Officejet Pro 9018e New printer touchscreen is non-responsive from initial startup

[ShawnMe]

As mentioned the touchscreen is not functioning properly.  It will register at time after multiple touches but the scrolling function is completely useless. The "Home" and "Back" buttons work fine.  Im not sure if it's an issue with the screen itself or the firmware, but I can't navigate the menu to get to any type of firmware update screen. This is literally a new fresh out of the box printer. Any ideas before I take it out back and give it the Office Space treatment?

[ShawnMe]

After poking at the screen over and over i did manage to get it to the wifi setup where it connected to my router by pushing the router WPS button.  I was hoping maybe it would automatically check for software/firmware  updates but that didn't happen.  I did download the newest firmware onto a USB drive but it seems it still wont load it without being able to navigate to the settings menu on the touchscreen.  Ive tried all the suggested fixes I could find online and the automatic support assistant it absolutely useless as it keeps suggesting monitor touchscreen troubleshooting on a computer.   Im about to reinstall my 5 year old Cannon printer since it is still 80% functional.  Anyone have any ideas? Getting through to tech support is like pulling teeth.  Fortunately this printer is in a back office so its not too critical but the frustration is mounting! 

[Kumar0307]

@ShawnMe, Welcome to the HP Support Community! I’m here to help.

I understand the touch screen on the printer is non-responsive. 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 computer.

If this does not help, please reach out to the HP Technical Support team in your region regarding the service/replacement options for your printer. 

Follow the instructions below to reach them:

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6) Fill out the webform and proceed further.

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes, please send me a private message with the region you are contacting us from. Check next to your profile name, you should see a little blue envelope, please click on it.  

Keep me posted for any other assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[ShawnMe]

Spent a week trying to get help or some information. Too much wasted time so I boxed it back up and returned it.  Tried all those troubleshooting tips multiple time with no success. 

[Kumar0307]

@ShawnMe

I'm sorry you had a bad support experience. I would have given you the direct number of the HP Support team in your region to get a replacement.

Keep me posted for any other assistance. Happy to help!

[ShawnMe]

This is unreal but I got a replacement HP envy photo 7858 from a different store and it has the exact same issue. I was able to finish the set up on my phone and update the firmware but the touchscreen still acts the same. It will select something if I hit it multiple times over and over but I cannot scroll any of the menus. 

[Kumar0307]

@ShawnMe

Apologies for the inconvenience caused. Make sure the protective film on the display is removed.

Use your fingertip to access the options on the printer screen. It is a capacitive touch screen. It will not work if you are using any objects to tap on the screen.

Also, kindly perform the steps mentioned in this document.

If the issue persists, I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction or a remote session with our HP Support team.

I have sent you a private message with the contact information. Kindly check the same, this might help you to resolve this issue. Check next to your profile name, you should see a little blue envelope, please click on it.  

Keep me posted for any other assistance.