01-03-2014 03:49 PM
Hi EddieT, appreciate the update and letting me know the HP rep feedback. I scanned the forum posts but there is quite a lot there. I bought online and don't need the 'apps' functionality urgently so I'll wait. I hope that this is something that they can fix with a software update rather than a hardware error that requires the return of the printer - it doesn't seem that it's been confirmed that a firmware patch will fix this yet, I guess we'll wait and see. Glad you got a working model!
01-03-2014 05:04 PM
I returned the Thialand model and got the China version just in case it ends up being hardware related, in which case fixing it becomes a lot more difficult.
01-03-2014 06:27 PM
For what it is worth HP just called me for my followup. They said (as others here have) the root cause is identified and they are looking to push a firmware update. They are recommending enabling auto update on the printer to get it easily. However, they still have no timeframe for the patch. I asked for another callback next week (hold their feet to the fire IMHO). I also asked are you guaranteeing me a fix or should I take back my printer since ours is brand new. They said there will be a fix the issue is definitely software and related to the printer connecting to their web servers for apps. That seems consistent with the issue in my opinion. There could be a minor hardware difference in TH vs CH printers for all we know (similar part that fulfills the same purpose but more easily available in those countries for instance). I would bargain that is what is going on and the software didn't account for it (just a theory). Hang in there folks.
01-03-2014 10:43 PM
Thanks for the update. Great to hear that it is most likely software. If it were hardware related, I'd hate to have to send my brand new printer back and possibly get a refurb model.
01-04-2014 09:57 AM
EddieT, Napalm, thanks for the info. It's a relief to hear that it's likely software based. I remember the days when if a printer could print the ASCII set then it was working - no issues with apps not downloading. They were a lot less complicated (but a lot slower, noisier and not nearly as good
01-06-2014 09:29 AM
Just wanted to let everyone know that I have been in touch with Cloud Services today to see if there has been any updates.
The only update I have, is that the issue is being worked on and that they are working towards a resolution for everyone.
I work on behalf of HP
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01-10-2014 06:28 PM
HP when are you going to fix this issue or rebate every Costco and Sams Club customer for a defective printer?
I have been dealing with this since November and it is somewhat less frustrating to know that you know it is a problem, but we want to know if you ever plan on creating a remedy for it.
Costco and Sams Club should be tired of dealing with the returns on this unit. Why don't you pull them from the shelf until you figure this out?