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Student
Posts: 1
Member Since: ‎08-02-2010
Message 1 of 9 (3,719 Views)

8500 Pro All in One - Blue Screen & not able to communicate with Printer

After upgrading my laptop to Windows 7, I encountered a problem while installing Windows 7 printer software. My 8500 stopped communicating with the network and USB. I have tried the suggestions for resetting the unit (*#, then 1-2-3, and #9 or #6 while plugging in the unit, etc) but the printer always goes to a blue screen with an error message of B8084644.

 

HP Support cannot solve this and has not given me any commitment on a next step.

 

Does anyone have any suggestions?

 

Thanks.

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Student
Posts: 1
Member Since: ‎09-11-2010
Message 2 of 9 (3,626 Views)

Re: 8500 Pro All in One - Blue Screen & not able to communicate with Printer

[ Edited ]

Here is a chatlog I had with a technician:

 

Apparently the issue is a hardware on my end.  This issue required a warrenty exchange, I hope this helps.  Follow these steps....  It appears you may have had the same problem.  Hopefully your product is still under warrenty:

 

1. Verify that the unit is switched on. Disconnect the USB cable from the All-in-One and also

disconnect power cable from All-in-One and also from wall outlet.
2. Wait 30 seconds.
3. Plug in the power cable to All-in-One and also to wall outlet.
4. Check the printer screen.


Reset the All-in-One to the factory default settings by using these instructions:

1. Unplug the power cable from printer when the printer is powered on and wait for 20

seconds.

2. Then, press and hold # and 6 while plugging in the power cord.

Continue holding until it displays Semi Full Reset message in the front panel of the All-in-

One.

-------------------Chatlog------------------------------------------
[Saturday, September 11, 2010 8:57 PM] -- Automatically generated message:
A support specialist will be with you shortly.
[Saturday, September 11, 2010 8:57 PM] -- Automatically generated message:
You are now chatting with support specialist Abhishek D.
[Saturday, September 11, 2010 8:58 PM] -- Abhishek D says:
Welcome to HP Total Care for All In One printers. My name is Abhishek. Please give me a few

moments while I review your problem description details.

NOTE: For security reasons, PLEASE DO NOT send credit card information via chat.

[Saturday, September 11, 2010 8:59 PM] -- Abhishek D says:
If I am correct then you are using HP Pro 8500 A909a please let me know the operating system

on your computers and your email address is xxxxxxxx.

[Saturday, September 11, 2010 8:59 PM] -- Joseph St pierre says:
yes
[Saturday, September 11, 2010 8:59 PM] -- Joseph St pierre says:
Product OS is Windows 7 x64
[Saturday, September 11, 2010 8:59 PM] -- Abhishek D says:
Thank you for the information.
[Saturday, September 11, 2010 9:00 PM] -- Abhishek D says:
Joespeh, if I understand your issue correctly then you see a blue screen with error code

B8084644 on the printer display. Am I correct?
[Saturday, September 11, 2010 9:00 PM] -- Joseph St pierre says:
yes
[Saturday, September 11, 2010 9:01 PM] -- Abhishek D says:
To assist you in better way please let me know the serial number of the printr?
[Saturday, September 11, 2010 9:02 PM] -- Abhishek D says:
You can check the serial number at the rear end or at the bottom of the printer .It should be

of 10 digits alphanumeric codes starting with CN or MY or TH or VN.

[Saturday, September 11, 2010 9:02 PM] -- Joseph St pierre says:
xxxxxxxxxxxxxx is the top number.......the bottom number is...... xxxxxxxxxxxxxx
[Saturday, September 11, 2010 9:03 PM] -- Joseph St pierre says:
oh wait
[Saturday, September 11, 2010 9:03 PM] -- Abhishek D says:
Sure please.
[Saturday, September 11, 2010 9:04 PM] -- Joseph St pierre says:
CNxxxxxxxxxxx
[Saturday, September 11, 2010 9:04 PM] -- Abhishek D says:
Thank you for the information.
[Saturday, September 11, 2010 9:05 PM] -- Abhishek D says:
Joseph, to me it seems like a hardware issue with the printer however we will try few steps

and will check the result.
[Saturday, September 11, 2010 9:05 PM] -- Abhishek D says:
Please make sure that the printer is connected directly to wall outlet and not with a surge

protector.
[Saturday, September 11, 2010 9:07 PM] -- Joseph St pierre says:
ok
[Saturday, September 11, 2010 9:08 PM] -- Joseph St pierre says:
now its connect to wall
[Saturday, September 11, 2010 9:08 PM] -- Abhishek D says:
Now follow these steps please:
[Saturday, September 11, 2010 9:09 PM] -- Abhishek D says:
1. Verify that the unit is switched on. Disconnect the USB cable from the All-in-One and also

