Office jet 6500a plus stuck in "preparing printer" mode

[droppeddown]

Hi

When I turn my office jet 6500a plus e710n-z on it goes to a "preparing printer" mode screen and stays like this permanently with only the red X showing. I’ve tried  restarting numerous times and have left it for over an hour 

[Lorem_ipsum]

Hello,

Are you able to remove the print cartridges? If so, remove them and power cycle the unit.

What error appears now? If it is saying that the cartridges are missing, insert them.

If it still goes to preparing, try a reset on the printer:

This is the critical step: Perform a Partial Reset from the Support Menu

1. Find the Curved Back Arrow by pressing the little forward arrow ( the Curved Back Arrow is not visilble from home screen)

2. Go back to home screen

3. tap the location 4 times where the Curved Back Arrow was showing on Step 1 (its not illuminated now).

4. You are now in the Support Menu. Go forward to Resets Menu. Find and perform a Partial Reset.

5. If the printer does not restart in 30 seconds hit the Power Button.

6. Go through the setup procedures , Language etc.

[SammanthaR]

Personally, I would perform a hard reset on the printer. You do this by leaving it turned on and unplugging the power cord. I would also check your power supply. A lot of issues like this can be solved by plugging the printer directly into a wall outlet. Having a printer plugged into a surge can cause it to become non responsive.

When a solution is found please mark the post that solves your issue.

If I have solved your issue, please feel free to provide kudos and make sure you mark this thread as solution provided!
Although I work for HP, my posts and replies are my own opinion and not those of HP

Sammantha, Printing Agent

[droppeddown]

Hi thanks for the reply

I’ve tired both those suggestions and still boots up and hangs on the "preparing printer" page

I initially did a partial reset so when I turn the printer on it brings me to the welcome screen where its says press continue to setup or enter store display, I press continue and I get the "Preparing printer" message page hanging.

As for the hard boot reset tried that and again same message. Is it just a case of unplugging the power cord when’s its on, do I need to wait for a certain length of time before plugging back in?  Also the printer is plugged into the main plug socket and not an extension 

Is there any way to reset from boot? As I can longer do  that partial reset 

thanks

[Lorem_ipsum]

Did you do the partial reset from the steps I gave or from some other method?

Also, when you say " As I can longer do  that partial reset?  DId you mean that you can no longer do the partial reset?

[droppeddown]

Hi 

I did a partial reset from a previous problem with the printer stating it had a paper jam when it didn’t. I used the same procedure as you suggested. So when it did the initial reset I choose my language and location then it went into that "preparing printer" mode. So every time I go turn the power off and on it does exactly the same and I’ve tired to repeat doing the procedure for partial reset but it doesn’t seem to work now.

[Lorem_ipsum]

Try removing the cartridges and printhead and then doing a partial reset and see if you get an insert ink message instead of going straight to the preparing message.

[droppeddown]

Hi 

Just tired removing print head and cartridges, I get the animation showing how to install cartridges, tried doing a partial reset there but doesn’t work, I can’t get to the home menu. Install the cartridges again and print head, turn back on and get to the first screen once which gives me 2 options continue to printer setup or use as a display model. Tried the partial reset there doesn’t work, click continue back to the hanging "preparing printer" screen tried partial rest there again doesn’t work?

[SammanthaR]

It sounds like your printhead may have failed in the printer. I would suggest giving us a call at 1800-474-6836. If we can't get away from the preparing screen there's not much more troubleshooting available. it sounds like something with the printer's hardware. If the printhead is still In warranty, we may be able to replace it.

When a solution is found please mark the post that solves your issue.

If I have solved your issue, please feel free to provide kudos and make sure you mark this thread as solution provided!
Although I work for HP, my posts and replies are my own opinion and not those of HP

Sammantha, Printing Agent

[Lorem_ipsum]

How long have you owned your unit?

Did you do anything (change ink, reinstall, etc) right before this error happened?