Printer is not responding at all

[ZHZ]

Hi,

The printer suddenly started coppying a document i had in the scanner without a stop.

now its not even responding, when i turn I press the on/off button nothing happens, non of the buttons are working.

i unpluged it and repluged it again, when it turned on the screen said to prevent damage use on/off button to turn off printer. i tried printing nothing happened, i was able to scan though.

[Dvortex]

Hello, @ZHZ - Hope you are well 🙂
 

Thank you for becoming an HP Forum member. It is a dynamite location to get help from the community, get suggestions and find what has worked for others!

I understand that you are having trouble with your Envy printer. Appreciate all your efforts so far! I will try and help you from here 🙂

Going through your post, it looks like an issue with the print drivers. Hence, I would suggest you perform a clean install to get the printer connected to your PC. Here are the steps:
 

• First, unplug the USB cable from the printer if present.
• Go to Control panel – Programs and feature – Select all the HP Envy printer entries and uninstall them.
• Now go to Control panel – Devices and printer – Select all the printer entries and remove the device.
• Press the "windows key" + "r" to get the "Run" window open - Type "printui.exe /s" (There is a space between .exe & /) and press enter.
• Under print server properties, go to drivers - remove any entry there as well.
• Again, go to the Run window, type – “c:/programdata” – Go to Hewlett Packard folder, remove any printer related folders & files.
• Restart your computer.
• Now click http://ftp.hp.com/pub/softlib/software12/COL47795/mp-115802-7/EN4500_Basicx64_198.exe to install the software.
• Connect the USB cable if prompted and follow the onscreen instructions to complete the installation.
• Restart the PC once done and then try to print.

Those steps should do the trick, let me know the outcome!

Good luck 🙂

Please click "Accepted as Solution" on the post that solves your issue to help others find the solution. To show appreciation for my help, please click the "Thumbs Up Icon" below!

[ZHZ]

yeah well i did that, i can print now, but still the buttons on the printer itself are not working, no response at all, i beleive its a hardware problem.

[A4Apollo]

Hi! @ZHZ, I am the MrRobot. It looks like you were interacting with @Dvortex, but he is out of the office today so I'll take over from here.

Thanks for your generous reply and patience.

As you mentioned you are able to print but the physical buttons on the printer are not working.

Try performing a semi full reset on your printer and check if it helps.

Since the steps to perform semi full reset is confidential I will send you the steps in a private message, please watch your inbox.

If the issue still persists after reset it is a hardware issue, please contact  HP support for service options.

Link to contact HP.

Let me know how it goes!

Have a great day ahead! 🙂

[A4Apollo]

@ZHZ, Please find the steps recommended below to perform a semi full reset.

Support Menu >Resets Menu>Partial Reset
Press Power button to turn the Printer On.
Press BL, BL, BL, BL Buttons, in sequence. (Bottom left, Bottom left, Bottom left and Bottom Left buttons in a sequence)
Touch Support Menu.
Select Reset Menu and Touch OK.
Select Partial Reset and Touch OK.
Wait for unit to Power Down/Turn Off.
Press Power button to turn the Printer On.

Hope to hear from you soon! 🙂