HP OfficeJet Pro 7740 "A problem has occurred with one of the printers critical system files"

[Barry_A1]

HP OfficeJet Pro 7740 gets the following message on power-up.  "A problem has occurred with one of the printer's critical system files.  A printer update will be installed to fix this problem."  It stalls at this message and nothing else happens.  This is preventing my laptop from communicating with the printer and therefore I can't run troubleshooter

[Kumar0307]

@Barry_A1, Welcome to the HP Support Community!

I see that you are not able to use the printer due to this message. Let us try these steps:

Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

Update the printer firmware

Click here to download and install the latest printer firmware from your PC.

Click here to know different methods of updating printer firmware.

Try making a standalone copy and check if that works. By this, we can conclude if this is a hardware or a driver issue.

Hope this helps! Keep me posted. 

Please click “Accept as 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!

Have a great day! 

[Barry_A1]

Hi Kumar,

Thanks but none of that worked.

When I turn the printer on I still get the same message and then it freezes up.

I have tried to download and install firmware but the printer appears to be "Offline" and I can't communicate with it.

I have tried via my router and also via direct USB cable.

Any thoughts or is it a lost cause?

[Kumar0307]

@Barry_A1

If the printer is stuck at this error, I'm afraid this is a hardware issue. Please reach out to the HP Technical Support team in your region regarding the service options for your printer. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

Keep me posted for any other assistance.