HP Laserjet MFP M28w identified as HP Laserjet 3020 after firmware update from HP website

[DmitriyRaz]

Hello, I'm having the same issue as here:

https://h30434.www3.hp.com/t5/Printing-Errors-or-Lights-Stuck-Print-Jobs/HP-Laserjet-MFP-M28A-reset/...

I Installed firmware update from HP website

https://support.hp.com/us-en/drivers/selfservice/hp-laserjet-pro-mfp-m28-m31-printer-series/16647082...

And now my HP Laserjet MFP M28w identified as HP Laserjet 3020 and not working. My OS is Windows 10 x64.

Could you please help me fix this.

[DmitriyRaz]

There's one more issue like this. Apparently both of them required remote access:

https://h30434.www3.hp.com/t5/Printer-Setup-Software-Drivers/LaserJet-3020-of-LaserJet-Pro-MFP-M28a/...

[sandytechy20]

@DmitriyRaz 

Welcome to the HP support community.

I understand that your printer is identified as a different model, I am glad to assist you.

Perform root level uninstallation to remove all the printer related software's.

• In Windows, search for and open Programs and Features.
• Select your HP printer.
• Select Uninstall.
• In Windows, search for and open Devices and Printers.
• In the Devices and Printers window look for your HP Printer. If you see it listed, right-click on it and choose "Delete" or "Remove Device.”
• Open up the run command with the "Windows Key + R" key combo.
• Type printui.exe /s and click OK.
• Click on Drivers tab.
• Look for HP Printer driver. If you see it click on it and click Remove at the bottom.
• Select OK.
• Remove all instances of the same.
• Select Apply and OK on the Print Server Properties windows.
• Close Devices and Printers. 
• Restart the PC again.

Download and install the printer using the HP Smart app

Here are the steps:- Click here

Update the printer firmware again to install the latest update 

Follow these steps:- Click here

Keep me posted.

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

Cheers.

[DmitriyRaz]

@Sandytechy20, thank you for your answer but unfortunately I'm stuck.

HP Web Site proposes to install "HP Easy Start" instead of "HP Smart", is it correct? If not, could you please give a direct link?

When I'm trying to install the printer with "HP Easy Start" it doesn't find a printer (because after the firmware update from HP website it doesn't identify correctly):

[DmitriyRaz]

The Printer looks like this in Devices and Printers:

[DmitriyRaz]

Hello again. I was able to find HP Smart but it also didn't find my printer to install 😞

I'm pretty sure there's something has to be done at the lower level to the device itself because right now my PC doesn't identify it as a printer, but just like an unspecified device.

[sandytechy20]

@DmitriyRaz 

This might require remote access to the computer and 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

[DmitriyRaz · Accepted solution]

Unfortunately HP Support was not really helpful with this issue, especially considering that it's the HP official update that broke the device.

But I was able to solve it myself, I will describe the process for Windows 10 in hope it will help somebody.

1) Turn On the printer

2) Go to Control Panel, open Device and Printers, click on "Add a Printer"

3) Click "The Printer that I want isn't listed":

4) Select "Add a local printer or network printer with manual settings"

5) Select your USB port that your printer is using:

6) Install it as Generic /Text Only

7) Download older Firmware update (find in google HP_LaserJet_Pro_M28_M31_Firmware_Update_20210121.exe) 

8 Install it for Generic /Text Only, restart your PC and install HP drivers as usual.