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- HP Community
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- Re: HP Envy 6120e not going into sleep mode

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04-02-2025 05:25 AM
My HP Envy 6120e printer would not go into sleep mode nor inactivity shutdown since I purchased it 2 months earlier. I have had 2 phone calls with HP support each one lasted an hour. In the end they said it must be a hardware issue and decided to send me a replacement. The replacement printer arrived today and this one has the same issues. Does anyone have this printer that does go into sleep mode and shutdown?
04-03-2025 09:24 AM
@alanb33, Welcome to the HP Support Community!
Thanks for reaching out about your query regarding your HP Envy 6120e not going into sleep mode!
We're thrilled to have the opportunity to assist you and provide a solution.
Based on your description, it sounds like your HP Envy 6120e printer is not entering sleep mode or shutting down due to inactivity as intended. There are a few steps you can take to troubleshoot and potentially resolve these issues:
Firmware Update:
- Ensure your printer's firmware is up to date. The latest firmware can sometimes correct issues with sleep mode and inactivity shutdown. You can check for updates via the printer's control panel or HP website.
Energy Settings:
- Verify the printer's energy settings. Sometimes, the settings need to be adjusted to ensure the printer enters sleep mode or shuts down after a period of inactivity. You can find these settings in the printer's control panel under "Setup" or "Preferences".
Network Connectivity:
- Check the network settings if your printer is connected over Wi-Fi. Network activity can sometimes prevent the printer from entering sleep mode.
Reset Printer Settings:
- Perform a factory reset of the printer. This can sometimes resolve overlooked configuration issues. On the printer's control panel, there should be an option for "Restore Factory Defaults".
Power Cycle:
- Execute a power cycle by turning off the printer, unplugging it for a few minutes, then plugging it back in and restarting it. This can sometimes resolve temporary issues.
Take care, and have an amazing day!
Did we resolve the issue? If yes, Please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!
Regards,
ZOEY7886
I am an HP Employee
04-03-2025 12:25 PM
I have tried all your suggestions, some more than once and the problems remain. I have had over 2 hours of telephone calls with HP support, I have an outstanding WhatsApp call with HP support who take forever to update me. I have asked HP support if they have one of these printers they can test if sleep and shutdown features work but they have not replied on this point. I am loosing faith in HP support and therefore HP as a brand.
04-04-2025 06:01 PM
@alanb33, Welcome to HP Support Community,
Thank you so much for posting your query! My colleague is currently out, but don't worry – I’ll be taking over and making sure we get this sorted for you.
If the agent provided a case ID, could you please share it with us so we can investigate further?
I truly hope these steps help get things back on track. If you have any questions or need any further clarification, just let me know – I’m happy to guide you through it and make sure everything works perfectly.
Take care, and I hope you have an amazing day ahead! 😊
Problem solved? 🎉 That’s fantastic! If you could mark this as the Accepted Solution, it would help others find their way here faster. And if you found this helpful, a simple ‘yes’ would mean a lot – it makes my day and gives this reply a little street cred! 🏅
Regards,
Garp_Senchau
I am an HP Employee
04-04-2025 11:47 PM
Thank you for your offer of help.
I do not have a case ID but I can provide you with the WhatsApp messages - see below
[02/04/2025, 14:29:33] HP Support: This business uses a secure service from Meta to manage this chat. Tap to learn more.
[02/04/2025, 14:29:33] Alan Bissell: I have a HP Envy 6120e that will not go into sleep mode or inactivity shutdown. I have had 2 very long calls with support who decided the printer needs replacing. I have received the replacement and this one has the same issues. Do you have this model of printer to check if any of this model does what it should? It seems like a model fault
[02/04/2025, 14:43:30] HP Support: Good day thank you for contacting HP. My name is Ikbel and I will be your assistant for today.
[02/04/2025, 16:01:57] Alan Bissell: R u there?
[02/04/2025, 16:10:45] HP Support: I apologize for the delayed response. However, our conversation might be slightly delayed at times because its not a live chat. I am doing my best to respond to you quickly. Thank you for your understanding.
