Envy 100 stuck in update loop

[offshore]

Just got off the phone with "voice" technical support - asked them to post some of the troubleshooting steps to this board - no faith it will happen.  too bad - this little printer started out to be so cool!  I'm working a return/refund at this point - argh!

[offshore]

Latest - nobody has a "fix" (reset button/sequence...) for this issue - I finally got a service ticket number to replace my printer - although with shipping over the holidays, I might go for a refund and purchase another locally.

Tier 2 support was much more considerate than the folks in Guatamala City.  Melissa was the person assigned to my case.

All this rant begs the question - is HP reading these posts?  I dont think they are.  Shame on them...

[RodS7]

Don't want to get anyone's hopes up, but this is what happened to me:

Called customer support (800-474-6836), eventually was escalated to "engineering", got following advice:

With printer on (still showing "Do not power off..,.etc"), while pressing power button disconnect power cord. Wait 30 sec, while still pressing power button, reconnect power cord.

Unhappily same message appeared, and was told to exchange printer where I bought it. Was late for a meeting, so ran off for an hour, then returned to box up printer for return. Would you believe, it was asleep with power button only glowing, which when pressed went straight to familiar home screen. Seems to be fine.

Who knows - it might work for you.

[sachstm]

I had the same "Envy 100 stuck in update loop" problem, a temporary fix for me was to open the print cartridge area and after a minute or two the Envy's Main Menu displayed.  Of course this only gets the printer out of the loop, but doesn't solve the core issue.

[McgLnx]

Hi there,

I had the same issue as well.It looks that HP engineer do not test there products - may-be due to a pressure from their management? cost-cutting stratgey? Looks to be a 'sell-and-forget' way to handle the business.

After 3 hours spent by phone, I finally spoke with a technician who provided me the button sequence to get access to the hidden system menu. From there, you need to find the Semi-Full-Reset menu entry (strange name)

This sequence will reset the printer to an initial state. You'll have to re-enter everything from the begining - just as you've just bought it. But for me it worked.

First you need to find the touch buttons around the touch screen as they'll be possibly blacked-out in case of bug.

• Top Left, you have the "Home" button. We'll call it TL
• Botton Left. you have the "Back" button. BL.
• Boton Right, the 'Close' button (red arrow). Let's call it BR.

Now, you need to know 2 sequences. I don't know which one will work for you. I had to try both before getting the result.

First Sequence is  BL - TL - BR - LT

Seconde sequence is BL - TL - BR - BL (Like a triangle)

I had to restart the printer 2/3 times and played these sequences many time before accessing a 'secret' menu. I went to a shop where a printer was there for exposition, and trained before making sure I was right.

Once you got the "secret menu" - you need to navigate, and find the 'Resets -> Semi - Full reset' Menu.

It worked for me!

HTH.

[Dennis13]

My envy 100 is stuck in a software update loop. I can print to it but the screen is frozen saying "do not power down..." Any fix for this that actually works?

[Tamzo]

 I am experiencing the same problem. Soon as the upgrade started it did the count down and then froze here. Strangely I can print to it. Did any one get a resolution that didn't require a new printer?

[Ravenwings]

Sounds like my support!!!

This would be funny if it wasn't such a problem. HP has lost all credibility as far as I am concerned. NO more HP products for me.  Go through it all and still no help.  And guess what if you call them on the phone they talk with such an

accent (lack of English) that you can not understand a word they are saying.  Their techs know a whole lot less than I

do.

[pmille01]

So there are 2 long threads on this problem?  AND, it goes back a month or so.

So it is clear to me now that HP has no plans to fix this.

[qcasares]

I have the same issue.  Interesting, I bought my Envy from Apple but they rarely exchange products from other manufacturers.  I'm going to need to keep on and on and on and on at HP to either resolve this or replace.

I would recommend using Twitter and Facebook to make other people aware so they won't end up with a very expensive paper weight.

Q