Pagewide Pro MFP 477dw - All of a sudden stopped working after some software update

[cjsanghavi]

Printer was working fine and what happened all of a sudden it shown some software update message on the printer screen and now not possible to shut down the printer by pressing the power button continuously so compulsorily switched off the power and restarted the printer but the printer starts and the scanner light moves on the glass etc but not a single function works on the screen. Tried by installing 'HP Print and Scan Doctor 5.7.4 ' and it detects the pritner but no print test page is printed. The printer dashboard is lighten up but completely dead. Can't switch off the printer so to switch off the power switch.

[Paradisia]

I am a french RESSLER, i have the same issue since 29/09/2023 with 3 printers in 3 differents customers.

think there is a problem with HP 477 DW since this date.

HP?

[accs]

Hi I had the same issue.

HP support were very helpful and resolved the issue. I had to wait quite a while on the phone to speak to someone however once I got through to an amazing support lady it was resolved. Allow about 10mins to resolve actual issue. 

So I will paste the steps here & the link to the file to download:

Hope this helps.

As per our phone conversation, please find the link below to download the file onto the USB 

[content removed]

Follow the below steps:

1. Copy and paste the link on the browser and do not sign into dropbox, click on download and download the file to PC
2. connect the USB, and format USB TO FAT 32 >> open file explorer>> right click on USB>> format>>start >>finish 
3. copy the downloaded file to USB 
4. Now turn the printer off and unplug the power cable 
5. connect the USB TO PRINTER

1. Enter Pre-boot
1. Press and hold the power button and then connect the power cable
2. The display will go blank with all the soft keys lit up
3. Press Home > Back > Home > Home
2. Once we see the blue screen with menu options, select "Menu
3. Scroll to find "Drive Reflash" and select
4. Restart the printer after 3 minutes with the USB thumbdrive(Firmware loaded in it) connected

Refer the given link to enter pre boot menu  - [content removed]

Please reply to this email and let us know if this was successful or if you require further support.

Regards,

HP Inc. UK & I Customer Support 

Thank you for choosing HP Inc.

Our Telephone Support details are:

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[Davy85]

Same issue here, first at a customer.. 1 day later at our own printer..

Everything stops, screen does not react, HP web / NIC not reachable... 

After hard unplug the power the printer works for 2 minutes and the problem reappear. 

At the customer site after more than 24 hour power cable unplugged it suddenly worked again for 1/2 day.. now only a black screen.

I think there is more going one.. 

Edit: see reddit post below... we are not alone here.. 
https://www.reddit.com/r/printers/comments/16vch1x/hp_pagewide_pro_477dw_bricked/ 

Edit2:
I think i found the solution (for now)
Download the latest firmware, extract the .exe with winrar or another tool.. copy the .ful2 file to an USb drive formatted as FAT32.
Shutdown the printer (or plug the power cord)... insert USB... Fireup the printer, press and hold the power button until the 3 icons on the left (Home , Question mark, and back) light up and the screens is black..
Tap in sequence: Home - Back - Home - Home.. 

The press menu.. then press OK (for drive reflash)
After this (+/- 60 seconds) disbale on the webinterface the automatic updates!!

My printer is back on track right now. 

[Paradisia]

Yes I fixed all them too.

and I found during boot how to remove fax too 😃.m(home, return return)

For French people :

il suffit de télécharger le firmware  de la HP 477 DW. Éteindre l’imprimante, l’allumer en restant appuyé sur le bouton Power. On maintient le bouton jusqu’à l’apparition des icônes maison et retour sur les côtés de l’écran tactile. À ce moment-là, on lâche le bouton Power, on fait maison retour maison maison. Il n’y a plus qu’à flasher l’imprimante.

Il faut mettre le firmamware sur une clé USB formatée en fat 32. Avec rien d’autre dessus. Précision il faut isoler le firmware du fichier zip ou exe téléchargemé  sur  Internet, 

[Migs123456]

FOUND SOLUTION via HP CHAT

Folks spent my entire morning with chat support.  I have documented proof HP is working on a patch for this issue.  Like everyone here I too experienced exactly what everyone is describing.  Furthermore I also just bought new toners so was fuming.  Long story short below is a copy paste on how to do a factory reset - think of Nintendo days entering cheat codes on a controller.  Once you get into the blue screen and head into menu pick reset.  Once you go through the steps and the printer re-initializes the screen will prompt you how you wish to receive updates.

DO NOT CHOOSE AUTOMATIC UPDATES instead choose DO NOT UPDATE.  This will make your printer run on base firmware mode and agent told me once new update with fix is available 'we' will be notified via email or on the site.

What bothers me is if they know there are issues, why not fess up and just give us this info and temp fix.  Maybe it has to do with it being more profitable to delay and not address this so folks get frustrated as hell and just buy a new printer.  This is my second similar HP experience - I can tell you 100% I will be switching to another brand if this issues comes back.

This worked for me so I hope it works for you.

Follow these steps:

Disconnect all the cables from the printer including the power cable and then press and hold on the power button for about 15-30 seconds, keep holding down the power button and then connect the power cable and all the other cables back to the printer and power on your printer, the Home and Back buttons will light up.

Release the power button. Touch Home, Back, Home, Home in that order.

A blue screen appears on the control panel, then touch the Menu button in the lower right corner of the screen