. Then Scroll down to Update the Printer and select it.
2. Under update the printer, select “Printer Update Options” and select the option “Do not check”. When asked to confirm the settings, please select Yes. 

Link for Printer Control Panel Document: https://support.hp.com/ph-en/document/ish_5817551-5817617-16

 If you are unable to change the Printer Update options and if you are getting a message, this option is locked. Then you might have to restore factory defaults on the printer. To do so, please follow the instructions below:

1. On the control panel/ front panel of the printer touch Setup or the Gear Icon. 
2. Then scroll down to Printer Maintenance and select it. Then scroll down to Restore and select it.
3. Then select Restore Factory defaults. When prompted to confirm the action, please select Yes. 
4. This will restore the printer to factory defaults and the printer will restart. Once the printer is restarted, On the control panel/ front panel of the printer touch Setup or the Gear Icon 

1. Then scroll down to Printer Maintenance and select it. Then Scroll down to Update the Printer and select it.
2. Under update the printer, select “Printer Update Options” and select the option “Do not check”. When asked to confirm the settings, please select Yes.
3. Then connect the printer back to the network.

 To disable automatic updates from the EWS (Embedded Web Server) page of the printer, follow the instructions below:

1. Open a browser and enter the IP address of the printer in the address bar. 

Link for the document on how to find the IP address of the printer: https://support.hp.com/us-en/document/ish_6039801-6039767-16

1. You might the below message 

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 great day ahead!

Irwin6

HP Support