Frozen printer

[Elizabeth1918]

My printer screen is frozen.  I have done all the recommended suggestions.   I need technical support.

[Nal_NR]

Hi @Elizabeth1918,

Welcome to the HP Support Community. 

I'd be glad to help you! 

If your HP ENVY Photo 7855 All-in-One Printer's screen is frozen and you've already tried the recommended troubleshooting steps without success, here are some additional actions you can take before reaching out to HP technical support:

1. Perform a Hard Reset:

• Power Off: Disconnect the printer from the power source without turning it off using the power button.
• Unplug from Power: Unplug the power cord from both the printer and the wall outlet or power strip.
• Wait: Leave it unplugged for at least 60 seconds to allow the printer’s internal components to fully reset.
• Reconnect: Plug the power cord back into the printer and then into the wall outlet directly (avoid using power strips).
• Power On: Press the power button to turn the printer back on. Check if the screen responds normally.

2. Check for Hardware Issues:

• Inspect Power Cord and Adapter: Ensure that the power cord and adapter are securely connected and not damaged.
• Check for Loose Connections: Verify that all connections, including any cables and the ink cartridges, are secure and properly installed.

3. Update Printer Firmware:

• If the screen is responsive even briefly, check for and install any available firmware updates:
  • Access Setup > Printer Maintenance > Update the Printer on the printer’s control panel.
• If the screen remains frozen, try updating the firmware using the HP Smart app on your smartphone or PC.

4. Reset the Printer to Factory Defaults:

• If the screen is partially responsive, try performing a factory reset:
  • Go to Setup > Printer Maintenance > Restore > Restore Factory Defaults.
• Be aware that this will reset all settings, and you'll need to reconfigure your printer.

5. Perform a Partial Reset:

• Partial Reset: Some HP printers allow a partial reset by unplugging the power, pressing and holding specific buttons (usually the power and cancel button), and reconnecting the power while still holding the buttons. Refer to the printer manual or HP support site for specific button combinations for your model.

Or we can try a Semi-full reset as a last resort.

The reset instructions are specific for your printer and performing those steps on a different printer may brick the device. 

I've sent you a private message with reset instructions, follow the reset instructions to perform a full reset and re-initialize the printer. 

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.