HP M177fw initializing bug

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11:10 PM Connecting...
11:10 PM Connected. A support representative will be with you shortly. 11:14 PM Support session established with Support.
11:14 PM Support: Hi!
Welcome to HP Customer Support & Services for Imaging and Printing Group. My name is Support and I will be your technical support specialist today. Please give me a minute while I review the problem description details.
I would also like to inform you that if incase this chat gets disconnected due to any issues; I will follow-up immediately on your email.
11:14 PM Me: great, thanks.
11:14 PM Support: Please elaborate the issue.
11:15 PM Me: http://h30434.www3.hp.com/t5/Printer-All-in-One-Install-Setup/Pro-MFP-M177fw-stuck-on-initializing /m-p/4908740#M184681
11:15 PM Me: Printer turns on out of box. Says "initializing" FOREVER 11:15 PM Me: won't print, won't finish initializing
11:15 PM Support: I apologize for the inconvinince. I can understand this can be little frustrating. Please do not worry, I will surely help you with the issue.
11:15 PM Support: Please confirm your Country: USA or Canada and just for the records, Please confirm the phone number?
11:15 PM Me: won't let me update formware to fix issue since it's never "ready"
11:15 PM Me: USA
11:16 PM Support: Thank you.
11:16 PM Me: downloads for this printer show a firmware update to fix the issue
11:16 PM Support: Let us release the static energy from the printer. Please follow the below steps to release the static charge from the Printer:
1. Turn off the printer and disconnect all cables from the printer (Power, USB, Ethernet, and phone)
2. Wait for 2 minute.
3. Press and hold the Power button for 60 second without connecting the Power cable.
4. Then connect only the power cable. (Note: The power cord should be connected to the wall outlet and that wall outlet should not be
providing power to multiple devices.) Me: ok, trying now
Support: Please do,
Connecting...
Connected. A support representative will be with you shortly. Support session established with Support.
Support: Please let me know once done also please remove any surge protector and connect the printer with a different
Me: ok, it's plugged straight into the wall Me: booting up now. It pops and clicks a lot Support: Alright.
Me: all of the packing material is removed Me: it's "initializing"
Support: Alright.
Me: does HP have an internal solution for this? The problem thread I showed you has months of users
reporting this problem
11:22 PM Me: installed firmware datecode is 20140921
11:22 PM Support: it seems there is some issue with the printer hardware we will try a few more troubleshooting steps if the issue
does not get resolved I will go ahead and replace the printer/part as per the warranty.
11:22 PM Me: latest firmware is 20141113
11:23 PM Me: ok, what else do I try?
11:23 PM Support: Please stay online allow me a moment.
11:26 PM Support: Please Disconnect the power cord From Rear of Unit & Check any physical damage.
11:28 PM Me: I looked for any signs of damage when removing the packaging. There's no damage that I can tell. It pops and clicks like a roller is stuck inside
11:28 PM Me: I removed all the color toner and tried, still never gets past initializing
11:28 PM Support: Also I hope product is not exposed to an electric or magnetic field.
11:29 PM Support: We also tried to update the firmware right?
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11:29 PM Me: me too...since there's 7 pages of threads I have a feeling magnetic field is not the issue
11:29 PM Me: I can't get the utility to update it while it's stuck
11:30 PM Me: so unless there's a way to force the update to run, or update it via SNMP I don't know what else to try
11:30 PM Support: Alright please be online.
11:31 PM Me: is there a way to boot this printer into a recovery or diagnostic mode where it will accept the firmware?
11:32 PM Me: according to the latest firmware notes it fixes this exact issue
11:33 PM Support: Me please connect the USB cable and try to update the firmware let me share the web link. 11:34 PM Me: ok
11:35 PM Support: http://support.hp.com/us-en/product/HP-Color-LaserJet-Pro-MFP-M177-series/5303438/model/5303443 /drivers?cc=us&lang=en
11:35 PM Support: Please go to this link and click on Go.
11:35 PM Support: And then download the firmware from the next screen.
11:36 PM Support: Also we would need to connect the USB cable for firmware update.
11:36 PM Me: ok, firmware is downloaded
11:36 PM Me: running now
11:37 PM Me: I get the same error "update cannot proceed" "clear any error states and try again"
11:38 PM Support: Alright,
11:39 PM Me: is there another way to load the firmware?
11:39 PM Me: like through the web interface?
11:39 PM Support: No.
11:39 PM Me: seems like I may be better off just returning this defective model...any other things to try?
11:40 PM Support: We would now try to reset the printer if that did not work I will replace the printer for you.
11:41 PM Me: I just set the clock using the touch screen to see if that helps
11:42 PM Support: Let us try to reset the printer.
11:42 PM Support: 1. Turn the product off.
