Update can't download message

[KevinMcGuire]

Hello,

 My OfficeJet 9012 keeps trying to download an update, but it stays at 0% completed, then displays a message that the update can't be downloaded. When this happens I open my HP Instant Ink software, and it says the printer is offline. 

I've tried unplugging the router and the printer for 60 seconds, and that puts the printer back online, but after a while the download attempts with the same result. I've also done a factory reset on the printer.

I still see the printer in Windows Control Panel through all of this, and I can still print, but I would like for any updates to be applied. Does anyone know anything else to do besides what I already have? Those things I've done are all I can find by doing internet searches.

Thank you,

Kevin McGuire

[Raj_05]

Hi @KevinMcGuire,

Welcome to HP Support Community.  

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

It can be frustrating when your HP OfficeJet printer encounters issues with downloading updates and goes offline. Here are some steps you can try to resolve this problem.

• Check Your Internet Connection: Ensure that your printer is connected to a stable and active internet connection. If it's a wireless connection, verify that the Wi-Fi signal is strong and there are no connectivity issues. A weak or intermittent internet connection can prevent the printer from downloading updates.
• Printer Reboot: Sometimes, a simple reboot of the printer can help resolve connectivity issues. Turn off your printer, wait for a minute, and then turn it back on.
• Restart Your Router: If other devices on your network are working fine but the printer still has trouble connecting, consider restarting your wireless router. This can often clear up any network congestion or issues.
• Update Printer Firmware Manually: If the automatic update is not working, you can try updating the printer's firmware manually. Visit the HP support website, search for your printer model, and download the latest firmware update. Follow the instructions provided on the HP website to install the update using a USB connection or network connection.
• Check HP Instant Ink Subscription: If your printer relies on HP Instant Ink, ensure that your subscription is active and there are no issues with your account. Sometimes, subscription-related problems can affect the printer's functionality.
• Reset Network Settings: You can try resetting the network settings on your printer to clear any network-related issues. Refer to your printer's manual or the HP website for instructions on how to do this.
• Update HP Smart or HP Instant Ink Software: Ensure that you have the latest version of the HP Smart or HP Instant Ink software installed on your computer or mobile device. Outdated software can sometimes cause connectivity issues.
• Firewall/Antivirus Software: Check if any firewall or antivirus software on your computer is blocking the printer's connection to the internet. Make sure the necessary ports for the printer are allowed through the firewall.

I hope this helps. 
 

Take care and have a good day.

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Alden4
HP Support