Printer touchpad not responding

[Vicabe]

I have an HP Photosmart all-in-one B210a printer. Recently, the touchpad does not respond and I can only get the printer to work via the printer icon on the PC. Help please.

[-JohnB-]

Hi there vicabe,

Try turning off the product by using the power button. Remove the power plug from the printer and the outlet. Wait about 30 seconds to a minute and reconnect the power supply to the printer and wall. Make sure to plug the power supply directly into the wall and not a power strip. If this does not help the product may need servicing.

Best of Luck!

[Vicabe]

Thanks John.

I've done what you suggested but this has not solved the problem. When I click on the icons on the touch screen, nothing happens eg: there is an 'update' message on the screen right now with options 'yes' and 'no' both of which are frozen (not responsive to touch). Any suggestions?

[-JohnB-]

Lets try downloading and running the hardware diagnostic utility(located here). It can locate and fix a lot of problems on its own and if not it can give us a better idea of what is going on. With the screen not responding it may shed some light on any hardware errors. Let us know the results.

Best of Luck!

[Vicabe]

Hi JohnB,

I have done the diagnostic check as suggested and even the-intalled the software. However, some of the icons still do not respond eg: when I touch 'copy' it does not copy but takes me to another page showing size of paper etc but fails to copy unless I copy from the PC. Another example: the snapfish icon does not respond at all.

[-JohnB-]

Thank you for the addtional info. If we can lets try a partial reset. From the support menu choose the resets menu and select partial reset. This should restore many functions back to their defaults. Let us know if it helps.

Best of Luck!

[Vicabe]

JohnB,

Do you mean the support menu on the PC? I can only see 'online support'. When I click on that I do not see the 'partial reset' button.

[-JohnB-]

I seem to have left part of that out sorry. The support menu will be accessed from the printer itself. To access it: From the home screen we are going to touch the control panel 4 times like this:

bottom left

top left

bottom left

bottom left

Then Support menu>resets menu>partial reset. I highly suggest not deviating in these menus serious troubles can result. If the partial doesnt work. Let us know if it helps.

Best of Luck!

[Vicabe]

I appreciate your help so far but I'm sorry the last suggestion did not work. The home page on the printer appears like this:

1.Top right corner - settings sign (when I touch that, it takes me to a page showing setup menu: preferences, tools, web proxy, wireless. The preferences button does not respond.

2. Four icons: Apps and Snapfish on top row and Photo, Copy and Scan on the bottom row. The app button does not respond.

3. Top left corner has the wireless icon.

I can't get to the support menu as suggested.

Any more advice?

[-JohnB-]

That is entirely my fault for not being clear enough. The portions of the touch pad that I am referencing are where the back and home keys appear to be. Try it like this instead:

Back

Home

Back

Back

The left and right arrows will light up and you will use them to navigate the support menu to resets and then partial. You may be prompted to power off and back on and reset things like language and region.