[02/04/2025, 16:15:00] Alan Bissell: Thanks
[02/04/2025, 16:15:35] HP Support: no worries 😊
[02/04/2025, 17:05:51] HP Support: Alan regarding your issue can you check the printer's power settings or firmware updates to see if adjustments can resolve the problem
[02/04/2025, 17:06:00] HP Support: Ensure the printer's firmware is up-to-date. You can do this via the HP Smart app or the HP website.Adjust the sleep mode settings through the printer's embedded web server (EWS) or the HP Smart app.
[02/04/2025, 17:06:11] HP Support: Disable any "Eco Mode" settings, as they might interfere with sleep functionality.
[02/04/2025, 17:14:06] Alan Bissell: I have checked the power settings. It did a firmware update this morning when I installed the replacement printer. I have checked the sleep mode settings. Where on this model of printer is the Eco Mode setting because I cannot find it?
[02/04/2025, 17:16:54] HP Support: from the printer web page
[02/04/2025, 17:17:03] HP Support: can you access to HP smart app
[02/04/2025, 17:32:15] Alan Bissell: Yes just opened it
[02/04/2025, 17:34:32] Alan Bissell: Opened it on my phone. Don’t know what you mean by “printer web page”
[02/04/2025, 17:35:13] HP Support: alright make sure that the printer is connected
[02/04/2025, 17:35:32] HP Support: From the HP Smart app home screen, click the image of your printer to open the settings and management tools.
Under Settings, click Advanced Settings to open the printer Embedded Web Server (EWS).
[02/04/2025, 17:37:19] Alan Bissell: Done that
[02/04/2025, 17:41:13] HP Support: now can you tell me the options you have
[02/04/2025, 17:42:44] Alan Bissell: Cartridges and Paper
[02/04/2025, 17:44:20] HP Support: do you have a settings menu ?
[02/04/2025, 17:45:11] Alan Bissell: Under General have Power and Display settings
[02/04/2025, 17:46:19] HP Support: click on power please
[02/04/2025, 17:46:52] Alan Bissell: Only option is to restart printer
[02/04/2025, 17:47:27] HP Support: can you send me a screenshot please
[02/04/2025, 17:48:51] Alan Bissell: <attached: 00000049-PHOTO-2025-04-02-17-48-51.jpg>
[02/04/2025, 17:51:27] HP Support: alright can you please click on the menu on top
[02/04/2025, 17:51:41] Alan Bissell: If I click the arrow next to restart now it gives me Energy Settings as option. If I click this it confirms sleep after 5 minutes and inactivity after 20 minutes
[02/04/2025, 17:52:26] Alan Bissell: Yes clicked lines at top
[02/04/2025, 17:53:45] HP Support: Go to Settings > Power Management or Eco Settings.
[02/04/2025, 17:54:00] HP Support: As it is almost the end of our service's shift, I would like to inform you that we would finish the troubleshooting steps tomorrow.
Our support is available on business days from 8:00 am to 6:00 pm
[02/04/2025, 17:55:56] Alan Bissell: Do not have either of these options
[02/04/2025, 17:57:50] HP Support: Thank you for your patience. We are ready to assist you. Please note that our support is open on business days from 8 am to 6:00 pm and I want to let you know that if we can’t respond to your request today, it means we need more time to better assist you. In order to effectively respond to your request, we suggest that you resume our conversation tomorrow morning to take the necessary action.
Do you agree, please?
[02/04/2025, 17:58:17] Alan Bissell: Ok
[02/04/2025, 17:58:26] HP Support: thank you
[03/04/2025, 16:00:36] HP Support: Hello again, I am contacting you to check if you are available to proceed with your request.
[03/04/2025, 16:43:49] Alan Bissell: I waited all morning had to go out this afternoon Can we do tomorrow morning?
[03/04/2025, 16:45:02] HP Support: Certainly, Alan. Please reach out to us tomorrow morning; Our working hours are Monday to Friday : 8:00 AM to 6:00 PM. We appreciate your patience.
