06-12-2019 07:17 PM
HP 8620 inkjet software update caused printer to freeze on HP logo screen with blue bar below? Tried unplugging for several minutes. Press the power button for a minute before re-plugging the printer back in. Removed CAT cable when plugged back in the blue line below the logo moves for a few seconds and then stops and the logo once again is displayed on the screen and frozen. Tried doing the same process with a USB cable plugged in, still same results. I had this same problem a few days ago but after an hour of unplugging the printer, waiting, depressing the power button and holding and plugging the unit back in it finally restarted. I'm not sure what I did but cannot seem to duplicate the same results. When holding the power button in and plugging the unit back in the screen shuts off but the little icons on the left side of the screen remain on. When i press the power button on again the same thing occurs again? I use re-manufactured ink for years in my printer and wonder if this problem is caused by the printer detecting the re-manufactured ink? All the HP software I downloaded for HP does not detect the printer on the CAT cable or USB connection. Printer had been working fine before I got a message on the printer screen to update software?
06-15-2019 12:49 PM
Welcome to the HP Support Community!
Follow the below steps and check if it helps.
- With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
- Remove USB cable, if present.
- Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
- Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
- Turn on the printer and wait till warm-up period finishes and the printer is idle.
If you continue facing the issue, then follow the steps in the below article to update the printer firmware and check as this issue might occur even if the firmware update is not installed correctly.
Let me know how it goes and you have a great day!
If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!
I am an HP Employee
06-15-2019 03:49 PM
I have tried all the methods listed above. I have also downloaded the latest firmware for the HP 8620 but I simply cannot connect the the printer by an CAT or USB connection. The software shows the printer in the initial screen but when i go to the next screen and select one of the option to connect, I cannot get a connection to due the firmware update! There is no printer in the list for me to update.
06-15-2019 04:20 PM
I recommend you contact support as it looks like a hardware issue.
Here is how you can get in touch with tech support.
1)Click on this link – www.hp.com/contacthp/
2)Select the product type.
3)Enter the serial number of your device or select let HP detect your product option.
4)Select the country from the drop-down.
5)You should see the HP phone support number or Chat option listed.
I am an HP Employee
06-19-2019 12:15 PM
This recommendation only works if your print is still under warranty! Since my printer is 2 years old i cannot get any help with this matter from HP phone/chat service. Like I have stated the printer has worked fine for 2 years until an automatic software update was sent to my HP 8620 printer and when it started to install the software update may have been corrupted and caused my printer to FREEZE on the HP Logo screen and will not completed the update task. I have tried numbers options to reset the printer but have not been successful. This problem was caused by a software update that I did not initiate and was automatically installed on my HP 8620 printer.
06-19-2019 04:57 PM
Let's try to perform an advanced reset on the printer. Doing this will set the printer back to the factory settings.
I have sent you a private message with the steps to perform an advanced reset on the printer. Check next to your profile Name, you should see a little blue envelope, please click on it. Click here for more details on how to access the private messages on HP Support Community.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.
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I am an HP Employee