Has my printer been Hacked?

[JEB2020]

I have a HP Color LaserJet MFP M277dw printer.  Here lately, unprompted, it has been going through the menu system on the display on its own.  The other day it went to the fax and put in "77R###008844##7".  Today it went to a setting with the display "Does the phone line use Distinctive Ring Service?"  The star is on the "No" setting.  It looks like my printer has been hacked.  How can I confirm this?  And if so, what do I do about it?  I have already reset the printer to factory default last week and took it off the WiFi network.  It is only connected via USB cable to my laptop.

Thanks for any advice or information.

John

[Nal_NR]

Hi @JEB2020,

Welcome to the HP Support Community. 

I'd be glad to help you! 

If your HP Color LaserJet MFP M277dw printer is behaving erratically and navigating through its menu system on its own, it might be experiencing one of several issues. It’s unlikely to be hacked, but it could be due to hardware or software problems. Here’s a structured approach to diagnosing and fixing the issue:

Check for Stuck Buttons or Keypad Issues:

• Inspect Physical Buttons: Ensure that none of the physical buttons or keys on the printer are stuck or jammed.
• Clean the Control Panel: Use a soft, dry cloth to gently clean the control panel and screen to remove any dirt or debris that might be causing unintended inputs.

Restart the Printer:

• Power Cycle: Turn off the printer and unplug it from the power source. Wait for about 30 seconds, then plug it back in and turn it on. This can sometimes reset the internal electronics and resolve minor glitches.

Update Firmware:

• Check for Updates: Ensure your printer’s firmware is up to date. Go to the HP Support website and search for your printer model to download and install the latest firmware.

Reset to Factory Defaults:

• Restore Defaults: If the problem persists, you might need to perform a factory reset to restore the printer to its original settings. Refer to the printer’s user manual or the HP Support website for instructions on how to perform a factory reset.

Check for Interference or Environmental Factors:

• Eliminate Possible Interference: Ensure there are no electronic devices or sources of interference near the printer that might be causing erratic behavior.
• Environmental Factors: Ensure the printer is in a stable environment with no physical disturbances that might affect its operation.

Please find the remaining steps in the next post.

Hope this helps! Keep me posted for further assistance

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

[Nal_NR]

Hi @JEB2020,

Please find the remaining steps below.

Verify Network Security:

• Change Network Passwords: While it’s unlikely to be a hacking issue, it’s a good practice to change your network passwords and ensure your printer is on a secure network.
• Check Printer Network Settings: Ensure that the printer’s network settings are correct and that it’s connected to the intended network.

Inspect the Fax Function:

• Fax Settings: Since the printer navigated to fax settings, ensure that the fax function is properly configured. Check for any issues with the phone line or fax settings.

Tips

• Check for Software Issues: If the problem started after a recent software update or installation, consider whether there might be a software conflict.
• Monitor Printer Behavior: Keep an eye on the printer’s behavior to see if the issue recurs and note any patterns that might help in troubleshooting.

These steps should help you identify and resolve the issue with your HP Color LaserJet MFP M277dw printer.

If this does not help, we can try NVRAM reset as a last resort. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

Hope this helps! Keep me posted for further assistance

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

[JEB2020]

@Elohi_NR,

I did all of the suggestions above.  It still automatically went through the menu settings as before.  I have just tried your second suggestion from your continuation post (NVRAM reset) and I am waiting to see if it has helped.  I will keep you posted.  It might take a couple of days to reply to the post.  The issue usually happens late in the afternoon.

Thanks, 

John

[Nal_NR]

Hi @JEB2020,

Sure, keep us posted. Take care.

[JEB2020]

I checked it this morning and it was sitting at the Number of Copies screen with "22" in the field.  Yesterday it was at the "This feature requires the printer be connected to a network. Connect the printer to a network and try again." screen.  As I backed out of this screen, it was from the Scan to E-mail, Address Book, Send an E-mail screen.  Thoughts?

[Nal_NR]

Hi @JEB2020,

Thank you for performing the recommended steps, I see that it has not helped. 

This might require one-on-one interaction via remote assistance to fix the issue. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

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!