HP OfficeJet Pro 7720 Failing Startup - Stuck at Logo screen

[e7-nabundis]

My printer is currently inoperative and failing to proceed past the HP logo screen upon startup, with the seven dots below.

I have attempted several power cycles in addition to performing an unplugged "hard reset" sequence I had seen mentioned in another support ticket with no luck. I am unable to access the control panel due to the device not completing the startup process.

[Jerry_57]

Hi @e7-nabundis,

Welcome to the HP Support Community.

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

I hear that the HP logo screen with the dots does not finish startup, and the HP troubleshooting flow recommends these checks first:
 

• Disconnect all external/peripheral devices and test the device by itself.
   
• Verify the power source is good and connected properly.
   
• Perform a hard reset:
  
  
  1. Turn off the device.
      
  2. Disconnect externally connected devices.
      
  3. Unplug the power source.
      
  4. If possible, disconnect/remove the battery or internal power source.
      
  5. Press and hold the power button for at least 15 seconds to drain residual power.
      
  6. Reconnect the power only, then turn the device back on.
      
• If the issue remains, HP recommends:
  
  
  • Reset BIOS/default settings where applicable
     
  • Reseat connections/cables
     
  • Check for POST/blinking light error codes
     
  • Run HP Hardware Diagnostics if the device supports it  

I hope this will help.

 

Take care and have a good day.

[e7-nabundis]

Hi Jerry,

I have performed the following with no luck, the device is still getting stuck at the HP logo screen and is entirely unresponsive.

- Disconnected all external devices and tested printer, still failing to complete startup process.

- Verified the power source and tested with alternative, known good sources of power.

- Performed a hard reset by turning off the device, disconnecting everything, and holding the power button for 15 seconds, no luck.

- Unless there is some process that I am unaware of, I cannot reset bios/default settings, as the control panel is unresponsive.

- Reseated connections, no luck.

- There are no blinking POST codes available that I can see, and HP diagnostics is not available since the printer is unresponsive and disconnected from the network as a result.

Please let me know if there are any other methods to try here such as a firmware/driver update, or if we are looking at a replacement.

[Jerry_57]

HI @e7-nabundis,

Thank you for your response.

Kindly perform the printer to the original factory defaults and check:

To restore the printer to the original factory defaults 

1. From the printer control panel, touch or swipe down the tab at the top of the screen to open the Dashboard, and then touch ( Setup ). 

2. Touch Printer Maintenance . 

3. Touch Restore.

4. Touch Restore Factory Defaults. A message appears stating that the factory defaults will be restored. 

5. Touch Continue.

[e7-nabundis]

Jerry,

As I have repeatedly stated, the control panel is unresponsive, so the methods you continue to suggest will not work. Is there an option to perform a local firmware update/reset using the ports on the back of the device? 

If the control panel is the only option for resetting the device, then I will consider this scrap.

[Jerry_57]

Please help us by providing the Product serial number or product number in a private message for further assistance.
 

Here is the link to find the product serial number: - Click here

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