HP Officejet Pro 8600 N911g Firmware Update Fails

[cmsjrs]

 

[DMel74]

I will be glad to provide that information as well. PM me.   Thank you.

[frogger38]

Well Step 1 proceeds...

I just had a support call from UK Support in London. 

The engineer warned me that the call might last over 1hr. It Did.!!

He was very knowledgeable and set up remote viewing of my PC screen (no control). He talked me though many tests and configuration changes. We tried, new manual IP, wired and wireless connections, DNS changes, setting up web services via printer's gui. Which failed at all times. We sequentially restarted router and printer, and changed many settings on the printer. Having ruled out any misconfiguration of my networks and printer he came to the suggested conclusion that the issue must be server-side at HP.

I also demonstrated how the firmware update failed to him via his remote viewing.

He now has to write up a report on his findings to escalate to his engineering division. 

I have been promised a call back by him in 2-3 days. 

My opinion is that the Form printing web applications are no longer available for that printer which he did say was very old. Will HP admit that?

[DMel74]

@Frogger38

Thank you for your time trying to help resolve our issues.  

[frogger38]

Received the promised call back.

Simplifying a long message...

Changes made to HP backend systems have removed support for web apps for a whole range of 'older' printers. I gather it may or may not be re-instated depending of number of older machines still in use or how many complaints they receive. However to reinstate the facility (if they do) they will need rewrite firmware for several models and this may take 3-6 months or longer.

What this does not address is why the recent update issued will not install.

They have promised to update me by email should any status change, I will update this post if I can.

[mattG2294]

My printer is older it's the hp office jet 8600 but it was not on the list of the ones that the web apps were discontinued. So mine should have not been to touched. My issue is why can't they released a firmware that is updated manually and not via an automatic update ? I think that would fix my issue and I can go about my business , as of right now I will never buy another HP product again. I work in IT and have purchasing power. I have already switched my computers to dell this year and will phase out the hp printers for xerox. 

[Dave-AUS]

Hrrm the argument about the backend changes would stand if their firmware update worked.  They've already authored new firmware that purportedly fixes the issue we're having, but it just won't install.

There are two software items.  There's the firmware for our device (the bundle that gets pushed and loaded onto the printer) and then there's the rubbish little generic utility they've written to push that onto the printer.  It's the latter that's not working for our printers, not the actual firmware for our devices.

There'd be a manual process.  @HP support - please provide the manual process so that we can at least update our devices with the firmware that's already been authored.

[DarkLight64]

I have Officejet Pro 8600 plus with firmware CKP1CN1829AR

I'm experiencing the same issues.

The updater just won't update firmware OJP8600_N911g-n_2011A for reason of "Not applicable"

Either the posted firmware is not compatible with my printer or the updater is faulty.

If I may speculate: HP made more than 1 version of the same printer. one version with smaller memory than the other.

The smaller memory ones could be incompatible with this new firmware like many other models in the list. Since they already shifted the Web services I don't believe they going to roll it back. They may just add this printer version to the list of unsupported printers or just ignore the issue so to not to confuse the owners of the larger memory sub models.

Here is the announcement HP released on the subject:

HP Printers - Web Services Stop Working | HP® Customer Support

I genuinely hope I'm wrong about this.

[Dave-AUS]

@ HP Support.  Can you please advise where these "escalations" are up to?  Either your updater is faulty or your documentation on affected printers is inconclusive.  Either way, the fault lies with HP.  I'm not satisfied with the information provided to Frogger38 that it would take 3-6mo to write firmware, as the firmware has already apparently been written and posted to your website.  The firmware updater appears to have a software fault.

If it's categorically not possible with this model variant then state so in the documentation.  I appreciate that some hardware becomes outdated and not serviceable due to specific limitations.  So far none of these have been sited aside from the device's age, which is not a valid system limitation.

I can fairly conclusively say that if this device lands up in landfill (little-to-none will be recyclable) because of HP web service changes it's the last one I'll buy or recommend from HP.  This wasn't an entry-level device and I did not purchase it as a cheap disposable unit.  Its short usable life has also meant it wasn't economical for its duty cycle.  Not only is HP treating its customers poorly here, it's demonstrating terrible environmental policies.

[Betty0610]

@Dave-AUS

Welcome back!

I've escalated this case. The concerned team should reach out to you in 3-4 business days.

Let me know if you need any further assistance. 

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" on my public post, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!