disconnect power cable from All-in-One and also from wall outlet.
2. Wait 30 seconds.
3. Plug in the power cable to All-in-One and also to wall outlet.
4. Check the printer screen.
[Saturday, September 11, 2010 9:12 PM] -- Joseph St pierre says:
ok power is back in
[Saturday, September 11, 2010 9:12 PM] -- Joseph St pierre says:
hp screen is lit
[Saturday, September 11, 2010 9:12 PM] -- Joseph St pierre says:
on display
[Saturday, September 11, 2010 9:12 PM] -- Abhishek D says:
Do you see any options on the printer or just the HP logo?
[Saturday, September 11, 2010 9:13 PM] -- Joseph St pierre says:
just the logo, now the blue screen error message B8084644
[Saturday, September 11, 2010 9:13 PM] -- Abhishek D says:
Alright!!
[Saturday, September 11, 2010 9:13 PM] -- Abhishek D says:
Here is another reset which you can perform on the printer please.
[Saturday, September 11, 2010 9:13 PM] -- Abhishek D says:
A semi-full reset will do the following:
The user settings to the factory defaults, Language and country settings on some models, Fax

logs, Fax headers, Fax speed dial information.

Reset the All-in-One to the factory default settings by using these instructions:

1. Unplug the power cable from printer when the printer is powered on and wait for 20

seconds.

2. Then, press and hold # and 6 while plugging in the power cord.

Continue holding until it displays Semi Full Reset message in the front panel of the All-in-

One.
[Saturday, September 11, 2010 9:16 PM] -- Joseph St pierre says:
I followed instruction and it still goes to the blue screen
[Saturday, September 11, 2010 9:17 PM] -- Abhishek D says:
Joseph, please let me know if you did see the message as semiful on the printer?
[Saturday, September 11, 2010 9:19 PM] -- Joseph St pierre says:
No I waited 20 seconds plugged in the printer and held down # and 6 at the same time while

plugging in cord again
[Saturday, September 11, 2010 9:19 PM] -- Joseph St pierre says:
I tried it twice now, and still have error message
[Saturday, September 11, 2010 9:20 PM] -- Abhishek D says:
Let me know if held down the buttons and didn't released after plugging in the power cord

till the power went down on the printer or you got message as semiful reset?
[Saturday, September 11, 2010 9:21 PM] -- Joseph St pierre says:
I held the buttons down, and did not get message other than blue error
[Saturday, September 11, 2010 9:22 PM] -- Abhishek D says:
I am really regret to inform you that as suspected the issue is with the printer hardware and

it can't be fixed.
[Saturday, September 11, 2010 9:22 PM] -- Abhishek D says:
Please allow me 2-3 minutes while I check the warranty status of the printer.
[Saturday, September 11, 2010 9:23 PM] -- Joseph St pierre says:
What? I just bought it!
[Saturday, September 11, 2010 9:23 PM] -- Joseph St pierre says:
I bought it a couple of months ago
[Saturday, September 11, 2010 9:23 PM] -- Joseph St pierre says:
I dont even have the box for it anymore!
[Saturday, September 11, 2010 9:23 PM] -- Abhishek D says:
Don't worry at all I am here to assist you.
[Saturday, September 11, 2010 9:24 PM] -- Joseph St pierre says:
I bought it 6/19/10
[Saturday, September 11, 2010 9:24 PM] -- Abhishek D says:
Let me know did you faced any power outage in your area?
[Saturday, September 11, 2010 9:24 PM] -- Joseph St pierre says:
Not to my knowledge. That is why I put it on a surge protector
[Saturday, September 11, 2010 9:24 PM] -- Abhishek D says:
Not a problem.
[Saturday, September 11, 2010 9:25 PM] -- Joseph St pierre says:
I did have a bad power surge about a month ago where everything turned off on me once.
[Saturday, September 11, 2010 9:25 PM] -- Joseph St pierre says:
Did not experience problem with printer
[Saturday, September 11, 2010 9:25 PM] -- Joseph St pierre says:
Printer was fine until i had to reinstall windows
[Saturday, September 11, 2010 9:25 PM] -- Joseph St pierre says:
When I reinstalled windows printer never worked again.
[Saturday, September 11, 2010 9:26 PM] -- Abhishek D says:
I have checked the warranty and the printer is good with warranty and I will log a case for the replacement for you and you will receive a call back within 24 - 48 hours of time for the replacement.


[Saturday, September 11, 2010 9:26 PM] -- Joseph St pierre says:
ok


[Saturday, September 11, 2010 9:26 PM] -- Abhishek D says:
Allow me 2-3 minutes to log a case for you and provide you a case id for reference.


[Saturday, September 11, 2010 9:28 PM] -- Abhishek D says:
Please let me know your shipping address and your phone number.


[Saturday, September 11, 2010 9:28 PM] -- Joseph St pierre says:
xxxxxxxxxxxxxxxxxxxxxx


[Saturday, September 11, 2010 9:31 PM] -- Abhishek D says:
Thank you please be with me while I update that information on the records.


[Saturday, September 11, 2010 9:31 PM] -- Joseph St pierre says:
ok


[Saturday, September 11, 2010 9:31 PM] -- Abhishek D says:
Thank you


[Saturday, September 11, 2010 9:33 PM] -- Abhishek D says:
Thank you for your patience and time.


