HP Officejet Pro 8740 hangs every time it is turned off on current firmware

[ChrisPta]

Agree completely.  

I had no power-off problems in either manual or power management modes before the firmware update.

I found it surprising that the telephone support folks in India were unaware of the problem and pushed back on the idea that firmware could affect power control. 

[Correzpond]

Not surprising. They seem to have zero tehcnical expertise and I'm convinced are paid on a per word basis to respond.  HP is going (has gone) the way Microsoft did  in the early 2000s when they outsourced all their tech support to useless bots in India and were then left wondering why customers had stopped buying their products.

[Ce-De-Ha]

I'm still waiting for new firmware., or I missed something.

How looooong to go? Year 2020?

[ChrisPta]

Here is some new information on recent behavior:

-  First, getting power directly from the wall vice thru an adjacent surge protector does nothing to fix the problem.

-  On a random, very infrequent basis (~1 in 20 times/days), the printer will power down on its own under power management, i.e. it responds like it should.

-  I have once only, after a power management shut down failed and I pulled the power cord, manually powered the printer up and subsequently was able to manually turn it off... but one time only.

Given these intermittent events and without knowing anything about the power control logical design, I'm not as confident that the firmware change is the sole cause of the problem.

I too want HP to fix it, because I am having to blindly unplug and plugin the power cord from the back of the printer each day with some degree of difficulty.  I'm concerned that these actions will over time degrade the printer's plug due to the repeated stress involved with a tight fitting connector.

[Paolo8730]

Hi there, I found this post browsing the internet.
I own a HP OfficeJet Pro 8730 (that shares the same firmware as the 8740 model as far as I know) and I'm experiencing the same very annoying issue adviced in this post after upgrading firmware to ver. 1834A (maybe since previous update even), that is, more specifically, that if I use the "scan to network folder" feature (that I use very often...), I can't shut down the printer by pushing the power off button and I necessarily have to unplug the power cord.
I own a pc with Windows 10 Professional and I tried every sort of solution to fix this issue, so I already tried resetting the printer to factory defaults and I experienced the bug with both LAN and WiFi.

Sadly, I also guess it is firmware related.
Scans keep being saved to the right folder correctly, even if you use (like I do) the "scan to network folder" feature 10-20 times before powering the printer off. The only BIG problem is that you can't power the product off correctly.
Also, since 1834A firmware I was experiencing another issue, that I was able to fix, but i don't know if it's a firmware bug or something specific to the smb3 protocol. After upgrading to 1834A I couldn't save to network folders with pre-existing profiles due to a credentials error. I assume that was because the account I use on the pc had no password, so I fixed it in the first instance by creating a profile on the pc that was dedicated to the printer and that had a password (of course adding this new user in the sharing and security tabs of the shared folder), then I definitely fixed the problem by disabling the smb3 protocol in the network settings on the web interface of the printer (smb1 and smb2 protocol work flawlessly with this feature even if the account has no password).
After some tests I did, the power off bug happens with all smb 1, 2 and 3 protocols enabled and even if i try to enable just one of the 3.
I really hope a new firmware update comes as soon as possible to fix this very very annoying issue, as it really keeps me far from buying a second 8730 for my office, being a really BIG problem that was incredibly introduced with new firmwares and that was not existing at start.

[ChrisPta]

BINGO - YOU NAILED IT!  I didn't associate the printer's state at power off with having or not having scanned to a network folder. 

-  Since the power managed "on" startup this morning, I have not scanned anything (which I also do A LOT). 

-  I just tried two manual power off-on cycles; both successful.  And...

-  after resetting the power management off time to current time +1 min, the printer powered off successfully.

Also, I just ran a test of managed power off after performing a scan to a USB drive; it powered off successfully.

[Paolo8730]

Just to be more exact, it seems that the printer has the shut down problem when it communicates to pc via LAN/WiFi, as I noticed that also using "Scan to PC" feature causes the issue.

Sadly still no way to bypass it...

[Correzpond · Accepted solution]

Just noting for the benefit of other hapless HP customers who arrive here that this issue was finally confirmed by HP as a firmware bug 10 months after I reported it and finally corrected in Firmware OJP8730_8740_1919A.exe released on 10 June 2019 which can be downloaded at https://support.hp.com/au-en/drivers/selfservice/swdetails/hp-officejet-pro-8740-all-in-one-printer-....

Maybe HP will listen to their customers ahead of their robotic customer service agents in Hyderabad in future. Although really not complaining as HP sent me a free replacement 6 months ago which of course demonstrated exactly the same issue and which has also been subsequently fixed by the firmware release.

[ChrisPta]

Thanks for the followup!   It will be a joy to stop using a USB drive on the scanner to capture document scans and manually plugging it into the desktop to save the files... just to retain the ability to power off the 8740 w/o having to unplug it.