Printer becomes offline and cannot be powered off

[Ronaa]

I tried printing to my HP Envy Pro 6455 but it appeared offline. I went to the printer to try turning it off and on and it was unresponsive. The printer is low on ink (I get a message to that effect after I print), but it is not out of ink. For when I power the printer back up (I had to pull the power cord from the printer to turn it off), I am able to print. Besides, even if the issue is low ink, (1) I should be able to power of the printer and (2) I should get a notice requesting me to change ink cartridges.

I then decided to download the latest firmware, from November, file ENP6400_2441A.exe, and executed it. A console  window pops up and the following messages are immediately displayed and the installation hangs:

find: `/i/$RECYCLE.BIN/S-1-5-21-1406491255-160390063-3354064727-1001': Permission denied
find: `/i/$RECYCLE.BIN/S-1-5-21-2202443919-460277152-3005372813-1004': Permission denied

[A_Gayathri]

Hi @Ronaa ,

Welcome to The HP Support Community.  

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

I understand you're facing a couple of issues with your HP Envy Pro 6455 printer: the printer going offline, not responding to power off attempts, and issues with the firmware update. Let's address them one at a time.

1. Printer Going Offline and Unresponsive HP printer is offline or unavailable

The printer becoming unresponsive when trying to turn it off might be related to an internal issue or a problem with the firmware. Here are a few troubleshooting steps to try:

Hard Reset: Since pulling the power cord is the only way to turn it off, perform a hard reset by unplugging the printer, waiting for 60 seconds, and then plugging it back in. This can sometimes help with unresponsiveness.

Check Ink Cartridge Status: Even if the printer is low on ink, it should not prevent you from powering it off. Make sure the ink cartridges are seated properly and are not damaged. It’s also worth checking if any error codes related to the ink appear on the printer display.

Printer Driver: Ensure that your printer drivers are up to date, especially if the printer is frequently showing as offline. You can do this from the HP Smart app or by visiting HP’s support site.

2. Issues with Firmware Installation Update the firmware on an HP printer

The error messages during the firmware update indicate that the firmware update is encountering access issues due to permissions. Here’s how to resolve that:

Run as Administrator: Right-click on the ENP6400_2441A.exe file and select Run as administrator. This will give the update the necessary permissions to complete the installation.

Check Antivirus/Security Software: Sometimes, security software can block access to certain files or directories. Temporarily disable your antivirus software and try running the firmware update again.

Perform the Update via HP Smart App: Alternatively, try updating the firmware through the HP Smart app, which might be more seamless than using the executable file.

Let me know if you continue to experience issues after trying these steps!

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!

[Ronaa]

Thanks for your reply. Actually, when I use the HP Smart App to check for firmware updates it says that the one I have installed form 2024-10-07 is already up to date. Yet when I go to https://support.hp.com/us-en/drivers/hp-envy-pro-6400-all-in-one-printer-series/model/29256679 it shows the ENP6400_2441A.exe update dated November 11, 2024. So I am not sure if I should even be attempting to install this.

[Ronaa]

Also, I can see how to use the HP Smart App to install the latest firmware (see previous reply), but I do not see an option for updating drivers.