topic Re: Canon G620 Firmware Failing to Update in Desktop Inkjet Printers

PIXMA G620 Firmware failing to update

shazzieroo — Mon, 26 Aug 2024 19:44:33 GMT

Hello

Yesterday I started receiving the alert indicating that there is a firmware update for my printer. I ignored it as I was in the midst of printing my orders. Partway through, the paper began to not feed... so I assumed that perhaps it was going to force my hand with the update, so I went ahead and tried to do it.

HOWEVER. Every single time it just powers off in the middle, and then comes back on and says "failed to update"

I have checked my connection, restarted, powered off and left it off, unplugged it for periods of time... I even got desperate and did a factory reset, which only got me right back to square one.

So here I sit with a printer that wont feed (I've tried a ton of fixes for that, but as I'm now pretty sure it doesn't have anything to do with the firmware update after all.... I am all ears for any ideas for that too) or update.... and orders that need fulfilling. I do have a backup printer but the quality is just not the same.

Is anyone else experiencing this issue, and/or does anyone have a fix?

Re: Canon G620 Firmware Failing to Update

Camper — Fri, 23 Aug 2024 00:19:40 GMT

I'm also having the same issue with the updating, ended up shutting down auto update so that it doesn't keep trying to update when it keeps failing. You may need to do a cleaning as far as the feeding of paper.

Re: Canon G620 Firmware Failing to Update

shazzieroo — Fri, 23 Aug 2024 00:25:01 GMT

I do feel better knowing that others are having the same issue (I've seen at least one other that brought it up) Perhaps there will be a fix coming out.

Yeah... I've been doing roller cleanings... manual cleanings... even took the back off and got a better look. I'm sure it's something like that... just nada worked so far! 🤷‍♀️

Re: Canon G620 Firmware Failing to Update

roger684 — Fri, 23 Aug 2024 01:18:18 GMT

I also am having same problem updating the firmware with "Failed to update" message. It worked fine a couple of months ago when I updated firmware using the exact same method. I believe Canon has lot of problems with firmware updates for all of their products based on what I have read from many Canon camera, lens and printer users. I don't think I will ever update the firmware on any Canon product again until after a couple of months so they could fix any problems that may come up after the initial release of a firmware update.

Just wondering if you have replaced your ink tank bottles yet. If so, did you use Canon brand or third party generic bottle refills? I haven't replaced mine yet and was interested in what other owners might be using. Any thoughts and comments would be appreciated.

Re: Canon G620 Firmware Failing to Update

Camper — Fri, 23 Aug 2024 02:46:31 GMT

I have not replaced them yet but I did buy the red and black Canon brand since I seem to be going through the black and red first. For the amount of usage I got from the initial bottles it's not too expensive to replace with Canon brand, I've had it set up about two and a half years so far. But I also have a laser printer for some of my printing so I'm not just relying on the inkjet.

Re: Canon G620 Firmware Failing to Update

Murmelantes — Fri, 23 Aug 2024 09:44:52 GMT

Hello, same issue with a G650.
(the firmware update, not the feeding)
I tried restoring to factory defaults, changing the DNS just in case, leaving it unplugged...
No changes.
Really hoping it's a global issue and not something specific to our printers.

Re: Canon G620 Firmware Failing to Update

shadowsports — Fri, 23 Aug 2024 10:38:41 GMT

Greetings,

Firmware updates are not required and will not keep you from printing if they are ignored or postponed. While some make operational changes or feature additions, most (for printers) are released to address security vulnerabilities.

A printer has to have Internet connectivity (wired or wireless) in order to receive a firmware update notification or the update itself. Updates for printers connected via USB have to be updated using the firmware update utility. This can be found on the products support portal. This (manual) method can also be used for wired or wireless devices, but a cable and direct connection to a computer is required.

Reasons why a firmware update may not complete successfully.

-Update servers are busy or temporarily unavailable.

-DNS issues. I've heard from others that using a public DNS on your router can allow your printer's firmware update to complete successfully. Examples of public DNS servers are Google 8.8.8.8 or cloud flare 1.1.1.1. These changes can be made on your router.

Paper feeding issues can be caused by the type or brand of paper being used. Dirty rollers, broken teeth on a feeder wheel or foreign materials such as torn page corners left behind when a paper jam is forcefully removed. Sometimes a flashlight helps to see something left behind. A lightly dampend cloth is usually helpful to keep rollers cleaned. If they are really dirty, Qtips with a little alcohol can clean rollers caked with paper pulp.

Depending on age or use some parts can wear out. Canon has a parts order desk that can help with replacement parts, feed rollers, etc.

Canon Parts Order Desk at (866) 481-2569
Weekdays from 9 AM - 7 PM, ET.

Hope this helps.

Re: Canon G620 Firmware Failing to Update

Murmelantes — Fri, 23 Aug 2024 12:01:25 GMT

The issue is that while they're not required, once detected they interfere with the normal use of the printer (turning off the printer requires you to confirm you want to update or not, etc.)
Turning off the automatic updating doesn't seem to correct this behavior.

Regarding DNS, I would strongly advise to modify them on the printer itself and not on your router, as this could break provider specific services, like VOD, etc.
Most probably you won't have any issues, but this is to keep in mind and should be done only if you know what you're doing, as this would affect all other connected devices to solve an issue on a specific one.
It's fairly easy to change the DNS directly on the printer, so that's what I would recommend.

