Officejet Pro 9010e Firmware Update loop

[BillM5]

I replaced my old Officejet 6950 with an Officejet Pro 9010e a month or so ago. All seemed well but the printer has taken upon itself to try to download and install new firmware.  It displays a message "Download Unsuccessful" and offers "Retry" or "OK" on the touchscreen.  When this happens, the printer goes offline and cannot be used.  Pressing either option results in the printer going through the same loop again and failing again.  Trying to update using HP Smart has the same result.  I have uninstalled HP Smart and removed any remnants of the 6950 and re-installed from scratch but no change. I note that HP claim this update has to be installed if I have HP ink service (which I do) and, in any case, from HP Smart the option to stop automatic firmware updates is greyed out as are a number of other features.  These are said to be "locked by the administrator".  What does this mean? Can I unlock them? Can anyone help with the update loop problem please?

[Betty0610]

@BillM5

Welcome to the HP Support Community.

We'll have to perform a reset on the Printer for this. I have sent you a private message, for more details that cannot be shared in a public post.

Please do check your inbox on the communities page for the private message.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

[Betty0610]

I recommend you to contact the HP Support Team regarding this as this could be a hardware issue.

Link: www.hp.com/contacthp/

Note:  Select the country accordingly to get the contact details for support.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as solution" button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[BillM5]

Don't think it's hardware!  As it happens, I unplugged the printer.  Plugged power cable back in and as I was doing this, I pressed and held the power button (for no good reason).  The printer sprang into life and immediately started downloading the update, installed it OK and I have had no problems for the last 24 hours. Frankly disappointed with HP software as I am seeing so many others seem to have had similar problems.

[Betty0610]

We shall escalate this case.

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thank you for visiting the HP Support Community.

[BillM5]

As you can see above, the problem of the printer trying unsuccessfully to download an update and going offline as a result of the failure was solved although it is worrying that I do not understand why.  There is now a new problem in that the printer is behaving completely normally - printing and scanning exactly how I would expect. However, the HP Smart website dashboard shows that it is disconnected from the internet and cannot sysnc with the printer.  As this is a requirement for HP Instant Ink to work, I am now getting emails telling me that contact with my printer has been lost. Printing a web access report shows "No prolems found. Your printer has access to the Internet, which is required for Web services." What on earth is going wrong now?

[BillM5]

I am totally disillusioned with HP printers and the (total lack of effective) support!  Too much reliance on FAQs, automated robotics and not enough real people with product knowledge.

My printer entered a loop where it failed to download an update.and, as a consequence took itself off-line and wouldn't print.

By fiddling with applying power and pressing the power button at the same time, I managed to get the download to work.

Printer worked fine for a few days, then announced that there was a problem with my Instant Ink account and that printing would stop shortly.  Instant Ink dashboard said that it could not contact/sync with the printer.  Printer said it had Ethernet conectivity and all was well.

Tried fiddling with power/start-up options. Now we're back to the printer being unable to download "an essential update" and taking itself off-line.  I am at my wits end. I spent a day on WhatsApp with "support".  Every message took around an hour for a response and in the end no progress whatsoever.  An hp agent has picked this up but every exchange takes far too long for a response and no progress has been made so far.  Why can't HP get someone with expertise to call me and sort it???

[PetrM]

I have problem same. Please dont delete this message (again) ... better help problem solved. Many thanks.

[Betty0610]

We shall escalate this case.

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thank you for visiting the HP Support Community.

[Izzy27]

Exact same issue here. 9025e. Any solutions found?

I tried unplugging power and plugging back in, and the update is happening now, but how do I prevent re-occurrence of this issue?