HP 1022NW no wireless connection after firmware update

[bigrich99]

Thanks for the info chrislane - I've also sent a message now.

Rich

[sax]

Thank you. I sent a message too.

Alessandro

[bigrich99]

I got a call back from the MD problem team on Friday in response to my message to the MD - primarily to offer me a replacement printer (1022NW or latest equivalent if no old stock).  I accepted the offer (and am expecting to hear back from them with shipping details in the next week) but re-iterated that they really need to get the technical people on the case to resolve the root cause.  The guy calling admitted he was not technical but said he had been told that the 1022N and 1022NW should use the exact same firmware, to which I replied that if that is true then the firmware is simply faulty (I'm still not convinced based on our own investigations).  I asked him to please escalate to their technical support team for someone who is technical to please get onto the case to investigate properly and he assured me he would do so ... 

Obviously just replacing printers every time someone downloads and installs the faulty firmware is neither a satisfactory solution for the client nor a cost-efficient option for HP so hopefully someone there with some common sense will realise this and get the right people involved!

The guy I spoke to claimed he was not aware that anyone else other than me was affected.  I pointed out that it is clear from this thread (which he evidently hadn't looked at even though I'd highlighted it in my message) that this is not an isolated problem and that the number of affected customers will continue to grow as more download the firmware but the more people that contact the MD the more likely they are to realise that there really is a bigger problem, so if you missed the link in the earlier thread - escalate your problem to the MD at https://h41268.www4.hp.com/live/index.aspx?qid=12350

Regards

Rich

[simongj]

I just sent a message too, lets hope they do something about this..

[chrislane]

Hi Rich

Really glad you have had some success - I keep being asked to contact the technical support team and I keep telling them that they can't help!  Fingers crossed I will be offered a replacement printer too 🙂

Chris

[Siderex]

I contacted HP; they said that the printer is not under guaranty anymore, and they cannot do anything for me...

[bigrich99]

Yeah Siderex that's their standard response - the only option is MD escalation as per previous posts.  Quite scandalous really that they can release a 'RECOMMENDED SECURITY UPDATE" like this then take no responsibility for it when it breaks the product.  Pointing out that this will be raised with Trading Standards, BBC Watchdog and the press can't do any harm either.  I, for one, will not hesitate to resort to any/all of those if I do not see it resolved satisfactorily.  I'm sure the HP MD does not want to have to explain this to Anne Robinson on TV ...

There may be hope though .... I got another call from them on Thursday but not to confirm delivery of a new printer as originally promised, rather to say they don't have any stock of 1022NW (no surprise there) and they're keeping the new printer option on hold for now (somebody woke up and realised that's a rather expensive solution to a firmware issue!!!).  Instead they have engaged someone from the tech support team to investigate the actual firmware issue.

I was asked to go through the factory reset procedure, confirm the firmware revision, print off a copy of the printer config page to scan and email to them and a screen shot of the printer's web interface (missing the WiFi configuration of course) and I added a photo showing the bue WiFi LED permanently on for good measure.

I also included detail on why it looks like the wrong firmware for the printer in the hope that someone will read that and go 'oh shucks that certainly isn't right we need to fix that' .... well here's hoping anyway

Regards

Rich

[bigrich99]

I've just received a call back to confirm that there is indeed a problem with the firmware and that the faulty update should be withdrawn from the HP website sometime soon (up to 2 weeks) and will be followed with an update to correct the issue in due course, no specific timeframe specified but supposedly within the next few weeks, so I suppose that could mean around a month.

They also confirmed they will *not* be replacing affected printers as the revised firmware should resolve the problem when available and confirmed they are only aware of 4 cases which have been escalated to MD level but acknowledged there could be many more people affected.  My MD case has now been closed as the MD team consider the issue is now progressing with the technical team.

Regards

Rich

[alprov]

I got a call from HP as well, and was told exactly the same thing.

[Shane_R]

I saw that HP released a new firmware for several of their printer's, but this one wasn't on the list.  I'm looking into if and if so, when, a firmware update will be made available.  I'll let you know when I hear something.