Pro MFP M177fw stuck on initializing

[John-Pang]

I got same problem with a brand new M117fw.  Can you send me the instruction to fix this problem? thanks

[Gemini02]

Hi @John-Pang,

Welcome to the HP Support Forums! I see that you are experiencing issues with the new printer being stuck initializing.
I would like to help.

Check and make sure all the packaging material inside the printer and toner are removed. Setting Up the Printer Hardware for HP Color LaserJet Pro M177fw MFP Printers.

Do a hard reset to see if that will resolve the issue.
Leave the printer on and unplug the power cable from the printer and wall outlet for 60 seconds.
Then reconnect the power cable to the printer and wall outlet rather than a surge protector.
This ensures the printer is receiving full power and may help this situation.

Perform a power drain by disconnecting the power cord from the back of the printer and keeping the power button pressed for 30 seconds and in case of a power switch keep the switch in ON position for 30 seconds before reconnecting the power chord.

Update the printer's firmware, if you haven't yet. Here is the link: HP Color LaserJet Pro MFP M177fw. Select your operating system.

I can send you that information in a private message.
In the forum beside your handle name just click on the envelope to view it.

If the issue continues, please Contact HP Support for further assistance. Fill in the model number and the form to receive a case number for quicker assistance. Thank you.

[John-Pang]

We all checked the reply from Gemini02 and he/she keep posting the same message (thanks for copy-and-paste, we already read it hundred of times).  Even the Private message is nothing in help.  I called my local HP (I think they are not real-HP but 3rd party service provider) and they said a technician will contact me in 3-5 days!

It's 3-5 days!

I checked again.  My printer, same as many people here, initially stucked in the yellow toner.  Now it stucked at the cyan toner.  See this photo:

After a few restart the cyan no longer able to remove.  I looked around an find this:

The toner above the cyan is not properly aligned!  The left hand side is somehow "raised".  This is the reason for the stuck?  This is either bad design that toner got shifted during transportation (who knows if the shop keepers or workers did turn the box around and cause the toner shifted) or bad design that cannot keep the toner in place no matter what.

I tried "move to black" (I guess it is black) options but it didn't turn.  So, I can't re-place the black toner.

[Gemini02]

Hi @John-Pang,

You didn't mention in your post which steps that you had already tried, that is why I copy and pasted the full steps to see if it would resolve the issue before trying the reset. Since the toner is stuck, that would be causing the issue of the printer stuck initializing.

I would try to manually move the carousel to see if you are able to fix that issue.

If you have already tried the steps already listed in Message 163 , then the printer will need to be serviced.

Please Contact HP Support.

Thank you.

[davidbonsai]

Sorry Gemini. The instructions sent and read here didn't work either. I will need to raise a support case. Very disappointing in terms of buying a HP product based on reputation and this is what I get in terms of faulty product. 

David

[John-Pang]

Guys, a repair person came this morning, and managed to remove all toners, revealing the black toner has one arm broken.  This faulty product shall off the shelf asap.  If the toners can't survive any transportation virbation (I definitly be very careful since I picked it up from store, but who knows what had happened to it previously), then HP should redesign the packing, for example, don't insert the introductory toners inside the machine, ship it separately like M276dw

The repair person called the HP service center and they claimed the whole machine is DOA (after removed the DOA black toner), the machine can startup normally, the icon on color toners are gone, just asking for the black one.

Sigh, I feel I'm getting a refurbished one for a full price of a new one!

[Gemini02]

Hi @John-Pang,

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post serial numbers and case details.

If you are unfamiliar with how the Forum's private message capability works, this Post has instructions.

Thank you.

[gwf1760]

This seems to be a common problem with this printer.

Please can you send me the reset instructions as you have to other frustrated owners.

Mine is not new, has been working fine for ages, now suddenly will not go past the initializing stage of start up.

[Gemini02]

Hi @gwf1760,

Welcome to the HP Support Forums! I understand that the printer is stuck initializing and you would like to try the reset.
I can help you with this.

Try and update the printer's firmware first.

I can send you that information in a private message.
In the forum beside your handle name just click on the envelope to view it.

Let me know the outcome. Thank you.

[Rintteri]

Have tried all the steps above and have the same problem - stuck on initializing. Had the first printer replaced and the new printer has the exact same problem.

Please send me the secret recipe.

Thanks