HP Pagewide Pro 477dw MFP - stuck initializing

[navijack2018]

We have recently tried to set this printer up in our office, however it is stuck initializing during the set up.

If you try to run the HP setup wizard in Windows it gets to part 3 when it has finished the checking and is supposed to start the installation but it crashes.

I am sure there is a hardware issue as the printer screen is always stuck on initializing, you can't power it off but have to pull out the power plug to make it turn off. If you turn it back on it starts up and gets stuck initializing again. The printer is brand new and under warranty.

FYI I have already tried the following steps -

Step #1 - Remove device from devices and printers if it exists

Step #2 - Pull power cable out of the back while printer is running

* 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. E.g. pull the cable out when the printer is turned on, without shutting it down properly.

* 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 and then plug back the power cord to the printer. Do not turn it back on yet

Step #3 - Uninstall the HP printer software from the programs list if it exists 

Step #4 - Restore settings

* Turn on the printer and wait till warm-up period finishes and the printer is idle.

* On the product control panel, touch the Setup button.

* Scroll to and touch the Service menu. 

* Scroll to and touch the Restore Defaults button, and then touch the OK button. The product automatically restarts.

(Note that the manu on the screen may be slightly different to this guide, as the information is generic)

[John_Getzke]

> The printer is brand new and under warranty.

Contact HP and take advantage of that warranty while you can.  They can provide you with the steps to perform a COLD or NVRAM reset and then swap the printer if that doesnt work.  Any damage should be covered by that warranty.

[navijack2018]

I shall certainly give this a go, and will write the results here if I get anywhere