HP ENVY Photo 7855 All-in-One Printer is frozen

[JEP66]

My HP ENVY Photo 7855 All-in-One Printer is frozen.  It starts to initialize then freezes.  It won’t turn off via the power button.  There is no connection to the Wi-Fi and the touch screen is not working.  There was a power outage in my area while I was gone, so I’m not sure if that caused a problem or not.  I’ve tried the fixes recommended but nothing is working.  Resetting the modem/router and even hardwiring to them has had no effect.  HP Smart says the printer is offline.  I’ve had the issue before and unplugging and plugging back in has worked, but not this time.  I can’t do any kind of driver or firmware updates either.  Any suggestions besides getting a new printer?

[Raj_05]

Hi @JEP66,

Welcome to HP Support Community.  

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

If your HP ENVY Photo 7855 All-in-One Printer is frozen or unresponsive, you can try the following steps to troubleshoot the issue.

Restart the Printer: The first step is to power off the printer by unplugging it from the power source, waiting for a minute, and then plugging it back in. This can sometimes resolve minor software glitches.

Check for Paper Jams: Make sure there are no paper jams or obstructions inside the printer. Even a small piece of paper stuck inside can cause it to become unresponsive.

Check for Error Messages: If there is an error message on the printer's display, take note of it. This can help identify the specific issue.

Reset the Printer: To perform a partial reset (which won't erase settings), you can try the following steps: 

• a. Turn off the printer. 
• b. Disconnect the power cord from the back of the printer. 
• c. Wait for 30 seconds. 
• d. Reconnect the power cord. 
• e. Turn on the printer and see if it responds.

Update Firmware: Ensure that your printer has the latest firmware updates. You can usually find this information on the HP support website.

Check for Connectivity Issues: If your printer is connected to a network, ensure that it has a stable network connection. You can check the Wi-Fi or Ethernet connection settings in the printer's menu.

Try a Different Power Outlet: Sometimes, power fluctuations can cause the printer to freeze. Plug it into a different power outlet or use a surge protector.

Factory Reset: As a last resort, you can perform a factory reset. Please note that this will erase all your customized settings and return the printer to its default state. The steps to perform a factory reset can vary depending on the printer model, so consult the user manual or HP's support resources for specific instructions.

Remember to exercise caution when performing a factory reset, as it will erase all personalized settings and configurations.

I hope this helps. 
 

Take care and have a good day.

Please click “Accepted 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!

Alden4
HP Support 

[JEP66]

I've tried all of those options and none has worked.  When I try to update firmware is says it's not found for the ios version on my phone.  I tried going back to a previous version then the HP app started flashing on my phone.  I can't find an option on HP Smart on my phone to reset to the factory defaults.  I can't do anything on the printer touchscreen as it's frozen.

[Raj_05]

Hi @JEP66,

Thank you for your response, 

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support

[EAP06]

Hello,

 This very same thing is happening to me. Were you able to get it resolved by contacting HP support?

Thanks!

[JEP66]

No.  It's freezing while initializing so I never get the options to continue with driver updates.  I can't do it on my phone either via the HP app.  I guess it's just too old now and I need to get a new printer.

[EAP06]

Mine is freezing while initializing as well. Also tried via the HP app and wasn't able to do it from there either - very frustrating.

Thanks for your reply. 😃

[Mike7855]

Was anyone able to solve this issue?