Sapphire Software Solutions

[Betel23]

Hi folks.

I had trouble with my printer communicating with the cartridges last night, your online help put me in touch with:-

Sapphire Software Solutions  Who really tried to sell me Firewall software £800.
i didn’t know HP sanctioned this type of selling.

Please confirm.

Regards

[Dragon-Fur]

@Betel23 

Welcome to the HP Community Forum.

I'm sorry that happened to you.

I will forward your concern to our Moderator team.

What happened?

It was a scam site -- there are many, many of these on the Internet.

HP does not sell firewall software as a means to fix any printer issues.

HP does not, in fact, have any interest in your Firewall -- your network is yours to protect.

HP will not call you, challenge you, or try to get remote access to your device and then tell you your computer is full of bugs.

Not.

Real HP sites never put you in touch with scammers.

Hopefully you did not give these people any of your personal information.

If you did let someone into your computer, consider anything to which they had access as compromised.

For example, this includes private documents, bank records, passwords, medical data, pictures of your children.

Now that you have found the HP Community, you know that we are embedded in the HP website.

Not your region?  Scroll down and click the Flag for your location.

Support links, contacts, and ways to get help for your HP products are here.

What else?

The "Real Deal"

123.hp.com - Printer setup from the HP® Official site

https://123.hp.com/

The official HP 123 site is where you can find the appropriate (and free) software and drivers for your printer.

• There are several “fake” sites listed (in search engines) for “123” – please make sure you are using the actual “HP” site.

• If you are asked for money to correct "issues" on your computer OR if the “help” wants to log into your computer, you are using a “fake” site. Do not give these people your information! 

From HP:  HP Fraud Alert: Protect Yourself from Scams, Report Suspicious Calls

Document includes links to USA and Canadian authorities to report the incident.

Excerpted

Recently, HP has seen an increased number of third-party support websites selling HP driver downloads or diagnostic tools. Many of these websites use the HP trademark symbol and claim to be official HP distributors.

If your product supports your operating system, HP offers your driver and software at no additional cost through the HP website.

Use caution when dealing with any website that asks you to pay for HP driver downloads or tools that claim to diagnose your HP products. These websites might not be affiliated with HP in any way.

Do not install BIOS updates from a motherboard manufacturer's website. Only install BIOS updates from HP. Installing BIOS updates from the motherboard manufacturer can prevent the computer from accepting an HP system recovery. This could result in a loss of data.

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Question / Concern Answered, Click "Accept as Solution"

[Treeko · Accepted solution]

Hi @Betel23,

Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you. 

I see that you are facing cartridge issues with HP ENVY 5020 All-In-One Printer.

To isolate the issue, I would request you to elaborate the defect you are referring to.

Meanwhile, you can perform the steps mentioned in this link.
 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

I hope this helps.

Take care and have a good day.

Treeko

HP Support