There is a pre boot menu option called "Skip Disk Load". The option exists right next to "Cold Reset" which is one of the more frequently used options. We have seen folks turning this "Skip Disk Load" feature On by accident while trying to do Cold reset. If this is option is checked, then Device will not load anything from Disk. The solution loads fine on Disk, but Device behaves as if it doesn't exist. Since it is a sticky setting, multiple reboots and reloading of SW would not have any affect.
Change "Skip Disk Load" to off and then restart the device.
Note: Access to the boot menu should be done by individuals familiar with the HP hardware.