HP PageWide Pro 477dw MFP firmware update bricked wired network connection

[PaperITGuy]

Had a perfectly working HP PageWide Pro 477dw MFP laser printer set to put back into inventory for reuse. We always check for firmware updates. Machine reported one, it downloaded and installed.

477dw reboots, and now I have no wired network connection. It's not a setting issue because it was factory reset to all defaults prior and worked. It's not the cable because it's a connection I use all the time, plus 2 other active connections didn't work either.

Researched and saw there were mentions of bad firmware updates prior so tried the method of downloading the latest update 20240904 (https://support.hp.com/ca-en/drivers/swdetails/hp-color-laserjet-pro-m282-m285-multifunction-printer...), extracting the firmware file and flashing it via USB drive. Did this, no change. This happened to someone else and they never received a response here (https://h30434.www3.hp.com/t5/Printer-Setup-Software-Drivers/PageWide-Pro-MFP-477dn-unable-to-connec...). USB connection and wireless is not possible for our use requirements.

Due to it being out of warranty, I now seemingly have a $600 dead paperweight.

Awaiting an HP rep response.

[Raj_05]

Hi @PaperITGuy,

Welcome to the HP support community.

Please help us with your HP unit serial number or the product number on a private message for further assistance.

Here is the link to find the product number:- Click here

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.

Raj_05

HP Support 

[PaperITGuy]

Here's the info:

HP PageWide Pro 477dw Multifunction Printer

Product: D3Q20A

Coverage type - Factory warranty
Service type - Warranty Hardware Maintenance On-Site
Status - Expired
Start date - July 31, 2021
End date - July 30, 2022
Time Remaining - Warranty Expired

Service level - 
No Usage Limitation

NextAvail TechResource Onsite

Global Coverage

NextAvail TechResource Remote

Duration in Months

Coverage Window for Std Days

Next Cov Day Onsite Response

Standard Parts Logistics

Standard Material Handling

Deliverables - 
Onsite Support

Parts and Material provided

Hardware Problem Diagnosis

[Repairatrooper]

Do the lights on the network port light at all? We have had some issues where devices would not connect to some network hardware unless the link speed was set manually. Something to try.

[PaperITGuy]

Here's the weird thing, network port doesn't work normally, no lights.

However, if you set a wireless network and connect it, after an hour or something, Ethernet will get it's own IP address, the link lights function, and it will actually run off the Ethernet connection. That is, until you reboot it, then back to the same, and where this would be deployed in the future where there'd be no wireless, that won't cut it..

In my years of IT support I've never seen this happen before. But it seems clear to me the firmware messed something up.

[PaperITGuy]

@Raj_05 I've yet to hear back from anyone from HP or the PM I sent you supplying my information.

[Max3Aj]

Hi @PaperITGuy, It looks like you were interacting with @Raj_05, but he is out for the day & I'll be glad to help you out,

I'm @Max3Aj & I'm at your service. 😇

It looks like the firmware update introduced a bug that is affecting the Ethernet port functionality on your HP PageWide Pro MFP M283fdw printer. Since a wired network connection is essential for your deployment, here are some potential solutions:

Troubleshooting Steps:

1. Downgrade to a Previous Firmware Version

• HP doesn’t officially provide firmware downgrades, but sometimes older firmware versions can still be flashed.
• Try finding an older firmware version from HP support page 

2. Manually Set a Static IP & Disable IPv6

• Connect via Wi-Fi temporarily to get access to the printer’s web interface.
• Go to Network Settings → Wired and assign a Static IP.
• Disable IPv6 as some HP printers have firmware bugs related to IPv6 conflicts.
• Restart and check if the Ethernet connection stabilizes.

3. Enable Ethernet While on Wi-Fi (Temporary Workaround)

• Since the Ethernet port starts working after an hour when Wi-Fi is connected, this might indicate a firmware issue related to network initialization.
• Set up Wi-Fi as a secondary network method, then let the printer acquire an IP.
• Observe if Ethernet remains stable after multiple reboots.

4. Reset NVRAM (Service Mode)

If a factory reset didn’t help, a NVRAM reset could clear deep-level network issues:

1. Turn off the printer.
2. Hold down OK + Cancel while turning it on.
3. Enter Service Mode and look for an option to reset NVRAM or network settings.

5. Check for Debug Logs

Some HP PageWide Pro models have debug logs that might reveal network errors. If accessible through the EWS (Embedded Web Server), check:

• Diagnostics Logs
• Event Logs for network errors
• If logs suggest a DHCP timeout or network driver crash, a firmware issue is likely.

We're thrilled to have the opportunity to assist you and provide a solution. We hope our assistance has been helpful!

Take care, and have an amazing day! 😊
 

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

Max3Aj

[PaperITGuy]

@Raj_05, @Max3Aj

 

1. Downgrade to a Previous Firmware Version

None on the site, please supply me with one to test with.

2. Manually Set a Static IP & Disable IPv6

Tried disabling IPv6, no change.

3. Enable Ethernet While on Wi-Fi (Temporary Workaround)

Sometimes the Ethernet connection works after a restart and a few hours on the wireless connection, sometimes not. The most recent restart this didn't happen, even when it was left sitting for 3 days. 

4. Reset NVRAM (Service Mode)

You gave me instructions that include OK + Cancel buttons which my printer doesn't have. Did you confirm my printer model before sending those?

Check for Debug Logs

Mine doesnt have this option.

[Max3Aj]

Hi @PaperITGuy, Welcome to the HP Support Community 

  

I understand you are facing an issue with the firmware update. Not to worry I will help you to get a resolution to resolve the issue. 

  

This needs one-on-one interaction hence  

Thank you for your response,  

I'm sending a private message to assist you with the next action. 

  

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 

  

I hope this helps! Keep me posted. 

  

Max3Aj

HP Support 

[PaperITGuy]

@Max3Aj

Some of my questions weren't answered from above. Where can I find a previous version of the firmware, how can I reset NVRAM of my model?

All you PM'd me when you said you were going to help was a message saying you can't help, with what seems to be a generic response:

"Thank you for your response,  

  

We apologize for the inconvenience, but it seems that the issue persists even after attempting the troubleshooting steps mentioned above. Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance. 

  

This might require one-on-one interaction to fix the issue via remote assistance.  

 You can reach out at HP USA Customer Support no: xxx.  

   

Please feel free to contact us here anytime you need any further assistance. 

 Have a great day! 

  

Max3Aj

HP Support "