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There is a question mark to the left of the display panel

Envy 5020
Microsoft Windows 10 (64-bit)

Yesterday my printer refused to print. I noticed a question mark to the left of the display panel, under the little house. I have spent several hours yesterday and again this morning trying to fix it. I connect by wi-fi so I have restarted the homehub twice. I have switched every thing off and restarted 3 times. I have downloaded the HP Print and Scan Doctor, I now have 4 copies in my Downloads folder. The first run said I had a serious issue and should contact support. At one test I was told I was not connected to a network. I have fixed that. I have removed the printer from my devices and reinstalled it. Latest result said Network Status Ready. Still I have my question mark on the printer. I contacted customer support again, got a virtual agent who didn't seem to understand English. In the end I asked I need to speak to a human in support. Miss Virtual Agent said she didn't understand my question. I tried to find a phone number and tried ringing but none of them would connect. By this time I was in tears. After lunch I decided to see if I could print from my Kindle Fire, this worked. So I tried to print screen on the laptop and that worked,, whereas it had not worked since yesterday morning. BUT I still have my question mark, what does this mean. The app on my iPhone has always shown my printer with a green tick. The printer was bought in November and problems continue it is going back. I did enter my location as United Kingdom, rainy Hampshire, but this keeps reverting to United States. 

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There is a question mark to the left of the display panel

@Andrea-1954

 

Welcome to the HP Support Community.

 

The question mark is just the help icon.

 

Let's try to reset the Printer here:

 

Turn the printer on, if it is not already on.

  1. Wait until the printer is idle and silent before you continue.
  1. With the printer turned on, disconnect the power cord from the rear of the printer.
  1. Unplug the power cord from the wall outlet.
  2. Wait at least 60 seconds.
  3. Plug the power cord back into the wall outlet.
  4. NOTE: HP recommends connecting the printer power cord directly to the wall outlet.
  5. Reconnect the power cord to the rear of the printer.
  6. Turn on the printer, if it does not automatically turn on.
  7. Wait until the printer is idle and silent before you proceed.

Also, try connecting the Printer to a different wall outlet directly.

 

Let me know if this helps.

 

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

 

Thanks!

Have a great day!

 

 


I am an HP Employee

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There is a question mark to the left of the display panel

If you had read my post you would have seen that I tried that, twice. I got an email with your reply so I have just typed a lengthy reply, which refused to send.  I still have the question mark with no clue as to what is the matter. Andrea

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There is a question mark to the left of the display panel

@Andrea-1954

 

Have you tried making a copy? 

 

Also, try updating the printer's firmware - HP Printers - Updating or Upgrading Printer Firmware

Asmita
I am an HP Employee

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