Pagewide pro 477 dw mfp - Printer freeze after software update

[aramosch]

I have been fighting with 3 printers since last friday because of this update.... No luck...

I tried every thing mentioned before, but this one of the flash with the USB... It works!!! 

Great... Thank you....

[StickyVonIcky]

This is the way. Thank you sir I owe you a beer 

[Officechief]

Please use the other USB port. First i used the USB in front- and the same- verifying.....
Than i used the USB port on the back an it works 🙂

[Anglocelt]

Thanks so much - this got me closer but I still got the green screen using the flash drive in either front or back.  What worked was not immediately choosing "Reflash" but chosing menu->OK when reflash option came up.

However I then got a blue screen error of C9C70000 and finally reflashed successfully using this firmware from 2020! https://blog-cdn.lucatnt.com/file/LucaTNTBlog/2022/06/PW477DW_1908C.exe

Thanks again.

[Blackisle]

Thanks for this @ScottishWench, great instructions and worked like a dream. Remember to disable the Firmware AutoUpdate function once you've got a working printer again, at least until there is some kind of official response from HP. Our printer is managed through HP PAYS - spent an hour on the phone to the support number (to get confirmation that doing the offline FW update wouldn't affect the support contract) until it hung up on me for being on hold for too long. Cheers HP, fantastic premium support service.

[Yippee99]

Yes, thank you Blairuachdair and all the others. This was a team effort for sure!!. 

It hasn't worked for me yet, but am still trying. This is more complicated than I thought. 

Can someone please do a Youtube video who has been successful. I think there are some nuances to this. 

** UPDATE:

1. Removed the software from the computer.

2. Restart the printer as normal, plug in.  When loaded and while the touch screen still worked, I turned off the WIFI, but left WIFI Direct still on.

3. Then I connected to the printer via WIFI Direct, and it works now.

I did do the Drive Reflash method prior, but the "Verifying" stayed on and on. It might have done the job without me knowing it, but not sure. I know the steps above worked though, or at least for now. 

[michaeljordanca]

I have tried re-flashing using instructions in this thread, from HP themselves, to no avail. It would just spin and say verifying. I now have an error code C9C70000

Has anyone seen this error?

Here is the instructions from HP although the link actually doesn't specify how to actually 'flash'.

Thank you for contacting HP Customer Support.


This email is with reference to the Case Number: 5112692488.


Issue Reported: The front panel of the device becomes unresponsive post firmware is upgraded.

I request you to perform the following troubleshooting to isolate/resolve the issue: 

Workaround/Solution:

The recommended solution is to downgrade the firmware to the previous version.

The previous version of the firmware is made available through FTP, please use the below details to download it:


    HTTPS Access:    https://ftp.usa.hp.com/hprc  

    Drop Box Host:    ftp.usa.hp.com  (15.73.138.234, Failover: 15.73.138.232)

    Login:            doug29

    Password:         d=YY4xq^  (NOTE: CASE-sensitive)

    Account Expires:  10/29/2023.


**Please select your printer model and download the Firmware accordingly. **

Instructions to downgrade the firmware:

For the wired connected devices, disconnect the cable and flash the firmware through thumb drive when the front panel becomes responsive.

For WIFI connected devices, since the WIFI connectivity cannot be disabled from the front panel, use the pre boot menu to flash the firmware.

To get into Pre-Boot Menu:

After about 15 seconds 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.

Please refer the HP Document https://support.hp.com/us-en/document/c05272446 for instructions to flash the firmware.

Note:

>>Please turn auto update off on the printer's web page for firmware updates<<

If you need further assistance, please reply to this Email and we will be happy to assist you.

EDIT: Rockyearoll's post is exactly how mine was rectified. Not having the USB plugged in until at the "Reflash" screen. (USB stick in the back as well)

Thank-you!

[JessLL]

Thank you MatthewUK! Glad I found your post. Our office printer had the same issue since 9/28. The touch screen only worked for a few seconds after reboot and then froze. I followed all the steps you listed and it worked and fixed the printer.

I would say the most important step was to disable Wi-Fi connection and unplug Ethernet cable to the printer first before updating the firmware via USB stick because it didn't work the first time when the printer was still connected to Wi-Fi.

Thank you again and good luck to others.

[rockyearoll]

I had same issue, and reached out to HP, try performing the same steps, but with the USB NOT plugged in.  Once you are at the "Drive Reflash" screen,  go ahead and reinsert the USB and then hit OK.  

This worked for me and went to the updating screen and successfully worked.

[Anglocelt]

Thank you - it's funny how noone tries contacting HP!  Mine's working so I'm scared to touch it now - but appreciate your post.