Officejet 6815 e-All-in-One new firmware release (08.23.18) won't install properly and disconnected

[GRGirl]

After downloading and installing the 08.23.18 firmware update, not only did the install routine not work, but every utility designed to facilitate compatability with Windows 10 runs in circles.  Driver update results in similar infinite loop and only the actual Windows "Add Printer" function installs the printer.  Still . . . although it prints, the device still reports a status of "disconnected" and the network availability and quality and strength is dandy.  If anyone else is experiencing this and has overcome it, I would love to hear from you HOW?!  I'm on a Microsoft Surface Book 4 64 (and not by choice).

THANKS!

[Raj1788 · Accepted solution]

@GRGirl

Welcome to HP Forums, 

This is a great place to get support, find answers and tips to your technical queries.

I suggest you do a Hard Reset

(1) Turn the printer on, if it is not already on.

(2) Wait until the printer is idle and silent before you continue.

(3) With the printer turned on, disconnect the power cord from the rear of the printer.

(4) Unplug the power cord from the wall outlet.

(5) Wait at least 60 seconds.

(6) Plug the power cord back into the wall outlet.

NOTE: HP recommends connecting the printer power cord directly to the wall outlet.

(7) Reconnect the power cord to the rear of the printer.

(8) Turn on the printer, if it does not automatically turn on.

The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.

Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

Update the printer firmware for printers connected to a computer with Windows.

1. Make sure the printer is on and connected to the computer, either through your local network or a USB cable.

2. Go to HP Customer Support - Software and Driver Downloads.

3. If a Let's identify your product to get started page displays, click Printer, type your printer model number, and then click Submit.

   The software results page for your printer displays with the default operating system selected.

4. If you need to change the version of Windows, click Change, select your version, and then click Change.

5. Click Firmware, and then click Download.

   If a Firmware section is not listed, an update is not currently available for your printer.

6. Save the file to your computer.

7. Locate and then open the file to start the installation process.

8. When the HP Printer Update window opens, see if the printer serial number displays.

   • If the serial number displays, select the checkbox next to it, and then click Update.

   • If the serial number displays but the status is 'not applicable' (grayed out), you do not need to complete the firmware update. Click Cancel.

   • If the serial number does not display and your printer uses a network connection, connect a USB cable to the printer and computer, wait 20 seconds, and then click Refresh. When the serial number displays, select the checkbox next to it, and then click Update.

9. When the update completes, click OK.

10. If you connected a USB cable to update your network printer, remove the USB driver installed by Windows.

    1. Search Windows for Devices and Printers, and then click Devices and Printers in the list of results.

    2. Right-click the USB printer device that matches your printer model, and then select Remove Device.

    3. Disconnect the USB cable from the printer and the computer, and then restart the computer.

If the issue persists, I have sent you a private message, for more details that cannot be shared in a public post.

Can you please check your inbox on the forums page for the private message.

Have a great day!

[GRGirl]

THANK YOU a million Raj, for your time and great attention to my suffering - you ROCK !!!

~ Julie 

[Raj1788]

@GRGirl

Thanks for the reply,

I'm glad to hear you found the solution you were looking for.

Thanks for taking the time to let the community know about the solution!

Take care now and do have a great week ahead.

:)Cheers:)

[GRGirl]

Raj,  You are a master of resolutions - thank you AGAIN so much!!!  This worked beautifully just as you suggested!  Very sorry to be tardy with this reminder of my gratidtude but once Mr. Printer was  back in action, i changed my zip code, marital status and employer. Thanks again for sharing your great expertise!! 

~ Julie