Printer freezes during update

[JihynCecilia]

• Hello, 

after turning my printer on, directly after HP sign, it starts downloading process, after the downloading is complete it starts to do update which freezes at 40%. After restarting the printer the same thing happens again. 

I cannot see the printer connected to computer for USB.

I turn off the Wi-Fi, but printer still does the same thing.

Can I somehow do factory reset before printer OS loads?

[Sneha_01]

Hi @JihynCecilia,

Welcome to HP Support Community.

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

It sounds like your printer is stuck during a firmware update, which can be frustrating. Here are some steps you can try to perform a factory reset and potentially resolve the issue:

1. Power Cycle the Printer

• Turn off the printer and unplug it from the power source.
• Wait for about 60 seconds before plugging it back in and turning it on again.

2. Perform a Hard Reset

1. Turn off the printer and disconnect all cables, including power and USB.
2. Press and hold the power button for about 15-20 seconds to discharge any residual power.
3. Reconnect the power cord (without USB) and turn the printer on.

3. Attempt a Factory Reset

• To reset before the OS loads, try the following:

1. Turn off the printer.
2. Press and hold the Wireless and Cancel buttons at the same time.
3. While holding these buttons, turn on the printer.
4. Keep holding the buttons until you see a reset option or the printer displays a message indicating a reset.

4. Try Recovery Mode

• Some HP printers have a recovery mode:

1. Turn off the printer.
2. Disconnect the power cord.
3. While reconnecting the power cord, hold down the Resume button (triangle inside a circle).
4. Release the button once the printer turns on.

5. Disconnect from Wi-Fi

• If the printer keeps trying to connect to Wi-Fi and update:

1. Ensure Wi-Fi is off by using the physical Wi-Fi button (if available) or accessing the settings before the update process starts.

6. Connect via USB (if possible)

• If you haven’t been able to connect via USB, try connecting it directly to your computer while the printer is off. Then turn the printer on and see if it’s recognized.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support