An error in one function only prevents any access to or use of printer, cannot update drivers

[TheBasics]

Hi.

My printer model is HP OfficeJet Pro 8710. 

(As an aside, for some reason, the page is not giving me the option to select it in the Product Name field).

I've been encountering problems with the auto-paper-feed mechanism.

The printer generated an error code that flashes by very quickly, C4EB8447, and a general error message instructing the user to turn the printer off and on.

However, when I cycle the printer, it just repeatedly issues the same error code and message, after the initialization process.

One of the main problems is that i cannot get past this error to use the other functions the multi-function printer has. 

This is a bug.

An error with one feature should not completely lock usage of the other functions.

Reading some online sites I found one site that had a specific sequence to do a hard-reset of this specific printer, and it worked.   I was able to gain access to the printer, print, copy, etc.

However, when I tried to use the feeder again (before I realized that what the problem), or when i powered off the printer on the weekend, the same error code and message returned.

This time, I was unable to find the site with the specific hard-reset instructions.

I was able to reset the printer sometime later through the HP smart tool on my Windows PC laptop, and once again use its other functions.

However, something happened again, and now nothing works.

I cannot reset the printer and use any of its functions.

I wanted to apply an updated driver that I downloaded from the HP site, however it is of no use.

I cannot get the PC to make contact with the printer, connected via a USB cable, because it remains in this state of error.

A couple of other error codes came up during my attempts to get this working.

These cropped up later.

They are: 

0005FBB6

C9C70000

I'm looking for the specific hard-reset sequence for my HP printer, that I can perform directly on the printer in order to bypass the error and boot it up again to a normal state, regardless of the specific existing malfunction with an isolated function.

The standard instructions of unplugging, waiting 60 seconds and plugging and turning it on again don't work.

In fact, turning off the printer is not so easy.

Only after several attempts and sequences am I able to turn it off completely.

In addition,  I'm looking for a way to fix the auto-feed.  Perhaps the updated drivers will help in this way, but it seems to me they are not broken, but something else is gumming them up.  The printer is making very load, unpleasant clicking sounds of the gears involved.

In addition, the initialization is taking way too long.

Any experienced and intelligent help that can assist with these specific problems, given all my attempts described above, would be greatly appreciated.

Thanks in advance.

TheBasics

[Garp_senchau]

@TheBasics, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

Hard Reset (to clear error)

Turn off the printer and unplug it.

Wait 1 minute.

Hold the Power button for 30 seconds.

Plug the printer back in and turn it on.

Check for Paper Jams

Open the paper trays and look for any stuck paper.

Inspect the auto-feed rollers for any debris or blockages.

Update Printer Firmware (Update the firmware on an HP printer | HP® Support)

• Go to the HP Customer Support - Software and Driver Downloads page. Enter your printer model number and search for the latest firmware update. Follow the instructions to download and install the firmware update.

Clean Feed Rollers

Turn off the printer.

Use a damp cloth to clean the rollers (the parts that grab the paper) inside the document feeder.

Factory Reset via Printer Controls

On the printer screen, go to Setup > Printer Maintenance > Restore Factory Defaults.

Recheck Paper Feed

Try manually feeding a piece of paper through the document feeder. If it doesn't grab, the rollers might need replacing.

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[TheBasics]

Hello Garp_Senchau,

The day after I posted my issue, I was able to plug the printer in without getting the error code.

It went to the main menu (with some extra busy-ness of internal hardware).

I was overjoyed!

First thing I wanted to do was install the firmware update from Sept. 2025.

I tried installing the update, but it didn't work.  A pop-up message displayed about a failed update.

I have a screenshot but see no way to upload it here, so I'll copy the message:

"The update failed on 1 printer.  Please turn the printer off,

then on, and retry the update."

So, I abandoned that route.

I left the printer on through the weekend.

Today I tried different functions.

Printing word and pdf documents from both laptops (old and new, respectively) worked.

Copying directly on the glass under the cover - did not work.

