HP PageWide Pro MFP 477 dw - documents not printing forced to restart printer

[HP477issues]

I have an issue with a MFP477 we recently got for our office.  It goes to sleep and will not wake on network print jobs.  I've looked at all the documentation, it seems the longest time the printer can be set to timeout is 1 hour.  After that point the printer is not accessible from the network.  I have pinged and tried to access the printer's IP address from a web browser.  Is there a way to disable the HP green initiative and remove the timeout?

[TalalPWS]

Hi. Could you please share your firmware version? It should be available by pressing the question mark button and pressing: printer information.
In EWS you can make changes to the power profile settings, but I would like to confirm that there isn't fingering else going on here...
Thanks for replying

[TalalPWS]

You can change the energy save settings to 2 hour sleep. Disabling sleep alltogether is not possible.

We would like to know the following:

- Network setup: wired/wireless

- Is there any packet loss when you ping the printer's IP.

- Ans of course the firmware revision of the printer.

one thing to be aware of is that If data for a print job is delayed (due to network problems, for example),  the printer waits for this data before it cancels the print job.  So when you send a print job to the printer I would like to see if there is a printjob at the unit already.

Thanks

[HP477issues]

The options for sleep only go up to 1 hour, I've checked on both the printer menu and connecting via computer to its IP address to adjust settings.  It is a wired network.  when the printer is freshly restarted, there is no packet loss.  After it is in sleep mode, ping will not connect to the IP address.  I also cannot use a browser to get to the IP address of the printer, it times out.  I updated the firmware this morning to the latest on the HP site - 20150916.  That did not change the issue.  This is located in a very small one room office with a local network.  Print jobs are not overlapping.  Thank you for your willingness to help, but I have seen this issue on other forums without a resolution.  We have had the printer for less than a month with this persistent issue.  Is this something that we can send back to HP as a defective unit?  In your opinion of course.  I'd have to contact HP directly for that answer.

[TalalPWS]

Hi there,

The date you have provided regarding the FW concerns me. As I have indicated I need to confirm the actual version you have loaded on the unit.

The FW location for 477 dw is here:

http://h20564.www2.hp.com/hpsc/swd/public/readIndex?sp4ts.oid=8808868&swLangOid=8&swEnvOid=4054

Could you please verify that the FW version is 1611B.

With the unit on, hit the question mark on the front panel when you are at the home screen, then go to the bottom of the menu to printer information. The FW version will be at the bottom.

 Thanks

[HP477issues]

I can verify when I get back in the office, Thursday.  But I have a

HP Color LaserJet Pro MFP M477fnw

version printer.  I don't know why this information was miscommunicated.  The firmware you suggest does not show up on the HP site for that model, it's for the Pagewise DW model.

[TalalPWS]

The title of the post says PageWide Pro.
In this case whatever I said doesn't apply as the units are built based on a completely different platform.
Unfortunately, I don't have any information about that product 😕
One thing that could be happening is the unit not waking up from deep sleep when there's a request to connect... You may want to try a factory restore. Just speculating at this point since I am not familiar with the laser products...

[RolloM]

Hi, 

Had lots of fun reading through your conversation here. The guy enters the Pagewide pro in the title and out of a sudden he has another model. Looks you support guys have a hard live.

Anyway, to make some more sense out of this conversation, I can confirm that I have a PageWide Pro MFP 477dw, that I have the newest firmware you mentioned (1611B), and that I have exactly the issue you mention here. I have to reboot the printer after it went to standby. Otherwise print jobs get stuck, and the PC generates an error.

I also have an energy saving plan running which is supposed to switch the printer off in the evening and on in the morning (ok, it then goes to standby again, obviously). Could this be the problem?

Regards and thank you, Simon

[TalalPWS]

Hi Simon,

I have a couple questions:

• Is this a daily occurrence?
• Could you share your setup information such as (type of connection wired/wifi/ # of wifi devices connected to the same router etc)

There is a new FW posted on HP.com now (1629F) that has some fixes. So if you could do a FW update through EWS (Embedded Web Server) we can start troubleshooting.

Replace <Printer IP address> with your printer's IP and go to: http://<Printer IP address>/#hId-pgProductUpdate  

There  you can check for printer update and follow the steps to update the printer.

I would like to see the behavior with the new FW and if it is re-occurring, we could try disabling the energy saving plan and see if that's another data point.

Thank you.

Note: I may have to refer your issue to another support person at some point.

TalalPWS
HP Employee

[RolloM]

Hi

Sorry for my delayed answer. I was away from my pc for a few days.

I have a couple questions:

• Is this a daily occurrence? => no, it happens every few days
• Could you share your setup information such as (type of connection wired/wifi/ # of wifi devices connected to the same router etc) => wifi, there are about five devices connected. 

I tried to do install the new firmware. The EWS tells me that firmware updates are blocked by the administrator. When I check for admin settings, though, it tells me that they are allowed (and the setting for updates over the internet only is disabled).

I then downloaded the firmware from hp customer support pages (http://h20564.www2.hp.com/hpsc/swd/public/readIndex?sp4ts.oid=8808868&swLangOid=18&swEnvOid=4063), a... started the update from within Windows.  The app started the update, but now it has been hanging at 00% for about ten minutes and I have no clued how to proceed. Usually one is not supposed to interrupt update processes...

I already had lots of problems installing your drivers. Had to call support. And now the FW update fails. What an incredible mess.

I will get back to you once the update is complete, or I got a new printer because the update killed my actual one.