Printer Maintenance (firmware) failure

[AMusselman]

For the past week or so my printer has attempted to automatically install a firmware update. Download progress gets to 100%, then "Download Unsuccessful" message. At this point the printer is in EWS so it's unavailable to the network for printing. This means no local or remote printing. I can clear the message by touching OK but 15 minutes later the same thing happens again. We are normally on WiFi but I tried ethernet with the same result. Any suggestions? Thanks.

[AMusselman]

I have verified via the HP Network Configuration Page that firmware version MANHTNPP1N002.2313A.00, dated 2023-03-29 is installed.  On the EWS Tools > Printer Updates > Firmware Updates page the method of updating is greyed out. I suspect that my Instant Ink subscription requires the mode to be Automatic. It seems that the printer just doesn't recognize that the latest version of the firmware is installed so it keeps trying.

[N1Poppy]

Come on HP - Fix this issue. There are a lot of folks reporting this issue and theres no fix that I have found. 

[Gryfyn]

Agree with last entry:  Printer continues to repeat firmware update cycle, always ending in failure.  Tried to initiate update both from local HP Smart app and via direct IP link to printer: no difference (other than IP browser never "recovers" from failed update attempt).  PLEASE HP: come up with another solution (preferably one that actually works!)

[Raj_05]

Hi @AMusselman,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

To disable automatic firmware updates from the Control Panel/ Front Panel, follow the instructions below.

1. On the control panel/ front panel of the printer touch Setup or the Gear Icon . 
2. Then scroll down to Printer Maintenance and select it. Then Scroll down to Update the Printer and select it.
3. Under update the printer, select “Printer Update Options” and select the option “Do not check”. When asked to confirm the settings, please select Yes. 

Link for Printer Control Panel Document: https://support.hp.com/ph-en/document/ish_5817551-5817617-16

If you are unable to change the Printer Update options and if you are getting a message, this option is locked. Then you might have to restore factory defaults on the printer. To do so, please follow the instructions below.

1. On the control panel/ front panel of the printer touch Setup or the Gear Icon . 
2. Then scroll down to Printer Maintenance and select it. Then scroll down to Restore and select it.
3. Then select Restore Factory defaults. When prompted to confirm the action, please select Yes. 
4. This will restore the printer to factory defaults and the printer will restart. Once the printer is restarted, On the control panel/ front panel of the printer touch Setup or the Gear Icon  . 
5. Then scroll down to Printer Maintenance and select it. Then Scroll down to Update the Printer and select it.
6. Under update the printer, select “Printer Update Options” and select the option “Do not check”. When asked to confirm the settings, please select Yes.
7. Then connect the printer back to the network.

I hope this helps. 
 

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4
HP Support 

[AMusselman]

Thank you Alden4.  I was unable to change the update setting from the front panel because it was locked, as you suggested it might be. However, another Community member described the path to follow within the Embedded Web Server. That worked to turn off the Automatic setting. I hesitate to consider either method a solution since it is merely a workaround for the fundamental problem. Thanks, again for the response. 

[Raj_05]

Hi @AMusselman,

Thank you for your response, 

Is there anything else that I can help you with today?
 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4
HP Support

[Raj_05]

Hi @AMusselman,

We hope you’re doing great.  We just want to send a follow-up message to check how things are and whether if you still need our help. If you still do, we’re just a DM away.

Take care and have a good day. 

Alden4
HP Support 

[MaggieNC]

Thanks... Had the printer unplugged for several days after posting the issue and seeing others had same issue with "updating".  The printer updated when returned to service... thanks