cancel
Showing results for 
Search instead for 
Did you mean: 
Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
We would like to share some of the most frequently asked questions about Instant Ink. Check out this link: HP INSTANT INK, HP+ PLANS: INK AND TONER. .
jaoteay
Level 1
6 4 0 0
Message 1 of 8
192
Flag Post

Unable to Update Firmware on HP Officejet Pro 8600N911g Model: CM750A

HP Recommended
HP Officejet Pro 8600 N911g
Microsoft Windows 10 (64-bit)

My printer has been acting up (randomly can't connect, printhead cleaning not working well, so decided to try and update the firmware. When I go to the EWS, it says that it is already up to date. But on the support page, it shows firmware 2011A is available. 

 

Current firmware: CKP1CN1829AR

 

When I tried to run the firmware install, it just says under status, "Not applicable". This happens whether I'm connected by LAN or directly with USB. 

 

jaoteay_0-1617655572790.png

 

If I can't update through the EWS, nor through USB/LAN, I don't see how I can possibly update the firmware.... Any ideas?

7 REPLIES 7
sandytechy20
HP Support Agent
HP Support Agent
25,841 25,721 1,420 1,489
Message 2 of 8
Flag Post
HP Recommended

@jaoteay

 

Welcome to the HP support community.

 

I understand that you want to update the printer firmware.

Refer the steps mentioned in this HP document to update the printer firmware:- Click here

 

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

Reply
0 Kudos
jaoteay
Author
Level 1
6 4 0 0
Message 3 of 8
Flag Post
HP Recommended

Maybe I wasn't clear above? I have tried those steps. Both on the device and through Windows, and through EWS. It isn't working, that's why I contacted you. 

Reply
0 Kudos
sandytechy20
HP Support Agent
HP Support Agent
25,841 25,721 1,420 1,489
Message 4 of 8
Flag Post
HP Recommended

@jaoteay

 

This might require remote access of your computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

  1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
  2. Select the country.
  3. Enter the serial of your device.
  4. Select the country from the drop-down.
  5. Click on "Show Options".
  6. Fill the web-form. A case number and phone number will now populate for you.

Let me know how it goes.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

Sandytechy20
I am an HP Employee

Reply
0 Kudos
jaoteay
Author
Level 1
6 4 0 0
Message 5 of 8
Flag Post
HP Recommended

I don't see the option to "Show Options". 

 

jaoteay_0-1618264278113.png

It just says that I am out of warranty so I can't select "Show Options". 

Reply
0 Kudos
jaoteay
Author
Level 1
6 4 0 0
Message 6 of 8
Flag Post
HP Recommended

Here is the screenshot Image again. 

 

HPSupportScreenshot.png

Reply
0 Kudos
sandytechy20
HP Support Agent
HP Support Agent
25,841 25,721 1,420 1,489
Message 7 of 8
Flag Post
HP Recommended

@jaoteay

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

Sandytechy20
I am an HP Employee

Reply
0 Kudos
jaoteay
Author
Level 1
6 4 0 0
Message 8 of 8
Flag Post
HP Recommended

Great, thank you. How long should I wait before assuming I fell through the cracks? 

Reply
0 Kudos
Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation