How to fix the HP OfficeJet Pro firmware update error
Owners of some HP OfficeJet Pro printers have reported error messages caused by a recent firmware update. We reveal which printers are affected and how to get them working again.
During a recent firmware update, some HP printers have displayed a worrying ‘Download unsuccessful’ message or error code, resulting in owners no longer being able to use their printers.
Two series of HP OfficeJet Pro printers are affected. We reveal which models and what you need to do to fix the issue.
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Which HP printer models are affected?
All HP printers in the following two printer series are potentially affected by the problem:
- OfficeJet Pro 9010
- OfficeJet Pro 9020
If your printer is one of these but is working fine, there is no need to perform the fix as detailed below, but keep this page bookmarked in case the problem occurs in the future.
What error message is displayed?
Printers affected by the problem will display either a ‘The printer update could not be downloaded’ message (as shown below) or a 'b305ddf9' error.
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How to fix HP OfficeJet Pro printers
You can fix the issue by following HP's instructions below. This includes resetting the printer (this allows it to recover from the error), then downloading the firmware again.
Step 1: Reset the printer
HP recommends following these steps to reset the printer:
- If your printer includes a rechargeable battery, remove this first.
- With the printer turned on, remove the power cable.
- Now remove the power cable from the mains socket.
- Wait 60 seconds to ensure everything has completely powered down.
- Now reconnect the power cable to the mains socket and to the printer (it’s recommended you connect the printer directly to a wall socket if possible).
- Turn the printer back on to complete the reset.
Step 2: Re-install the printer firmware
HP regularly releases new firmware versions for their printers, which can include updates or issue fixes. You can install these in various ways, as detailed below.
Install directly from the printer
Find the update option on your printer’s menu screen. Many HP printers come with touchscreens or menus where there’s an option to search for and install updates.
On the printer, press the HP ePrint icon or button (a page icon with a wireless symbol) and find the Product Update or ‘Check for Updates’ menu. Alternatively, open the Setup, Service or Settings menu, select Preferences, Printer Maintenance or Tools, and then select Web Services, Printer Update, or LaserJet Update.
- Make sure the printer is connected to a network with an active internet connection (this allows the printer to find and download the update).
- If your printer is connected with a USB cable, connect it instead using one of the other options to update successfully.
Install from your computer
On your computer’s web browser, head to the HP Software and Driver Downloads site. Check for available updates under the ‘Firmware’ heading and install ones released after your last printer update.
Before you install, make sure the printer is turned on and connected to the computer or your home network.
Install through the HP Smart app
You can also install the update using the HP Smart app:
- Open the HP Smart app on your smartphone or tablet, and then create an account or sign in (you can download the HP Smart app from Google Play on Android devices, the App Store on Apple devices, or 123.hp.com).
- Once logged into the app, add your printer so the app’s connected to it.
- Click the printer’s image in the app, then click Printer Home Page (EWS) or Advanced Settings. In Tools or Web Services, click Printer Updates to update your printer.
How do I contact HP for further assistance?
If you still experience problems, you can access further information and contact HP via the HP support site.
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