HP 6420e printer is stuck forever

[ashxz47]

I am experiencing continuous issues with my HP printer (model 6420e), and I am seeking advice on how to resolve them.

Since purchasing the printer, I have encountered problems where the device becomes unresponsive, even when not actively printing. The printer would frequently freeze and fail to react to the power button, leaving me with no option but to unplug it from the electrical socket to reset it.

About a month ago, I started facing additional issues where the printer would lose connection and display a "network error." I attempted various troubleshooting steps, including several factory resets and removing the printer from my HP account. However, the problem persists.

The printer is now stuck in "Printer setup incomplete" status, and I am unable to make any progress despite following all available instructions. I contacted HP support and spent over two hours repeating the same steps I had already tried multiple times on my own. In the end, I was referred to another support channel without any resolution.

To make matters worse, a repair case was opened and then closed within 3 minutes—without any actual assistance provided. This feels dismissive and adds to the frustration I’ve been experiencing. I can’t even count how much time I’ve spent trying to revive this printer, and I don’t understand why something as basic as printing is so difficult.

[Sneha_01]

Hi @ashxz47,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like you've been through a lot trying to get your HP 6420e printer working properly. Here’s a structured approach to tackle the issues you're facing:

**1. Power Cycle and Reset the Printer

Perform a Power Cycle:

• Turn off the printer.
• Unplug it from the electrical socket and wait for 1-2 minutes.
• Plug it back in and turn it on.

Hard Reset:

• If the power cycle doesn’t help, try performing a hard reset by holding down the power button for about 10-15 seconds.

2. Check Network and Connectivity Issues

Reconnect to Network:

• Ensure the printer is connected to your Wi-Fi network. Reconnect the printer to the network through the printer’s control panel or settings menu.

Network Troubleshooting:

• Make sure your router is working properly.
• Restart your router and check if other devices are connected and working.

Printer Firmware Update:

• Check if there are any firmware updates available for your printer. Download and install the latest firmware from the HP Support website.

3. Address “Printer Setup Incomplete” Status

Complete Initial Setup:

• Follow the setup instructions provided with the printer. Ensure you complete all the steps, including setting up ink cartridges, loading paper, and configuring network settings.

HP Smart App Setup:

• Use the HP Smart app to set up the printer. Download it from the HP Smart App website or your device’s app store.

4. Troubleshoot Printer Errors and Freezing

Check for Error Messages:

• Look for any error messages on the printer’s display. Refer to the printer’s manual or HP’s support website for guidance on resolving specific error codes.

Clean Printer Internals:

• Gently clean the printer’s internal components, including the paper feed rollers, using a soft, lint-free cloth.

Check for Paper Jams:

• Ensure there are no paper jams or obstructions in the paper path.

5. Perform a Factory Reset

• Factory Reset the Printer:
  • Navigate to the printer’s settings menu and look for the option to perform a factory reset. This will restore the printer to its original settings.

I hope this helps.

Take care and have a good day.

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

Rachel571

HP Support

[ashxz47]

If you refer to the "help" provided by HP support in the previous message, you’ll see the same issue I’m experiencing: HP support doesn’t seem to actually read or try to understand the customer’s problem. They simply repeat the same instructions over and over.

I’ve already followed all the steps from the HP website and went through them again when contacting support. Now, I’m being asked to repeat the same actions multiple times, despite the fact that they clearly aren’t solving the issue. This repetition is unhelpful and frustrating.

It seems likely that HP support is overwhelmed, as they appear to rely on generic responses in the hope that customers will give up—perhaps even throw their HP device away or make a video smashing it with a hammer. Is this the level of support I’m receiving for a device that’s still under Factory Warranty? HP, are you serious? You should be fixing or replacing the device under warranty, not burdening customers because of poor product quality.

[Sneha_01]

Hi @ashxz47

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

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”.

Rachel571 

HP Support