part of mfp m277dw touch screen not working

[julianjulian]

Hi there,

I bought my hp Color laser jet pro mfp m277dw not even a month ago and the top quarter of the touch screen isn't working already. The rest of the touch screen works fine, but the top part of it (which is aproximately 1 quarter of the screen if you divide it in horizontal lines ) doesn't. The problem is that I'm trying to conect the printer to the wireless network in my home and the "wireless network" option is at the top of the screen, exactly the part that doesn't work, so I can't connect it to the internet.

Could you please help me? Thanks.

[Rainbow23]

@julianjulian,

Welcome to HP Forums, this is a great place to get support, find answers and tips.

Thank you for posting your query, I'll be more than glad to help you out.

I understand that you are facing display issues with your HP Color LaserJet Pro MFP M277dw wherein approximately one-quarter of the screen is not responding.

Don't worry as I have a few steps that should help fix this issue.

And here's the step by step guide for you listed below to reset the printer:

1.Turn the printer on, if it is not already on.
2.Wait until the printer is idle and silent before you continue.
3.With the printer turned on, disconnect the power cord from the rear of the printer.
4.Unplug the power cord from the wall outlet.
5.Wait at least 60 seconds.
6.Plug the power cord back into the wall outlet.
NOTE: HP recommends connecting the printer power cord directly to the wall outlet.
7.Reconnect the power cord to the rear of the printer.
8.Turn on the printer, if it does not automatically turn on. The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
9.Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

Also, let us know the operating system installed on your computer from the link: Windows Operating System or Mac Operating System 

Let me know how that works.
 

I hope you have a good day ahead.

[julianjulian]

Hi there Rainbow23,

I'm using windows 8.1 on an asus notebook x551c

I tried what you recomended, but it didn't work at all.

#1 - Why does the printer need to be pluged to the wall directly?

#2 - and does it have to be like that no matter what?

#3 - Any other sudgestions on how to fix the problem?

Thank once again for responding, really appreciate it.

[Rainbow23]

@julianjulian,

Thank you for your reply, I'll be more than glad to help you.

I understand that the issue has not resolved after following the steps mentioned in the previous interaction.

This could be a hardware issue with the unit.

However, you may reset the unit to its factory defaults by following the steps listed below:

Restoring the factory-set defaults returns all of the product and network settings to the factory defaults. It will not reset the page count, tray size, or language. 

CAUTION: Restoring the factory-set defaults returns all of the settings to the factory defaults, and it also deletes any pages that are stored in the memory.

1. On the product control panel, touch the Setup button.

2. Scroll to and touch the Service menu.

3. Scroll to and touch the Restore Defaults button, and then touch the OK button. The product automatically restarts.

If the issue still persists, then you may need to contact HP Phone Support for further assistance at the link: www.hp.com/contacthp

You have a good day ahead.