HP Pagewide 577 STUCK

[HSW1067]

My printer did an update last night - when I came into the office this morning there was a note on my touchscreen saying "Firmware update completed" - I clicked OK but nothing happened - the message did not go away.  I clicked it many times, would not go away.  I unplugged it and plugged it back in.  Now it just keeps telling me I shut down the printer incorrectly.

Can't connect to the network

Printer says Offline

HP Smart says can't find the printer

Can't press and hold the turn off button to restart it

Touch screen does not respond to touch

Have unplugged everything, waited several minutes, plugged it back in, still touchscreen doesn't work and printer says it was turned off incorrectly.

It's just FROZEN - but I printed fine yesterday - whatever update happened last night bricked my printer??!

HELP

Printer:  HP MFP PageWide 577-DW

[KSonntag13]

Update!!  I found a solution that works for the 577dw.  Unplug printer and any other cords.  Hold power button down and only plug power cord in (keep holding power button in).  It will boot and the hp logo will flash then screen goes black (this is when I let go of power button, might have to play with that).  It took me several tries to get it to come up until I saw someone post to tap where the home and back lights are in this order:  Tap home, tap back, tap home, tap home.  A secret menu will open.  Click on menu and arrow over to complete factory reset in that same menu area.  That worked!  It had to go through set up again and re-initialize.  I waited until it was all done then reconnected ethernet.  So far, I'm hooked to my ethernet, and it's been a few minutes now and hasn't frozen.  I disabled any auto update so hopefully it will stay running.  I haven't tried wifi yet but so far so good on ethernet.  It's been an hour now and I'm still running WITH ethernet plugged in!  YAY!   There is another post similar to this from today for the 477 and they seem to work about the same if you need further guidance.  

[HSW1067]

Yes I found the same information ...... and I am trying. It's doing SOMETHING now - hopefully it fixes my problem (and I will disable the automatic updates).  I understand that HP is trying to discourage aftermarket cartridges but I only used approved OEM cartridges so this should not have happened!  I will report back once I have gone through all the steps to see if my issues have been resolved.

THANK YOU for your help. Much appreciated.

[HSW1067]

Well that was short-lived.  It all worked - and then stopped. Printer keeps going offline and once it does that, it's a brick - the touchscreen stops working - nothing works again without a full factor reset. The  POWER button doesn't work - the HP Smart APP says the printer is offline even though it's ON and I am standing right next to it and it was online just a moment ago.  That FIRMWARE update really bricked my printer.   I am trying to see if HP will assist (can assist)  - if not, I am complaining because their update totally messed my perfectly working printer!  GRRRRRR

[Repairatrooper]

Follow the steps in my KB article (not published yet, steps below) to downgrade the firmware. Failure to downgrade will just result in the problem happening over and over again. HP has withdrawn the problem firmware from their systems but it will likely be some time before a fix is released, but we have rescued 5+ machine by downgrading the firmware.

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.

[HSW1067]

Thank you - when I put the USB drive into the slot, it only gives me 2 options:  Print or Scan to USB - there is no 3rd icon. I waited 20 minutes - no icon.

I disabled the WiFi, unplugged the internet cable from the back ... nothing.  When I tried the HOME - RETURN - HOME HOME - the screen was black (instead of blue) and the first option that comes up is REMOVE FAX - and all I can press is YES or NO - the previous or next buttons don't work at all.  I have been trying to fix this for 3 days now - and have not been able to print any invoices, documents, estimates!  I am beyond annoyed at this point.

[SusanFisherCPA]

I called HP support t  and they helped me to download the workaround on the thumb drive and then walked me through installing it on the printer.  They were very helpful.  I am back up and running.

[HSW1067]

Same - but when we got to putting the thumb drive in for the solution..... it didn't work.  He said he would CALL ME BACK - because the firmware downgrade is the solution for this problem - but it appears not to be working for me. It "should" work - but it's not. And my printer hasn't worked since Friday morning!  It's affecting my productivity. 

[SusanFisherCPA]

That happened to me on Monday and the girl was supposed to get in touch with me within 24 hours (never happened).  I had the guy remote in and do everything for me.  The thumb drive has to be a certain format (FAT32??).  Also check that any cords to computer or phone are disconnected.  I held down the power button while replugging in, and the screen was black but the home and back icons were lit, I hit home back home, home and a flash drive reboot option came up and i hit OK.  It downloaded the flashdrive and it was fixed.  Because of the bad file that was pushed, they are helping even if you are out of warranty because it was their file that caused your machine to malfunction.  Good luck.

[Repairatrooper]

@SusanFisherCPA, yes this method works but I have issue with the fact that the reset clears all the settings where as just performing an upgrade/downgrade as I have documented should leave all your settings in place. No one is going to get reimbursed for the time they spend resetting scan to email or scan to folder. Just my 2 cents.