solution Contentsolution Content

HP PageWide Pro 300, 400, 500 series - Printers become unresponsive after updating the firmware version to VR1.14 (2337B)

Learn about an unresponsive control panel on HP PageWide printer 300, 400, and 500 model series after a firmware upgrade.

Issue

Firmware version 001.2337B (VR 1.14) was made available through Auto Firmware Update for HP PageWide Pro 300, 400, 500 printer model series on 28 September, 2023. A potential printer hang issue has been identified on the printers which received this firmware upgrade.

Symptoms for the issue

The printer experiences the following symptoms:

The control panel of the printer becomes unresponsive after the firmware upgrade.
The printer does not function in this state after using the power button to turn off and turn on the printer.

Note:

The control panel might become responsive for a brief interval of time when the printer is turned off, and then on by resetting the power or when the printer is disconnected from the network (wired or wireless).

Applicable printers

This issue applies to the following HP PageWide printer models:

HP PageWide 352dw
HP PageWide 377dw
HP PageWide Pro 452dn
HP PageWide Pro 452dw
HP PageWide Pro 477dn
HP PageWide Pro 477dw
HP PageWide Pro 552dw
HP PageWide Pro 552z
HP PageWide Pro 577dw
HP PageWide Pro 577z
HP PageWide Pro P55250dw
HP PageWide Pro P57750dw

Resolve unresponsive printers installed with firmware version VR 1.14

Use the following steps to access the FTP server and update the printer firmware version to 001.2340C (VR1.14.1).

Note:

You will need a USB flash drive to copy the firmware file (.ful2) from the FTP server.

Step one: Access the FTP server

Follow these steps to obtain the firmware file from the FTP server.

Access one of the following FTP servers:
- SFTP Access:
  sftp -o Port=2222 vr1_14_1@ftp.usa.hp.com
  
  sftp -P 2222 http://vr1_14_1@ftp.usa.hp.com
- HTTPS Access: https://ftp.usa.hp.com/hprc
- Drop Box Host: ftp.usa.hp.com (15.73.138.234, Failover: 15.73.138.232)
Log in using the following credentials:
- Account name or log in user name: vr1_14_1
- Password: c*DG4sw*
  
  Note:
  The password is case sensitive.
- Account expiration date: 4/7/2024
  
  Time: 1:04:41 PM (Drop box expiry/deletion date)

Step two: Obtain and save the firmware file (.ful2) on a USB flash drive

Follow these steps to save the firmware file (.ful2) on a USB flash drive.

Note:

In addition to the instructions below, you can watch a video of how to update the printer firmware using a USB flash drive from the files located in the FTP server.

Video_Pagewide_452dn-452dw-flash-with USB Disk_Instructions.mp4
Video_Pagewide_552-577-477dn-477dw-flash-with USB Disk_Instructions.mp4

Clink the directory link (PW A4 Pro VR1.14.1(2340C)).
In the list of files, right-click the firmware file (with a .ful2 extension) name that corresponds with the printer model.

For example: PW477dn_001.2340C.ful2
Select Save link as..., and save the file to the desktop.
Insert the USB flash drive into your computer, and then save the firmware file (.ful2) to the main directory of the USB flash drive and not inside a folder.

Note:
USB flash drives in a format other than Fat32, or with a CD formatted partition, might not be recognized by the printer. In such cases, you might need to try a different USB flash drive.

Step three: Update the firmware with the USB flash drive

Depending on your printer model, follow the steps to update the printer firmware using a USB flash drive.

Note:

To update the printer firmware, insert the USB flash drive into the USB port on the printer. When the USB flash drive is inserted, the firmware update will occur automatically. Follow the prompts on the control panel screen to complete the firmware update.

Important:

Do not remove the USB flash drive until a message displays indicating that the update is complete.

Expand the following sections to view instructions for your printer model.

HP PageWide Pro 452 models

Follow these steps to update the firmware using a USB flash drive on HP PageWide Pro 452dn and 452dw models.

Note:

Make sure you have the appropriate firmware file (.ful2) for the printer.

Locate the USB port on the printer model.
- For HP PageWide 352 and 452 models: The USB port is located on the rear of the printer.
- For PageWide 377, 477, 552, and 577 models: The USB port is located on the front, left side of the printer under the control panel screen.
Insert the USB flash drive with the firmware file (.ful2) into the USB port on the printer.
Disconnect the power cable from the printer.
On the right of the control panel, press and hold the up and down arrow buttons. Connect the power cable, continue pressing the up and down arrows, wait for eight seconds or when the HP logo displays on the screen, and then release the buttons.

Press and hold the up and down arrows
Wait for the printer to reboot and to download the firmware to the printer.
Important:
Do not interrupt the firmware update process.

The printer control panel will display the following messages:
1. Verifying
2. Checking for update
3. Downloading
Press the OK button when the control panel displays “The most current printer update has been installed.”.

This message confirms the firmware is installed on the printer.

Message confirming a successful firmware update.
Confirm the printer has the firmware installed.
1. Use the arrow buttons to select the Setup menu, and then select Printer Information.
2. Scroll to Firmware Version to view the firmware version installed.

HP PageWide Pro 477, 552, and 577 models

Follow these steps to update the firmware using a USB flash drive.

Note:

Make sure you have the appropriate firmware file (.ful2) for the printer.

Locate the USB port on the printer model.
- For HP PageWide 352 and 452 models: The USB port is located on the rear of the printer.
- For PageWide 377, 477, 552, and 577 models: The USB port is located on the front, left side of the printer under the control panel screen.
Insert the USB flash drive with the firmware file (.ful2) into the USB port on the printer.
Disconnect the power cable from the printer.
Press the power button and connect the power cable. Continue to press the power button for 12 seconds or until the Home, Back and Help buttons light on the printer control panel.

Release the power button when the Home, Back and Help buttons light on the printer control panel.
Press the following buttons in sequence: Home > Back > Home, and then press Home button again.

A blue screen will display on the printer control panel.

Blue screen (Bootup menu)
Press the Menu button in the lower right corner of the blue screen.

A DRIVE REFLASH screen displays on the screen.
When the DRIVE REFLASH screen displays on the screen, press the OK button.

Drive Reflash screen
Wait for the printer to reboot, check for the printer update, and for the firmware to update successfully.

Important:
Do not interrupt the firmware update process.

The printer will boot to a "Ready" status with firmware 1.14.1 ( 2340C) installed.
Press the OK button when the control panel displays “The most current printer update has been installed.”.

This message confirms the firmware is installed on the printer.

Dodatkowe opcje wsparcia

Pozostań w kontakcie z jednym z naszych agentów pomocy technicznej

Wprowadź temat do wyszukania w naszej bazie wiedzy

W czym możemy Ci pomóc?

Potrzebujesz pomocy?