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HP is wrong, this is their problem. Try calling again and asking to speak with their mananger. The problem sounds like your CIR chip is broken or Nevo doesn't recognize it. This is the hardware behind Nevo - no longer available in the 5000 series. First - might wanna try exchanging for another one - might be defective.
But I don't own a 2215 so I don't know for sure.
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