Printer permanently stuck in a loop unable to printer update either on printer or through browser

[Kingsride]

Yesterday my printer attempted to auto update its software but failed to download update with the error:

”The printer update could not be downloaded” This was after waiting for an unknown length of time on the download updates progress screen stuck at 0%.

It did the same after a RETRY and then when I exit instead, it attempted the whole process later with the same result. It’s now stuck in this endless loop.

I tried connecting to the printer over LAN and its ip address and update manually that way. The same problem occurs, I get the download updates progress bar stuck at 0%.

Any ideas how to perform this update?

I have an instant ink plan active so presumably need the printer software up to date.

Thanks

[Dunniwax]

I’ve nearly exactly the same issue.   Although it does go back to normal when I click ok. If I select retry same issue.  Tried it fro HP smart app and same issue.  

[Nal_NR]

Hi @Kingsride,

Welcome to the HP Support Community. 

I'd like to help!

Are you trying to update the Firmware directly from the printer control panel or are you downloading the Firmware from HP Website?

Please try downloading the Firmware from this link.

AntiVirus might block your Access to the EWS page.

Please disable the AntiVirus Temporarily and assign a Manual IP Address

- Print a Network Config Page from the printer. Note the printer's IP address.

- Type that IP address into a browser to reveal the printer's internal settings.

- Choose the Networking tab, then Wireless along the left side, then the IPv4 tab.

- On this screen you want to set a Manual IP. You need to set an IP address outside the range that the router automatically sets (called the DHCP range). If you do not know the range, change the last set of numbers (those after the last '.') to 250

- Use 255.255.255.0 for the subnet (unless you know it is different, if so, use that)

- Enter your router's IP (on the Network Config Page) for the gateway.

- Enter 8.8.8.8 for the first DNS and 8.8.4.4 for the second DNS. This is Google DNS.

- Click 'Apply'. and close the page

Go back to the EWS Page again and try the update

Hope this helps! Keep me posted for further assistance.
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!

[Kingsride]

Hi Elohi_NR

Apologies for the delay. I did not receive any email notification indicating someone had replied to my request. I’m here no because I received an email notification asking if my problem had been resolved because I hadn’t replied. Surely I should receive notifications when someone replies? I can’t just keep logging in to this every hour or so.

Anyway, I have tried your suggestion in full. The same problem persists. The download attempts to start but get stuck on the download update progress bar at 0%, doesn’t proceed any further and then times out on the printer display itself. There is no feedback on the HP smart app as the download failure causes a temporary loss of connection until I clear the alert on the printer display.

By the way, the download link you provided, when I try on my iPad gives me an error message saying it can’t find any software for my specified operating system (ios16.x) and when I try on my Mac laptop (OSX Mojave) it sends me to the App Store to download HP smart and never fully downloads that either.

Please note that someone else has added to this thread I created experiencing the very same issue.

Thanks

[Kingsride]

Just to fully answer your question:

The printer keeps attempting the download itself every few minutes and fails. 

I have tried to download the update via the printer, via HP smart AND by directly connecting using its ip address and a browser.

All these methods give the same result.

Thanks

[Kingsride]

I do feel your pain. I’m beginning to wish I’d never purchased this printer.

Like you I’ve contacted Customer Support and they were as baffled as I am. The one thing I want to try is restoring the printer to factory settings but, as I suspected, I shouldn’t do this as I have an active instant ink contract and it could affect that. In fact, the option to do restore to factory settings on the HP Smart app is greyed out specifically citing instant ink as the reason not to do it.

Meanwhile, ever since I bought this printer, it goes through repeated Printer Maintenance cycles just when I need to print something quickly. At first I wasn’t worried but now realise the machine was probably faulty all along and is now out of warranty. Sometimes I have to wait 5 mins just to print a single sheet of paper.

One thing I do know is that when it comes to replace it, I won’t be purchasing HP. It’s not worth the hassle.

I’m waiting for Customer Support to get back to me

[MichaelC3]

Hi Kingsride

Sorry it's not any help towards the issue, but it's a relief to see your post as I thought I was going mad!

I have exactly the same issue with my 8022 - I thought I must've missed an update, but the latest firmware was Nov '22 (001.2243A) which I'm already running. I'm also running the latest drivers & HP Smart app - it's so frustrating to be unable to print & realise that, once again, it's tried to do whatever update it thinks is available & is stuck waiting for an "OK/Retry" prompt.......

Cheers

Michael

[SamuelVDB]

Hi Elohi_NR, 
i'm having since 09/05 exactly the same failure. 
While going through the eventlog of the printer, I noticed that it fails with status code: 33.05.04 => after some googling, it indicates that the upgrade would be corrupt. 

Please confirm and get this sorted, this is really a frustrating expierence, and as stated by MichaelC3 ; the firmware referenced on your site is the one actually already installed; so what's the update about you guys are pushing ? 

thanks a lot for your swift help!
Samuel

[Kingsride]

Just to further update you all.

I have reported this to HP tech support and after having initially failing to understand what what happening I received this feedback:

“There has been an issue with the firmware version for your printer, this problem will resolve by itself once we update the cloud service.”

This was followed by an elaborate partial reset procedure which I’ll include below. However, I tried it and it still doesn’t resolve the repeated requests for a firmware update. Like the others here, my HP Smart App is indicating that its firmware is up-to-date, so why it’s trying to download anything is strange.

FYI, my current firmware is the same (001.2243A) as others here with mine dated October 2022.

The frustration I have is the unknown timeframe for a fix because each time the firmware download fails, the printer goes offline and I have to physically reset it. It’s not at all user friendly even though I can still print.

Here’s the partial reset procedure they sent over, but as I said, it didn’t work for me and some of the printer responses shown on its display don’t actually match those written here:

Unplug the power cable from the printer and then press and hold the power button. While pressing and holding the power button plug in the power cable back to the printer. Do not release the power button.

Wait for the printer display to go blank and only to have the Home and the return buttons to light up. Once the home and the return button lights up, use the button press combination Home Return Home.

This will take you to the Pre-Boot Menu. Touch on Reset or Menu and then select Semi-full reset and then select OK. Once the printer restarts check if the printer recovers. Once the printer recovers, please connect the printer via Wi-fi direct and then access the EWS page of the printer.

In the EWS page, click on Network and then disable IPv6 and 5GHz and assign static IP address to the printer. Then connect the printer to the wireless network and check.

I wouldn’t bother doing any of it.

Perry

[AG42NL]

I have the same problem, which started last week. Please also note that Instant Ink is still working fine and is updating the number of pages printed each day - and this is showing in HP Smart. However, HP Smart (accessed from my PC) is not able to access the printer.

FYI, the printer is connected to my router using an ethernet cable. All other computers etc. on my network are able to access the internet with no problems.