Envy 100 stuck in update loop

[drmezan]

After successfully setting up the printer, I was told under Tools that "updates were available for the device" and it recommended downloading and installing them. The printer downloaded and installed two of them, then on the third got stuck with the message, "Do not power down during update", and has remained there ever since. I have shut down the machine, removed the power cord, left it for an hour, started it up again, and no change. I've tried this four times now. Same message on the screen -- 24 hours later. Any ideas how to get  out of this loop?

[amadoheli]

Ditto. If anyone from HP knows how to solve this problem, please help us out.

For me, during the update, the printer hangs on "Installing 3 of 3" updates. It has been stuck there for hours.

[ylnj]

I ran into exactly the same problem. In my case, it went all the way to "updating 5 of 5" and counting down to 00:00:01, and then it was stuck in a loop displaying "do not power off when updating program", or something like that. It was in the loop overnight.

I remove the power cable for 5 minutes, and plug it back in. But that didn't help, as it just went right back to the loop after initializing. So, I gave up, unplugged the power cable and went to work.

To my surprise, when I plugged it back in some 10 hours later, it recovered. Not sure what did the trick. The longer down time may be a factor. The other difference I can think of is that when I unplugged it the second time, I didn't turn it off first, while the time before, I unplugged only after first turning it off.

Hope someone else finds this helpful.

[r40734]

I'm in the same boat...

Update: After 23 hours of "updating" the printer rebooted itself and is now working fine.  It would be nice to have an answer to this problem in case it happens again.  It makes me very unlikely to accept updates in the future.

[Kbrant]

I'm having the exact same problem.  The update stuck at 2 of 3 for hours and eventually I received a message than the update was not successful. This happened several times and then it finally stuck on the 'Do not power down during update' message. Which was on for over 24 hours before I pulled the plug, powered down, uninstalled drivers and anything else I could think of. I'm now stuck on the 'Do not power down during update' message. Calling HP support and probably returning and trading for a Canon.

[cturpin]

when looking on the list of jobs i have completed     they are all the date of 10-14.....we did not purchase the printer until dec.

can this be corrected???

[BRBonowicz]

Did you ever solve this? My printer is also stuck in this loop. 

[offshore]

Maybe this is helpful - wasn't for me...

[Monday, December 13, 2010 6:06 AM] -- Automatically generated message:
Your support request has been submitted and is in queue. Please wait momentarily while the system connects you with the next available support specialist.
 
[Monday, December 13, 2010 6:06 AM] -- Automatically generated message:
You are now chatting with support specialist Savitri B.
 
[Monday, December 13, 2010 6:07 AM] -- Savitri B says:
Welcome to HP Total Care for All in One printer Support. My name is Savitri B. Please give me a few moments while I review your problem description details.

NOTE: For security reasons, PLEASE DO NOT send credit card information via chat.

 
[Monday, December 13, 2010 6:07 AM] -- Savitri B says:
Hello Joe
 
[Monday, December 13, 2010 6:08 AM] -- Joe Schmoe says:
hey
 
[Monday, December 13, 2010 6:08 AM] -- Savitri B says:
I am glad to help you in this regard.
 
[Monday, December 13, 2010 6:09 AM] -- Joe Schmoe says:
still there?
 
[Monday, December 13, 2010 6:09 AM] -- Savitri B says:
May I confirm your printer model as HP Envy eAll-in-One Printer D410a, serial number as [text removed for privacy], product number as CN517A and Email address [text removed for privacy]?

 
[Monday, December 13, 2010 6:10 AM] -- Joe Schmoe says:
yes
 
[Monday, December 13, 2010 6:10 AM] -- Savitri B says:
Thank you for the confirmation.
 
[Monday, December 13, 2010 6:11 AM] -- Savitri B says:
Could you please elaborate on this issue? Thank you.
 
[Monday, December 13, 2010 6:13 AM] -- Joe Schmoe says:
have you checked the link I sent? Basically, on step 5 of 5 of the update the printer encountered an error. I had a choice to retry or continue without the update. I continued without the update. The printer said "do not power down during update", and that message remained for over 4 hours. I restarted, and the same message has been there for 10-12 hours now...
 
[Monday, December 13, 2010 6:13 AM] -- Savitri B says:
Thank you for all the details provided.
 
[Monday, December 13, 2010 6:15 AM] -- Savitri B says:
Let's perform power cycle and let's check.

1. Unplug the power cable from the back of the printer.

2. Wait 60 seconds.

3. Re-plug the power cable from the back of the printer to the wall outlet directly.
 
[Monday, December 13, 2010 6:15 AM] -- Savitri B says:
And then let me know the result.
 
[Monday, December 13, 2010 6:15 AM] -- Joe Schmoe says:
counting down...
 
[Monday, December 13, 2010 6:15 AM] -- Savitri B says:
Alright. In the mean time, may I know the date of purchase and from where you have purchased the printer?
 
[Monday, December 13, 2010 6:16 AM] -- Joe Schmoe says:
purchased 2-3 weeks ago from Best Buy
 
[Monday, December 13, 2010 6:17 AM] -- Savitri B says:
Thank you for the details. Let me know the result after performing power cycle.
 
[Monday, December 13, 2010 6:18 AM] -- Joe Schmoe says:
inv # 23667655 (on the box...)
 
[Monday, December 13, 2010 6:18 AM] -- Joe Schmoe says:
rebooting the printer now...
 
