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Honor Student
j-strick
Posts: 3
Member Since: ‎05-08-2013
Message 1 of 15 (1,267 Views)
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frozen touch screen on officejet pro 8500 a910

Recently the front touch screen on my 8500 has stoped responding in the right bottom corner... the area where the "Ok" button normaly appears.  All other fucntions work fine but I am unable to clear messages and get back to the home screen to do fucntions like copy.  I have searched the interface on the computer and and turned off and on every alert and change I can find with no results.  Any suggestions? 

Regents Professor
lions99
Posts: 5,461
Member Since: ‎09-16-2011
Message 2 of 15 (1,264 Views)

Re: frozen touch screen on officejet pro 8500 a910

Hello,

 

I see that you're having an issue with the printer's screen. I would suggest doing a Hard Reset with the printer and also updating the firmware. 

 

What OS do you have the PC that's connected to the printer?

 

Hard Reset:

 

Unplug the power cord from the printer and wall

 

Wait 30 sec

 

Plug the power cord back into the printer and wall (Make sure the printer is plugged into the wall and not a surge

protector)

 

Let me know the outcome.

Distinguished Professor
jabzi
Posts: 2,868
Member Since: ‎04-11-2012
Message 3 of 15 (1,256 Views)

Re: frozen touch screen on officejet pro 8500 a910

Hello j-strick,

Please try the below mentioned steps ..

 

Step 1 >

- Unplug the Power cord from back of the prnter while it is ON.

- Unplug any other cables connected to the Printer ( USB or Ethernet / Phone cable )

- Wait for 30 seconds.

- Plug in only the Power cable, and the printer would power on .

- If the printer screen is no more frozen, only then connect the other cables if any.

 

If the above step does not resolve the issue , then ..

 

Step2 > Click the below URL  and download to run the "Firmware" .

                   Firmware

 

 

 


Regards,
Jabzi

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Honor Student
j-strick
Posts: 3
Member Since: ‎05-08-2013
Message 4 of 15 (1,242 Views)

Re: frozen touch screen on officejet pro 8500 a910

No luck on the hard reset... tried this twice and still have no response in the bottom right corner.  I am running this All-in-One off of a Mac running OSX 10.8.3....  How do you do a firmwear upgrade?

 

Thanks in advance

 

Honor Student
j-strick
Posts: 3
Member Since: ‎05-08-2013
Message 5 of 15 (1,236 Views)

Re: frozen touch screen on officejet pro 8500 a910

Firmwear upgrade took but did not fix issue.  However, I was able this time to clear alerts in the HP app allowing me to return to the home screen on the printer.  All areas of the screen work save for the bottom right corner whenever an "OK" message comes up.  Now that I can clear back to the home screen this will work until I purchase a new printer with better ink usage.  

Thanks for your help!

Honor Student
simon52
Posts: 3
Member Since: ‎10-05-2013
Message 6 of 15 (1,111 Views)

Re: frozen touch screen on officejet pro 8500 a910

I have exactly the same issue. I have replaced 2 of the printer inks and the screen is asking me to confirm the inks are genuine. I click on OK in the bottom right hand corner and nothing happens. The ? works of as does the return button

I have done a hard reset and also updated the firmware as above. what else do I need to do. It is a real issue as I cannot copy anything

Retired
HandyAndy14
Posts: 394
Member Since: ‎08-31-2013
Message 7 of 15 (1,099 Views)

Re: frozen touch screen on officejet pro 8500 a910

[ Edited ]

Hi simon52,

 

I understand you're unable to by-pass a certain screen on the front panel of the printer.

1.) Click on the link below and it will explain how to clean the printheads that you have installed in your HP Officejet Pro 8500A:

http://goo.gl/ve2JNX (When it asks to hold the " OK " to get the carriage to move over, press the "Change Printhead" option instead).

 

2.) Remove all of the cartridges that are installed.

 

3.) Clean the copper strip that you'll find on the bottom of each cartridge with something like a lightly dampened Q-tip. (Only dampen the Q-tip with water).

 

4.) Make sure the cartridge contact is completely dry before installing them back into the printer.

 

Let me know how it goes!

 

Thank you,

 

I worked on behalf of HP.
Honor Student
simon52
Posts: 3
Member Since: ‎10-05-2013
Message 8 of 15 (1,098 Views)

Re: frozen touch screen on officejet pro 8500 a910

Thanks for the reply. The link goes to a dead page saying

 

page cannot be found

(This document is no longer available. We are sorry about any inconvenience.)

 

Can you let me have a correct link?

Honor Student
simon52
Posts: 3
Member Since: ‎10-05-2013
Message 9 of 15 (1,096 Views)

Re: frozen touch screen on officejet pro 8500 a910

PS

My printer is an 8500 A910

Retired
HandyAndy14
Posts: 394
Member Since: ‎08-31-2013
Message 10 of 15 (1,094 Views)

Re: frozen touch screen on officejet pro 8500 a910

Hi simon52,

 

I apologize about the previous link not working. Let me know if it works this time:

http://h10025.www1.hp.com/ewfrf/wc/document?cc=us&lc=en&dlc=en&docname=c01609042

 

Thank you,

 

I worked on behalf of HP.
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