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TONIA49
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Message 1 of 2
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Envy monitor is NOT Working

HP Recommended
ENVY 120 SERIES
macOS 10.13 High Sierra

Hi,

i've the HP Envy 12p Series and the touch screen monitor is NOT working anymore. Is totally Black. I've just the "Home", "Return" icons turned in "ON". 

So i can't have access to anything, No additional Wi-fi Setting, etc...

I'd like to reset this product but i can't find any tutorial that explain how to do that.

There is anyone that can help me to solve this matter?

 

Thank you

1 REPLY 1
Riddle_Decipher
HP Support Agent
HP Support Agent
31,166 31,117 2,613 3,967
Message 2 of 2
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HP Recommended

@TONIA49

Thank you for posting on HP Forums, 

Riddle_Decipher is at your service (Like a Genie, however, without magic powers) 😉

 

Have you attempted to perform a hard reset on the printer?
If not, here's what we need to start with:

 

Step 1: Turn the printer off and then on again

  1. Press the Power button to turn off the printer.

  2. Wait 60 seconds.

  3. Press the Power button to turn on the printer.

  4. Try again to use the touchscreen menu.

  • If these steps resolved the issue, there is no need to continue troubleshooting.

  • If the issue persists, see the next step.

Step 2: Connect the printer directly to a wall outlet

Follow these steps to make sure that the printer is properly connected to a suitable power source.

  1. Unplug the power cord from any power strips or surge protectors.

  2. Plug the power cord directly into a grounded electrical outlet.

  3. Try again to use the touchscreen menu.

    If the touchscreen responds when connected directly to the electrical outlet, do not reconnect the power cord to the power strip or surge protector.

  • If these steps resolved the issue, there is no need to continue troubleshooting.

  • If the issue persists, see the next step.

Step 3: Reset the printer

  1. Press the Power button to turn on the printer.

  2. With the power on, disconnect the power cord from the rear of the printer.

  3. Wait 60 seconds.

  4. Reconnect the power cord to the rear of the printer.

  5. Press the Power button to turn on the printer.

  6. Try again to use the touchscreen menu.

If the touchscreen does not respond, refer to my private message for more instructions:

please check your Private message icon on the upper right corner of your HP Forums profile, using the blue envelope: 

Click here for more details on how to access the private messages on HP Forums

 

Keep me posted, as I (Or a trusted colleague) shall follow-up on this case to ensure the concern has been addressed, 

And your device is up and running again, only in case you don't get back to us, first! 

That said, If the information I've provided was helpful, give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us, and others see that we've got the answers!

Good Luck.

Riddle_Decipher
I am an HP Employee

0 Kudos
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