476DW printer printing gibberish even after reset, cannot upgrade firmware

[ITHRbruce]

We have an HP LaserJet 476DW multi-function device. When it is powered on, it prints pages upon pages of gibberish. There does not seem to be any option to clear the memory on the printer itself.

I have attempted a factory reset, which seems to be by pressing the lower right quadrant of the screen until an INIT message appears, and then releasing it. This does seem to reset it as the time needs entering again. However, the printer continues to print pages of gibberish.

I have tried to update the firmware on the printer via the menu, but as soon as I try it, the printer displays again tells me to load up paper so it can print all this stuff, which I am loathe to do. The update does not seem to happen. The firmware appears to be dated from 2014. So it is well out of date.

I have also tried to update the firmware using an app downloaded from the HP website. However, when I run the app, it fails to find the printer. This is even though the printer is connected by USB, WiFi or wired network cable, and with the printer on the same network as the PC. The PC has noted the printer’s IP address as it can address the printer, even though printing fails due to reams of gibberish ahead of it in some unknown print queue. I can ping the printer, yet the HP firmware update app cannot find it. So, I cannot update the firmware in any way to try to fix this issue.

The printer power was connected via a surge protector, but plugging it into a wall socket has not fixed it either.

So, if anyone has any other ideas, in case if I have missed something, then thank you.

[BeemerBiker]

There may be a print queue spooling and restarting the same job.  This can happen on networked printers.

Disconnect the printer from USB or hardwired ethernet.

Reset the printer as described here.  Be sure to make a note of the ip address so you can restore it later.

After powering backup if it continues to print garbage after it has been reset and disconnected then, indeed, there is a hardware problem.

If the garbage problem resumes after being connected to the network then it's a system somewhere spooling and restarting and not a problem with the printer.

Firmware is discussed here and it is mentioned that a specific firmware app must be used

[ITHRbruce]

Thank you for your quick reply, it is appreciated.

I did try a reset using the method described, without the network cable plugged in. It then continued to print garbage. The USB cable was still plugged in at the time though.

I note the only way to update the firmware is to use a Windows app, despite there being a video on there saying you can do it via a USB memory stick. However, there is no downloadable firmware that can be copied to a memory stick.

The Windows firmware update app fails to find the printer, whether it is connected by USB, WiFi or network cable. When connected by network, checking both PC and printer are on the same IP range, I can ping the printer's IP address, and I can find and add the printer, although it won't print correctly, of course. So, despite being seen by the PC, the firmware update app cannot see the printer, and I therefore cannot update the firmware.

So, we can then conclude it is a hardware issue, and as it is way out of support, time for a new printer?

Thank you.

[BeemerBiker]

Disconnect the USB and ensure that there are is no network connection,.

if the printer spews garbage there is a hardware problem.

If you can get access to the panel, look for the firmware version as discussed here

https://support.hp.com/us-en/drivers/swdetails/hp-color-laserjet-pro-mfp-m476-series/model/5245593/s...

If the printer is spewing it will not be possible to get a printed report.

See if the control  panel shows the firmware version, 20210408, or date Apr 20, 2021

Used, working m476dw go USD $150 and up on eBay.  Even non-working parts only are not cheap.

Some newer printers require genuine HP toners or cartridges.  My old CM1415fnw accepts cheap imitation toners .  If you buy a used 476 then you have spare parts if needed.  For example, a replacement control panel display might be $150 from AliExpress and a few weeks of shipping.

Depending on your location there might be an experienced printer repair shop that can advise you on repair cost and if it is worth it. 

[ITHRbruce]

Thanks, I will try again with the USB cable disconnected. It is not at my current location and I will need to arrange to visit.

I did access the panel yesterday to see the firmware is dated 2014, but of course, I can't use the app to update it.

However, I did just download the update e x e and decompressed it, as it's similar to a zip file. In there, the only file of note and size seems to be the actual firmware file itself, a snippet screenshot below. Would you say this is the firmware file, and worth a shot copying it to a USB stick and trying to update it from there?

Also, thanks for your insights about buying and selling spare parts. I don't know what part to replace, but my user will be fine buying a replacement if he has to.

Thank you.

[ITHRbruce]

I was able to reset the printer and stop the gibberish printing out, with the USB cable disconnected. It started up again though when the USB cable was reconnected, which meant something wasn't right with the PC.

However, I managed to get a support engineer to assist, and he pointed me to some newer drivers which has resolved the issue!

So between your kind assistance and HP's, the printer is now fine.

Thank you!!!