01-13-2018 10:11 AM
It is almost 3 weeks that I’m trying to open a case without success. I do have email and password registered and working but to open a case the site asks to run a second registration to the support portal.
I’ve tried SEVERAL times, with different emails and I NEVER get the confirmation email on which confirm the registration!!! Checked everything, spam and again different address. It NEVER send the confirmation and therefore I can’t open a case..... Pretty ridiculous....
Of course I don’t want to spend hours on the phone with an operator to re-explain everything which would be pretty clear if just an HP support manager would be directed to read this forum thread....
01-13-2018 10:25 AM
01-14-2018 01:42 AM - edited 01-14-2018 02:11 AM
I can verify that the problem is still there. USB printing with M553 does only work for very few random documents - may be those created with 10.13 OS. Even test page printing fails with xshow-error. I have reinstalled printer from scratch with the latest driver from HP. I got a message that /Library/Extensions/hp_io_printerclassdriver_enabler.kext could not be installed during the installation - but HP Installer thought the installation went OK ...
The only solution seems to be to use the HP AirPrint driver. Canon USB printing do work. So it is an HP issue.
01-16-2018 11:42 AM
I successfully opened a case with HP support. They now at least admit it's a known issue "... Known Issue - Will elevate to request FW update for this printer".
However, they closed the case "since it's now moved into the team that develops drivers".
So it's clear that technical support is MBO'ed on closing cases, NOT on solving customer issues. I opened a new case, referring to the closed case. I'll wait until they get back to me, and if not satisfactory, I'll throw it on social media. This is just unbelievable...
01-16-2018 12:03 PM
I don't have a HP account which would allow me to open cases, but I am a Apple Developer and so I could file a bug report there. It was marked a "duplicate" a while ago, which means that somebody has actively identified my report to match another existing bug report, which is a good sign. They also stated that the issue is "still under investigation".
Important detail: even if my bug report was considered a duplicate, Apple did not close it, and they promise to keep me informed about progress. However, secretive as Apple is, they do not disclose any details, and explicitly do not want to provide any timeline information.
At least, the problem is now recognized at both HP and Apple at the technical level - so there's hope...