• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
Guidelines
Here is the solution for the error: "Encryption Credentials have expired" when attempting to print or scan from Mac OS or iOS devices: Click here to view the troubleshooting steps!
Check some of the most frequent questions about Instant Ink: HP INSTANT INK, HP+ PLANS: INK AND TONER.


Check out our WINDOWS 11 Support Center info about: OPTIMIZATION, KNOWN ISSUES, FAQs AND MORE.

‎07-15-2021 11:24 AM

HP Recommended
Product: Officejet Pro 9010e
Operating System: Microsoft Windows 10 (64-bit)

I replaced my old Officejet 6950 with an Officejet Pro 9010e a month or so ago. All seemed well but the printer has taken upon itself to try to download and install new firmware.  It displays a message "Download Unsuccessful" and offers "Retry" or "OK" on the touchscreen.  When this happens, the printer goes offline and cannot be used.  Pressing either option results in the printer going through the same loop again and failing again.  Trying to update using HP Smart has the same result.  I have uninstalled HP Smart and removed any remnants of the 6950 and re-installed from scratch but no change. I note that HP claim this update has to be installed if I have HP ink service (which I do) and, in any case, from HP Smart the option to stop automatic firmware updates is greyed out as are a number of other features.  These are said to be "locked by the administrator".  What does this mean? Can I unlock them? Can anyone help with the update loop problem please?

Labels:
Who Me Too'd this topic
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.