HP PageWide 377dw wont come on - flashing power button

[Kay19641]

My HP PageWide 377dw just ran some sort of update.  It said on the screen that the software was now up to date and then it froze.  I couldn't get it to switch off by the power button whenever i pressed it nothing happened.  So i followed some advice and unplugged it, left it for an hour, plugged it back into a different socket and it came up immediately without me having to press the power button, but it is stuck on the HP PageWide Technology screen and the power button is flashing.  Nothing I do gets me any further. If I run the troubleshooter it says it can't find a problem.  My printer is plugged in to a network by ethernet cable.

Help

[Tristora]

I have the same question but why there is no response from HP to the community . we have not been able to print since yesterday morning. I am getting mixed messages from HP.

[vraps]

I'm having the same issue and after racing to restore all the settings, I noticed when I reset the Network, the printer did not freeze. Offline, it prints tester pages fine and does not freeze. However, when I reconnected it to the Network, the printer froze. I don't know if that helps with anything.

[Kay19641]

I spent 2 hours on the phone with HP on Thursday.  They walked me through a total reboot of the printer at least 3 times but it froze part way through each reboot.  The person I spoke to said there had been no updates issued but was going to look into it further and call me back.  I am expecting a call back this morning, but wont be holding my breath.

If you want to try the full reboot they sent me this link to a You Tube video

Reset HP printer Pagewide 477 - YouTube

Hope it helps.

[Tristora]

Hi Vraps, 

I will try this still waiting on a response from HP. 

[Repairatrooper]

You need to downgrade the firmware, this works, implemented on at least 5 customer units in the past 2 days.

Follow the steps below and you should be able to restore the function of your device.

1. First step is to go to support.hp.com and download the current firmware update file for your device. The problem firmware has been withdrawn and we have been installing  2313A successfully.
2.  You will need a USB thumb drive, ensure it is formatted in FAT32.
3. Next you will need an archive program like 7-zip. 7-Zip allows you to directly open the downloaded file without having to rename it. Once you open the file you will see one file with the extension .FUL2. Extract that file to your USB drive.
4. On  your printer, disconnect any wired ethernet cables. If you are connecting via wireless, turn off the wireless signal in your house if your printer is connecting to that. Any live network connection appears to cause the lockup. Then reboot the printer. If it will not shut down from the power switch you will need to simply pull the cord. Not preferred but sometimes there is no choice.
5. Once the printer comes to ready, insert the USB thumbdrive into the USB port under the keyboard. A USB icon should appear on the control panel. When you see that logo touch it and you will be presented with 3 icons, "Print" "Scan to USB" "Upgrade detected"  In some cases it can take the printer a few minutes (I waited almost ten minutes on one device) for the upgrade icon to appear. Once it appears, touch it and the upgrade/downgrade process with start. Once it is complete the control panel will return to regular state.
6. As a safeguard, disable automatic updates before reconnecting networks. The easiest method to disable updates is to press the gear icon in the upper left of the screen twice, scroll down to printer maintenance then printer updates and then printer update behaviour and set to any option but auto-update.
7. Once you have completed all the above steps, restart the printer, connect your network cable or turn on your wireless and you should be back in business.

[Tristora]

Hi Trooper:

thank you we are all back up and running.. awesome post

Kindest Regards

AR