MFP M180nw stuck with "Resend upgrade" on the latest available firmware

[GregoryShimansk]

I am trying to fix M180nw printer that has been inoperable since fall. It currently has 20221207 firmware and shows "Resend upgrade" message, unable to print anything. Resetting to factory defaults doesn't help. Trying to flash the same firmware again doesn't help. When connected over USB it looks like flashing is actually happening because printer shows "Erasing" then "Programming" messages with a progress bar going to the right edge of the display but after printer reboots it is "Resend upgrade" again.

In the post similar to mine here there is a message that maybe NAND reset may help but instructions were sent only in a private message. If @sandytechy20 reads this message please send me these instructions too.

https://h30434.www3.hp.com/t5/Printing-Errors-or-Lights-Stuck-Print-Jobs/M180nw-cannot-upgrade-or-do...

[sandytechy20]

@GregoryShimansk 

Welcome to the HP support community.

I understand that you want to reset the printer, I am glad to assist you.

You might have to perform a NAND reset on the printer to fix this issue.

The reset instructions are specific for your printer and performing those steps on a different printer may brick the device.  

I am sending you a private message with the steps to reset the printer. Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[GregoryShimansk]

Hello Sandy. Thank you for your reply. I did as instructed and enabled 2ndary Service menu. I ran NAND Reset but I am still getting "Resend upgrade." message. I also tried reflashing 20221207 firmware after NAND Reset and NAND resetting after reflashing it but the error remains and printer is unusable.

Is there anything else that could be tried for this model?

[Johnharper241]

If your HP MFP M180nw printer is stuck with the message "Resend upgrade" even after installing the latest available firmware, you can try the following steps to troubleshoot the issue:

Power cycle the printer: Turn off the printer, unplug it from the power source, and wait for about 60 seconds. Then, plug it back in and turn it on. This will perform a power cycle and may help resolve the issue.

Reset the printer: Locate the reset button on your printer. It is usually a small hole that you can press with a paperclip or a pin. Press and hold the reset button for 10-15 seconds, and then release it. This will reset the printer's internal settings and may clear the error message.

[GregoryShimansk]

Hello John

I power cycled the printer multiple times. It stayed without power for several days. This model doesn't have a reset button, it has "Restore the factory-set defaults" menu item which I tried before using NAND reset (it is available without any special arrangements). All of that didn't help.

Yes the printer is stuck with the latest available firmware which is 20221207. In fact, I think that upgrade to this version caused the problem initially when printer downloaded and tried to install it itself. I could try to flash other firmware versions if they were available, unfortunately HP web site has only this version of firmware for my model.

Is there anything else that could be tried?

[GregoryShimansk]

Seeing that this problem is quite common, how is it usually resolved?

[sandytechy20]

@GregoryShimansk 

This might require one on one interaction to fix the issue, I am sending you a private message with the steps to talk to HP support.

Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

If this helps, please mark the public post as an accepted solution so that it benefits several others.

Cheers

[GregoryShimansk]

It looks like it is impossible to reach HP customer support for a device that is no longer in warranty. Is it true? There is even no paid extended coverage HP Care Pack for this model.

Is there any HP policy about damage done by botched firmware update? Before HP tried to update firmware my printer worked fine.

[A_Gayathri]

Hi @GregoryShimansk,

Welcome to the HP Support Community

I understand you are facing an issue with your stuck with "Resend upgrade" HP Color LaserJet Pro MFP M180nw. Not to worry I will help you to get a resolution to resolve the issue.

Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove the USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till the warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating the printer firmware.

If the issue persists, then please follow the steps mentioned in this document:

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[GregoryShimansk]

Hello Gaya

Thank you for your support. I've tried steps that you advised but with no success so far. Here are my results:

• Update from HP Smart. I am able to get to printer's control panel through HP Smart through Settings -> Advanced Settings. I've connected printer to my home network with an ethernet cable and I can see that it has received IP address and it is able to communicate with internet. It shows me firmware datecode 20221207 and when I click "check now" it responds (after contacting the server) that printer is up to date.
• Update from printer's control panel. Since printer is connected to the internet I was able to select Service -> LaserJet Update -> Check for Updates Now. Shows message "No updates found".
• Trying to run firmware update application M180_Series_FW_Update-20221207.exe over the USB connection to printer shows messages "Erasing..." then "Programming..." then "Erasing..." again and "Programming..." again with some progress indicator but after rebooting there is the same "Resend upgrade" message.

I cannot even downgrade to some different firmware version because there is only just one 20221207 version available for my model from any HP website and reflashing it over and over again doesn't change anything.