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Zsolt_EHV
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Message 1 of 2
34
Flag Post

Good old Exception code 0xe06d7363 back again

‎12-30-2020 01:58 AM

HP Recommended
Product: Envy 5540
Operating System: Microsoft Windows 10 (64-bit)

Recently HP notified me that an update is available for my Basic Driver package for my printer. So I thought I give it a try...

Well, after installing the new version I was unable to access Printing Preferences as I continuously getting a "Function address xxxxxxx caused protection fault. (exception code 0xe06d7363)The application property sheet page(s) may not function properly." message.

 

I followed the usual process (delete apps, remove printer, check if driver remains/delete it from Devices, reboot etc) and added the printer just by Windows detecting it. Guess: same problem if I allow Windows to download the printer management software which is offered.

 

Current solution? Reinstalling the ORIGINAL software which came on a CD with the printer (thus reverting way back in application software version) is a resolution. Any update on this package ruins my printer.

 

Couple of things made me disappointed in HP:

  1. This problem seems to be rather old, but I do not see (neither on the forum nor on any ways on the Web) an official report/addressing the problem by HP
  2. It is almost impossible to talk with a support representative (chat robot there, to which you could not explain such a complex problem)
  3. Once the chat bot gives up, it asks your serial and product number and say "sorry, you are out of warranty" - which is true, but it is NOT the printer which I have a problem, but a RECENT software update by HP, for which they should provide support.

The printer itself is good for the purpose, it is a shame that the company behind it not so well.

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Betty0610
HP Support Agent
HP Support Agent
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Message 2 of 2
Flag Post

‎01-08-2021 01:31 PM

HP Recommended

@Zsolt_EHV

 

Welcome to the HP Support Community. 

 

We shall escalate this case.

 

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

 

Thank you for visiting the HP Support Community.


I am an HP Employee

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