[04/04/2025, 09:55:26] Alan Bissell: Can you pick up on this issue please as soon as possible this morning as I have to go out at 1.15.
Here is a copy of my original request for help
“I have a HP Envy 6120e that will not go into sleep mode or inactivity shutdown. I have had 2 very long calls with support who decided the printer needs replacing. I have received the replacement and this one has the same issues. Do you have this model of printer to check if any of this model does what it should? It seems like a model fault”
Thank you
[04/04/2025, 10:00:09] HP Support: Good morning. We are back and ready to assist you. Are you available to proceed with resolving your issue?"
[04/04/2025, 10:00:25] Alan Bissell: Yes
[04/04/2025, 10:02:35] HP Support: Good morning, thank you for reaching us back
[04/04/2025, 10:06:56] HP Support: Shall we carry on please .
[04/04/2025, 10:07:08] Alan Bissell: Yes
[04/04/2025, 10:08:56] HP Support: What are the updates regarding the issue So far pelase
[04/04/2025, 10:12:25] Alan Bissell: Please see my first message this morning and answer that question as all the troubleshooting options have been exhausted over this WhatsApp earlier this week and my long phone calls last week
[04/04/2025, 10:15:17] HP Support: We have applied all the trouble shoot and I believe the inquiry has been answered throughout the chat , However When we exchange the printer we either pick the same model or the nearest model to .
[04/04/2025, 10:27:11] Alan Bissell: I was sent the same model and have the same problem. Which is why I ask if you have this model in your offices to check out the sleep and non activity shutdown features. DO YOU HAVE THIS PRINTER OR NOT?
[04/04/2025, 10:30:32] HP Support: Please understand that We do not contain the printers in one Store where we all work , HP is an international company that provides multiple services at the same time , Therefore i do not have an information regarding if we have it in our offices or not
[04/04/2025, 10:32:02] Alan Bissell: In that case we are wasting our time if you have no way of checking this model of printer.
[04/04/2025, 10:34:08] HP Support: I cannot check if we have that model specifically for another exchange if that what you request , However we still can carry with the trouble shoot to see the core of the issue
[04/04/2025, 10:37:57] Alan Bissell: But everything has been exhausted. I am not requesting another exchange. There is no point going forward with this whilst you do not have the same model to check the issue out. I will write to HP about this. What address should I use please?
[04/04/2025, 10:45:36] HP Support: DO you want to run a compalint regarding it ?
[04/04/2025, 10:45:58] Alan Bissell: Yes
[04/04/2025, 12:18:59] Alan Bissell: Please update me with the HP address to write to
[04/04/2025, 12:23:05] HP Support: Please provide me with the reason of compliant and i will raise it , Because that is the process i will provide you with a case ID on Which Contains all the details and you will be contacted
04-05-2025 02:17 PM
Hi @alanb33,
Thank you so much for your patience till now.
First off, to answer your question, yes, the HP Envy 6120e printer does come with Sleep Mode and Inactivity Shutdown (Auto-Off) features. Here’s a quick breakdown:
Sleep Mode:
This mode reduces power consumption after a period of inactivity. While in sleep mode, you might notice:
A dark control panel display
A slowly pulsing or dim power light
The printer will automatically wake up when it receives a print or scan job.
Inactivity Shutdown (Auto-Off Mode):
This turns the printer completely off after a certain period of inactivity (typically two hours). You would need to manually press the power button to turn it back on.
Let me know if this answers your concern, or would you like more assistance.
Take care and have an amazing day ahead! 🚀
Best regards,
Kuroi_Kenshi
I am an HP Employee
04-07-2025 01:31 PM
Hi @alanb33,
We're here to help you tackle that malfunction! Don't worry, we've got your back!
To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential.
To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link.
You can use this link as well:
Private Messages - HP Support Community
We're looking forward to helping you resolve this issue!
Stay tuned, and thanks for your patience!
Best regards,
Kuroi_Kenshi
I am an HP Employee