OfficeJet Pro 8730 continuously crashing after accepting update

[mwal77]

I tapped the printer screen to install an update. Now any time the printer restarts, it says 'downloading 100%' then the wifi light blinks and the printer system crashes, leaving all lights flashing simultaneously. The error message reads: "ASSERT: 0x0112e9aa  code image: sox  file: rfs_drv.c  line: 274".  I have tried a full reset, flash, audit options and it always returns to the same problem. I have tried putting the printer right beside the wifi router, and connecting directly via USB, ethernet. When I connect the printer directly to my PC via USB, Windows recognises that a device has been plugged in but drops the device when the printer crashes. I cannot get the printer into a stable/ready state and therefore cannot apply a firmware update. Is there any way to do a physical hard reset of the printer, or a way to reverse the update that is causing repeated crashing? The printer is literally only three months old and it has been rendered completely unuseable.

[Dvortex]

Hello, @mwal77 - Hope you are well 🙂

Thank you for becoming an HP Forum member. It is a great location to get help from the community, get suggestions and find what has worked for others!

Going through your post, this looks like a printer firmware issue. While I am not sure of any steps to revert the software update on your printer, let's try performing a full factory reset on the printer as a last resort. I am sending you a private message with the steps to reset the printer. Please check the mailbox icon at the top-right corner of this screen.

Let me know how that goes!

Good luck!

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[mwal77]

I have tried the solution you suggest and sent a repy via private message (not sure why it has to be private?). As I say in the private message, pressing BL four times has no effect in the short window between when I turn the printer on and it crashes.

[Dvortex]

Hello, @mwal77

Appreciate your efforts 🙂

It looks like a printer hardware issue. I would suggest contacting the HP phone support to get further assistance or to get the printer serviced.

You can visit http://www.support.hp.com/contact-hp and fill in your product details to get the tech support number.

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

If you have any troubles, let me know and I will do my best to help!

Cheers 🙂

Please click "Accepted Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[mwal77]

I contacted support and they said they would escale the issue for me.  I was told I'd get a call back within 48 hours which hasn't happened. I knew I shouldn't have believed it. Only recourse now seems to be to return the unit to the reseller. Very disappointing outcome of supposed technical support for someone who has trusted HP products in the past (currently on my second HP desktop). It's unacceptable that HP would have no solution and that a three month old printer is rendered unuseable. 

[MKazi]

@mwal77

I have brought your issue to the attention of an appropriate team within HP. 

They will likely request information from you in order to look up your case details or product serial number. 
Please look for a private message from an identified HP contact. 

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

Thank you for visiting the HP Support Forum

[mwal77]

So that anyone considering purchasing the OfficeJet Pro 8730 is aware, HP has not provided any solution to a known problem, namely the execution of arbitrary code (https://support.hp.com/nz-en/document/c05462914), which has rendered a perfectly functioning printer completely useless.

A vulnerability with their product, and yet all they're offering it so replace a 3-month old printer with a reconditioned product. Customer pays €300 for brand new printer; through no fault of their own they end up with a reconditioned product after three months?

A totally unacceptable situation for a supposedly reputable brand.