HP Envy 5020 has a question mark displaye on the touch screen what does it mean ?

[GoachersDave]

HP Envy 5020 has a question mark displayed on the touch screen what does it mean ?

[TEJ1602]

@GoachersDave, Welcome to HP Support Community!

There are two question mark symbols on the printer-

  Help button: Opens the Help menu for the current operation. 

 Help: Opens the Help menu to view how-to videos, printer feature information, and tips.

You can tap the  Back button to return to the previous screen and continue to use the printer. If you have any error messages or issues while using the printer, brief us the issue for further assistance.

Hope this helps! Keep me posted. 

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!

[GoachersDave]

When i turn on the printer it defaults to the question mark and there is no back button displayed.

This has happened since the recent firmware update was installed last week.

I've tried using Scan Doctor and all is okay. i've reset the printer to factory settings and reinstalled all of the settings, but it still opens with the question mark lit up and no return symbol illuminated nor home symbol.

I've now reinstalled all of the software on my PC and it still defaults to the question mark and no back button nor homebutton  illuminated.

[TEJ1602]

@GoachersDave

Thanks for replying!

The only option left is to perform a full reset and re-initialize the printer. 

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

I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer. 

In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link.

Hope this helps!

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!

[GoachersDave]

The reply by email was goblede **bleep**. I can't get beyond the question mark displayed on my printer, as shown in the .jpg

[TEJ1602]

@GoachersDave

Thanks for replying!

What happens when you tap on copy or scan or setup options on the screen?

Keep me posted for further assistance.

[GoachersDave]

They all work but default to the question mark. The print and scan work okay when I print or scan from my PC, but again it defaults to the question mark.

[TEJ1602]

@GoachersDave

That is by default lit up and does not affect any printer functions. It is the help icon and you can use it in case you need any help with the printer functions.

You can just let it be and continue using the printer as usual.

I hope that answers your concern adequately. Let me know!

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!