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DeskJet 3755 unresponsive during setup

HP Recommended
DeskJet 3755
macOS 10.14 Mojave

Hey folks,

 

I’m on my third DeskJet 3755 because the first two were both replaced after HP Support told me they were irreparably broken (despite being brand new and unused). This is a last-ditch effort to write out everything that’s happened and everything I’ve tried to see if I can get some help.

 

This printer is brand new, fresh out of the box, never used. I plugged it into the wall (not a surge protector), loaded the cartridges and paper as shown in the instruction manual, and opened HP Smart to begin the setup process. Here’s what happened:

 

  • When the HP Smart setup process got to "connecting to the network", it sat spinning for a long time, then said it was unable to connect and prompted me to connect with a USB cable instead
  • On the printer itself, the following began blinking: the power button, the orange Resume light, the blue Wifi light, and the entire display screen (all icons + E)
  • I tried to connect via USB but HP Smart showed a blank screen with the title "HP DeskJet 3700 Series" and a black spinner for 10+ minutes before I quit the program
  • I followed these steps to hard-restart the printer:
    • Disconnected the power cable from the printer while the printer was still ON.
    • Disconnected all other cables connected the printer.
    • Pressed and held the printer’s power button for 15 seconds.
    • Reconnect the power cable to print
  • When the printer restarted, the same blinking resumed: the power button, the orange Resume light, the blue Wifi light, and the entire display screen (all icons + E)
  • When I restarted HP Smart, it showed the printer but under Printer Information says the status is "Printer status unknown" and the installation status is "Not installed"
  • When I open the door to the ink cartridges, the carriage doesn’t move and I can’t move it manually

 

To reiterate, this same exact thing happened with the first two printers I tried. I feel like I’m losing my mind. Surely there must be some solution?

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HP Support Agent
HP Support Agent
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HP Recommended

@EvangelineG, Welcome to HP Support Community!

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details). 

 

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

 

Thank you for visiting the HP Support Community. 

TEJ1602
I am an HP Employee

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