33.02.01 Used board/disk installed

[Jim_C704]

We purchased two M611s last spring/summer.  Both of these printers, after they were turned on for the first time, came up with the 33.02.01 Used board/disk installed message.  The first one, HP sent out a technician and got the printer fixed.  The second one wasn't installed until a couple months after the first one since the rooms construction wasn't completed yet.  When we did install the second one, we had the same error.  After working with support over a period of a couple months, they told us to send this printer back to CDW and get a new one.  With some reluctance and having to eat a 30% restocking fee, we sent it back and finally, just this past week, received our new M611,  Installed it, turned it on, and (Guess what), it comes up with the 33.02.01 Used board/disk installed.  I'm shocked and don't even know what to think about this.  Has anyone ever seen this on a new printer before?  A new M611 before?  I don't know how this happens.  I can see the first two maybe coming from the same batch.  But, it's been over 6 months to get this third one and it was on backorder.  Any thoughts or feedback is appreciated.

[Repairatrooper]

There is a noted issue on this relating to some units when firmware is upgraded from 4.8.1 or 4.9 to a newer firmware. The fix is to perform a partial clean on the hard drive (personally I would recommend format the drive) and then install a firmware that is at least 4.9.1 or greater. All these functions are done from the preboot menu. At support.hp.com download the current firmware and the firmware readme, as the readme contains instructions on how to access the preboot menus and perform the fimrware upgrades. 

[Jim_C704]

Thanks for your reply.  However, we did not upgrade the firmware on the printer.  This error was right out of the box, brand new, first time plugged in.  Thanks

[Repairatrooper]

I have never run into this issue out of box, it is possible that the device was tested in manufacture with a different firmware and updated but never tested. Does formatting and reinstalling eliminate the issue? Did you want a definitive explanation or a possible solution? 

[Jim_C704]

Thanks for the reply.  We're sending it back.  We did try the format.  But no luck.  I don't know that I want a solution or just to hear if others have had similar experiences with this model of printer.  3 of them having the same problem over a period of 6+ months seems very weird.  I've been an HP printer advocate for a very long time (despite some things they've done that I didn't agree with).  But, this problem is a tough one to sell the company.  They're considering switching to a different brand.  

[Repairatrooper]

I agree it is very odd and I think your caution is justified in your case. We sell hundreds of HP products a month, not retail, enterprise products and I have never run into the issue you have out of box. That it happened 3 times to you is very disheartening. But they all have issues, I configured a Lexmark for a client a couple of weeks ago and one bushing on the pickup drive was never installed from the factory.