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- HP Community
- Printers
- Printing Errors or Lights & Stuck Print Jobs
- Blue screen with error code 04358a98

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11-08-2024 11:57 AM
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!
11-09-2024 01:40 PM
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.
- Turn off the printer by pressing the power button.
- Unplug the printer from the power source and wait for 60 seconds.
- Plug the printer back in and turn it back on.
This can help clear temporary errors or glitches.
2. Perform a Hard Reset
- Turn off the printer.
- Unplug the printer’s power cord from both the wall outlet and the printer.
- Wait for 1 minute.
- Press and hold the power button on the printer for 30 seconds to discharge any residual power.
- Plug the power cord back into the printer and turn it on.
3. Factory Reset via Printer Control Panel (If Accessible)
- Turn off the printer.
- Hold down the "Home" and "Back" buttons simultaneously (even if they don't seem responsive).
- While holding the buttons, turn the printer back on.
- 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)
- Open the HP Smart app on your device.
- Select the printer in the app.
- 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
Raj2111
I am an HP Employee
11-12-2024 02:24 PM
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:
- 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.
- 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.
- 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.
- 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
Raj2111
I am an HP Employee