Regarding using USB to update firmware, unless I'm confused this is not a possibility on those models.

So we're left with the hope that the issue is caused by update servers beeing busy or down.
It would be nice to have a confirmation, but in the meantime the only relief I found was seeing that other people were affected.

Re: Canon G620 Firmware Failing to Update

hudsonhawk1 — Fri, 23 Aug 2024 16:58:59 GMT

Just tried to update. Same issue, and it has worked before.

Re: Canon G620 Firmware Failing to Update

Camper — Sat, 24 Aug 2024 01:56:23 GMT

I tried wired with one computer and wireless with another computer and my phone and directly on the G620. No matter what way I try to update the firmware it fails. I shut off auto update just so it would stop trying constantly.

Re: Canon G620 Firmware Failing to Update

shadowsports — Sat, 24 Aug 2024 03:46:36 GMT

The DNS change would be temporary. Like the route you take to the store from your house each day. When there is construction, you take a detour. When its complete, you go back to using the same route. It can be achieved more than one way.

Re: Canon G620 Firmware Failing to Update

Murmelantes — Sat, 24 Aug 2024 05:59:42 GMT

Sorry to insist, but especially for a temporary change changing it at printer level is the way to go:

If the change is done at router level, it would need to be propagated to the printer.

This is done when the printer gets it's IP from the router by DHCP, except if the router is providing its own IP as DNS server.

In any cases, you're better off changing the DNS at printer level to be 100% sure the change is immediate and does not affect other devices.

Also, helping people do this change on a canon printer would be easier than helping them do it on a variety of routers for obvious reasons (a lot of different brands, interfaces, passwords, etc)

I'm stopping there as it's really not the point of this thread and would like to thank you for the detailled help message you sent, my idea was not to discard it but just to specify that there was an easier option and that in this specific case it was not solving the issue.

Thanks again and sorry it I appeared as needlessly controversial.

Re: Canon G620 Firmware Failing to Update

LoveAutumn — Sat, 24 Aug 2024 14:11:06 GMT

It keeps failing on my printer as well. I turned off the auto updates because he kept trying to update and kept failing. I tried to update it manually from the printer but I keep getting a "Failed to Update".

Re: Canon G620 Firmware Failing to Update

LoveAutumn — Sat, 24 Aug 2024 14:12:27 GMT

Same. I turned off the auto update as well. Tried manual update but still failed.

Re: Canon G620 Firmware Failing to Update

hudsonhawk1 — Sat, 24 Aug 2024 16:05:45 GMT

I updated my printer DNS to Google's open DNS server (8.8.8.8) with no success with the update.

This is clearly a bug and an issue. Has anyone opened a ticket or called support?

Re: Canon G620 Firmware Failing to Update

Murmelantes — Sat, 24 Aug 2024 17:46:36 GMT

I contacted the European support (living in Spain, the G620 is sold as G650 there so I can't open a ticket to the US support.

But yes, I would advise you all to open tickets. that's the best way for this to get visibility.

Now I'm hoping a new firmware update will solve it, cause I don't think a website issue would stay that long unsolved.

Maybe a corrupted firmare uploaded on their side?

No idea.

Re: Canon G620 Firmware Failing to Update

SmirkingFox47 — Mon, 26 Aug 2024 14:53:32 GMT

I am having this same issue. I just got off the phone with "product support." They instructed me to do two Roller Cleanings with no paper in, then do one with paper in. The same jam occurred.

They insist there is no relation to the firmware update and the printer issue, but I think it is strange that we are both having the same issue.

I asked why the firmware is not updating and they said that we can't print out LAN information because my printer won't print. They said the wi-fi strength might not be strong (which is not the case - I am at full signal), and then suggested that I upgrade my printer! Ha! I don't think so.

If anyone has any solution, I will give it a try!

Re: Canon G620 Firmware Failing to Update

Murmelantes — Mon, 26 Aug 2024 15:00:21 GMT

As far as I understand there's a specific message for when the printer can't reach the update server, which is not what's happening here.
Seems that the update process is failing, not the download itself.
Got an answer as well from the european support by email but it was pretty worthless at the moment, they just pointed me to the instructions to update the firmware.
They didn't seem to understand I wouldn't have seen this message if I didn't follow those instructions first.
I'm now waiting for their answer again...

Re: Canon G620 Firmware Failing to Update

hudsonhawk1 — Mon, 26 Aug 2024 19:03:00 GMT

I just got off the phone with support. After having me do the things I'd already done, she said to wait 48 hours and try again. If it doesn't work, then call back.

I pushed a little on what exactly was going to be different in 48 hours and asked if there were going to be changes made on the server-side backend that could help with this. She said some changes were going to be made. I'm not sure why I had to go through all the tests, though, if that is the case.

At any rate, I suppose trying again on Wednesday is the best I can do, but then will call back and see if I can get any more movement.

Re: PIXMA G620 Firmware failing to update

davidwdalrymple — Mon, 26 Aug 2024 22:42:22 GMT

Same here. I have applied several firmware updates to the G620 printer and they have all been successful. This one has failed on many attempts not matter what I have tried including using Google's DNS on the printer. Upon trying to download I eventually receive 404 File not found.