Goes Offline All the time. Only wakes up when unplugged and replugged. Power button does not respond

[YesGato]

I am using a new (purchased Oct 20) HP Envy 6555e. I have downloaded and use HP Health and The HP Diagnostic testing etc.  I have unplugged and replugged the printer, ensured its a Private network. Both the PC and Printer are on the same network. Screen on printer shows successfully connected. I restarted the printer and HP PC and unplugged the router ( its connected to wifi).

I don't print but maybe every other day. When I print everything looks great. But, after a day or not using the printer goes offline but the blue light is steady. I have utilized the HP Health and suggestions from the diagnostic. It brings it back online only to go offline again. It now goes offline after not printing for a couple hours.  

Also, when the printer is offline the digital screen goes dark and no matter what I do, with the exception of unplugging the printer the screen does not wake up. It will only wake up when power is disconnected and reconnected. If I life the scan lid or the lid to access ink, nothing wakes it up. 

Which leads to the last associated issue, the power button on the back next to the power supply does nothing. It pushes in making a what seems click sense or feel but does not turn on or off the printer. I've held it down for up to a minutes, I've tapped it so it "clicks" nothing. 

[Irfan_06]

Hi @YesGato,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I understand you're experiencing an issue with your printer going offline intermittently.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) Refer to the steps on this link to further troubleshoot.

D) If the issue still persists, refer to the steps on this link to restore factory defaults and let me know if that resolves the issue.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support