HP Officejet Pro 8600 N911g Firmware Update Fails

[Stan95630]

HP Support, 

As this issue is not an isolated issue, and a community problem, does it make any sense to treat it as a one off problem, and not post a community/worldwide response on your drivers page with updates so we are all aware of your driver issue and what HP is doing to resolve it so your customers are aware the issue and solution that HP is working on.  Its really not that hard HP, you need to be transparent and upfront with progress updates at least once a week until its resolved.  I suspect a good technician can come up with a workaround or permanent fix within a week or two, its really not that hard if HP is willing to put a dedicated resource on it.  The option to simply back-off/fallback on a flawed upgrade should always be available, so as not to impact customers for months at a time.  Due to HPs lack of transparency, I am sure many of us have already purchase alternative replacements, not knowing HP was actually still working on a fix (I think) and probably not able to wait around while HP gets around to it.  Shame on you HP for your extremely poor customer service.  Hoping HP considers my suggestion to put updates on your drivers site on issues / workarounds recommendations (that work)/ progress updates so you are much more transparent.  The way your handing this is very unprofessional for a worldwide company.   Thanks for listening (I hope)..

[Betty0610]

I understand. Please do wait till the team reaches out to you.

Thanks! 🙂

[Sereno011]

Having a team member reach out is not good enough. This is obviously a wide-spread issue and a new FW needs to be released that will actually work on these printers.

[SomaP]

HP, is there any update on this? Is the “concerned team” planning to issue a firware update that will actually work?

[mattG2294]

I would love to know that as well, I think transparency regular updates would help the rest of us be patient.

[Felixcloudy]

Exactly what happens to me.  AND because I can’t update the firmware... I get a missing Printhead message EVEN thought I have always used HP print cartridges, so the third party issue isn’t my problem.

[Felixcloudy]

Please update us ASAP!!  You broke my printer that was working fine and now won’t support us all with a fix!?!?

[Felixcloudy]

Can anybody tell me how to email the HP team, or is it simply a matter of tagging them?  I see posts about private messaging and am new to this site, and don’t see anyway to do that?

@Betty0610 @HPsupport

[Kumar0307]

@Felixcloudy, Welcome to the HP Support Community!

I understand you are not able to print due to this error. Kindly perform the steps mentioned in this document - Printhead Errors

This is a hardware issue and a firmware update may not resolve it. Have you tried both ways of updating the firmware:

Click here to download and install the latest printer firmware from your computer.

Click here to know different methods of updating printer firmware.

If the error persists, please reach out to the HP Technical Support team in your region regarding the service/replacement options for your printer. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

Keep me posted for any other assistance.

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!

Have a great day! 

[Felixcloudy]

@Kumar0307.  

I have completed ALL the steps listed prior to posting on the support site.  I cleaned off (it was pretty clean to begin with) and successfully reset the print head 2x yesterday after MANY attempts and did successfully complete alignment 2x.  Failured again both times almost immediately.  I have always used HP ink, and the cartridges are new.  I have already ordered a new printhead from HP Parts order # HPPS-210501-00065 - but shipment is not scheduled until May 10 (amazing it take this long to even ship it).  

Reduced to printing at a local print shop quite a distance away...  This BETTER be a hardware print head issue and I have not bought a very expensive HP print head for nothing!  This printer was not used that frequently and is pretty new and in very good condition - first major failure and disappointed in HP Support, really need to increase responsiveness please!