Re: HP477 frozen screen after auto update - Page 3 - HP Support Community

AHDG · ‎10-05-2023

The firmware is here: https://ftp.hp.com/pub/softlib/software13/printers/pwp_400-500/PW477DW_2313A.exe

For me, the instructions provided above worked *when I followed the instructions precisely*, including following the home and back button sequence. For me, I used my router to block the printer from accessing the internet whilst making the changes.

CBerger · ‎10-10-2023

My printer doesn't answer the USB stick. It is frozen! When put the power supply off, wait and then on the printer gets on. I have the USB stick in and nothing happen, only my screen and all freeze.

So another idea how to help me?

CBerger · ‎10-10-2023

Now I know why it doesnt work: it has no network access. Can't connect. Are there other options?

AHDG · ‎10-10-2023

The detailed instructions given above from Repairatrooper should work. But be careful with his very precise instructions. Things you may particular want to note are: 1. Turn off and then wait for several mins for the internal supply to discharge; 2. holding the on-button whilst plugging the mains in; 3. The precise sequence of 'back' and 'home' buttons; 4. When you finally get to the blue screen select the USB Reflash option (or some wording like that) and NOT just 'Reflash'.

CBerger · ‎10-10-2023

It works!!!!! thank you so much!!

Nwad23 · ‎10-10-2023

Thank you so very much to everyone on this forum - my printer is now working perfectly and I am beyond delighted!

thank you thank you thank you 😀😀😀😀😀😀

ps not at all impressed with HP who have done nothing at all to help their customers especially when they have created the problem in the first place..

Repairatrooper · ‎10-10-2023

In interest of fairness, HP has acknowledge the problem, has issued a service advisory to authorized service partners and will pay them to downgrade your printer if you are unable or refuse to do it yourself.

If you find the information provided useful or solves your problems, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.

Nwad23 · ‎10-10-2023

Hi

That’s good to know - so would that apply to a retail customer like myself had I not fixed it with your help? I had tried to call HP without success but I’m glad it’s being addressed.

Thank you for your help and your comments.

Bytewench · ‎10-10-2023

I tried following your instructions, but when I insert the USB stick, I don't get a choice to install the firmware from the file I put on it. My choices are to print from USB or scan from USB. Do you have a way to get past those limiting choices? Thanks.