HP PageWide Pro 477dw MFP - Not waking up from standby, forced to restart

[harakan]

Hello,

We recently started having printing issues with our HP PageWide Pro 477dw MFP, once the printer goes to sleep it stops responding to printing requests and the led screen stops responding to touch inputs.

While asleep, we can still ping the printer and access the EWS, but any configuration change, printing request or trying to restart from the web panel just hangs and never completes.

After unplugging it manually and plugging it back in the printer comes back up and functions properly until it goes to standby.

The issue is similar to this one: http://h30434.www3.hp.com/t5/Inkjet-Printing/HP-PageWide-Pro-MFP-477-dw-documents-not-printing-force...

But updating the firmware did not fix the issue, it's currently on firmware MAVEDNPP1N001.1708D.00

Anything we can do to fix this? Thanks.

[Bryan_P]

Hi Harakan,

It seem like power management features might be causing it.

Could you try the steps below to change Sleep Mode time?

Alternatively, you may refer to the Page 7 of the User Manual. Hope this help.

http://h20565.www2.hp.com/hpsc/doc/public/display?sp4ts.oid=7439472&docLocale=en_US&docId=emr_na-c04...

Best Regards,

Bryan

[eddiestobart]

We have the same issue and the latest firmware does not fix it.  Device sleeps and will not wake unless power cycled at the wall.

[Bryan_P]

Hello eddiestobart,

Have you tried setting the Sleep mode time procedure I posted earlier?

Best Regards,

Bryan

[eddiestobart]

I was using the printer with an Ethernet cable and after the Sleep timeout it would not wake even after the power button was pressed.  When I switched it to a Wifi connection the problem so far has not come back.

[harakan]

I ended up contacting HP support as it was still under warranty. After confirming the issue they sent a technician to replace a control board but the issue was still happening. They ended up sending us a replacement printer.

After installing and configuring the new printer, it was working as intended. I updated the firmware and the issue came back.

After a factory reset and a minimal config to get it working on our network, the problem hasn't come back.

I suspect an issue with the latest firmware that somehow gets fixed after a factory reset, but I can't confirm it.

[sdknight]

Hi, I noticed that this question could be solve with the follow solution posted.  Please try the following solution and let me know if this works or not.

"Although I am a HP employee, I'm speaking for myself and not on behalf of HP"
"Say "Thanks" by clicking the Kudos Star in the post that helped you.

--Please mark the post that solves your problem as "Accepted Solution"

[sdknight]

Sorry, here is the support document I was referring too.

https://h30434.www3.hp.com/t5/Inkjet-Printing/HP-PageWide-Pro-477dw-MFP-Not-waking-up-from-standby-f...

[Jessicasdd]

Your link just takes us back to this discussion. 

[Ward_Computers]

The tip of changing the time to sleep did not work and the latest firmware from Nov 2017 (1743A.00) did not resolve.

System still goes into a deep sleep and will not "wake up" unless the power is disconnected and reconnected.