HP ENVY Photo 7855 freezes on startup

[jebrown01]

HP ENVY Photo 7855 freezes on startup with only first blue dot showing on screen.  Horizontal bar looks like it completes. Have tried power reset.  Have plugged directly into usb port but no change.  Have disabled and enabled printer successfully but still shows as offline.  Tried HP diagnostics but was unable to fix. 

[A_Gayathri]

Hi @jebrown01,

Welcome to The HP Support Community.  

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

I understand you are facing an issue with your HP ENVY Photo 7855 is freezing on startup with only the first blue dot showing, the issue could be related to firmware, hardware, or connectivity. Here are a few troubleshooting steps you can try:
 

1. Power Reset (if not done already):

• Turn off the printer and unplug it from the power source.
• Wait for at least 60 seconds.
• Plug the printer back in and turn it on to see if the issue persists.

2. Check for Firmware Update (Using USB)

Since the printer isn't fully starting, you might need to attempt updating the firmware via USB:

• Download the latest firmware from the HP support page for your printer.
• Connect your printer directly to your computer via a USB cable.
• Install the firmware using the downloaded file on your computer, and follow the on-screen instructions.
• After updating, restart your printer to see if the freezing issue is resolved.

3. Perform a Semi-Full Reset:

This reset will return the printer to its factory default state but can help resolve firmware or hardware problems:

• Turn off the printer and unplug the power cord.
• While pressing the power button, reconnect the power cord.
• Continue holding the power button for about 15-20 seconds before releasing it.
• The printer should reset and turn back on. Check if the issue still persists.

4. Test Hardware Components:

• Disconnect any connected USB cables or memory cards from the printer.
• Check if the printer behaves differently when not connected to any external device.

5. Check Network Settings:

Since you mentioned the printer is showing offline, there might be an issue with network connectivity:

• Try disconnecting the printer from your WiFi network (if possible).
• Reconnect it using the control panel or via the HP Smart app.

6. HP Diagnostics in Safe Mode:

Sometimes using HP's diagnostic tools from a clean state can help:

• Boot your computer into Safe Mode with Networking.
• Run HP's diagnostic utility again and see if it can communicate with the printer properly.

Refer to this document: HP ENVY Photo 7858 All-in-One Printer User manual 

I hope this helps. 

Take care and have a good day.

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