Printer keeps trying to download and fails.

[Cazimodo]

My printer keeps trying to download an update and gets stuck on 0% and then fails. It does this over and over again. I have tried to download the update from the HP Smart app, and via a web browser, but nothing works. The printer is basically useless to me at the moment, because it keeps trying to update and keeps failing. I am on an Instant Ink subscription so cannot turn off automatic updates.

[Nal_NR]

Hi @Cazimodo,

Welcome to the HP Support Community. 

I'd like to help!

To get this issue sorted, you will need additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please check your inbox on the forums page for the private message.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[Kelly183]

Please can you also PM me as I have the same problem.

Thank you

[Raj_05]

Hi @Kelly183, 

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

If your HP printer is repeatedly attempting to download something and failing, there could be a few possible causes for this issue. Here are some steps you can take to troubleshoot the problem.

• Check your network connection: Make sure your printer is connected to a stable and reliable network connection. If you're using a wireless connection, ensure that the printer is within range of the Wi-Fi router and there are no connectivity issues.
• Restart your printer: Turn off your printer, wait for a few seconds, and then turn it back on. Sometimes a simple restart can resolve temporary issues.
• Clear print queue: There might be a print job stuck in the print queue that is causing repeated download attempts. Open the print queue on your computer and delete any pending print jobs.
• Update printer firmware: Outdated firmware can cause various issues with your printer's functionality. Visit the HP support website and check if there are any firmware updates available for your printer model. Follow the instructions provided to update the firmware if necessary.
• Check for software conflicts: Ensure that there are no conflicts with other software or programs installed on your computer that could be interfering with the printer's operation. Temporarily disable any security software or firewall that may be blocking the printer's communication.
• Reset printer settings: If none of the above steps work, you can try resetting your printer to its default settings. Refer to your printer's manual or the HP support website for instructions on how to perform a reset.

I hope this helps. 
 

Take care and have a good day.

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!

Alden4
HP Support 

[Cazimodo]

Thanks for giving me the support contact, but it has been of no use at all. I had a session with a vert nice support guy. We went through everything in the book, including a factory reset and a secret menu factory reset and none of it solved the problem. Said he'd phone back in 2-3 hours - never did. I phoned back the next day. Got a nice lady who told me the issue was caused by HP sending out a bad firmware update and that they would have to replace the printer Told me she'd send me an email asking for confirmation of my details so they could send a new printer.

Waited for that only to get an email saying my issue was still with the escalation team and that she'd phone me back once she knew how to send me a new printer. Nearly a week later, still no phone call so I phoned support again. Told this time that even a new printer would not solve the issue and basically I had to wait for a new firmware update. Asked when I might expect that, was told they couldn't tell me. So basically HP caused a problem they won't fix and wont tell me when it will be fixed!

I will be cancelling my instant ink subscription and getting myself a new non-HP printer!

[Nal_NR]

Hi @Cazimodo,

Thank you for posting back. I understand, 

To get the answer to this question, we have limited support boundaries in the support community as of now.
I would request you reach out to our support for further information.

[Cazimodo]

Hi again

The very nice lady I spoke to before got back to me with a possible resolution, but it looks like the firmware may have updated in the meantime. She explained the whole situation to me and will keep an eye on it in case the issue reappears so I am happy now. All customers really need is good communication when things go wrong, that and certainty that the issue will be resolved. 

Thank you for reaching out again

Caz

[Johnharper241]

There are a few reasons why your printer might keep trying to download and fail. Here are a few things you can try:

Check your internet connection. Make sure that your printer is connected to the internet and that you have a strong signal. You can try restarting your router or modem to see if that fixes the problem.
Update your printer's firmware. Outdated firmware can sometimes cause problems with your printer. You can update your printer's firmware by downloading the latest version from the manufacturer's website.
Reset your printer. If you've tried the above and you're still having problems, you can try resetting your printer. To do this, unplug the printer from the power outlet for 30 seconds, then plug it back in. Once the printer is turned back on, try printing again.
Contact customer support. If you've tried all of the above and you're still having problems, you can contact the manufacturer's customer support for help.

[Nal_NR]

Hi @Cazimodo,

My pleasure and glad to know that the issue got resolved. 

Do keep us posted. Take care

[Cazimodo]

Hello again

I'm back, with exactly the same problem as before! It started last Thursday when a fitter turned off mains power for a bit.  I have since rebooted the router a number of times and I have tried to download the update via the app and online with no resolution - same thing as before.

The printer is showing the current firmware version as MALBECPP1N001.2243A.00 ad the Built Date is 2022-10-19,  which, if the Built Date is the firmware date, is odd, since I thought the the firmware was updated the last time I had this issue and that's what fixed it that time?

Thanks

Caz