Pagewide pro 477 dw mfp - Printer freeze

[RoseU79]

Hello,

I have an HP PageWide Pro MFP 477dw printed that as of 2 days ago, has stopped working.  I cannot turn off the printer.  I can only unplug it.  Also, once I plug it back in, it only works for a few seconds, then freezes again.  The touch screen will not work at all.  It is just stuck on the home screen.  I am okay with instructions on fixing this, but need detailed instructions as that is the way my brain is wired...sorry.  No one at our office can print to this printer.  HELP!

[Ryuti]

Same here. Is this due to an update HP tried to push to our printers? It messed up all printing activity we do daily

[MikeM85]

I have the same issue here.  I can only turn off the printer by unplugging it, the touch screen and power button are not responding).  I tried to do a factory reset (press and hold the power button while plugging it back in), and it froze after about a minute, without enough time to do the reset).

[RoseU-SC]

I ended up contacting HP.  They had pushed an update through that caused this issue.  They sent me a link to download and I ended up calling back to have someone walk me through the process.  My printer has been "turned back" to a previous update and works well now.  I strongly encourage you to reach out to HP so they can fix this issue for you too.  Without them walking me through the process, I don't think I would have figured out what I was doing wrong.  I also had to turn off automatic updates (they walked me through this too) so it would not update to the bad one again.  Hope this helps! 😁

[Ryuti]

Many thanks Rose, definitely contacting HP is the next step. Many thanks!

[MikeM85]

Hello. My printer was also fixed from this issue. It required a firmware downgrade.

1. Turn off printer
2. Plugin the USB flash drive
3. Unplug power cable
4. Hold the power button and plugin power
5. When all 3 symbols light up, press Home, Back, Home, Home
6. Select Menu, Next, Next, Next, Next, OK

[Ryuti]

Many thanks Mike, I will definetely try that. Do you have the url to download the correct firmware version. Cheers

[MikeM85]

I actually took it to my IT at work, and they looked after it.  They provided me with a USB key with the instructions but also did the fix for me.  I do see the Firmware online at the URL below.  Just make sure you have the exact same model as listed on the page; otherwise, you'll need to search for it on the support page:

https://support.hp.com/us-en/drivers/selfservice/hp-pagewide-pro-477dw-multifunction-printer-series/...  

**They also turned off Automatic updates which is a setting.   

[Ryuti]

Thanks Mike. Very usefull info all together.

[Repairatrooper]

Just to add one comment. If you are able to disconnect wired and wireless connections from the printer you do not need to perform the reset as documented by the hold the power button and plug the printer in. This may require you to shut off your wireless router temporarily to eliminate the wireless connection. Once the network connections are disconnected, restart the printer and once it comes to ready, insert the usb key into the front port and then touch the USB icon that shows up on the screen. Wait until you see the option "update available"  and touch that and let the firmware install. Doing it by this method prevents the possible "starter cartridges required" error and retains any custom settings or address books you may have saved.