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Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎06-26-2014 12:55 PM

HP Recommended

I have an officejet pro x476 dw that was recently bought.  From the first day we set it up, it has been freezing up (the touch screen either won't respond or it goes to a black screen) and we have to unplug and plug it back in to restart it.  There is no response when we push the power button.  Any suggestions?

3 REPLIES 3

‎06-27-2014 07:25 AM

HP Recommended

Check the event logs for any error codes.

 

Considering your printer arrived for you like this then you should be able to contact HP support for warranty replacement options.  The fact that it is easily recreatable also makes it ideal for phone support.

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‎10-14-2015 11:38 AM

HP Recommended

Hello All,

 

Please try the below steps:

 

Please turn off the printer, disconnect the power cable from the wall outlet, wait for 30 seconds, connect the power cable to the wall outlet and then turn on the printer.

 

Please print a printer status report and then check the firmware datecode.

 

  1. From the Home screen, touch the Setup button.

  2. Touch the Print Reports button.

  3. Touch the name of the report that you want to print.

Upgrade the firmware.

 

If the issue persists then please perform reset the printer:

 

Access the Support menu on X551, X476, and X576 models only

http://link.brightcove.com/services/player/bcpid1190528646001?bctid=REFIDBC3595733869001

If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.

  1. If the product is not on the Home screen, tap the Homebutton.

  2. Tap the lower left corner of the control panel four times. The Support menu opens.

  3. To return to the Home screen, tap the Cancel button.

Please check the results.

 

Regards,

HP Printer support

 

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‎10-14-2015 12:10 PM

HP Recommended

Check if the printer Firmware is updated.

if not  then please go to HP.COM and download the latest FW of the printer and update the FW.

 

 

sometime even spooling also cause these problem.

so Make the printer stand alone and check if it still has freezing issue;

 

issue persists the please do call on 800-334-5144

 

we'll take care of this.

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