HP ENVY 5020 stuck on start up

[B19dbo]

@phaserw we are the same we updated our old one after 15 years to end up with this one broken after barely 2. The reset procedure they give is a load of waffle. I tried it and can’t work out how they expect it to work. I feel robbed

[PhaserW]

It’s so frustrating, especially I’ve hardly used the printer!

I really can’t afford another one, desperately hoping someone can wave their magic wand & fix it 🙏

[AlexSLDN]

Has anyone been able to fix this issue hp agent fix was useless and now don't bother to answer private message. Thanks 

[Emily143]

Thanks for the message. It didn’t work..

[Rainbow23]

@starfish54 

Welcome to the HP Support Community. It is a great way to post questions and find resolutions by working with specialists in the HP community.

We appreciate you for doing business with HP.

I see that you are facing cartridge issues with your printer that is enrolled to instant ink.

Please follow the steps listed in the document below to restore the unit to its network defaults and then reconnect it to the network:

Step 1: Restore the unit to its network defaults:

1. From the Home screen, touch (Wireless) and then touch ( Settings ). 

2. Touch Restore Network Settings, and then follow the onscreen instructions

Step 2: Reconnect the printer to the network:

1. On the printer control panel display, from the Home screen, touch ( Wireless ). 

2. Touch ( Settings ). 

3. Touch Wireless Setup Wizard or Wi-Fi Protected Setup. 

4. Follow the display instructions to complete the setup.

You may refer to this document link

Step 3: Enable Web Services:

1. On the printer control panel display, from the Home screen, touch ( Setup ). 

2. Touch Web Services. 

3. Touch Yes to accept the Web Services terms of setup. 

4. The printer will automatically check updates and set up Web Services.

You may refer to this document link

Let me know how this goes.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[starfish54]

Hi, the home screen doesn't work. The screen is stuck at the error message screen. The error message says " Cartridge cannot be used until enrolled in HP instant...". It won't do anything else. The blue light of the wifi also doesn't come on. The screen won't respond. I have restarted the printer multiple times, removed and re-loaded the cartridge. No change.

[Rainbow23]

Hi @starfish54

We need to provide the solution to this issue in a private message as this information cannot be shared on a public post.

I have sent you a private message with this information. 

In order to access your private messages, click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link 

Keep me posted and have a nice day!

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Yes" on the bottom right to say “Thanks” for helping

Have a great day ahead!

[AMS71]

Please assist me as I am having the same problem with my hp envy 5020 printer

[Nal_NR]

Hi @AMS71,

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.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[starfish54]

Thanks. I called the help center and they performed the semi-full reset which did the trick. I had to then reconnect the printer and enable the web service on the HP smart app to make the printer fully functional. Helpcenter folks were amazing and helpful. 

Regards