HP 5020 stuck on startup

[JulianH24]

HP ENVY 5020  - the printer is stuck on the HP logo startup screen. 

the loading bar fills up but of the 7 dots under it, only 2 are filled up. I've tried the classic, turn it off and on again, tried plugging it directly into the PC rather than wireless but nothing is working, i've downloaded the latest firmware update but can't update the printer because it won't start.

I have seen comments suggesting a hard reset but don't know how to do this as the user manual does not provide instructions. Please advise on how to do a hard reset / how to fix the problem. 

Thanks

[zoey7886]

@JulianH24, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding HP ENVY 5020 Startup Issue! 

We're thrilled to have the opportunity to assist you and provide a solution.  

If your HP ENVY 5020 printer is stuck on the HP logo startup screen, here are some troubleshooting steps you can try:

Perform a Power Reset:

• Turn off the printer.
• Disconnect the power cord from the printer and the wall outlet.
• Wait for at least 60 seconds.
• Reconnect the power cord to the wall outlet and the printer.
• Turn on the printer and check if the issue is resolved.

Update the Printer’s Firmware:

• If you're able to get past the startup screen, try updating the firmware using the HP Smart app or from HP's official website.

Check for Paper Jams:

• Ensure there are no paper jams in any part of the printer. Sometimes paper jams can prevent the printer from starting properly.

Re-seat the Ink Cartridges:

• Turn off the printer and open the ink cartridge access door.
• Remove and then reinsert the ink cartridges to ensure they are firmly seated.
• Close the ink cartridge access door and turn on the printer again.

Perform a Hard Reset:

• Note: Performing a hard reset will reset the printer settings to factory defaults.
• Turn off the printer and disconnect the power cord.
• While holding down the ‘#’ and ‘3’ buttons, reconnect the power cord.
• Continue holding the buttons until the printer turns on and displays a reset message.  

Hope this helps! 

Take care, and have an amazing 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, 

[JulianH24]

Thanks 

Sadly two of your options are not possible.

1. As the printer won't complete startup I can't update the firmware

2. Your instructions for a hard reset involve holding down two buttons. The HP Engy 5020 doesn't have a keyboard. Is there any other way to perform a hard reset?

I have tried the other options but they have not helped.

Julian 

[zoey7886]

@JulianH24, Thanks for reaching out! I suggest you reach out to the nearest HP Authorised service center for personalized assistance. They can provide one-on-one help to fix the problem. 

Note: There might be a nominal charge for the service they provide. 

HP® Service Center Locator - United States | HP® Support 

Regards,