Revived: HP OfficeJet Pro 8730 not shutting down using power button after scanning to network folder

[Rampino]

Reviving this topic:

https://h30434.www3.hp.com/t5/Scanning-Faxing-and-Copying/HP-OfficeJet-Pro-8730-not-shutting-down-us...

Experiencing exactly the same issues. Printer becomes "not shut downable" after scanning to a network folder. Firmware 1843A is in use.

Solution from the original thread does not solve the issue. Firmware update is not possible, as latest firmware is already installed.

Any ideas?

[sandytechy20]

@Rampino

Welcome to HP forums, I see that your printer is not turning off after scanning.

Perform a power reset

1. Turn on the printer, if it is not already on.
2. Wait until the printer is idle and silent before you continue.
3. With the printer turned on, disconnect the power cord from the rear of the printer.
4. Wait at least 30 seconds.
5. Plug back the power cable straight to a wall outlet without any surge protector and printer.
6. Turn on the printer.

Let me know if that helps.

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

Cheers.

[Rampino]

Hi Sandytechy20,

thank you for your response.

In fact, I have already tried to "power reset" the printer. Multiple times.

It does not solve the issue.

Reading the article I mentioned in my initial post, it seems to me that the firmware itself is the issue.

Two possible solutions are currently on my mind:

1) Is there a new firmware release scheduled from HP for my printer, that adresses this issue? When will it be available?

2) Is there a way to downgrade the printers firmware? I would like and try if an older firmware version solves the issue reliably. But I do not find a way to downgrade, let alone download an old firmware version.

Thanks,

Rampino

[sandytechy20]

@Rampino

This seems to be a hardware issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1) Click on this link - www.hp.com/contacthp/

2) Click on "Continue as guest".

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form. A case number and phone number will now populate for you.

Cheers.

[Rampino]

Hi Sandytechy20,

There is no such form as you suggest on that web site.

This is getting quite frustrating ...

[sandytechy20]

@Rampino

This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via private message.

Cheers.

[Paolo8730]

I join this thread as I originally started the one that's being revived.

I just wanted to say that today I was notified by the 8730 about a new firmware version, 1903B (not yet present in support tab of the HP site, so no changelog yet), but even after updating the 8730 with this new firmware (date 2019/01/17), the issue we're speaking about and related to the "scan to network folder" feature, sadly is still present.

BTW, it looks pretty weird that so many people (other threads were started in the community about the same problem) are experiencing the same "hardware issue" after upgrading to a new firmware and that it was not present till this update....tbh, it looks quite more a huge firmware bug that strangely HP is not fixing yet.

[Rampino]

Hi,

Just wanted to give feedback to anyone else with the firmware issue described above.

After quite some back and forth in private messages that was basically about how to fill a claim with HP, someone from hp complaint management called me all out of a sudden. After a description of my problem, they asked me why I am contacting complaint management - as this seems to them like a technical issue. Then he asked me if it was ok for me, if he opened a case with technical support instead ... Sure, as I never actively contacted complaint management, they called me *shrug*.

Again quite some time later, someone from hp technical support called. I explained the issue to him as well and even referenced Paolo8730 great post. I think I told that guy 5 times during that call that my current firmware was 1903B - installed directly via the printer - and he always came back like "that’s not possible. Website says latest firmware is 1834A. Well whatever you say mate...

At some point we kind of agreed that the firmware actually really *might be the cause of the issue*. Or at least he made be believe that. Maybe he just wanted to end the call. I asked him several times if he was sure that the printers firmware could really be downgraded, as that was his proposed solution - downgrade to a firmware that does not show the issue. at least to double check that it really was the firmware that caused the issue.

Afterwards I got an Email - think within 24 hours - that explained how to *upgrade* the firmware via USB stick and provided a link to the HP ftp with all the previous firmware versions of - probably all - printers. downgrading, of course, did not work the way it was described in the mail - that step by step manual is probably only good for upgrading firmware.

I answered the mail, describing the failed attempt to downgrade the firmware by using the provided step by step instructions. Just for the fun of showing the non-believer, I included a screenshot from the printers web config interface, showing that it was actually running the *non-existing* firmware 1903B.

I am not 100% sure what made HP decide that my printer had a hardware defect after this mail, but that seems to be the conclusion they reached after that. Some 3rd party tech company called and asked me for my business hours, as they had received the order to replace my printer.

The lady on the phone was somewhat confused when I told her that the printer is probably not broken and that I don't run a business but am a private person. I gave up at some point and just confirmed the replacement schedule with her, as she threatened to otherwise inform HP that I refuse to cooperate and probably lose all my claims in the above due to that fact.

Well, today the technician was here. He brought along a - what seemed to be a new - printer and replaced the "faulty one". I told him a few times that the printer he was taking was probably good and he should use that information to not waste a perfectly good piece of hardware. He just shrugged me off and left me with my replacement printer.

Long story short, that new printer seems to be working fine. I do believe the scan unit is even calibrated better than the one of my old printer, as the scans suddenly seem less deferred. Good thing was as well, that the "new printer" is running firmware 1726D. Scan to network works fine with that firmware. Or is it the replaced hardware after all? Well, we probably will not find out any time soon, as I will not upgrade the printers firmware in the foreseeable future ;).

[Paolo8730]

Hi, I thank you for defining my post as "great" 

I've read your reply with the hope the huge bug was fixed at last, but in the end it looks like nothing new happened on that side and even that the new firmware 1903B is a *ghost* one...

I guess I will ask for a 8730 replacement or even try to get the money back. In this last case, I'm not sure I will go for a HP product again, even if *sadly*, until last firmware updates, it was a really performing and full featured one.

Just one last doubt/question...Rampino is an italian word, so I wonder if you're italian as I'm italian as well...wonder if the bug might be present on a language/region base...Looks quite weird, just a clue....

[Rampino]

Hi Paolo,

sorry that I am not able to share a real solution. I thought my experience mitght be helpful for someone anyway.

I am German and printer is operated with all settings set to English in my case.

Cheers.