[Saturday, September 11, 2010 9:34 PM] -- Abhishek D says:
I am providing you a document which you can try and see if this article can fix the issue.


[Saturday, September 11, 2010 9:34 PM] -- Abhishek D says:
http://support.hp.com/us-en/document/c01726394

 

[Saturday, September 11, 2010 9:37 PM] -- Joseph St pierre says:
ok


[Saturday, September 11, 2010 9:38 PM] -- Abhishek D says:
Once done check the result and let me know the result.


[Saturday, September 11, 2010 9:40 PM] -- Joseph St pierre says:
ok


[Saturday, September 11, 2010 9:41 PM] -- Abhishek D says:
Thank you.


[Saturday, September 11, 2010 9:43 PM] -- Joseph St pierre says:
This help page only shows troubleshooting for wireless and ethernet devices


[Saturday, September 11, 2010 9:43 PM] -- Joseph St pierre says:
I have already reviewed this material prior to this chat.


 

Student
Posts: 1
Member Since: ‎12-28-2010
Message 3 of 9 (3,378 Views)

Re: 8500 Pro All in One - Blue Screen & not able to communicate with Printer

I received the same error (B8084644) after applying a firmware update to fix a network connectivity issue. I was told the firmware update could not be rolled back and I would have to "upgrade", aka buy a new printer at full retail price.  I haven't been this angry in awhile. A case manager is going to contact me within 24-48 hours, but this may be the last HP product I buy.

k1m Student
Student
Posts: 1
Member Since: ‎03-04-2011
Message 4 of 9 (3,225 Views)

Re: 8500 Pro All in One - Blue Screen & not able to communicate with Printer

I got the same error B8084644 after upgrading my flash to solve a problem with picking paper.  It killed my printer and now all I get is the blue screen with that error.  I went through four calls and four promises of a call back before I finally did get a call back from a Case Manger - he took about a minute or two to tell me that since my printer was almost two months out of warranty, my only option was to upgrade at my expense.  I just want to spread the word that HPdoesn't take responsibility for their mistakes.

Honor Student
Posts: 2
Member Since: ‎03-07-2011
Message 5 of 9 (3,212 Views)

Re: 8500 Pro All in One - Blue Screen & not able to communicate with Printer

[ Edited ]

I had this EXACT same problem with my OfficeJet Pro 8500 Wireless that I purchased from Costco in sometime in mid-December.

 

- I uploaded HP's firmware upgrade based on HP's recommendation.

- I followed HP's instructions TO THE LETTER

- The result is a BSOD with the code B8084644.  The printer is USELESS.

 

I called their customer support center in India on March 3rd, and spoke with a young woman who assured me that the problem would be taken care of with a HP Exchange, and to expect a FEDEX package.  This was after trying a reset, and after I had informed her that I did not have the reciept anymore.

 

Today, I decided to check on the status.  Not only is there no shipping data, the current status is "proof of purchase pending."  When I called, the person on the other end told me that they needed a reciept.  When I informed them that I did not have the reciept, he informed me that I should go back to Costco and see if they could somehow reprint one - FAIL HP ... FAIL.

 

 

Honor Student
Posts: 2
Member Since: ‎03-07-2011
Message 6 of 9 (3,195 Views)

Re: 8500 Pro All in One - Blue Screen & not able to communicate with Printer

UPDATE:

 

I just spoke with a HP Case Manager named Dwayne, who actually listened to my side of things and resolved the problem!

 

I should have a new printer by the 11th of March.  :smileyvery-happy:

 

GREAT JOB HP!!!

Tutor
Posts: 12
Member Since: ‎12-22-2009
Message 7 of 9 (3,062 Views)

For Expert Day (4/26/11): OfficeJet 8500 A909g - Questions

Re OfficeJet 8500 A909g

 

I have:

Windows XP SP3

Lenovo T61p

 

* Why does it fall asleep, and not wake up, unless you pull the power cord out, and put back in?

* Why does it blue screen crash when you print index cards, landscape?

* Scanning: is there a way to set default scan size as 8.5 x 11 instead of 8.5 x 14?

Tutor
Posts: 12
Member Since: ‎12-22-2009
Message 8 of 9 (3,057 Views)

Re: 8500 Pro All in One - Blue Screen & not able to communicate with Printer

Very jealous....My case manager, did not replace my printer for free.  She offered me a discount on a new one.  I said no thank you.

 

So, I still have an OfficeJet 8500, that does NOT work the way it is supposed to, and fails at the worst times.

 

Dwayne, if you are out there, and can help me, please get in touch with me.

 

 

HP Support Agent
Posts: 7,692
Member Since: ‎10-12-2016
Message 9 of 9 (441 Views)

Re: HP all-in-one fax disabled

@fairwinds,

You are welcome.

 

I am happy to know that the issue has resolved after contacting phone support team.

 

I also appreciate your time and patience.

 

Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

 

You have a good day ahead.

Rainbow23
I am an HP Employee

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