It just hung, with that endless 'thinking' circle going around and around, over and over again.

Printing from my iphone, via the direct connect local network - worked.

Printing a stored fax message from my voicemail box - worked.

I did not try the Auto-Document-Feed, for it makes unfriendly noise and still seems to be sick.

This is the catch...

After seeing your reply, I tried the hard-reset sequence, and following this

the error and error message came back.

The printer did not reboot correctly to the main menu.

I just shut it off.

I don't know what I'll find when i turn it back on again.

I managed to print one important letter in between, and a couple of personal printouts.

But, seems like I may be stuck again.

In addition, if and when I do get it booted up again, I would like to install the firmware update, but don't know how to get past the failure.

Also, it is not clear to me whether installing the firmware update will cause my ink cartridges to stop working.

It is not clear from the information of the update.

I surely don't want to try to fix one problem and introduce another.

I just paid close to $100 on a new black ink cartridge.

[TheBasics]

Hello again, Garp_senchau,

I forgot to thank you for the hard-reset instructions for the printer.

Though it didn't work, it is good to have the specifics, for future reference.

Hoping the main problem in the current state will be resolved.

When I was holding the power button for 30 seconds, I believe the printer started up again - on its own.

I was prompted by a couple of menu selection screens, to choose language and confirm.

Shortly thereafter, the error code on the blue background, pretty sure it was C4EB8447, showed up.

(The only reason for the hint of uncertainty is that the error code flashes by so quickly, all I managed to catch are the last 3 digits.  I'm guessing the beginning of the error-code sequence is the same as previously recorded on my iphone camera, after many power-off-on's to try to catch the split second it displays on the screen).

Also, thank you for all the other instructions, though those were on the most part familiar to me.

[TheBasics]

Hi Again,

I plugged it back in.

The screen seemed to have gone through an internal final shutdown.

I say this because for the first few seconds, the screen was a little lighter than a complete shutdown.

It then turned that black color - indicating a complete shutdown.

I then turned it on by pressing the power button.

It started up, asked me for the language and country, and lo and behold 

arrived at the main menu screen, without flashing the error code or message.

i think this time around it was also more silent, in terms of the noise associated with the gears and cartridge movement.

I tested printing a document - and it worked.

I tried copying directly on the glass - it did not work.  Hung again like before.

So, at least I'm able to use some of the printer's functionality - printing documents.

Thank you.

Another symptom of the copy function is - I touch the 'Start Black' option on the Document Copy screen, and nothing happens.  I hear a click sound telling me the button was pressed, but the printer doesn't do anything.

[VikramTheGreat]

Hi @TheBasics,

Thank you for getting back and sharing the detailed information on the issue and providing the steps that you have tried on the device.

For more help, Please help us with the Printer serial number or the product number in a private message for further assistance.

Here is the link to find the product serial number: - Click here

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.
 

VikramTheGreat

HP Support

[TheBasics]

Hi VikramTheGreat,

May I ask, what are the serial and product numbers needed for?

[TheBasics]

Hello Everyone,

I want to give a brief summary of the situation.

Presently, a small subset of the functionality is working.

• Printing from my laptops (two).

• Most other functions are not working.
• Copying gets stuck on 'Starting Copy', or alternately doesn't respond to a copy request at all.
• When attempting to scan - seems to be a communication disconnect between the printer and PC, while printing from the PC to the printer works.
• The firmware update failed.

Printing started working following the hard reset instructions I received here, from Garp_senchau.

One caveat - The hard reset doesn't clear the problem completely. 

If I turn the printer off, the error comes back.

I have to go through the hard-reset steps once again.

The firmware update seemed to get a little further than my first attempt.

However, after a while it failed, and this time let me know it was only partially done.

I would upload the images of the errors but my session has no upload icon.

Thanks for your support thus far,

TheBasics

[VikramTheGreat]

Hi @TheBasics,

Thank you for getting back and letting me know about the issue you are facing.

To get you further assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name.  

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

VikramTheGreat

HP Support