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lizgeo
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HP 7612 Wide format all-in-one printer crashes when it comes out of sleep mode

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HP 7612 Wide format all-in-one printer
Microsoft Windows 10 (64-bit)

Once my printer goes into sleep mode,  it crashes. To wake it up, I have to touch the home button, the LED screen very briefly flashes an error code (007C9C98), then it says to restart the printer. I've had this printer and it has performed flawlessly until the last month. I have it set for automatic updates, and I do not have an update pending.  We had a big storm and something down the street was hit by lightning. Our neighbor had a lot of electronics go out.  The only thing that went out was our garage door opener at the other end of the house, and it was reset by a technician. The printer and all of the computers were plugged into surge protectors, and the computers did not have any issues,

I have followed all of the various steps for restarting the printer, unplugging it, plugging it into the wall, etc.  outlined in the troubleshooter sites, but those have not fixed the problem. The firmware version is EXM1CN1829AR.

Is there a way to reset the printer so it doesn't crash when it comes out of sleep mode? Once I restart it, it prints fine. 

3 REPLIES 3
Raj1788
HP Support Agent
HP Support Agent
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@lizgeo

Welcome to the HP Community

 

I suggest you do a Hard Reset on the printer

 

(1) Turn the printer on, if it is not already on.

(2) Wait until the printer is idle and silent before you continue.

(3) With the printer turned on, disconnect the power cord from the rear of the printer.

(4) Unplug the power cord from the wall outlet.

(5) Wait at least 60 seconds.

(6) Plug the power cord back into the wall outlet.

NOTE: HP recommends connecting the printer power cord directly to the wall outlet.

(7) Reconnect the power cord to the rear of the printer.

(8) Turn on the printer, if it does not automatically turn on.

 

The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.

Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

 

Update the firmware for the printer using this link: https://support.hp.com/in-en/product/hp-officejet-7610-wide-format-e-all-in-one-series/5153788/model...

 

Restart the printer.

 

Keep me posted, how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!

Have a great day!

Cheers:)

Raj1788
I am an HP Employee 

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lizgeo
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I followed all of the steps listed. My printer indicated the firmware is up to date. And it is still doing the same thing - crashing when it wakes up from sleep mode. I think it needs a complete reset, but I don't know how to do that.

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Raj1788
HP Support Agent
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@lizgeo

 

This could be a possible hardware issue with the printer.

 

I would personally suggest you contact our HP Support. 

 

Click here: https://support.hp.com/us-en/contact-hp?openCLC=true

 

Make sure you select the Country and Region.

 

Keep me posted on further assistance. Hope that helps! 

Have a great day ahead!

Raj1788
I am an HP Employee 

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