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11-23-2009 04:49 PM
11-24-2009 11:42 AM
11-24-2009 12:02 PM
I have exchanged a half dozen or so emails today with Shaw in support to no avail. The printer is not on the network. My router isn't seeing the printer. Shaw's latest suggestion was to change my PC's firewall settings.
This is good for Staples copy center, and not good for HP.
The printer is not working wired or wirelessly.
My emerging sense is HP is not going to fix this over the short run. I will have to ask for a replacement. If one is not forthcoming, I will have to buy another printer from a different company.
It is amazing to me HP's support isn't making greater strides as this. I am simply not accustomed to this with HP.
I have just used this as well...
11-24-2009 12:42 PM
So I've been emailing HP support and got a return call from HP from my weekend.
The email support guy "Shaw" is still thinking firewall, and would not involve a manager. Not good.
The follow up call from "Clayton" went down the path of there being a known issue with N wireless, and HP prefers B or G. In the end though, he agreed to ship me a replacement printer when I pointed out I had given up on wireless and went wired. The replacement should arrive next week. I had to be direct and request a replacement, otherwise I think I'd still be troubleshooting.
If the replacement solves the problem, great. Since I believe the issue is software related, if the printer works upon arrival I will not accept any updates.
In my heart, I believe HP has a glitch with this machine.
11-24-2009 01:50 PM
11-30-2009 06:51 PM
I was reading your thread with interest. I have a wired HP 6500 with the same problems even though it is a different model. I set the Network link to manual, 100 M and this helped with the access to the printer web page.
The I discovered that the Windows XP and Vista Control Panel-> Printer and Faxes-> Properties screen gives me a choice of "Use printer online". When I force Windows to use the printer online it seems to wake up the printer and docs in the print queue and new docs print just fine for an hour or more. Also, the Windows printer info screen majically changes from "Offline" the "Ready". The printer eventually goes "offline" again but I can still go to its webpage now that I made the changes to the Network link. Prior to the change, I could not find the printer webpage when it was "offline" until a power recycle that many of you mention in your posts.
I reach the printer webpage through IE by typing its IP address (I use a fixed IP address for the printer on my wired network).
If anyone knows how to do this without the manual step, please let me know.
I tried to update the firmware but have not been able to do so either through my network or via direct USB cable. To see my posts look for me, InkedOut on this HP site.
The OJ Pro 8000 is on sale now and I was thinking about replacing my 6500 until I found this thread. Good luck all.
11-30-2009 07:45 PM - last edited on 11-30-2009 07:46 PM by WendyM
HP needs to learn from this. A cursory review of this thread has a large number of gold nuggets.
Because I contacted Mark Hurd, there have a been a variety of people contacting me for escalation. Besides conversation, nothing tangible has happened. My existing printer is networking braindead, and the new printer arrives Wednesday.
The person I spoke with today, including reviewing this thread post by post, is:
HP US TCO Escalations Team
<text removed for privacy>
I certainly hope HP takes this as a learning opportunity....and yes, fixes all these printers.
12-02-2009 07:52 AM
I am posting this reply to inform posters/readers of this thread that apparently my problems with losing connectivity have been solved; by HP. My problem was that one of my Network systems was running Vista Home Premium 64, and this OS can cause loss of connectivity between the OJP 8500 and the Network. I will include the steps proposed by HP, and my responses for those who may want to try this solution:
Thank you for contacting HP Total Care.
I would like to tell you that theOfficeJet is designed to be left on 24 hours, 7 days a week. After afactory set amount of time the OfficeJet will go into Power Save Modeand the Scanner light will be turned off.
The product goes into Power Save mode, and the scanner bulb is turned off, after the following occurs:
The unit is powered on more than 12 hours, and is not used in the last 2 hours.
This unit was in Power Save mode less than 4 hours prior to the last job, and was not used in the last 2 hours.
Power Save mode is deactivated when one of the following occurs:
Push any button on the front panel.
Start a job with the unit.
NOTE: Scanner bulb life expectancy: The scanner bulb is designed to last 20,000 hours.
I request you to please follow the steps below and check the functionality:-
Firewall Exception list --Windows Vista.
A.Click on Start(Windows Logo) --> Open
B. Control Panel.
C. Click on 'Security'
D. Click on Windows Firewall on left hand side.
E. Click on Change settings
F. Click on 'Exceptions' Tab.
G. Click "Add Program"
H. Click "Browse"
I. Select "C:\Program Files\HP\Digital Imaging\bin\hpqtra08.exe"
J. Click OK
K. Click OK
L. Close all windows
Likewise add the following Files:
hpqkygrp.exe, located under the C:\program files\HP\digital imaging\bin directory.
hpqscnvw.exe, located under the C:\program files\HP\digital imaging\bin directory.
hpqste08.exe, located under the C:\program files\HP\digital imaging\bin directory.
hpzipm12.exe, located under the C:\windows\system32 directory.
hpzinw12.exe, located under the C:\windows\system32 directory.
hpqtra08.exe, located under the C:\program files\HP\digital imaging\bin directory.
hpqthb08.exe, located under the C:\program files\HP\digital imaging\bin directory.
hpqdirec.exe, located under the C:\program files\HP\digital imaging\bin directory.
NOTE:Clickingthe link may give an error indicating it is invalid. Copy the entirelink from "http://" to "" and paste it in your local Internet ExplorerAddress bar.
Manual HP Device Discovery
Printerentries getting automatically deleted from Microsoft Vista system.Please follow the steps given below to disable the HP device discoveryserivce to solve this issue.
1) Click on the"Start Menu" icon on the bottom left corner of the screen , type"services.msc" in the "Start Search" edit box, and hit enter. This willtrigger Vista to pop-up a "User Account Control" dialog to prompt for permission to continue. Click "Continue" to allow Vista to open the Services management console application.
2) The Servicesmanagement console application is made up of 2 panels. The right panelcontains a list of all services available on the system. Scroll thruthis list and look for a service called "HP CUE DeviceDiscoveryService".
3) Right-click on"HP CUE DeviceDiscovery Service" and select "Properties" to open the"HP CUE DeviceDiscovery Service Properties" dialog.
4) From the "HPCUE DeviceDiscovery Service Properties" dialog, click on the "General"tab. If the "Service status" shows that the service has started, clickon the "Stop" button to force the service to stop.
5) Change the "Start type" to "Manual" and click on the "OK" button on the bottom of the dialog to apply the changes.
Now check the functionality, If the issue still persist then please get back to us. We would love to assist you further.
This should resolve the issue. If you need further assistance, please replyto this message and we will be happy to assist you further.
I was able to add the following programs to the list of exceptions tothe firewall:
hpqtra08.exe (listed twice in your instructions)
The following programs could not be located on my computer:
I regret to know that the issue couldnot be resolved after going through the previous suggested steps. Iappreciate for the efforts that you made to resolve the issue.
I would like to inform you thatthe you do not need to add all the files in firewall exceptions listhowever you can add hpiscnapp.exe instead of hpqscnvw.exe and then check the functionality.
This should resolve the issue, howeverif the issue still persists then please feel free to reply withobservation. We will be glad to assist you
12-02-2009 11:06 AM