Firmware update bricked my Envy 6200

[Ian-Metz]

We had an Envy 6200 printer for a few years, which started scanning every minute or two - on its own -  and 'successfully sending' scans.

So I followed HP's advice and updated the firmware.  Which bricked it.

It would not print, as the ink cartridges could not be 'validated' - in other words, the printer could not connect with HP.

We tried HP's support phone and WhatsApp support - endlessly - and got no real help at all.  I probably spent 4.5 hours on the phone, going round in circles with 'support' people.

When nothing worked, farcically, HP tried to blame our internet connection, which we have had for years.  Rubbish!  Our 12 other devices all work perfectly.  As did our printer until the firmware update bricked it.  (I append their 'advice' in blue, below.)

After getting NO real support from HP, and being unable to print for 3 weeks, we bit the bullet and bought a new printer, another, later model Envy 6200.

All was good for a few days, and now it too has started randomly scanning.  It even wakes up to scan.  (It is, incidentally, able to connect to HP over then very same internet connection which HP said was the reason for the previous printer failing to work - go figure).

So what do I do?  Update the firmware, and risk bricking another printer, and once again have HP try to pin the blame on our perfectly good internet connection?

This is how HP tried to divert the blame from their firmware update to our internet provider.  I kid you not.

Your recent HP Support experience

Good day!

This is from HP Customer Support

Your case number is: xxxxxxxxxxxx

We refer you to call your internet service provider and tell them the following:

1. Make the 2.4ghz and 5ghz separated into two networks
2. Change the channel of your 2.4ghz into 6 or 11
(If it set to 6 change it to 11, if it set to 11 change it to 6)
3. Disable WPS (Wi-Fi Protected Setup)

4. Update firmware of the router

5. Multi-casting (Multicast Filtering) needs to be on or enabled (Allows Bonjour Connectivity)
6. Allow Wireless Ports, these can also be blocked in security software:
Incoming (UDP) ports : 137, 138, 161, 427
Outgoing (TCP) ports : 137, 139, 427, 9100, 9220, 9500
7. Recommended that the network name and password DO NOT contain and spaces/punctuation or special characters

8. Encryption should be WPA-TKIP or WPA2-TKIP/AES

9. Make the password 10 digit alphanumeric
10. Dual broadcasting enabled (for wireless b/g and n networks)

11. Media Access Control (MAC) filtering must be disabled

12. The built in Firewall should be at the default or lower settings

13. Turn DMZ on from the router then add the static IP Address of the printer

As soon as technician did all of this on your router, **bleep** us back here so we can continue your case:
[Personal Information Removed]
Stay on the line, listen to the prompt
(You also have the option to listen or skip the Privacy Statement)
Press 2 Printers
Press 3 For Inkjet Printers

You can contact our main hotline at *bleep*
or visit our website at https://support.hp.com/gb-en

Thank you for choosing HP and you do have a wonderful day!

Support Professional
HP Customer Support