01-11-2014 06:33 PM
01-14-2014 04:59 PM
Message from HP earlier today:
At this time the engineers have informed us that the new firmware to resolve the issue will be released in March. Should you be unwilling to wait for the firmware to be released you may call into our Cloud Services Support Specialists (1-855-785-2777) for other options, see below for support times. Unfortunately as I provide support through eMail and we cannot provide exchanges or replacements I am not aware of exactly what other options are available.
Solid stuff, HP.
01-21-2014 12:09 PM
Yeah, add me to the mix of frustraded HP customers, with printers that do not work 100%. Prints fine, but the all the bells and whistles do not work aka the apps.
Sometime in March is the timeframe for the firmware update? oh boy... in the words of my brother "I hate printers"
01-21-2014 12:57 PM
My firmware version is: ELM1CN1320AR and the serial number also starts with the "th",,,
has anyone recently heard if they are going to fix the problem or do we all need to call HP and request a new printer with a different serial number of firware version???????
01-23-2014 11:42 PM
I just bought this printer this evening. I am so bummed to find out about this issue. Since I just bought it I am debating if I should exchange it or wait for the fix. I also have a bad "TH" unit. HP should recall all of the models with a serial number beginning with "TH." I am just hoping that if I go through the trouble of exchanging it, that the store has a model with a "CN" serial number.
Besides this issue, I really do love it, and it has a lot of features and tools for the price.
01-25-2014 03:25 PM
01-28-2014 01:09 PM
I decided to go back and exchange mine. I didn't want to wait until March. I was able to find one with a "CN" model number and everything works great! The apps awesome and really make the printer that much better!
I hope everyone gets some resolution on the matter!
01-30-2014 01:04 PM
I got mine as a Christmas gift, purchased at Costco. Same issue with Apps. I have the same firmware version, and the TH serial number. I have not yet called Costco or HP. The printer works fine, otherwise, so I am reluctant to try for a replacement. I might have a look at the boxes at Costco, and see if there are any CN models in stock.
It is good to have found this thread, since I have spent some time trying to troubleshoot the issue. Good job, to those who were clever enough to find the TH origin, and the CN solution. Let's hope HP can get it right, SOON!
01-30-2014 09:42 PM
My local Costco has only TH origin printers. I called Costco customer support (and got a case number). He was very pleasant, had not heard of the problem (?) or the solution. He got through to HP support, and he walked me through the process to activate ePrint through Snapfish, which I had not done. Alas, it did nothing to fix the Apps problem.
He said he had no technical advisories on this issue, but if "someone" said HP would have a fix out in March, I should wait for it. He made no offer to exchange the printer, but truthfully, the Apps are not a big deal for me, except that if they are supposed to work, then they should work.
I guess I'll wait it out and see what happens. Costco is usually very helpful on these matters, though March will be close to the 90 day window for electronics returns. We'll see.