HP PhotoSmart Premium c309a Bluetooth

[btwin]

Just an update here, I received a call from a case manager on Wednesday.  I mentioned my theory about the firmware and so she asked that I send along any information I had.  I went to Best Buy, Office Depot, OfficeMax & Staples where I tested each of their display C309a printers and recorded the serial #'s and firmware versions.  All of the display printers worked fine (was able to turn off the bluetooth radio permanently).  I emailed this information along with serial #'s and firmware version information on all the refurb units I had received.

I received a call from the case manager this afternoon.  She said they think the problem has to do with the "Refurbished" units they've been sending me but no mention of the firmware or any other details.  They are sending me another printer but instead of a refurbished unit they are sending me a Brand New printer.  It will be interesting to see what happens and I am hopeful this will solve the problem.  I will call HP tech support after receipt of the new printer to report the results and I will also inquire about any more detailed information about the cause of the problem (vs. simply a new printer compared to a refurbished printer).

[StumpyBloke]

So judging from that I would seem to have a refurbished model, even though I bought it brand new!

Rich

[ueberdart]

Hi

Since my new HP 309A was a DOA (Dead on Arrival) it got replaced with a refurbished model. So this just proofs your findings and the fact that the problem exists on refurbished models.

Just curious to hear what you will find out with the new modell.

Cheers Gion

[StumpyBloke]

Is your replacement model not working right either?

[btwin]

Just another update here,

Received my new C309a printer this afternoon and just finished setting it up.  You guessed it, Rich.  I was really hopeful but this new printer has the same problem.  I tried resetting the printer a few times but with no change.  I checked the firmware version and it turns out that this new printer has the same firmware version as my 3rd replacement reburb unit (VAx2FN0915AR).  If firmware versions are numbered sequentially then all the printers I tested at the retail stores have older firmware versions.

I called my case manager to report the news.  She was just as surprised and disappointed as I was.  I told her about the firmware version and again mentioned that perhaps the newer firmware versions have a bug related to the bluetooth radio.  She asked me to return my 4th refurb unit and that she will be in contact with me after some further investigation.

Rich, or anyone else with this problem, it might be helpful to know what the firmware version of your printer is.  Would you please post your firmware version on this forum.

To find your printer's firmware version do the following:

1. On the printer's keypad press the # and * keys simultaneously.

2. You will see a message "Enter Special Key Combo.".  Press 1 2 3 keys one-at-a-time.

3. You will see a message "Support    VAx2FN......".  The "VAx....." number is your firmware version.

4. After writing down the firmware version, press the red X (cancel) button to go back to the home screen.

I'll post another update as soon as I have anything else to report.

Brett

[Jrrobert]

Hello,

Can you tell me this-are there any devices such as a cell phone a wireless card or another type of Bluetooth device that would be trying to reenable the Bluetooth radio? Is there any other device that you own that is trying to auto connect to it, because that is in fact an issue we might have seen before.

I would suggest two things;

1) unplugged the unit completely, making sure all other Bluetooth devices are also disabled

2) power the unit back to turn off the radio and with no devices connected measure how long it takes for the radio to reconfigure itself.

Will forward this on to moderators.

Trex

[StumpyBloke]

Hi

My firmware version is VAx2FN0933AR.

Thanks for the update and hope this info helps.

Cheers, Rich

---

btwin wrote:

Just another update here,

Received my new C309a printer this afternoon and just finished setting it up.  You guessed it, Rich.  I was really hopeful but this new printer has the same problem.  I tried resetting the printer a few times but with no change.  I checked the firmware version and it turns out that this new printer has the same firmware version as my 3rd replacement reburb unit (VAx2FN0915AR).  If firmware versions are numbered sequentially then all the printers I tested at the retail stores have older firmware versions.

I called my case manager to report the news.  She was just as surprised and disappointed as I was.  I told her about the firmware version and again mentioned that perhaps the newer firmware versions have a bug related to the bluetooth radio.  She asked me to return my 4th refurb unit and that she will be in contact with me after some further investigation.

