5542 locks with Error, updates f/w on re-boot to Ver not available for d'load online - Dodgy?

[THE_GEZZA]

So to clarify the subject line, my HP Envy 5542 flashed up an error code - 0xB83B8560 - which Google doesnt find anything on.  I power off then back on and the device starts doing a firmware upgrade.  When it finishes, I have a look to see what its done and it has upgraded to Firmware Version NBP1CN2023AR, with a build date of 2020-06-04 (a UK date format I think).

OK - didn't ask for it but to check it out, I go to the model support pages online, check out firmware downloads and there is no such update listed.  The last firmware update is from Aug 8, 2018, with Version 1831A and filename EN5540_R1831A.exe.

So how do I know if this firmware upgrade is for real? I tried to downgrade the firmware, using the above, but it wont allow it, even though it sees the printer.

I doubt it has been 'assimilated'  by the collective but equally somewhat strange.  How do I verify all is OK?

[sandytechy20]

@THE_GEZZA

Welcome to the HP support community.

There is no option to downgrade the firmware or check if that is genuine unless it is mentioned in the HP support site.

The latest firmware is 2023A and the release date is on Jul 23, 2020.

Click here to download and update the firmware.

I hope that helps.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[THE_GEZZA]

@Sandytechy20

thanks for your reply.  I have downloaded and run this.  It finds the printer in the HP Printer Update but status says Up-To-Date and I cannot select it to update.

From the printer's Embedded Web Server it notes that the Firmware Version is NBP1CN2023AR with a Built Date of 2020-06-04.  (I presume this is the one it auto updated to).  The one you have linked to is now on the HP support pages (wasn't when I first posted) with a Release Date of July 23rd and a version of 2023A.

Are they the same?  One would think not given they have different dates but how do I find out when HP uses two conflicting naming conventions (which is silly)?

Thanks

[sandytechy20]

@THE_GEZZA

This might require one on one interaction to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

Cheers.

[THE_GEZZA]

@Sandytechy20

You have requested I talk to HP Support, and provided instructions on how to do so.  Unfortunately, it is not as you explain.

1. Clicked on link and immediately asked for Country - UK selected.  All good so far.

2. I'm now asked to either Sign In for easiest path to all of your support options, or select your product type below.  Below these two options is a section Other Support Options, with HP Printer Help?, HP Computer Help, Use HP Support Assistant, Check Repair status and others.

3. Selected Printer under product type. Entered serial number.  Next Page comes up asking How can we help you?  The three options are Online Support (Virtual Agent), HP Support Community, HP Phone Support (Fee Based).

4. Chose Virtual Agent - got nowhere.  Have done HP Support Community - That's where we are now!!  So the only option is Fee Based Phone Support.

So the issue is - have I gone the wrong way from your instructions, or am I in the right place, albeit not quite how you set out?

I did not get a "Show Options" nor do I have a Web-form to fill out, so no case number and phone number.

[sandytechy20]

@THE_GEZZA

I am sending you a private message with the steps to talk to HP's support. Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

Cheers.

[THE_GEZZA]

Thanks Sandytech20.  Have read and responded just now.

[sandytechy20]

@THE_GEZZA

You can take the printer to the local service center and check if they can help you:-

Here is a link to contact HP Service Centers, by Country/Region: Click here

I hope that helps.

Cheers.