cancel
Showing results for 
Search instead for 
Did you mean: 
  • ×
    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
  • ×
    Information
    Fix Windows 10 Update Issues

    Resolve Windows 10 or update issues on HP computer or printer– Click Here

  • post a message
Highlighted
New member
1 0 0 0
Message 1 of 2
41
Flag Post
HP Recommended

cannot shut down

Envy 5010
Microsoft Windows 10 (32-bit)

Envy 5010 printer

Paper jam, could not clear

Will not shut down

 

1 REPLY 1
Highlighted
HP Support Agent
HP Support Agent
10,423 10,403 781 774
Message 2 of 2
16
Flag Post
HP Recommended

cannot shut down

@SUEC3, Welcome to HP Support Community!

 

I see that the printer is in an error state, to be able to assist you better, I'd like to know the following-

 

What happens when you unplug the power cord from the printer and reconnect?

Is there a physical paper jam on the printer that cannot be removed?

 

Meanwhile, try the steps below-

 

  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.
  7. Reconnect the power cord to the rear of the printer.
  8. Turn on the printer, if it does not automatically turn on.
  9. Wait until the printer is idle and silent before you proceed

Update the printer firmware

Download available firmware updates from the HP website

With the printer on and connected to the computer, go to HP Customer Support - Software and Driver Downloads, and then identify your printer. Look for and install any available firmware updates. Refer to the document HP Printers - Updating or Upgrading Printer Firmware

 

Keep me posted for further assistance.

TEJ1602
I am an HP Employee

Reply
0 Kudos
Be alert for scammers posting fake support phone numbers on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation