HP Software Update Failing Repeatedly

[Sualdam]

Look. I don't want any carp about disabling antivirus and dancing under oak trees at midnight.

This printer cost an arm and leg, and I expect it to work. And I expect the software to make it work to work as well.

It has taken to telling me it 'couldn't download the the update', after downloading the update (the counter went from 0 to 100%). There obviously IS an update.

There is now no way to download a file and install it like you used to do with HP printers from your PC. The damned thing wants to do it itself, but can't. It can't do it, no matter how many times I try.

It is on the network. It prints. All the HP Doctor Doctor Please Help me carp apps find it and check it. But IT WON'T UPDATE.

I have tried disabling my antivirus. IT WON'T UPDATE.

HP, get this rubbish sorted out.

[The_Fossette · Accepted solution]

@Sualdam 

Welcome to the HP Support Community.

I'd like to help!

I reviewed your post and understand that the firmware update is failing.

I request you to disable automatic firmware update on your printer and this should resolve the issue.

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

On the control panel/ front panel of the printer touch Setup or the Gear Icon 
Then scroll down to Printer Maintenance and select it. Then Scroll down to Update the Printer and select it.
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:

On the control panel/ front panel of the printer touch Setup or the Gear Icon 
Then scroll down to Printer Maintenance and select it. Then scroll down to Restore and select it.
Then select Restore Factory defaults. When prompted to confirm the action, please select Yes. 
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 
Then scroll down to Printer Maintenance and select it. Then Scroll down to Update the Printer and select it.
Under update the printer, select “Printer Update Options” and select the option “Do not check”. When asked to confirm the settings, please select Yes.
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:

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

You might the below message

If you get that message, click on Advanced and click on Continue to “IP address of the printer”(Unsafe). This will open the EWS Page of the printer.
 

In the EWS page of the printer click on Tools Tab, then click on Printer Updates and click on “Firmware Updates”. Then select the option Do not check of Updates and click on Apply. Refer to the image below for the same. 
If the option “Do not check of updates is disabled, then you will have to restore factory defaults of the printer. To restore factory defaults on the printer, access the EWS page of the printer and click on the Settings Tab. Then click on Restore Defaults and click on “Restore Factory Defaults. Refer to the image below for the same. 
After restoring factory defaults, the printer will restart. Then you will have to connect the printer to the network. Once the printer is connected to the network, you access the EWS page and of the printer click on Tools Tab, then click on Printer Updates and click on “Firmware Updates”. Then select the option Do not check of Updates and click on Apply.

Note: This is a temporary workaround. Once we have a new firmware update available on HP.com you will have to follow the same steps and manually enable automatic firmware updates.

If the firmware update changes back to Automatic again, follow the above procedure to disable the automatic firmware update and then access the EWS page of the printer and change the firmware settings. To do so, follow the instruction below:

In the EWS page of the printer click on Settings, then click on Security and click on Administrator Settings

Then Scroll down to Printer Updates and uncheck “All Firmware Updates” and click on Apply.

Note: When you enable web services on the printer, you might get a prompt to check for updates, choose no. If you choose yes, by default the Check for updates will automatically be selected and that will enable automatic updates.

Hope this helps! Keep me posted for further assistance.
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!

[Sualdam]

I got this reply today.

I went to the printer intending to try the suggested solution, and it was again displaying the message 'couldn't download' (it obviously tried since the last time I used it). When you cancel that message, the printer goes through a reset/restart routine. I'd experienced it at least eight times this last week.

I began to follow the first part of the solution - from the touch screen - and when I asked it to check for updates -  once I'd disabled auto-updates - it said I was up to date.

I didn't get to try the entire procedure, and I'm not sure what part of it (if any) had triggered the update to go through this time.

I will mark the reply as a solution.

I am still a bit concerned that HP of all people, and a printer of this value (with my Instant Ink subscription on top), cannot do an auto-update without this cropping up - especially given there is a specific setting for it). Old style updates where you downloaded an actual file worked first time.

I should point out that my printer is on a wired-connection which checks out however you access the printer. It was only the update which was causing problems, suggesting it was all internal.

[Treeko]

Hi @Sualdam 

Let me know how I can help you further on the steps to ensure the issue is resolved.

Treeko
HP Support

[Sualdam]

Right now, the issue is resolved. The printer is (apparently) updated.

I am not sure what triggered it this time, since I had not gone through all the steps in the suggested solution. All I know is that before I made my original post, it had failed repeatedly, and every time I came to use it it informed me the update download had failed. On several occasions I hit 'retry' and the same thing.

Let's see what happens when the next update comes along.