[Monday, December 13, 2010 6:18 AM] -- Savitri B says:
Please go ahead.
 
[Monday, December 13, 2010 6:19 AM] -- Joe Schmoe says:
"Do not power down during update" is on the panel...
 
[Monday, December 13, 2010 6:20 AM] -- Savitri B says:
Joe, I know how upsetting this is for you. I believe the issue is internally with your printer hardware. However, I request you to go back to the store from where you have purchased and ask for the replacement. They should replace with a new one as they will be having 15 days standard warranty to replace the printer from the date of purchase.
 
[Monday, December 13, 2010 6:20 AM] -- Savitri B says:
However, we can also replace your printer but it will take 5 to 7 business working days from now. Either you may get a new replaced one or refurbished printer. It depends on the stock what HP has.
 
[Monday, December 13, 2010 6:21 AM] -- Savitri B says:
Joe, is it okay to go back to the store and ask for the replacement printer?
 
[Monday, December 13, 2010 6:21 AM] -- Joe Schmoe says:
I'm on an oil rig with no means to do so - is there a higher level of technical support that can assist me?
 
[Monday, December 13, 2010 6:24 AM] -- Savitri B says:
May I know where exactly you are located?
 
[Monday, December 13, 2010 6:26 AM] -- Joe Schmoe says:
N 24.1 W 90.1 - Gulf of mexico...
 
[Monday, December 13, 2010 6:30 AM] -- Savitri B says:
Thank you for the details. Since, the issue is with the printer hardware, and we cannot resolve it through online now. However, better option I suggest you to contact HP Phone support team at 1-800-474-6836

 
[Monday, December 13, 2010 6:30 AM] -- Savitri B says:
They will be in a better position to help you in this regard.
 
[Monday, December 13, 2010 6:31 AM] -- Joe Schmoe says:
Is there a master reset button that can take me back to factory defaults?
 
[Monday, December 13, 2010 6:33 AM] -- Savitri B says:
I wish I could provide you that, but for that the printer should be turned ON and there should be no error messages on the printer screen.
 
[Monday, December 13, 2010 6:34 AM] -- Savitri B says:
However, we can try the steps:

Note: A semi-full reset will do the following:
The user settings to the factory defaults, Language and country settings on some models, Fax logs, Fax headers, Fax speed dial information.

 
[Monday, December 13, 2010 6:34 AM] -- Savitri B says:
Reset the All-in-One to the factory default settings by using these instructions:

1. Select "Return symbol (bottom left), Home Symbol (top left), Cancel (bottom right) & Home symbol (top left) symbols present to left of touch screen.
2. Wait for 30 seconds. You will receive "Support Menu".
3. Use Left or Right arrow to select "Resets Menu" and press OK.
4. Use left or Right arrow to select "Semi Full Reset" and press OK.

Note: You can find Home Symbol (Top left), Arrow Symbol (Middle), Return Symbol (Bottom left) & Cancel button (bottom right) of printer display. They are not illuminated. Please observe keenly. Even though they are not illuminated, please press them as given in Step 1. Support Menu will appear on the printer screen.

 
[Monday, December 13, 2010 6:35 AM] -- Savitri B says:
Please try with the above mentioned steps. If you have further difficulties, contact our HP Phone support team at 1-800-474-6836.

 
[Monday, December 13, 2010 6:35 AM] -- Savitri B says:
Is that fine, Joe?
 
[Monday, December 13, 2010 6:35 AM] -- Joe Schmoe says:
These symbols aren't available - just the power symbol is illuminated.
 
[Monday, December 13, 2010 6:36 AM] -- Joe Schmoe says:
Also, a phone call is prohibitively expensive (satellite). what other options do I have during this chat?
 
[Monday, December 13, 2010 6:38 AM] -- Savitri B says:
That means the issue is internally with the printer hardware and it can't be resolved over the chat session as we have limited access and options. However, for better options, I suggest you to contact our phone support team as we don't have other options during this chat.
 
[Monday, December 13, 2010 6:38 AM] -- Savitri B says:
We sincerely apologize for the inconvenience and look forward to assist you. I hope you understand our limitations.
 
[Monday, December 13, 2010 6:39 AM] -- Joe Schmoe says:
I really don't understand - what options does phone support have that you don't?
 
[Monday, December 13, 2010 6:41 AM] -- Savitri B says:
Joe, we have limited access. They have options like remotely loggin on to customer's computer. They have an option of replacing the printer hardware but as you are in an oil rig, we don't have an other options. I am sorry for that.
 
[Monday, December 13, 2010 6:42 AM] -- Joe Schmoe says:
So much for world class support...later...

[offshore]

It just keeps getting better - printer still prints - the screen is busy, but it prints!  So, the cartridge runs out of ink after about 50 pages of printing - arrgghh. There are many Best Buy stores in the middle of the ocean, but luckily, we brought an extra cartridge.  Popped it in, and we're back printing. 

Then, a popup is displayed saying I can retrieve a reward for using genuine HP cartridges. So, I say sure - message below:

TRY AGAIN NEXT TIME!

Our apologies. But it looks like a reward has already been claimed for this cartridge. Don't forget to try again with your next Genuine HP cartridge. And thanks for your business.

Go to About Rewards to learn more.

If you feel that you reached this page in error, please review the Technical Issues for more information.

Jeez!

[Paul891]

My Envy 100 is doing the same thing stuck in the loop very slowly downloading update 2 of 5. This is a shame as the machine had been working well up to this point. Has HP got any answers yet?