HP ENVY Photo 7120 Stuck On Boot Screen

[CardcaptorRLH85]

I'm in need of factory reset instructions for my printer. When I plug the printer in, the wifi button does not turn on and the touchscreen is stuck loading the first frame with only one blue dot. I have tried turning it on and off, disconnecting the power and waiting, and removing the ink cartridges without any response. It's completely frozen on the first screen with no way to proceed to any menu. I even decided to leave it alone for a while and it didn't move forward for at least a week. I'll include a picture of the screen it's stuck on.The broken printer.

Since my printer isn't working, I've also paused my Instant Ink subscription and if I can't use it in the future I'll have to cancel it altogether. 

[Irfan_06]

Hi @CardcaptorRLH85,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to help you.

I understand you're experiencing an issue with your printer that is stuck on loading screen.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, refer to the steps on this link to restore factory defaults.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[CardcaptorRLH85]

@Irwin6 I followed your instructions in section A and I'm still having the same issue. As far as B and C are concerned, since I can't boot the printer, I can't update the firmware or reset the printer via any of the given methods. Is there some hardware based method to hard reset this printer? 

[Irfan_06]

Hi @CardcaptorRLH85,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

It seems like an issue with the printer hardware as you have exhausted all the possible troubleshooting steps to fix it. We appreciate your understanding and patience.

I've sent you a private message with the instructions to get in touch with the HP phone support to assist you further. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support

[CardcaptorRLH85]

@Irwin6 I got a message saying:

"You do not have sufficient privileges for this resource or its parent to perform this action.

Click your browser's Back button to continue."

when I tried following your link and I don't see the envelope. Are users with new accounts (low post counts) blocked from the private message feature? 

[Raj2111]

Hi @CardcaptorRLH85 

Welcome to the HP Support Community.

Thank you for posting your query. I will be glad to assist you.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Please log in to your account.

Take care and have a good day.

-Regards

Raj-HP Support