Firmware update broke printer (solved)

[KE1G]

After printing yesterday (April 5, 2018, working fine), the printer screen said that there was new firmware available that would improve my printer's performance, and did I want to install it.  Perhaps unwisely, since I had no complaints about performance, I said OK.

Today when I print it makes noises like it's printing, including sucking the paper back in to print the other side, BUT the paper is completely blank (no ink on the page).

To see if there might be a computer/driver problem, I went to the printer information screen on the printer and touched "print".  This also produces blank paper.

The screen says that both my color and black catrtidge tanks are about half full.

I tried powering down and up, with no change in behavior.

The printer (and cartridges) are about 49 weeks old (since purchased new at Staples).

Might the firmware upgrade have broken the printer?  Might it be other than from HP?  Is there a way to replace the (an) older version of the firmware?  What else should I check?

[Raj1788]

@KE1G

Welcome to HP Forums, 

This is a great place to get support, find answers and tips to your technical queries.

I understand that the printer is not working after the last firmware update.

To answer you question, we cannot roll back to the older version of the firmware.

Was the firmware update successful?

If not use this link: https://hp.care/2IxeQc8 to update the firmware.

I suggest you do a Hard Reset

(1) Turn the printer on, if it is not already on.
(2) Wait until the printer is idle and silent before you continue and remove the cartridges.
(3) With the printer turned on, disconnect the power cord from the rear of the printer.
(4) Unplug the power cord from the wall outlet.
(5) Wait at least 60 seconds.
(6) Plug the power cord back into the wall outlet.
NOTE: HP recommends connecting the printer power cord directly to the wall outlet.
(7) Reconnect the power cord to the rear of the printer.
(8) Turn on the printer, if it does not automatically turn on.

The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

Keep me posted, how it goes! However, I'll try and follow up in next 24 to 48 hours to doublecheck on the issue.

If the information I've provided was helpful, give us some reinforcement by clicking the solution and kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

[KE1G · Accepted solution]

Thanks for your insights.

But it turns out that the firmware update was a confusing factor that did no harm.  My ink cartridge had some dead rows, and what a printed one day happened to not need those rows, while what I printed after the update (including the printer info page) only used those rows.  I should have tried an alignment page and all would have been revealed.  I was chasing what had changed recently, and it led me astray.

I'm sorry for the noise.

[Raj1788]

@KE1G

Thanks for the reply.

Is the printer working fine now?

Please feel free to get back to us for further technical assistance.

Take care, 

Cheers:)

[KE1G]

Yes.  Printer now works fine.

[KrazyToad]

@KE1G

I'm glad you were able to get this issue sorted out

Do visit our HP Forum and drop us a Message anytime you need assistance.

Thank you 🙂