HP ENVY 7640 won't wake up from sleep mode without un-pluging power

[mroark5905]

My HP ENVY 7640 will work fine until it goes into sleep mode. At that time no buttons will bring it back and no command from the computer will wake it. The only resolution is to un-plug the printer, wait for a couple of seconds and restore power.

My printer is connected via Ethernet cable to a router. no other devices are having any problem.

Once  you restore power and the printer restarts, everything will work fine, untill it goes back into sleep mode.

Why???

It did not use to do this when i first got the printer.

[senan6806]

@mroark5905

A warm welcome to HP forums! This is a great place to get support, find answers and tips to your technical queries.

Updating Mac OS, printer firmware and adjusting the energy settings may resolve the issue. Let's try these steps:

1.) Use the steps available here and update Mac OS.

2.) Download and install the latest firmware update for your printer from here.

3.) On the printer control panel display, swipe left and select Setup. click Preferences and disable Auto-off.

Let me know how it goes!

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

[chuck92]

Hello Senan6806,

I have the same problem, but the steps below don't seem to help.

My iMac has the latest version of the OS that it can take (High Sierra, 10.13.6). My printer says that the firmware is up to date (NSM2CN1830AR). Also, in my printer's preferences, there is no "Auto-Off" option. (I'd hate to resort to that anyway, but if necessary I guess I would). My printer has a "Sleep Mode" with timing options.

I'll keep looking, but if you have any suggestions I would appreciate it.

Thanks,

Chuck

[atharva_gp]

@chuck92,

I am replying on behalf of @senan6806 as he is unavailable for the day.

Let's try to assign a manual IP address for the printer.

• From the main menu on the printer control panel, slide the screen from right to left to access the Set-Up menu.
• Go to Network Setup > Print Reports > Network Configuration Page
  • This prints the network configuration page of the printer.
• Again, from the main menu on the printer control panel, slide the screen from right to left to access the Set-Up menu.
• Go to Network Setup > Ethernet/Wireless Settings > Advanced Settings > IP Settings > Select Manual IP
  • You would be asked to enter the IP address, default gateway, Subnet Mask, Preferred and Alternate DNS
  • For the IP address, say if your printer IP address is 192.168.0.3, try assigning a different IP address that is slightly in a different rage like 192.168.0.88
  • Enter the default gateway and Subnet Mask values obtained from the network configuration page
  • For the Preferred DNS use 8.8.8.8 and alternate DNS as 8.8.8.4
  • Touch OK and save changes

Now we have to remove and re-add the printer on your MAC. Please follow the steps below:

• Click the Apple menu, and then click System Preferences.

            

• Click Printers & Scanners or Print & Scan.
• If your printer is listed, click the name of your printer, then click the minus sign to delete the printer. 
• Click the plus sign, click Add Printer or Scanner, click the name of your printer.
• Click the Use or Print Using menu, then select the name of your printer.

         ( For printers connected on Wireless select AirPrint or Secure Airprint)

           

• Click Add to add the printer to the list.

Observe how the printer behaves after the changes. Keep me posted if you need any further assistance.

Cheers!

[chuck92]

Hello Atharva_gp,

Thank you for your assistance. I went through the steps just now.

I will check in a few days of not using the printer and see how it goes. I'll let you know.

Thank you again.

Chuck

[atharva_gp]

@chuck92,

Sure! 

Keep me posted. Let me know if you need any further help.

Cheers!

[chuck92]

Hi Atharva_gp,

How's everything going? Hope you had a great weekend.

I haven't printed since our discussion. I checked the printer out today. Unfortunately, it won't wake up. I tried to wake it through the control panel on the printer. Then I tried to print a test page. It said that the printer wasn't connected. 😞

I greatly appreciate the help you've given. Anything else that you can suggest?

Chuck

[atharva_gp]

@chuck92,

I think this issue needs some additional technical assistance that can be better provided through one-on-one interaction with our HP Support team.

I would request you to contact them for further assistance.

Click on this Link to contact HP.

Cheers!

[chuck92]

Sure. Thank you. I'll try that.

Chuck

[chuck92]

Hi Atharva_gp,

Thank you again for your help. Maybe you can help me get further assistance.

I went to the link that you provided and am getting very frustrated with the website. I try to check the warranty status, thinking that was the first step to getting the number, and it can't find my device by the serial number.

So I try to skip that, but I can't find a number to call or a way to chat at all. Everything takes me in circles.

From what I can tell there is no way to actually contact anyone for futher assistance.

What am I missing?

Chuck