Printer stuck on "Checking for printer updates"

[ACRAD]

I had a problem in that I could not get the printer to print or copy.  It said 'printing' but wasn't.  I ended up doing a factory reset as none of the other solutions I found here worked.  As part of the reinitialising of the printer it asked whether I wanted to check for firmware updates.  I selected yes.  The printer has now been stuck on "Checking for printer updates" for well over an hour.  I tried to power the printer off using the button but that just gave a "printer initialisation in progress... Do not turn off your printer...". What do I do?   I don't want to pull the mains plug in the middle of a firmware update in case I get left with a pile of junk that looks like a printer...  Note: I have selected MacOS 12 because MacOS 15 is not in the list.

[Kuroi_Kenshi]

Hi @ACRAD,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding your printer!

We're thrilled to have the opportunity to assist you and provide a solution.

Try these steps:

Power Cycle the Printer:

• Turn off the printer and unplug the power cord from the printer and the wall outlet.
• Wait for about 60 seconds.
• Plug the power cord back into the wall outlet and the printer, then turn it on.

Network Connection Check:

• Ensure your printer is connected to a stable network. If using a wireless connection, check if the Wi-Fi signal is strong.

Manual Firmware Update:

• If the printer starts up normally after a power cycle, consider downloading the latest firmware manually from the HP website and installing it via your computer.

Cancel the Update from the Menu:

• If possible, try to cancel the current update process through the printer’s control panel. Look for an option to stop or cancel the update in the settings.

Check HP Smart App or Printer Driver:

• Open the HP Smart app or check the printer settings on your macOS to see if there's any prompt for updates or error messages, and follow any instructions.

Perform Another Factory Reset:

• If none of the above steps work and the printer remains stuck, attempt another factory reset. This time, skip the firmware update step during the initial setup.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[ACRAD]

I have been away for a few days hence the delayed response.

I unplugged the printer and plugged it in again as suggested. On startup I tried to do a simple copy and just got the whirling icon on the display but no action.  I then tried to do the firmware update.  Downloaded the correct .dmg from the website and ran it.  It offered me 2 choices of printer with the same IP address. In both cases on, selecting the printer, I a message appeared that "the package did not include any updates for my decvice" or words to that effect.

Yo then mention a "HP Smart App" which I don't have so I tried to download the HP Easy Start app fro my product.  On running that I get to a page in the setup about the "HP Improvements Study". On this page there is a mandatory field that does not have a label. I have no clue what to put in here but whatever I have tried is just highlighted in red and I am unable to continue.

So one bit of advice for the Product Improvement Study, at risk of being sarcastic, is please provide software that works! Don't provide firmware updates that include no applicable updates and don't provide 'easy start' wizzards with spurious, unlabelled mandatory fields!

So onto the last step.  I selected "semi-full" reset.  It printed the alignment page OK.  I skipped the firmware setup and I also skipped the LAN setup too on this occasion - 'set up later'.  I then tried to run a simple copy of the succesfully printed alignment page and, as before it just hangs with 'copying page 1/1' on the display.

 

[Kuroi_Kenshi]

Hi @ACRAD,

Thank you for the response.

Here's what you can try next.

Perform a Hard Reset (Again)

Since the issue persists after a semi-full reset, try this once more:

Turn off the printer.

Unplug the power cord from the printer and the wall.

Wait 2–3 minutes.

Press and hold the Power button on the printer for 30 seconds (if possible).

Plug the cord directly into the wall outlet (avoid surge protectors).

Turn the printer back on.

Test Basic Functionality in Standalone Mode

Let’s see if the printer can function without being connected to a computer.

Load paper and place a page (e.g., the alignment sheet) on the scanner glass.

Use the copy button or touch menu on the printer itself to start a simple black or color copy.

If this fails again (stuck at "Copying page 1/1"), it points to an internal hardware or firmware issue.

Update Firmware via USB Connection

Since wireless updates failed and Easy Start isn’t cooperating, try updating the firmware via USB:

Connect the printer directly to your Mac using a USB cable.

Download the latest firmware from the HP support site

Choose your exact printer model, then download the firmware utility for macOS.

Run the installer again. If it says “no updates available,” it likely means your firmware is already current, or the printer is not properly communicating.

Try Using HP Smart App (Optional)

If you want to try HP Smart again, install it from the Mac App Store instead of the website:

Search for “HP Smart” in the App Store.

After installation, open the app and try adding your printer.

It may guide you through a smoother setup process than HP Easy Start.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[ACRAD]

OK - well this is just getting more strange...

I followed your instructions... The stand-alone copy did NOT work. It just hung as before.

I downloaded the smart app from the mac store - all good.

Using that app I have established that the firmware on the printer is up to date. (2025-03-04) 

I was also able to print a 'Print Quality Report' using the app. But trying to print a 'Demo Page' from the app caused it to hang. (left it about 3 minutes before cancelling). It was then happy to print a 'Printer Status Report'.
It would NOT print anything from word for windows... This is what happens...

On trying to print - looking in Print Centre...

• the printer shows as idle
• a print job is created and the status of the printer changes to 'In use'. There is a very quiet 'click' from the printer
• 'Incoming' flashes up for about 1 second and then I think 'printing 1 of 8' flashes up very briefly (too quickly to be sure) before 'Printing 2 of 8, [my name], Starting page 2' appears.  There is no further noise from the printer.
• On cancelling the print job there is then a whirring and clicking (I think the noises that normally occur when the printer is about to print something) - the status in print centre returns to 'Idle'
• After about short while there is another whirring and clicking (I think the sound of the print head parking itself).

So... to summarise...

• I can print a diagnostic page direct from the printer control panel (e.g. the printer status report)
• I can print the same page using the Smart App from my Mac
• I cannot 'copy' a page in standalone 
• I can't print from the mac (except for the diagnostic pages selected in the smart app)
• I can't print from my iPad using AirPrint
  • In this case the printer makes the same very faint click, says 'printing' and does nothing although I do get a 'print error' message appear on the iPad - but no details as to what the error is... 
• I can Scan a page from my mac

[Kuroi_Kenshi]

Hi @ACRAD,

Welcome to the HP Support Community! 

We're here to help you tackle that malfunction! Don't worry, we've got your back! 

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link. 

You can use this link as well: 

Private Messages - HP Support Community

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Best regards,

[ACRAD · Accepted solution]

It's OK, thanks... I solved the problem by uploading an older version of the firmware.