HP Officejet Pro 8500 Wireless A909g Loses Connectivity

[glkelley]

Has anyone come up with a workaround that works?

My printer is now brain dead....it cannot be reached at all.

[Horace1]

Not yet... As I mentioned earlier, I downloaded and installed HP's software to interface the printer to my new Windows 7 system.  So far, the printer has not lost connectivity with my Network, so there's hope that this is a software issue??  It will have to continue for a few days before I can call HP and report that they need to look into the software issue.  That's the only news I have.  Earlier I tried to communicate with HP through email (I have a hard time understanding accents on the telephone), but I'm getting the same old stock answers as if they never heard of this problem.  I even included a link to this forum, but have received no acknowledgement that they have even read it...

[tawillis]

I guess I am at a loss. If HP cannot replace the all-in-one with one that works and there is no other fix, what do we do? Is HP going to help or do I just throw this one away?

[glkelley]

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...

http://www.hp.com/hpinfo/execteam/email/hurd/index.html

[glkelley]

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.

[Horace1]

I hope you are correct in your case.  I have gone that route (had them replace my printer), and although my problems are not as severe as yours, I still have the loss of connectivity problem.  I thought the software I downloaded to make the printer work with my Windows 7 system had solved the problem, but when I went to print a document this morning, the document status was "printing", but nothing ever printed...  I had to cycle power on the printer to get it back on the Network again.  The interesting thing is that all of the statuses indicate everything is fine:  the printer shows connectivity to the Network, the computer thinks things are printing, etc., etc.  I have been in contact with HP Support as well, and my guy seems to think the problem is with my Windows Vista system and has had me make some changes to that system.  I'm not sure how 1 of 3 computers using Windows Vista is screwing things up, but I've made the changes and will be waiting to see if the problem is solved.  I sincerely hope your problem is the printer and that the replacement takes care of the problem, but I still think HP has a software (or internal firmware problem) with the HP 8500.  Waiting to hear how it goes, good luck.

[InkedOut]

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.

[glkelley]

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:

Maggie

Case Manager

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.

Message Edited by WendyM on 11-30-2009 07:46 PM

[Horace1]

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:

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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.

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

M. Reboot

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.

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My reply after trying the above solution: 

I attempted to perform the operations listed below, with the followingresults:

I was able to add the following programs to the list of exceptions tothe firewall:
  hpqtra08.exe (listed twice in your instructions)
  hpqkygrp.exe
  hpqste08.exe
  hpqdirec.exe

The following programs could not be located on my computer:
  hpqscnvw.exe
  hpqthb08.exe
  hpzipm12.exe
  hpzinw12.exe

Please advise...

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Thank you for writing back to HP Total Care.

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

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My reply: 

Added hpiscnapp.exe to the list.  I'll let you know in a week or sowhether the issue is resolved, or sooner if it isn't.

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My OJP 8500 has not lost connectivity with the Network or any of my 3 systems (1 Windows XP, 1 Vista Home Premium and 1 Windows 7) for a week now!  I am hopeful that the above solution has fixed this problem.  Although this solution may not work for many of the problems I have seen posted on this thread, I sincerely hope it resolves some of the problems.

Horace1 

[barry1]

I am in the same boat. I am losing network connectivity for my HP OJ 8500 Wireless A909g as well I am using Windows 7. All of the items allowed for Firewall exceptions are duly noted as exceptions already and I still am losing conectivity. Have no idea how to solve this problem. Need help.