computer benevolency ....... Thank You Father Bill !

Propeller Head Plaza

Technical and scientific discussion of amps, cables and other topics.

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Chat Transcript Begins Here
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Sheridan
Hello Mike.

Sheridan
Welcome to HP Total Care. My name is Sheridan. How may I help you today?

mike miller
i keep getting cyclic redundancy error when trying to print

Sheridan
May I know the model number of your printer?

mike miller
6110xi

Sheridan
What version of Windows (ie, 98, Me or XP) do you use?

mike miller
win98

Sheridan
Okay Mike.

Sheridan
May I have a few moments of your time while I search the information for you?

mike miller
yes

Sheridan
Okay Mike, Lets us power cycle your All-in-One.

mike miller
????

Sheridan
Please perform these steps to power cycle
1. Verify that the unit is switched on. Unplug the all-in-one from power cord and disconnect the connection port.
2. Wait 30 seconds.
3. Plug in the power only.
4. Repeat steps 2-4 two more times.
5. On the third time after plugging the unit into power, reconnect the connection port from the all-in-one to your computer.

mike miller
OK it will probably print now..

Sheridan
Please try to print now.

Sheridan
Let me know the result.

mike miller
i should have mentioned it is intermittant sometimes turning unit on and off will clear it

Sheridan
It might be resolved some times.

Sheridan
Do you use Surge Protector for connecting the printer to the power source?

mike miller
no

Sheridan
Okay.

Sheridan
Now try printing mike.

Sheridan
Let me know the result Mike.

mike miller
i'm getting looking for hardware message

Sheridan
Could you please give me a detailed description of the problem, include any error messages you received or the events that led to the error?

mike miller
looking for new hardware message.

mike miller
after power cycling per your directions

Sheridan
Okay Mike, please remove USB cable from the computer.

mike miller
done

Sheridan
Let's try doing a semi-full reset of your printer. Semi-full reset will restore it to factory default settings.

mike miller
ok

Sheridan
Please give me a minute, i will provide you the steps.

Sheridan
Here goes the steps Mike:

Sheridan
Perform a semi-full reset on your printer by holding the button
combination given below, while plugging in the power cord.
CAUTION: A semi-full reset will reset or clear the following
information:
* Return the user settings to the factory defaults.
* Delete language and country settings on some models.
* Fax logs.
* Fax headers.
* Fax speed dial information.
1.Remove the power cord from the printer.
2.Press and hold # and 6 on the front panel keypad, while plugging in the power cord.
3.It may take 2 to 5 minutes and you need to enter your country and language in the mean while of reset.
4.Then after the reset is done you will get date and time on the printer.

Sheridan
Please perform the above steps and let me know the result Mike?

mike miller
printer says 'initializing' but is doing nothing

Sheridan
Give me a minute.

Sheridan
I am back. Thanks for staying with me.

Sheridan
Lets work around not to worry Mike.

mike miller
?????/

Sheridan
Please remove cartridges from the All-in-one and remove power cable directly from the wall jack.

mike miller
i forget how to get to the cartridges

mike miller
also should i plug the usb back in

Sheridan
No Mike,

Sheridan
I mean to say please remove cartridges or pens from the unit.

mike miller
do you know how to get to the cartridges ,,, else i'll have to find the book

Sheridan
Shall I provide you the web link which speaks about removing cartridge?

mike miller
can you give me the full directions on what were about to try and the link and a way to get back to you when i'm done? or should we perhaps take the unit back for a trade (as suggested by the store?

Sheridan
I have one possibility for you Mike.

Sheridan
May I have the 10 digit alphanumeric serial number of your product? It is located at the back side or at the bottom of your All-in-One.

mike miller
my45hj30rr

Sheridan
May I have a few moments of your time while I search the information for you?

mike miller
yes I'll watch the pop ups :)

Sheridan
As you are in warranty Mike.

Sheridan
As the issue you are experiencing indicates a possible equipment malfunction, please contact your nearest HP Authorized Service Provider to resolve the issue.

Sheridan
Sorry for the typos Mike.

mike miller
Perhaps just trade it back for a new one? the store offered this but i was thinking it was a software problem

Sheridan
As the issue you are experiencing indicates a possible equipment malfunction.

Sheridan
I would be happy to process the request for a replacement All-in-One. However, the All-in-One is a collateral product, that is, you would be required to ship the defective All-in-One on receipt of the replacement. Therefore, you would be required to provide us the credit card information as security.

Sheridan
Due to defective All-in-One being a returnable (collateral) product, we cannot ship the new All-in-One unless we have your credit card number information as security. All collateral products requires returning of the defective part/unit to HP. I apologize for any inconvenience caused to you.

mike miller
the store says just bring it back and they'll give us a new one

Sheridan
When did you purchased the printer mike.

mike miller
about 3 months ago more or less

Sheridan
According to our data base your unit is purchased on 10 July, 2004 Am I correct Mike.

mike miller
maybe don't remember exactly

Sheridan
We can replace the printer and store people cannot replace the printer because they can replace printer within 15 days if there are any hardware issue MIke.

Sheridan
Are you getting my point Mike.

mike miller
they told my wife they would replace it now. ???? What is your point if they will do it (the store)??

Sheridan
Its well and good go ahead Mike.

mike miller
OK thank you for the time. So it definately is possibly a hardware issue?

Sheridan
If you are unable to get replace your printer get back to us. We are here to help around the clock

Sheridan
Is there anything else I can assist you today?

Sheridan
Thank you for using HP Total Care and providing us an opportunity to serve you through Real-Time Chat. A copy of our chat session will be e-mailed to you shortly. You may also receive a chat survey. We would appreciate your feedback. Please contact us again if you require any further assistance.

mike miller
OK thanks again......over and out :)

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Chat Transcript Ends Here

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Topic - computer benevolency ....... Thank You Father Bill ! - hitsware 21:12:44 04/09/05 (2)

Re: computer benevolency ....... Thank You Father Bill ! - Hornlover 14:05:21 04/12/05 (1)

It wasn't in his script! nt - clifff 14:17:46 04/12/05 (0)

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