11:42 PM Support: 2. Press the right arrow button. Hold this button as you turn the product on.
11:42 PM Support: 3. When Permanent storage init. appears on the display, release the right arrow button.
11:42 PM Me: what right arrow button?
11:44 PM Support: Please try with the back arrow button.
11:45 PM Me: ok, i tried back and right touch screen buttons
11:45 PM Me: it;s starts initializing and never stops
11:46 PM Support: Alright.,
11:47 PM Support: Okay . We have performed all the possible steps. Now I will go ahead and replace the printer. Please do not disconnect the chat.
11:48 PM Me: how long does a replacement take?
11:48 PM Support: We would require the credit card number for the collateral reasons. You are not going to be charged it’s just for the security purpose of the faulty printer.
Note: - For security reasons, please do not send credit card information via the chat platform. An HP representative will call and collect your credit card Information
I will generate a security link for you for the payment.
Replacement printer would be shipped in 5-7 business days.
Please ship back the faulty printer in 14 days to avoid any charges.
There would be a prepaid shipping waybill to ship back the faulty printer.
Do remove all the removable parts like cartridge, paper tray from the defective printer.
11:48 PM Support: Please ignore the Note.
11:49 PM Me: ok
11:49 PM Support: Will that be fine?
11:50 PM Support: Please provide me the printer serial number.
11:50 PM Me: CNG6H*****
11:51 PM Me: that's fine. I don't want to go outside my return window if the replacement has the same problem right out of the box
11:51 PM Support: Please allow me a moment.
11:53 PM Support: Please provide me the billing and shipping address,
11:55 PM Me: before we send one out...what is the likliness it'll be defective just like this one?
11:58 PM Support: It will be a Hp tested also you can always get back to us in that case.
11:58 PM Support: Is the billing and shipping address same?
11:59 PM Me: yes, but I'm not planning on paying to fix a defective product
12:00 AM Support: Me you will not be charged the credit card information is just for the security of the defective printer which you need to send back to us.
12:01 AM Me: I'm trying another update method
12:01 AM Support: You will not be charge you do not need to pay anything the shipping will be free and you will get a prepaid shipping way bill to send the faulty printer.
12:01 AM Me: it's asking to install supplies
12:01 AM Support: Me should I go ahead with the replacement procss?
12:01 AM Support: Process*
12:01 AM Me: I think I got it past the stuck part
12:02 AM Me: trying installing toner now
12:02 AM Me: then I'll try the firmware update again
12:02 AM Support: Alright please do I ma online with you. \
12:03 AM Me: just installed black toner
12:03 AM Support: Alright.
12:04 AM Me: ok, black toner shows installed...now installing blue
12:04 AM Support: Alright.
12:05 AM Me: ok, blue is initializing
12:05 AM Me: got a green screen saying blue installed...two more to go
12:05 AM Me: now magenta
12:06 AM Support: Sure!
12:06 AM Me: take note for Hp's sake. I think the way I got it to start doing more is...
12:06 AM Me: 1. set the clock
12:07 AM Me: 2. reset the printer
12:07 AM Me: 3. uninstall HP web serivices while it's booting
12:07 AM Support: I must say you did a great work!!
12:07 AM Me: yellow is installing now
12:08 AM Me: we'll see if I can start the firmwar eafterwards
12:08 AM Support: Alright.
12:08 AM Me: now it's making a lot of noise, but this noise sounds normal
12:08 AM Support: Alright.,
12:08 AM Support: Me will that be fine if I arrange a callbcak for you just to ensure that if the issue get resolved or we need to replace the printer?
12:09 AM Me: it's rolling the toner around inside
12:09 AM Me: sure
12:09 AM Me: XXX-XXX-XXXX is my number
12:09 AM Support: Please provide me the Best time to call you and the timezone as well.
12:11 AM Me: tomorrow during 9am-5pm is fine. I'm in Central time zone
12:11 AM Support: Thank you for the detail.
12:11 AM Support: Please make a note of Case number. The Case number is **********
12:12 AM Support: Me have a good night ahead!
12:12 AM Support: Thank you for contacting. HP Total Care Real-Time chat support. If you need further assistance, please contact us again at:
http://www.hp.com/support/chat
Chat support is available 24 hrs a day, 7 days a week.
Please take the time to register your HP product and the products Care Pack at: Registration: http://www.register.hp.com
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12:16 AM

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12:12 AM Me: well, not initialzing now
12:12 AM Me: but the firmware still won't start
12:13 AM Support: Me we will give you a follow up call and will replace the printer for you will that be fine?
12:14 AM Me: sure
12:14 AM Me: I got a test page to print though
12:14 AM Me: so it's half-working
12:14 AM Support: You are awesome anyway!
12:14 AM Support: Goodbye!
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