Force Factory Reset without the Touch Screen

[DiveFrosty]

I've come back from holiday to find the printer (Envy 5010) locked up and was not able to get any response from the touch screen.

So I rebooted things and it then started up and asked me what language I wanted, then the country, then says I have to install things via the app on a PC or device basically (It's acting like it's a new printer out of the box I guess) but it doesn't get far.

I run the app and it can't find the printer, but when I've connected it via a USB and it sees it, but I can't do anything with it, it's complaining that I need to connect to enable the Instant Cartridges, which I can't do. I think it's unable to see or use the WiFi

The touch screen only allows me to do the language and coutry selection then sits there.

Does anyone know how I can force a factory reset  when you're unable to use the touch screen menu to navigate to everything and anything?

[VikramTheGreat]

Hi @DiveFrosty,

Welcome to the HP Support Community.

The printer appears to have returned to its initial setup state. Because the touchscreen stops after the language and country selection, the setup cannot finish until the printer establishes an internet connection. USB communication alone cannot activate or validate HP Instant Ink cartridges.

Before proceeding, please confirm whether the HP Instant Ink subscription is still active or has been cancelled, and whether the installed cartridges are HP Instant Ink cartridges or regular HP cartridges.

Restore the printer connection

1. Leave the printer turned on.
2. Disconnect the USB cable.
3. Disconnect the printer’s power cord from the printer and wall outlet.
4. Wait 60 seconds.
5. Restart the wireless router.
6. Reconnect the printer directly to a wall outlet, and then turn it on.
7. Place the printer close to the wireless router during setup.
8. Open the HP app on the computer or mobile device.
9. Select Add Printer or Set up a new printer, and complete the wireless setup.

Make sure the computer or mobile device is connected to the same Wi-Fi network intended for the printer. Temporarily disable any VPN or mobile data connection during setup.

Check the HP Instant Ink account
Sign in to the HP Instant Ink account and confirm:

• The subscription is active.
• There are no pending payment or billing issues.
• The HP ENVY 5010 is still listed on the account.
• The printer is not shown as offline or disconnected.

If the Instant Ink subscription was cancelled, HP Instant Ink cartridges can no longer be used. Regular HP cartridges must be installed.

A factory reset through an undocumented service menu is not recommended. If the printer remains locked on the setup screen and the HP app cannot discover it after these steps, the printer may require further service because the touchscreen setup or wireless hardware is not completing initialization.

[DiveFrosty]

Hello Vikram
Thanks for replying to me here.
To respond to a couple of your questions:

1. HP Instant Ink subscription is still active or has been cancelled - Yes it's still active
2. The installed cartridges are HP Instant Ink cartridges - Yes they are (that's all I have in fact)

When I login to the HP App after going through the steps you provided I see this, confirming the printer doesn't seem to be connected:

If I go to add a printer I get this page:

If I try and select the top printer I get this:

The printer is already turned on and waiting.
What I tried next was to reconnect the USB cable (I normally don't have the USB connected btw) and I got a green light:

I selected it and said it was my home personal printer, then it asked me if I wanted to do a test print and gave me this page:

I said Print......
It went back to this page:

Nothing printed.

The printer screen still shows the same message telling me to "Set up with the App"

If I select Info on the printer, I get the option for Manual setup but then we are back to saying I need to connect the printer to be able to use the instant ink cartridges.

anything else to try?

[VikramTheGreat]

Hi @DiveFrosty,

Thank you for the detailed update and screenshots. The HP app detects two connections:

• A network entry at 192.168.1.103, marked with a red status indicator
• A USB connection on USB001, which allows the printer to be selected but does not complete setup or printing

Because the printer remains on “Set up with the App,” the initial setup and Instant Ink validation have not completed. The USB connection alone cannot complete the required online activation.

Complete setup using the network connection

1. Disconnect the USB cable.
2. Restart the printer and wireless router.
3. Confirm that the computer is connected to the home Wi-Fi network. Temporarily disable any VPN.
4. Open the HP app and select Add printer.
5. Select the network printer showing 192.168.1.103, not the USB001 entry.
6. Follow the prompts to finish setup and connect the printer to the existing HP account.

