Critical error

[Unhappynewbee]

• Error message 'critical error has occurred. Restart etc. Brand new just out the box and failed. Any ideas? Supposed to contact support representative but don't have one as purchased from HP themselves 

[Unhappynewbee]

OK I can see I'm not alone on this. The error seems to be an update issue, as I do not have a USB port on my Apple mac nor the time /knowledge to resolve the issue, I need a guidance on how to get Envy to do what it states on the box PRINT!! 

[Garp_senchau]

@Unhappynewbee, Welcome to HP Support Community,

Thank you for posting your query regarding the critical error on your unit; I’m here to help by guiding you through steps to resolve this issue

Restart the Printer

1. Turn off the printer.

2. Unplug the power cord from the back of the printer.

3. Press and hold the power button for 30 seconds.

4. Plug the power cord back in. Note: Make sure to plug the power cord directly to the power outlet.

5. Turn on the printer.

Run HP Print and Scan Doctor (Windows only):

• Download and run the HP Print and Scan Doctor tool. Follow the prompts to diagnose and fix common printing issues.

Update Printer Firmware (Update the firmware on an HP printer | HP® Support)

• Go to the HP Customer Support - Software and Driver Downloads page. Enter your printer model number and search for the latest firmware update. Follow the instructions to download and install the firmware update.

I hope these steps help resolve the issue

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going! 

Regards,

[Unhappynewbee]

What a shambles HP are! Their technical department has confirmed my brand new printer needs to be returned as their is fault that cannot be rectified, HOWEVER as it is a brand new printer to receive a replacement I would need to speak to another department (the telephone number given out on 3 seperate phone calls - yes you read that correctly is the WRONG NUMBER) eventually I managed to get a case reference that was recognised across HP departments and bingo and rang in for the 3rd time on the wrong number and internally transferred to the correct number ONLY TO BE CUT OFF! I've raised a complaint through PayPal too but got nowhere as the case number wasn't recognised by THEM & the case automatically closed after 20 days! Yep even PayPal couldn't motivate HP to provide a solution!!!!!!! . PLEASE HOW DO I GET HP TO TAKE OWNERSHIP OF THIS  PRiNTER confirmed by their own technicial team as FAULTY AND SEND ME A LABEL TO RETURN IT????  I have now spent in excess of 4 hours trying to get a resolution. 

[Garp_senchau]

Hey @Unhappynewbee, 

Thanks for reaching out! Since the issue remains unresolved, I suggest contacting our phone support team for personalized assistance. They can provide one-on-one help and may even be able to work their remote assistance magic to fix the problem.

Note: There might be a nominal charge for the service they provide.

Regards,

[Unhappynewbee]

Thank you for your message, sadly exhausted that avenue (it was my first point of call) and the conversation lasted 42 minutes and reached the conclusion that the printer was faulty and needed replacing, I'll put you through (Opps sorry I can only offer you a refurbished one for your brand new that failed in set up, let me put you through to a department that can help you, sorry we can't help you can you phone this number!!!!!!!!!!! 

In total spent in excess of 5 hours (YES YOU READ THIS CORRECTLY 5 HOURS)   on calls trying to establish how to return the faulty printer as no follow up from HP.

Excalated through PayPal and the incompetence continued. Seems HP has so many operating systems and none speak to each other, meaning the only department who can rectify the issue is technical who drop the calls, pass me onto other departments etc.

The CUSTOMER EXPERIENCE IS Dreadful for a tech company!!!!!!

HP clearly needs to stream line their system. Evaluate the info available to consumers on their website and STOP PRETENDING THAT PROBLEMS NEVER OCCUR. Make available a straight forward reporting system when a problem occurs. It's utterly rediculous and should act as a warning to others not to buy direct from HP!!!!!!!!!!!!!