HP ENVY 5020 stuck on start up

[MH988]

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. 

I've also tried using the 'virtual agent' but this doesnt work either. 

Any help would be appreciated as can't even reset to factory settings or force a factory reset of the printer.

thanks

[sandytechy20]

@MH988

Welcome to the HP support community.

I understand that your printer is stuck on the boot screen, I am glad to assist you.

You might have to perform a semi-full reset on the printer to fix this issue.

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

I am sending you a private message with the steps to reset the printer. Please check the mailbox icon at the top-right corner of this screen.

I hope this helps resolve this issue completely.

To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.

Cheers.

[BelfastP]

I am wondering if the solution can be shared as I am currently facing the same issue, 

Many thanks in advance

[Betty0610]

@BelfastP

Welcome to the HP Support Community.

I'd be happy to help.

Which Printer do you have?

Let us know 🙂

Thanks!

[BelfastP]

The HP ENVY 5020

[Keith141]

Same here... HP Envy 5020

[Betty0610]

@BelfastP

We'll have to perform a reset on the Printer for this. I have sent you a private message, for more details that cannot be shared in a public post.

Please do check your inbox on the communities page for the private message.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

[Betty0610]

@Keith141

I've sent you a private message already.

[AlexSLDN]

I have the same problem 

[Emily143]

I have this same issue. Can anyone please share the instructions to resolve? Envy 5020.