If the HP app reports that the printer has already been added, remove the offline printer entry from the HP app, close and reopen the app, and then select Add printer again.

Check the printer’s network page
Since the printer displays 192.168.1.103, enter that address into a web browser on the same network. If the printer’s Embedded Web Server opens, check:

• The printer network status
• Whether the printer is connected to the correct Wi-Fi network
• Whether Web Services is enabled

If Web Services is disabled, enable it and restart the printer. If the printer’s page does not open, the printer is not communicating correctly with the local network even though an IP address is displayed.

Please do not perform another factory reset, as this can leave the printer in the same incomplete setup state.

If setup still cannot be completed, please send the email address registered to HP Instant Ink or the printer serial number through a private message only. Do not post either publicly. This will allow the account and printer association to be checked more closely.

[DiveFrosty]

Hello Vikram
Thanks for the response, I'd already tried the adding of the .103 address printer and not the USB above and that's when I got the message it was already added. So I have removed it as you suggested, closed the app and reopened it to this prompt:

Screenshot 1:

I select +Add Device and get this:

Screenshot 2:

I do search again and get this option:

Screenshot 3:

At this point, I must point out that there has never been the wifi blue light on the printer since the issue started.

but I select the first option and away it goes again searching.......Still no printers found as per the same message above in screenshot 2, so off we search again and I get screenshot 3 again.

Yesterday I ordered up normal cartridges and went through the manual setting on the printer today and got the printer to a point where I had the menu options. Great I thought.

But if I tried to enable the wifi it searched for ages then went back to the menu.

I also noticed the there was a smart bluetooth option that when I tried to enable that it did the same.

Trying to connect to the IP address also didn't work.

I will try and send you a private message

[DiveFrosty]

How i fact do I message you, I don't seem to have those options.

Can you message me and I'll respond?

[VikramTheGreat]

Hi @DiveFrosty,

Thank you for the detailed update and for sharing the screenshots. I understand that the printer's Wi-Fi and Bluetooth options are not completing the connection.
 

On the third screen, please select the “Network printer” option (the option on the right). This will allow the HP App to search specifically for a printer that is already connected to the network.
 

Once the printer is detected and added, please print a Network Configuration/Network Test Page from the printer and share a clear photo of that page with us in a private message. This will help us check the printer's network information and determine the next steps.
 

To access your private messages, simply click the private message icon in the upper right corner of your HP Support Community profile, next to your profile and send a private message to me. You can also post the network test page here with any personal/network information you prefer to keep private removed.

[DiveFrosty]

Hi Vikram

Firstly I'm unable to see the message option on the main page or against your profile. It was in both location originally, but now it's gone form both. I thikn I got this message before: "You do not have sufficient privileges for this resource or its parent to perform this action."

With regards the 3rd option,

I've given it a go, but it hasn't found it.

I'm not sure it would work as I've rebooted my router many times now and today I thought I would have a look at the IP address in the table of the router, but it's not there anymore.

I have borrowed a friends 6400 printer and was able to set that all up okay for now.

If we can get private messages working I can send you my ID's so you could at least check my Instant Ink account.

Do I try a factory reset?

[VikramTheGreat]

Hi @DiveFrosty,

Thank you for the update and for trying the suggested steps. I understand that your HP ENVY 5000 is still not being detected and that you have managed to set up your friend's HP ENVY 6400 in the meantime.
 

The private messaging feature was disabled on your account, but it has now been enabled. We will send you a private message shortly. Please reply to that message with your printer and Instant Ink account details so we can check the information and assist you further.
 

Also, when you tried adding your HP ENVY 5000 to the HP App and connecting it to Wi-Fi, did you receive a “No Wi-Fi detected” message?
 

For now, please hold off on performing a factory reset until we review the details and advise you on the next steps.
 

Thank you for your patience and cooperation.