Catch 22

[CarlArm]

My 7610 printer displays the code B8709D76 on a blue screen then switches quickly (1sec) to "Printer Error.  Please turn Printer off then on".  All 7 indicator lights adjacent to the screen begin to blink together (including Wifi).

This began yesterday after months of trouble free use with WIn11.

I cannot find ANY mention of this error, tho most others reference an ink or carriage movement issue.  

I have rebooted the unit using both the power button and by disconnecting power for several minutes (reset technique?).  It happens both without any cartridges installed and with all new ink.  

During start-up, all seems well (screen display, carriage moves freely, sounds).  I have taken a video and it happens about 50 seconds into the startup routine.

What's worse, neither of the two (yes, two) stickers with serial numbers on them (with FPU numbers too) are accepted by the support portal so I cannot add my product to my profile to access help with the serial numbers....catch 22

Anyone out there with an idea?   Or is is a dead unit now?

[Garp_senchau]

@CarlArm, 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

The HP OfficeJet 7610 Wide Format e-All-in-One series experiencing a blue screen with code "B8709D76" followed by "Printer Error. Please turn Printer off then on" and all indicator lights blinking is indicative of an internal issue. Here is a set of troubleshooting steps you can follow to address this:

Turn Off and On:

• Begin by turning off the printer using the power button.
• Wait for about 30 seconds before turning it back on.

Perform a Hard Reset:

• Disconnect the power cord from the back of the printer while it is still on.
• Remove any connected cables (e.g., USB).
• Wait for about 60 seconds.
• Reconnect the power cord and turn the printer on.

Run HP Smart:

• Download and run the HP Smart. Follow the prompts to diagnose and fix common printing issues.
• Refer: Use Diagnose & Fix in HP Smart to repair common printing issues (Windows, macOS) | HP® Support

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.

Inspect Print Cartridges:

• Open the cartridge access door and ensure that cartridges are correctly installed.
• Remove, inspect, and reinstall the cartridges to ensure proper contact.

Connectivity Verification:

• Confirm that your printer is properly connected to your wireless network and that there's no interference or weak signal.

Check for Obstructions:

• Open the printer to check for any paper jams or foreign objects that might be causing issues.

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,

[CarlArm]

Hello Garp;

Thank you for your thoughts.  As to your suggestions;

Turn Off and On:

• Begin by turning off the printer using the power button.
• Wait for about 30 seconds before turning it back on.

I have tried this numerous times with varying wait times with no result.  Each time, after about 50 seconds the boot routine crashes showing the blue screen and then the second ("Please tun off and on") screen along with flashing indicator lights surrounding the display.

Perform a Hard Reset:

• Disconnect the power cord from the back of the printer while it is still on.
• Remove any connected cables (e.g., USB).
• Wait for about 60 seconds.
• Reconnect the power cord and turn the printer on.

Again, attempted numerous times with varying wait times as per online suggestions.  Once even leaving it unplugged overnight.  No improvement. 

Run HP Smart:

• Download and run the HP Smart. Follow the prompts to diagnose and fix common printing issues.
• Refer: Use Diagnose & Fix in HP Smart to repair common printing issues (Windows, macOS) | HP® Support

I have been using HP Smart (mostly for scanning) and followed the suggestions found thru there (turn of/on & reset).  But, connecting to the printer is impossible as it does not finish booting up into a steady state.

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.

Two issues arise here.  One, as the printer boot routine crashes before completion, I cannot connect to the unit to do anything (print, ping, update, etc.).  Secondly, neither of the two (yes, TWO) stickers with differing serial numbers (CN41|3M0BH & CES41|01V1) are not accepted into the online support portal, apparently excluding me from accessing help (hence Catch 22 title).

Inspect Print Cartridges:

• Open the cartridge access door and ensure that cartridges are correctly installed.
• Remove, inspect, and reinstall the cartridges to ensure proper contact.

I have repeatedly inspected the cartridges and the carriage and all seems in place and clean.  I have also tried to restart without individual cartridges (attempting to isolate any issue) and without any at all.  Further, I have installed brand new cartridges with no change.

Connectivity Verification:

• Confirm that your printer is properly connected to your wireless network and that there's no interference or weak signal.

The printer seems to connect within the 50 seconds the  boot up sequence loads normally ( blue light and screen icon ), but then the sequence crashes and no input is accepted.  All other devices using the network (computers, laser printer, tablets, phone, thermostat, light switches, lawn mower) all connect successfully with no bandwidth issues.

Check for Obstructions:

• Open the printer to check for any paper jams or foreign objects that might be causing issues.

During boot-up, the carriage moves freely back and forth as in the past.  I have also successfully moved the carriage through it's entire travel gently by hand.  I have taken the back access panel off to inspect for jammed paper (none).

Any other ideas?   It is moving closer to the recycle bin every day....

Thanks again.

Cheers.

[Garp_senchau]

@CarlArm, Thank you for your response.

I'm sending a private message to assist you with the next action. 
 
Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link. 
 
I hope this helps! Keep me posted.

Regards,