why no answers for kernel errors?

[eibbied1986]

Why do none of your so called "experts" have any answers for what a kernel error is and how to fix it.  I thought they were experts, especially since this is the 2nd HP printer that has pretty much died from a kernel error.  Oddly enough, they both survived the 1st kernel errors by just unplugging and plugging back in.  However, both on the 2nd kernel error remained and are still remaining dead, unuseable, won't come back on, can't shut down by power button, only by unplugging.  I took a sledgehammer to the 1st one, so that will never be fixed.  I still have the one listed above and still have no response from the HP "experts" on how to fix it.  It is getting near sledge hammer time again and I can tell you if someone doesn't answer me, I am going to buy another printer and it won't be and HP that's for sure.  Clearly your printers have a frequency of getting these types of errors (kernel errors), but HP has absolutely no responses, help, or solutions to this frequent problem with their printers.  Do ya think it might be time to start addressing this issue?

[Anand_Andy]

Hi @eibbied1986,

Welcome to the HP Support Community

I understand you are facing a Kernal issue with your HP ENVY Photo 6255 All-In-One Printer. We apologize for the inconvenience caused and to let you know it is not a common issue on this product line. Not to worry I will help you to get a resolution to resolve the issue.

To assist you better:

• I would like to know, from when did the issue start?
• Was the printer trying to update the software?
• Are you able to bypass the error message and access the printer's home screen?

While you answer that, please perform a Power Drain and a firmware update.

Power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle.

Update the printer firmware:

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[eibbied1986]

It started when the electric went of and came back on. It was not out for long.  Less than 30 seconds, it flicked off and then back on.  I tried several different things like unplugging and plugging back in and it didn't help. 

The printer was not updating the software and the words kernel error went away from the home screen so I did the same thing again unplugged and plugged back in and the HP screen came on and the little bar ran 1/2 way across the HP screen and it has been frozen in that spot ever since.  Still, like I said, when I plug it in, it comes on still frozen at the same spot, the power light is on, I push it to turn it off and nothing happens, I have to unplug it to shut it off.

I will try the power drain thing you say to do below.

I did what you said to do and the bar ran all the way across the HP screen but the home screen did not come up.  I clicked on download and install the latest firmware and the instructions that came up were for a PC. it said to select "run" in my browsers window.  No window came up with "run" to click on.  I tried to install with my IP address and it says nothing found. Maybe the run button didn't show up in my browsers window because the instructions look like they are for a PC and not a mac.  Which always comes up in HP support, for some reason they think I have a PC even though I say mac.

So at this point, I think I will say thank you, but your help has not helped, I am just going to find the cheapest printer I can because to keep spending $200.00 on printers that are so difficult to get setup just to have them constantly get a kernel error that can't be fixed is stupid.  I am not going to get an HP printer ever again and I am not getting the HP laptop from QVC, that I was going to once my printer was fixed but it appears it can't be fixed.  

[Anand_Andy]

@eibbied1986,

Thank you for your response, I appreciate your efforts in troubleshooting. Now let us go ahead and perform a SemiFull reset. 

The reset instructions are specific for your printer and performing those steps on a different printer may brick the device. 

I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer. 

In order to access your private messages, click the private message icon on the upper right corner of your HP Community profile, next to your profile Name or simply click on this link.

Hope this helps!

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Repairatrooper]

From your description it sounds like your power issue resulted in a surge that corrupted or damaged the printer. THAT is not really something you can blame HP for. I would suggest that you try a complete factory reset on the device as it may recover that way but it sounds like you have already done that.