HP Officejet 6500A Plus. Control screen not working on right hand side

[Stewarta_11]

My HP 6500A Plus is stuck and I can't access the menu to change the internet (new wifi router).

Second issue is the none-HP cartridges error won't clear from the screen.

Totally frustrated and thinking of buying new non-HP printer as the easy/quick option given the time I've wasted so far.

[zoey7886]

@Stewarta_11, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding HP Officejet 6500A Plus Screen and Cartridge Issues! 

We're thrilled to have the opportunity to assist you and provide a solution.  

It sounds like you're encountering two separate issues with your HP Officejet 6500A Plus: difficulties with the control screen, particularly accessing the menu, and errors related to non-HP cartridges.

Screen Issue

For the issue with the control screen not responding on the right-hand side, here are a few steps you can try to remedy the situation:

Power Cycle the Printer: Turn off your printer and unplug it for at least 30 seconds. Plug it back in and turn it on. Sometimes a reset can help resolve screen and control panel issues.

Check for Obstructions: Make sure there's no physical obstruction that might be affecting the touchscreen. Wipe the screen gently with a clean, lint-free cloth.

Firmware Update: Ensure your printer's firmware is up to date. Sometimes, updates can resolve software glitches. You can check for updates via the HP website.

Factory Reset: If the above steps don't work, you may consider performing a factory reset on your printer. This action will restore the printer to its default settings, which could resolve control panel issues. Consult your printer's manual or HP’s support site for specific instructions on how to perform a reset.

Non-HP Cartridge Error

For issues regarding non-HP cartridges, these are some general troubleshooting steps:

Use Genuine HP Cartridges: Non-HP or refilled cartridges can cause errors and issues with the printer. Consider using genuine HP cartridges to avoid compatibility issues.

Re-seat Cartridges: Open the cartridge access door and make sure the cartridges are properly seated. Sometimes removing and reinserting them can help.

Clean Cartridge Contacts: Clean the contacts on the cartridges and inside the printer with a clean, lint-free cloth slightly dampened with water or cartridge cleaner.

Cartridge Reset: Sometimes, manually resetting or removing the cartridge error can be done through the printer’s control panel, but it's often blocked by the error message itself. A printer reset, as mentioned above, might help.  

Hope this helps! 

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, 

[Stewarta_11]

Difficulty I have is that I have no internet connection as my router has changed and to get to the controls on the printer to change the set up I can't get past the frozen right hand side of the control panel.

I have tried rebooting and have plugged a USB cable in but the printer is not recognised.

I have tried removing the printer from the computer to see if it would recognise it from scratch and a new set up but this didn't work.

Presently the printer is sitting with the non-HP cartridge error showing. The right side of the control panel isn't working.  My PC doesn't recognise the printer is connected by USB.

What can I do? 

[zoey7886]

@Stewarta_11, Got it — thanks for clarifying. Since you’re dealing with two overlapping problems (frozen right-hand side of touchscreen + non-HP cartridge error + USB not being recognized), here’s a structured way forward:

🔹 1. Bypass the Frozen Touchscreen

Because you can’t use the control panel to change Wi-Fi or clear the error:

Use the Embedded Web Server (EWS):
If the printer was previously connected to Wi-Fi, try entering the last known IP address into your browser. If it loads, you can change wireless settings from there.

Connect via USB Setup:
If the printer isn’t recognized over USB, try:

Use a different USB cable (preferably a short, shielded one).

Plug directly into the PC’s rear port (avoid hubs/docks).

Remove old HP drivers/software and reinstall the Full Feature Software package for the 6500A Plus from HP’s website.
This package usually forces Windows to detect the printer during setup.

🔹 2. Deal with the Non-HP Cartridge Error

Unfortunately, HP models are strict with cartridges:

If possible, swap in at least one genuine HP cartridge (even if near empty) — this sometimes clears the error so you can proceed.

Clean contacts: Use a lint-free cloth slightly dampened with distilled water, wipe both cartridge and printer contacts. Let dry fully before reinserting.

If the error persists, the printer will remain blocked — it won’t let you bypass the error screen until it sees a genuine HP cartridge.

Hope this helps! 

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, 

[Stewarta_11]

Using the EWS has allowed me to connect to my new router. The printer is now recognized but is not behaving properly as the spooler takes 15 minutes or so to clear after printing. There is no way to speed this up that I have found.

The control panel on the printer is still frozen on the right hand side.

The non HP cartridge error on the printer clears after I respond to an onscreen pop up message about the benefits of orig HP cartridges.

[zoey7886]

@Stewarta_11, We're here to help you tackle that HP Officejet 6500A Plus! 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.  

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

Regards,