Photosmart C309a : 3 Months Tech Support 100+ Emails Problem Persisting Machine Freezing

[PrintDoc]

In all this confusion I have lost track of what your symptoms are with a wireless connection.  Please advise and we'll get this fixed.

[bernhardus]

Hi, I just wanted to report back (after several months). I had thought that the hanging scanner problem was solved for good. But I was mistaken.

To recap the symptoms:

When starting a scan (or sometimes just faxing/copying) with HP Scan Pro from a networked  Mac (mixed wireless and wired) the C309a displays "Scanning ...." , but nothing is happening for minutes, when I want to power it off, the machine does not respond. Only remedy: pulling the plug.

Very interestingly, I can still print even if the Photosmart's display says "Scanning...."  ! (this really puzzles me)

I meanwhile have a brandnew Linksys/Cisco router (replacing the older Belkin).

It does not make a difference if the gateway/DNS ( 10.1.1.1)  has been entered or is left blank.

After re-starting the printer scanning works normally.

I  consider to also replace the last remaining Belkin switch  with a Cisco switch but I have my doubts whether this would fix it.

All hints are very welcome.

Regards,

P.S.

I forgot to mention that almost a year ago  I also received a replacement  C309a from HP. It seems to be their last resort when they have no clue.

[PrintDoc]

What version of OS X are you using, bernhardus?  From where did you get the HP software for your printer?

[bernhardus]

Hi, 

I am runnng Mac 10.4.11 and I do not want to upgrade for several reasons.

I installed the original HP software that came on CD with the printer.

Between Sep and Dec 2009 I also de-installed and re-installed  software packages recommended by HP's Tech Support in the Philippines.

These packages all included HP Scan Pro, v.7.x

When I ran HP's  "Software Update"  the app  said that my software was up to date.

Now, I checked on HP's website yesterday and I found a new package 

PS_AIO_05_C309a_Net_Full_Mac_WW_102.dmg

which I downloaded and installed on all our Macs. (strange enough that you can install a package despite the fact that your software is up to date ! )

Interestingly, this package does no longer contain HP Scan Pro 7.x but HP Scan 2.4.1.

I do not know yet if this new s/w package will rectify the issue but I find that it very annoying that HP's Tech Support in the Philippines and in Singapore did not know that  there was a new package available when I spoke with them several times in Jan and Feb 2010. They said that the issue had been escalated and I would be contacted what never happend.

I will report back in a few days.

Regards,

[bernhardus]

Hello again,

it did not take very long until the machine froze again after initiating a scan from a networked Mac. HP Scan returns the message "An error occurred while communicating with the HP imaging device (...) Turn off and unplug the device (...)

I can't even turn the printer off, I have to pull the plug.

Still the same and nobody at HP seems to have a clue what's going on.

(the problem only occurs when the printer is connected to the network -> most likely it is a rare network related issue, otherwise more users would have reported it)

I shall now replace the Belkin switch I am using and if that doesn't help I am at my wits'  end and at the end of my tether as well.

Regards,

[PrintDoc]

Oh, are you using a switch to connect to your router?  What happens when you plug the printer directly into the router?

[bernhardus]

Hi, that makes no difference, I tried both.

I will have the Cisco switch in 2 days, then I shall see.

Regards,

[jussnb]

I have the same C309a model and am experiencing the EXACT problems you are - locking up half way through scanning a document and the only remedy is pulling the plug.  The printer is connected wireless to my PC running Windows XP. 

Very, very, very, very frustrating.

[TreborOC]

Hello - I've been experiencing the exact same issue with this printer since I bought it.  I have the printer connected via wire to our router (Cisco Wireless N Broadband Router).  We have a mixed environment with both PC and Mac.  Functionality of everything (scan, fax, printer) will work on both PC or Mac computers, but if I'm scanning I have to turn the printer off and back on again immeidately before scanning (from either computer).

I tried the instructions mentioned earlier, but my network settings on the printer are all set to automatic--there are no IP addresses to delete.

Suggestions?

[bernhardus]

Hello,

I have opened this thread I think at least one and a half years ago and I am still having this issue. HP does not seem to care or to be interested, they never have actually.

Pulling the plug is the only "remedy". I have given up on this machine and I will dispose of it shortly. 

HP (and others) should "consider the environment" before releasing such a flawed product. Cynically, HP Tech Support send out emails with a note at the bottom "consider the environment before the printing this email ! "

I am sorry that I could not break better news.