Stuck on Initialization screen

[Games64]

My computer is stuck on  the initialization screen; it boots up like its going to print but then stops, therefore it does not print. I have called several times, and they have guided me through all the procedures.  Printer does not show  in the control app when you click on view devices and printers. Printer is connected to computer by an ethernet cable. I finally got and "49 Service Error" to appear on the screen, during one of the resets performed. I took printer to the store where I bought it and they thought it may be the firmware, but what do you think? Can you help me to resolve this issue? I have had this printer for about 3 years.

Thanks,

Angela E. Jackson

[Betty0610]

@Games64

Welcome to the HP Support Community.

You can try updating the firmware: https://support.hp.com/in-en/document/c02919

Currently which error do you see on the Printer?

For the error 49, try these steps: https://support.hp.com/us-en/product/hp-color-laserjet-pro-mfp-m277-series/7089945/model/7089949/doc...

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

Have a great day!

[Games64]

I can't update the firmware because  the computer does not see the printer(the printer icon is not in the lost of printers on computer)

[sandytechy20]

@Games64

This might require remote access of the computer to fix the issue.

I request you to talk to HP support.

They might have multiple options to help you with this.

1. Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
2. Select the country.
3. Enter the serial of your device.
4. Select the country from the drop-down.
5. Click on "Show Options".
6. Fill the web-form. A case number and phone number will now populate for you.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.