Warranty issue unresolved - after 4 days of AI interaction

[Eddie353]

My printer (in warranty) has developed a problem where all lights flash on powering up, so you can't acess it via USB or wireless, facory resets doesn't clear the problem. For 4 DAYS, now and I've come to the conclusion that the support is by an AI stuck in a loop, same stock phrases, questions already answered in the text but not noted, just the same question repeated.

The question totally ignored is "what are you doing about it? Repair/replace

After many attempts asking for a human to answer/speak to, I fianlly was asked 

"Would you like to be contacted via email or phone ?"

My answer phone  please, the response was:

"Thank you. You'll be contacted by the escalation team via phone in about 10 days after processing your case and request to provide you with the best assistance"

when I responsded to this, the next message was:

"Hi! I'm HP's Virtual Assistant"

So the loop starts again

Anyone any idea how to shift this log jam?

[VikramTheGreat]

Hi @Eddie353,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

We sincerely apologize for the inconvenience you’ve experienced with your HP Smart Tank 5106 All-in-One Printer.

We understand how frustrating it is to be stuck in a virtual support loop, especially when your printer is under warranty and non-functional. We appreciate your patience so far.
 

Based on your description — all lights flashing on power-up, unresponsive via USB or wireless, and factory reset not resolving the issue — this appears to be a hardware failure. However, let’s try a few final recovery steps before we proceed to check for service.

Step 1: Perform a Full Power Reset

This can sometimes clear lock-up errors.

1. Disconnect the power cable from the printer while it's turned on.
2. Disconnect the USB or network cables (if connected).
3. Unplug the power cable from the wall outlet.
4. Wait for at least 60 seconds.
5. Plug the power cable back into the wall directly, not through a surge protector.
6. Reconnect it to the printer and power it on.

⏱ Check if the lights still flash. If they do, proceed to Step 2.

Step 2: Check for Error Pattern

• When the lights flash, observe which lights are blinking and in what pattern.
• If you see a specific combination, this might indicate a known fault code.

👉 Take a photo or short video of the blinking lights and save it — this helps our support team diagnose the issue faster if needed.

Step 3: Run Embedded Hardware Diagnostics (if possible)

Try this even if the lights are flashing:

1. Disconnect all cables except power.
2. Press and hold the Cancel (X) + Wireless (📶) buttons for 5 seconds.
   • This may force a built-in diagnostic mode or a partial reset.

I hope this helps.

Take care, and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[Eddie353]

Thankyou for a response, however I assume you haven't read the case.

Over the 4 days, I didn't know if I was communicating with an AI or an agent, requests to speak to a supervisor were ignored, requests to speak to a human were ignored, the only real reaction was when I used the word 'complaint'.

The steps you suggested were all tried over the 4 days

In frustration, I looked for other ways of communication with a support agent, the 'Callme' option worked fine, and within 10 minutes a replacement printer was on its way, something you would have seen if you read the case

My suggestions to othere readers - go straight for the 'Callme' option

Will I be giving this process 5 stars - not even one

[VikramTheGreat]

Hi @Eddie353,

Thank you for reaching back. I did carefully read through your previous post, but I wasn’t able to find any mention of a replacement being issued at that time. As you mentioned, you were waiting for assistance. Based on the information available, I offered help to try and fix the issue for you.
 

That said, I’m really glad to hear that the support team has now raised a request to replace the device from our callme team, which must be a relief. If you need any assistance in the future, please do keep us posted.

Take care, and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[Eddie353]

I'm confused I thought we got to a point yesterday (after 3 days) that identified the warranty term, and that the as the printer can't be accessed via USB/WiFi and it won't print any configuration information due to all buttons flashing that a warranty repair/replacement was in progress?
23/07/2025, 12:34 - Eddie: whats the update please?
23/07/2025, 12:35 - HP Support: Please bear with me so I can double check for you

[VikramTheGreat]

Hi @Eddie353,

Thank you for getting back. You mentioned already that you got a call from HP call me support, and a replacement has been raised. 

Please do check and let us know

Regards
VikramTheGreat

[Eddie353]

Why do I have to check, surely the case status shows a replacement?

[VikramTheGreat]

Hi @Eddie353,

Thank you for letting me know. I will be closing the case as you mentioned that the replacement has been raised.

If you need any help in the future, please do keep us posted

Take care, and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat