HP Envy 5030 Printer Touchscreen not working

[Den68]

I recently received a replacement HP ENVY 5030 Printer from HP. All printing works fine on it but the touchscreen will not work. Can you help please.

[senan6806]

@Den68

Welcome to HP Forums. This is a great place to get support, find answers and tips to your technical queries.

A simple power reset may resolve the issue, here is how to do it:

1) Make sure this printer is plugged into a direct wall, not a surge protector

2) Remove all of your ink cartridges from the printer and close the door

3) Remove the power cord from the back of the printer (Do no press the power button)

4) Plug the power cord back into the printer

5) Wait for the printer to turn on completely, then install the ink cartridges.

You may also refer to this document. 

Let me know how it goes!

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution and Kudos buttons, that'll help us and others see that we've got the answers!
Have a great day!

[Den68]

Hi Senan6808 thanks for the reply   I did the reset exactly as you said but I’m afraid it didn’t fix the problem  the touchscreen still doesn’t work at all. Can you suggest anything else for me to do? I need to tell you that this printer is virtually brand new and was a replacement sent to me by HP under warranty. I’m pretty sure the touchscreen has never worked. Everything else seems to work on it. Thanks Denis

[senan6806]

@Den68

You are welcome!

We could try updating the printer firmware. You may use the steps available here to update the printer firmware. Could you also check if there is a transparent protective sticker on the printer control panel display, if there is a sticker, then remove the sticker and check if the touchscreen works.

[Den68]

Hello senan6806

Thanks again for getting back to me. I have checked the touchscreen and there is no protective covering on it. I have followed the instructions for firmware upgrade but when I got to the driver upgrade screen there was no firmware upgrade tab so I am completely lost. This is very upsetting considering it is actually a new printer. Is there anything else I can do?

thanks again for your help

Denis

[A4Apollo]

Hi @Den68, I am the Mr.Robot. It looks like you were interacting with @senan6806, but he is out of the office today, so I'll take over from here.

I appriciate your efforts for writing back to us.

As you mentioned you don't see the firmware update for your printer.

It certainly looks to be a hardware issue with your printer.

I will share you few details through a private message regarding the service options dedicated to your printer.

Please watch your inbox for more information.

Hope this helps!

Take Care! 🙂

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

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