Software update download problem

[DerbyJordan]

I have tried downloading from the printer and the app on my Mac. Each time it starts the update download and just sits at 0% until it fails. Any ideas?

[sandytechy20]

@DerbyJordan 

Welcome to the HP support community.

I understand that you are unable to install the printer, I am glad to assist you.

Remove and reinstall the printer 

• Click the Spotlight icon , and then search for and open the Applications folder.
• Open the HP or Hewlett Packard folder.
• If HP Uninstaller is in the folder, double-click it, and then follow the instructions to complete the uninstall.
• If HP Uninstaller is not in the folder, continue with these steps.
• Click and drag the HP or Hewlett Packard folder to the Trash icon in the Dock.
• Click the Spotlight icon to search for and open the Printers folder.
• Click and drag the HP or Hewlett Packard folder to the Trash icon in the Dock.
• Restart the Mac.
• Right-click or press the Control key and click the Trash icon, and then select Empty Trash to complete the uninstall.

Download and install the printer using the HP Smart app

Click here to download

Keep me posted.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers.

[DerbyJordan]

Sorry but this did not work, I tried several times. I also reset the printer to factory defaults, reconnected the printer, set it to update and still the same. It starts to download the update, gets to 100% then shows and error saying 'Download unsuccessful, the printer update could not be downloaded. I have also tried connecting to the Internet through my mobile and still the same. It seems to be a software issue on the printer. Any ideas?

[sandytechy20]

@DerbyJordan 

This might require one on one interaction to fix the issue, I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers