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‎11-10-2024 08:05 AM - edited ‎11-10-2024 08:06 AM

HP Recommended

Brand new HP Envy 6155e locks up after 15 minutes, touch screen is unresponsive, power button doesn't work, need to pull power cord for printer to reset

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1 REPLY 1

‎11-12-2024 08:26 AM

HP Recommended

Hi @Ric40,

 

Welcome to HP Support Community.

 

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

 

It sounds like your HP Envy 6155e printer is experiencing a system freeze after a period of use. Here's a troubleshooting approach to resolve the issue.

 

Power Cycle the Printer:

  • Since the power button is unresponsive, disconnect the power cord from the printer and wait for about 30 seconds to 1 minute before reconnecting it. This is a basic reset, and it can sometimes resolve minor system glitches.

Check for Firmware Updates:

  • If possible, access the printer's settings through the HP Smart app or a connected computer to check for any available firmware updates. Outdated firmware could be causing the lock-up issue.
  • To do this:
    • Open the HP Smart app on your computer or mobile device.
    • Select your HP Envy 6155e printer and check for updates under Printer Settings or Device Settings.

Printer Reset:

  • Perform a factory reset if the issue persists. This will clear all custom settings and restore the printer to its default configuration.
    • Navigate to Settings > Printer Maintenance > Restore Defaults from the printer's control panel or through the HP Smart app.

Check for Electrical Interference or Overheating:

  • Ensure that the printer is not placed near any heat sources, and that the power supply is stable. Electrical surges or overheating can lead to freezes or lock-ups.

Test in Safe Mode:

  • If the printer continues to lock up, you could try using it in Safe Mode, which disables non-essential functions. This can help determine if a specific feature or application is causing the freeze.

 

I hope this helps.

 

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!

 

Alden4

HP Support 

I am an HP Employee.
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