Unable to print. Error message.

[lindarieck]

I am trying to print using my officejet 6500A and am getting this message: Internal processing error.  Retry or manually check the firmware updates.  This is all new to me.  Please help!  I don't know where to go for firmware updates...

[kawaii_aoi]

Hi lindarieck,

You can check the firmware updates on the printer. Go to Setup (on printer) > Web Services Setup > Product Updates > Check for Product Updates. You may need to enable the web services if necessary.

Based on the error you're getting, this may be a mechanical issue. If the reset below will not work, you can contact your local HP Tech Support to replace your printer. (if still covered by warranty). You can perform a partial reset on your printer by doing the ff:

1. Disconnect the power cord from back of your printer.
2. Press TL - BL - TL - TL icons on your printer display after connecting the power cord back.
3. The printer screen should display Part NVM reset

4. Wait for a few minutes until the printer is finished with the initial setup. You may need to reset the country and language when prompted.

*TL = (top left) Home icon; BL = (bottom left) back button
*Partial reset will restore the printer's settings back to factory default.

Hope this works for you!

[lindarieck]

To Teacher:

Thanks for your response!  There was not a product update available.  I then got stuck after pressing tl-bl-tl-tl.  Nothing happened, nothing displayed.  I feel like I am missing a step here. In order to press the home and back icons I had to use the arrow display each time.  Is this what is wrong?  Otherwise, I would be pressing the copy & scan icons.  Any other suggestions?

Thanks again!

lindarieck

[Dave_K]

Lindarieck-

The buttons won't be lit up when pressing them. It is a hidden menu.

[lindarieck]

I did not have any luck.  I got an engineering menu that nowhere said NVM reset.    I would appreciate any more ideas you might have.  Thanks for your suggestion!

Lindarieck

kudos!

[kawaii_aoi · Accepted solution]

Hi again!

Sorry it didn't work on your first attempt but you're almost close. If you have the engineering menu already, then you just have to press OK on it or scroll thru the other menu and you'll see Resets. Just choose Partial Reset and that should restore every setting back to factory default. Let the printer initialize for a few minutes and you should be able to print. This is a last option though, as the reset is already dealing with the hardware itself. In the event that the product still fails, you can call your local HP Tech Support to replace your printer.

I'm really hoping that this reset will resolve your printing issue.

[lindarieck]

Thank you so much!!!