Start up stuck on the first dot

[ladyds5]

@nal_nr I am also having a problem with start up on my printer. It is stuck on the first dot and won't go any further. I have pressed and held the on/off button, unplugged, everything I have found and nothing works. I saw that you were able to send a private link to a gentleman having the same issue and it worked. Can you please help? 

[VikramTheGreat]

Hi @ladyds5,

Welcome to the HP Support Community.
 

I understand the printer is stopping at the first dot during startup, and you have already tried the usual power-button and power-cycling steps. This is a known issue that has appeared with the HP ENVY Photo 7855, and HP Community cases with the same symptom have been addressed with a printer-specific reset procedure.
 

Before we go further, I want to confirm a couple of details:

• Is the printer completely frozen on the first dot, with the touchscreen not responding?
• Does the Power button remain lit and fail to turn the printer off?
• Did this begin after a firmware/software update, or did it happen without any update?
• Have you already tried disconnecting the printer from power for at least 60 seconds and reconnecting it directly to a wall outlet?

Also, you mentioned that you saw a private link sent to another customer. If you still have the URL to that HP Community post, share it here. I can check the post and the solution that was provided to make sure we are looking at the correct procedure for the ENVY Photo 7855.
 

The reason I want to verify the exact model and symptom first is that HP's reset procedures can be model-specific, and HP Community guidance notes that using reset instructions intended for a different printer can cause problems.
 

Once you confirm the above and share the URL if you have it, we can take it from there.

Take care and have an amazing day!

[ladyds5]

Good afternoon. Thank you so much for your response. Here are the answers to your questions

• Is the printer completely frozen on the first dot, with the touchscreen not responding? yes, this is correct.
• Does the Power button remain lit and fail to turn the printer off? Correct, the power button does not respond
• Did this begin after a firmware/software update, or did it happen without any update? This happened without an update but potentially at the attempt of an update but unknown.
• Have you already tried disconnecting the printer from power for at least 60 seconds and reconnecting it directly to a wall outlet?- Yes, I tried this multiple times without success. 

Here is the screenshot of what I found. Apparently, it worked for this user. 

[VikramTheGreat]

Hi @ladyds5,

Thank you for confirming those details. Since the HP ENVY Photo 7855 is completely frozen on the first startup dot, the touchscreen and Power button are unresponsive, and you have already tried the standard power reset several times, this does point to a startup/firmware-level issue rather than a normal network or Windows problem.
 

I also checked the HP Community information for this exact model. There are previous cases with the ENVY Photo 7855 stuck on the first startup dot, where an HP Moderator provided model-specific Semi-Full Reset instructions by private message.
 

The Semi-Full Reset procedure is specific to the printer and should not be performed using instructions intended for another model, as an incorrect reset procedure can potentially render the printer unusable. For that reason, I would not recommend posting or trying a generic reset sequence from another printer model.
 

Before proceeding, please send the following by private message:

• Printer serial number
• Product number, if available
• Your country/region

We can use those details to verify the exact printer configuration and check its available HP support/warranty options. Since you have already completed the standard power-reset procedure without any change, we can then determine whether the appropriate model-specific reset/support option is available for your printer.
 

For now, I recommend not repeatedly disconnecting and reconnecting the printer or trying an unrelated reset sequence. The screenshot you found is relevant to the same ENVY Photo 7855 startup problem, but the reset procedure should be matched specifically to your device.

[ladyds5]

Happy to send you the requested information but can you please share how to send you a private message? Would it be in this thread or do you have a specific email? 

[VikramTheGreat]

Hi @ladyds5,

Absolutely. We will send you a private message through the HP Community.
 

Please check your HP Community private messages and reply there with the requested details. Please do not post your serial number or other product information publicly in this thread.
 

Once we receive the information through the private message, we can check the product details and see how we can assist you further.
 

Thank you for your cooperation.

[ladyds5]

My printer is stuck on the first dot when I plug it in. The screen is non-responsive. I see that there has been resolution for several people in getting past this point, but my tech was not experienced enough to assist. Can anyone help me get this resolved?