If you receive a "Firmware Update Failed" message in Sawgrass Print Utility, the firmware may have been successfully applied but the printer or computer has not yet refreshed its status correctly. In other cases, a communication issue, stalled print queue, or Windows print spooler problem may prevent the firmware update from completing successfully.
Important: Ensure that your printer is in status Ready and is showing as Online in Sawgrass Print Utility.
If it is in error state or has Low Ink status then the Computer may not be able to perform the update correctly.
Step 1: Power Cycle the Computer and Printer
- Shut down the computer completely.
- Once the computer is fully powered off, power off the printer.
- Wait approximately 30 seconds.
- Turn the printer back on.
- Wait until the printer reaches Ready status.
- Turn the computer back on.
- Once the computer has fully loaded, open Sawgrass Print Utility and check the printer status.
If the printer firmware has already been updated successfully, the firmware update option should no longer appear in Sawgrass Print Utility. If the option is still available and you continue to receive the "Firmware Update Failed" message, please proceed to Step 2 below.
Step 2: Restarting and Clearing the Print Spooler (Windows)
- Quit Sawgrass Print Utility, click displaying the hidden icons, right clicking on Sawgrass Print Utility and selecting Quit.
- Disconnect the USB or ethernet cable from your printer, if connected, and then power it off.
- On your toolbar at the very bottom of your screen, go to start (this is the windows icon in the lower left corner of your desktop) and begin typing the word services into your search bar. Go ahead and open the services application.
- Once you are in Services, scroll down and select Printer Spooler. Next, click on Stop. This will pause the interaction between your computer and the printer. Leave the Services window open as we will need to go back to it later.
- Now, let's open File Explorer and navigate to: C:\Windows\System32\spool\PRINTERS
- Please note you can also Copy/Paste this with the start menu open
- Please note you can also Copy/Paste this with the start menu open
- This will open your printers folder. Do not delete the folder itself, but you want to go ahead and delete all of the files inside of this folder.
- Now we want to go back to Services.
- Click on Start to turn the print spooler back on.
- Restart your computer and power the printer back on.
- Once Sawgrass Print Utility has loaded, check if the Firmware update option is still available. If it is not, then the printer has been updated successfully. If it is, then proceed with the update.