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HP All In One - off Line

Posted on 2010-01-05
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Last Modified: 2013-12-15
I have an HP 8500 All-in-One printer in my office.  It continually throws itself off-line, then back on-line, refuses to print most of the time, an plain old dumps print files into oblivion.  Today was the last straw as it sent $11 of my postage into the void in under 30 seconds.  HP Case Management said that since I have a different model All In One at my home (HP 7780), there is a conflict between the software drivers and there's nothing anyone can do about it.  Already spent about 12 hours on-line with technical support who did nothing more than keep uninstalling an re-installing the drivers.

Attempts to get beyond Case Management to corporate executives is fruitless as the corporate offices keep referring me back to Case Management.

Has anyone gotten past this issue?
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Question by:AielloJ
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Expert Comment

by:Dr. Klahn
ID: 26203184
I can't see why having a different printer at your home would affect the performance of the one in your office.  This makes no sense at all.

I sympathize with your inability to escalate the problem  I've attempted to escalate problems with HP as a stockholder through Stockholder Services.  At other companies this produces results right quick.  'Nuff said.

I'd suggest getting a separate (laser) printer and scanner, and telling HP their support is unsatisfactory.  HP has made many good laser printers, and many good SCSI and USB scanners, but I've never found their inkjet or all-in-one products to be anything other than trouble.

If you want to troubleshoot some more, here are some things you can check.  I suspect that none of them will solve the problem, though.  These assume that the printer is interfaced through the printer port.  If the printer is USB, none of these apply.

Go into the startup BIOS configuration.  Check the printer port configuration.  It should be set to ECP.  Not standard, not bi-directional, not EPP.

Go to Control Panel, Hardware, Device Manager.  Look under Ports.  Open the printer port and check the characteristics.  It should show up as "ECP printer port."  Check the properties tab.  It should be set to "Use any interrupt assigned to the port."
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by:AielloJ
ID: 26204452
DrKlahn:

Thanks for the reply.  I need the scanning and FAX features this product line offers.  The printer is connected via Ethernet onto the LAN.  The issue as verified from HP is the interaction between the driver software of the different models.

Maybe as a stockholder you can put a bug in their ear.  This is a commoin problem with this product line as far as Google results show.

AielloJ
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Expert Comment

by:Dr. Klahn
ID: 26204813
Hmm.  It sounds like there may not be a convenient solution.  Once the drivers are in, it is nearly impossible to tear out every piece of the printer software and start over again, without reloading the operating system from scratch.

Perhaps an Epson all-in-one is a possibility.  There would be no chance of a driver conflict.  I have found their higher-end inkjet units to be good quality.  Epsons are also candiates for CIS (continuous ink system) inking systems available on the aftermarket; these hold a couple hundred millililiters of ink, as opposed to the ten or twenty milliliters in a standard cartridge.

Epson has an online store

http://www.epson.com/cgi-bin/Store/jsp/EsHome.do?BV_UseBVCookie=yes

where they sell recertified units at significant discounts.  Their WorkForce series sounds like the equivalent of your HP.
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AielloJ earned 0 total points
ID: 26285918
Significant improvement by unloading the 270Mb "Full Feature" driver and using the 69Mb "Print & Scan Only" driver.  Gives up a lot of convenience functionality but at least can do the basic printing and scanning.
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