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HP Envy 6255 stuck on loading screen

HP Recommended
HP Envy 6255
Microsoft Windows 10 (64-bit)

I went to print on 7/31 and discovered my printer was stuck on the loading screen. It is showing offline on my laptop and will not boot all the way up or turn off via the power button (it will turn off if unplugged). The printer itself is only a 1 1/2 years old and used infrequently. I love it when I do use it though and hate the idea of having to get a new one.

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HP Support Agent
HP Support Agent
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HP Recommended

Hi @Karimill28,

 

I'd like to help!

 

Let's try a power reset on the printer

 

Reset the product

  • With the printer turned on, disconnect the power cord from the rear of the printer.
  • Unplug the power cord from the wall outlet.
  • Wait at least 60 seconds.
  • Plug the power cord back into the wall outlet.
  • Reconnect the power cord to the printer.
  • Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

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

 

Hope this helps! Keep me posted. 

 

And, Welcome to the 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 tried unplugging and plugging in as you suggested but it still freezes on start up. How can I update the firmware when the system cannot find my printer? I can’t update it straight from the printer since it’s frozen and going off the link on my computer gives me the error that it cannot find the printer to update it. 

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6A192B8E-0F51-46A5-A9DB-8F3FDD6DD2E8.jpeg

This is what is stuck on

 

And when I try to load firmware it looks like this

C1D7F6C7-9A08-4A50-8AC7-D0334DABE91B.jpeg

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HP Support Agent
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As this is a hardware issue, I'd suggest you Contact HP in your region regarding the service options for your computer.

 

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.  

 

Have a great day! 

 

 Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

 

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