Blue screen with error code 04358a98

[Tiffancy]

Hello, please help my Mother in law's printer is showing a blue screen with the power symbol and the error code 04358a98. I'm not sure how to get to the reset screen to perform a factory reset the only two symbols I see when restarting are the home button and the back arrow, but neither one seems to do anything when I touch them. 

Thank you in advance!

[Raj2111]

HI @Tiffancy

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.

The error code 04358a98 on the HP OfficeJet Pro 8020 typically indicates a hardware issue, often related to the printer's internal components such as the printhead or other mechanisms inside the printer.

To troubleshoot and attempt a reset, here's what you can try:

1. Power Cycle the Printer (Basic Restart)

Start with a simple power cycle to see if it resolves the issue.

1. Turn off the printer by pressing the power button.
2. Unplug the printer from the power source and wait for 60 seconds.
3. Plug the printer back in and turn it back on.

This can help clear temporary errors or glitches.

2. Perform a Hard Reset

1. Turn off the printer.
2. Unplug the printer’s power cord from both the wall outlet and the printer.
3. Wait for 1 minute.
4. Press and hold the power button on the printer for 30 seconds to discharge any residual power.
5. Plug the power cord back into the printer and turn it on.

3. Factory Reset via Printer Control Panel (If Accessible)

1. Turn off the printer.
2. Hold down the "Home" and "Back" buttons simultaneously (even if they don't seem responsive).
3. While holding the buttons, turn the printer back on.
4. Keep holding the buttons for 10-20 seconds, and see if it brings up any reset options. You might be able to access a reset screen or menu this way.

4. Try Resetting via the HP Smart App (If Connected)

1. Open the HP Smart app on your device.
2. Select the printer in the app.
3. Go to Printer Settings and look for any Factory Reset options.

5. Check for Any Hardware Issues (Paper Jams, etc.).

• Open the printer’s access panel to check for paper jams.
• Make sure the printhead is properly seated.
• Check for any foreign objects or debris inside the printer.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support

[Tiffancy]

Hello thank you so much for your response. I was able to reset the printer and now I am getting a blue screen error code 04874661. 

Please advise. 

Thank you in advance!

[Raj2111]

Hi @Tiffancy 

Thank you for the update, and I’m glad you were able to perform the reset. The error code 04874661 you're seeing is related to a specific issue with your printer's system, and it typically indicates a problem with the printer's firmware or internal settings.

Steps to Resolve Error Code 04874661:

1. Check for Firmware Updates:
   • It's possible that the printer's firmware is outdated or corrupted after the reset. Try updating the firmware using the HP Smart app or by visiting the HP Support website.
   • You can download and install the latest firmware for your printer model directly from the HP support site.
2. Perform Another Factory Reset:
   • Sometimes, a second factory reset can help clear lingering issues after a reset.
   • To factory reset the printer:
     • Go to the printer's control panel.
     • Navigate to Settings or Setup.
     • Find the Restore Factory Defaults option and confirm the reset.
3. Check for Hardware Issues:
   • If the reset doesn’t resolve the issue, there could be an internal hardware fault, such as an issue with the printer’s motherboard or power supply.
   • Ensure that the printer is properly connected to a stable power source, and there are no loose connections or damaged cables.
4. Try a Power Cycle:
   • Turn off the printer and unplug it from the power source.
   • Wait for 2-3 minutes before plugging it back in.
   • Power it on and check if the error persists.

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support