Rich, or anyone else with this problem, it might be helpful to know what the firmware version of your printer is.  Would you please post your firmware version on this forum.

To find your printer's firmware version do the following:

1. On the printer's keypad press the # and * keys simultaneously.

2. You will see a message "Enter Special Key Combo.".  Press 1 2 3 keys one-at-a-time.

3. You will see a message "Support    VAx2FN......".  The "VAx....." number is your firmware version.

4. After writing down the firmware version, press the red X (cancel) button to go back to the home screen.

I'll post another update as soon as I have anything else to report.

Brett

---

[StumpyBloke]

Hi, certainly in my case there are no devices trying to connect.

Cheers, Rich

---

Jrrobert wrote:

Hello,

Can you tell me this-are there any devices such as a cell phone a wireless card or another type of Bluetooth device that would be trying to reenable the Bluetooth radio? Is there any other device that you own that is trying to auto connect to it, because that is in fact an issue we might have seen before.

I would suggest two things;

1) unplugged the unit completely, making sure all other Bluetooth devices are also disabled

2) power the unit back to turn off the radio and with no devices connected measure how long it takes for the radio to reconfigure itself.

Will forward this on to moderators.

Trex

---

[ueberdart]

Hi

my Firmware Version on the refurbished model is VAx2FN0915AR. The new defect model witch was replaced had a much older Firmware, since it must have been from a very early production line. Unfortunately i don't know what firmware it had.

To the Theories with other Blue Tooth devices: I shut down all blue tooth devices I had, the blue tooth on the printer still starts up again.

Just to clarify. Yes its possible to change status of a blue tooth device with a other device, but not when its shut down complete. If this would be the case HP would only have shut down the Blue Tooth LED, what makes no sense, since the Blue Tooth device still uses a lot of power an emits radio signals.

[btwin]

Another (probably final) update,

I received a call from my case manager this morning.  She said that they cannot and will not be able to find a solution to the problem.  She said that they were not able to duplicate the problem in their lab.  I mentioned again that one of the techs I spoke to was able to duplicate the problem in his lab.  She said that did not help them at her location because his lab is located somewhere else in the world.  I asked about all the replacement units I had received and could they possibly check them but she said it would be impossible for the people working on the problem at her location to ever get a hold of any of the units I had returned.  I again spoke about my theory on the firmware and she said they are sure that the firmware is not the problem.

So according to HP there is no solution.  She offered to give me a pro-rated refund (I purchase the original printer in August, 2009) after I returned final replacement printer to HP.  I said I was very unhappy that they could not find a solution to the problem but that I wanted to keep the printer.  She said if I wanted to keep the printer the best she could do was to give me an extended warranty on it for no charge.  I accepted her offer so now the warranty for my new replacement printer will expire on 7/8/2012.

Trex,

As far as other bluetooth devices causing the printer bluetooth to turn on.  I did try one last time just before this posting.  I have a bluetooth mouse on my laptop as well as bluetooth on my cellphone.  I completely shut down my laptop and mouse and turned off my cell phone.  I turned off the bluetooth radio on the printer then I shut it down and unplugged it for 5 minutes .  Keeping the laptop and phone off I powered up the printer but again the bluetooth turned back on.  I then went through the factory re-set procedure on the printer and after the reset was complete (about 10 min), turned off the bluetooth radio and powered down the printer and unplugged it again for 5 min.  Again, with the laptop and cell phone off, I powered up the printer and once again the bluetooth radio came back on.

Euberdart,

Your firmware version is the same as my final (new) replacement printer and is also the same as my third (refurb) replacement unit.  So again, we do have a commonality it that once again the newer firmware versions seem to have this problem.  All the printers I tested that did not have the problem were numbered with an 08 (vs 09 on the newer firmware) after the FN part of the version number (i.e. VAx2FN0850AR on the Best Buy printer).

Perhaps if enough people complain to HP they will devote a few more resources to solving this problem.