My printer display is blocked on software update configuration page

[Fisico]

Ad in the title, the local screen of the printer is blocked. The printer is well configured and on Line via Wi-Fi network and I can print from the app with no problema. But I cannot use the printer locally.  Here the screen and of I click save button nothing happens. If I shut down the printer and than start it again the same screen shot reappears. Ho can I solve it??? It’s so frustrating!!!

[A_Gayathri]

Hi @Fisico,

Welcome to the HP Support Community

I understand you are facing an issue with your HP Product. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• May I have the exact name of the model of the product? Refer to this document for steps to find the product details. Do not share your personal information such as serial, phone number, email ID, etc.

Could you please elaborate in detail? 

I hope this helps! Keep me posted. 

Please click “Accepted 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!

Gaya1239

HP Support

[Fisico]

My printer is HP OfficeJet Pro 9730e.

[A_Gayathri]

Hi @Fisico,

Thank you for your reply

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

I understand the printer's display is stuck on a software update configuration page, which can be quite frustrating. Since you can print through the app, it suggests that the printer's network connectivity is working, but the local screen is locked up.

Here are a few steps you can try to resolve the issue:

1. Power Cycle the Printer

• Turn off the printer.
• Unplug the power cord from the back of the printer and wait for about 1-2 minutes.
• Plug the power cord back in and turn on the printer.
• Check if the display clears and you can access the printer settings again.

2. Cancel the Update

If the screen is stuck due to an update, try canceling it:

• Look for any "Cancel" or "Abort" option on the screen.
• If you can't interact with the screen, proceed with a reset to force the update to stop.

3. Reset to Factory Settings

A factory reset can help to clear any stuck processes or configurations:

• From the printer's control panel, navigate to Settings > Printer Maintenance > Restore Defaults or Reset All Settings.
• Confirm the reset and wait for the printer to restart.

4. Check for Firmware Updates Update the firmware on an HP printer

Since the issue seems to be related to the software update configuration, try checking for any available firmware updates through the HP Smart app or HP's website.

• Open the HP Smart app on your device and check for updates.
• If the update is available, complete it via the app.

5. Use the Web Interface

If you have access to the printer via Wi-Fi, you can also try accessing the printer's web interface (embedded web server):

• Open a web browser on your computer or mobile device.
• Type the printer’s IP address into the address bar (you can find this IP address on the printer’s network configuration page or via the HP Smart app).
• This should bring up the printer's control panel in a web browser, and you can attempt to cancel the update or adjust settings from there.

I hope this helps. 

Take care and have a good day.

Please click “Accepted 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!

[Fisico]

1. Power cycle doesn’t work.

2. No “cancel” option is present.

3. 4. I can access ho Smart app Pages but no useful option is present. Here sone screenshots

 

 

[A_Gayathri]

Hi @Fisico ,

Thank you for your response, I appreciate your efforts. As the issue persists, I am sorry to hear that I'm sending out a private message to assist you with the next course of action. 

Please check your Private -icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted for further assistance.

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!