Factory Reset

[Scott11957]

My printer screen freezes when I try to reboot by powering off. Computer says printer offline.

[zoey7886]

@Scott11957, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding a Frozen Printer Screen and Offline Status! 

We're thrilled to have the opportunity to assist you and provide a solution.  

If your printer screen freezes when attempting to reboot by powering off, and your computer says the printer is offline, follow these steps to troubleshoot and reset your printer:

Step 1: Check the Power Connection and Reset the Printer

Ensure Power Connection:

• Make sure the power cord is firmly connected to the printer.
• Confirm the connection to a power outlet.

Power on the Printer:

• Check the Power button on the printer. If it is not lit, press the Power button to turn on the printer.
• If the printer is not receiving electrical power, try connecting it to another power outlet.

Reset the Printer:

• With the printer turned on, disconnect the power cord from the rear of the printer.
• Unplug the power cord from the wall outlet.
• Wait at least 15 seconds.
• Plug the power cord back into the wall outlet.
• Reconnect the power cord to the rear of the printer.
• If the printer does not turn on by itself, press the Power button to turn on the printer.
• Try using the printer again.

Step 2: Clear the Print Queue

1. For Windows:
   • Open Control Panel and then click on View devices and printers under Hardware and Sound.
   • Double-click the icon for your printer to open the print queue.
   • On the Printer menu, click Cancel all documents or Purge Print Document, then click Yes to confirm.
   • Restart the computer and try printing again after the computer has restarted.
   • Check the print queue again to make sure it is clear, and then try to print again.  

Hope this helps! 

Take care, and have an amazing day!  

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Regards,