Blue screen error on ENVY Photo 7800 - CANNOT PRINT

[mcmb0605]

Hello, 

My printer is throwing the attached error - a blue screen with 80000924. I have tried restarting and plugging / unpluging in. Taking the ink out and replacing also and nothing works. Please advise - I really need to print asap today for work. Thank you!!!!!

[DavidSMP]

@mcmb0605

Thanks for taking an interest in the HP community. A very good day to you. I will be glad to assist you and let’s get right to it. Splendid diagnosis and great presentation of the issue. It is amply appreciated.

Let me gather some information for better clarity to assist you correctly:

• Did this happen after a power outage or surge?

I will be providing a roadmap with some troubleshooting steps to resolve the issue. Let us try these steps:

• This looks like a hardware issue with the printer and it may need to be replaced. I am being honest about it by keeping your best interest in mind without beating around the bush.
• Please perform a hard reset on the printer from this link: https://support.hp.com/in-en/product/hp-envy-photo-7800-all-in-one-printer-series/9073159/document/c...  and follow instructions from the section “Step 1: Reset the printer”
• Now update the printer’s firmware by following directions from this link: https://support.hp.com/bg-en/document/c02919168 use a USB cable to do it.

Now check if the issue gets fixed. If it continues, then the printer needs to be replaced. I will send you a private message to assist you with the next course of action. Check your forum private message box in the upper right corner next to the bell icon.

Good luck and keep me posted about the developments. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue and give the post a Kudos for my efforts to help. Thank you and have a great week ahead. 🙂