Printer displaying 'load plain paper touch OK...' message to print and scan. Can't remove it.

[PandoraM]

Hello, I have the following message on the display on my HP Envy 5530: 'Load plain white paper then touch OK. Touch Show Me to play the animation'. 

I have followed its instructions three times - print out sheet and scan to calibrate printer - but it continues! I can otherwise print documents, but it would be good to get rid of this unwelcome 'welcome message'.

Advice please

[DavidSMP]

Hi @PandoraM,

Thank you for stopping by the HP forums.. A good day to you. :). I read the post regarding the printer’s control panel error messages. Great description and super diagnosis of the issue before posting. Kudos to you on that score. 🙂

For me to assist you with accurate information I would require more information regarding this.

• Did this happen after you tried to scan a document and it stopped midway?
• Did it happen after a firmware update?
  
  Please perform these steps for a start.
• Turn on the printer.
• Wait until the printer is idle and silent before you continue.
• Disconnect the USB cable from the rear of the printer. If your printer has a network or wireless connection, leave it connected.
• Remove the ink cartridges from the printer.
• With the printer turned on, disconnect the power cord from the rear of the printer and from the wall outlet or power strip.
• Wait at least 60 seconds.
• Plug the power cord back into the wall outlet.
• NOTE:
• HP recommends connecting the printer power cord directly to a wall outlet.
• Reconnect the power cord to the rear of the printer.
• Turn on the printer, if it does not automatically turn on.
• The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
• Wait until the warm-up period finishes and your printer is idle and silent before you proceed.
• Reinsert the ink cartridges, and then close the ink cartridge access door.
• If you receive a prompt to print a calibration page, do so.
• If you disconnected the USB cable, reconnect it to the rear of the printer.
• Try to print and check if the message goes away.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, please. Please note that I am not overloading you with a lot of troubleshooting steps. Instead, just like you, I am eager to ensure that the problem gets resolved. So I am providing you with more resources and information at your disposal to deal with the situation better.

Let me know how it goes and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a super week ahead. 🙂

Cheers!

[PandoraM]

Hello David, Thank you for your further help. I followed the instructions you gave me, and the message on the printer screen instructed me to print the alignment page, and scan it. Note: because my printer is printing only in black and white, although printing is set to 'colour' (see earlier screen grab/message) I now have a message on the printer screen which reads 'alignment page not detected'. 

[DavidSMP]

Hi @PandoraM,

I reviewed the post completely. You've been amazing to work with and have displayed great resilience and patience to try and resolve the issue. Kudos to you for that. It looks like a hardware issue with the printer. 

I will send you steps to perform a semi full reset as a private message. Please keep checking the HP forums for any private message from HP. Please perform these steps and check if it fixes the issue. If it does not, then the printer has a hardware issue and needs to be replaced by contacting HP phone support.

HP Technical Support can be reached by clicking on the following link: http://h22207.www2.hp.com/us-en/?openCLC=true

• (1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• (2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• (3) Once completed click the 'Show Options' icon on the bottom right.
• (4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

Let me know how it goes and you have a great day!

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a super week ahead. 🙂

[PandoraM]

Hello David, 

Thank you for your continued help! Will try the PM steps now. Kind regards, Pandora

[DavidSMP]

Hi @PandoraM,

Please perform a hard reset first. Then please try the semi-full reset. If it still does not work, please contact HP phone support to get the printer replaced. It could be a hardware issue with the printer. You've done remarkably well here. Kudos to you on that score. 🙂 Also, I have given the right steps to perform.a semi-full reset. If it still does not work, please contact Hp phone support to get the printer replaced. Please reply on the public platform as the private message is not always monitored.

If this helps, please mark my public post as an accepted solution so that it benefits several others and please give the same public post a Kudos for my efforts to help.

Take care and have a fabulous year ahead. 🙂

[elderico97]

i think i found the answer...put your finger on the 3 buttons next to the dispay screen and wiggle them like mad...sorted .must have be stuck 

[January1234]

HP community, 

I have the exact same problem and followed all the steps as outlined. The problem still exists. Advise. I cannot move past the screen that asks to print the alignment page. The icon just spins and the printer never works.

[sandytechy20]

@January1234

Welcome to HP support community.

Provide the printer model number or the product number for further assistance.

Cheers.

[January1234]

I am sending this to to the community. sandytechy20

I have a hp EVNY 5530