HP Envy 7155 frozen and I have tried all suggestions given in this forum, does not work.

[kem22222]

Hi, my Envy 7155 is stuck on the loading screen and I have tried all suggestions given on this forum. I will list all that I have tired so as to speed this process up as I need to find out of this can be fixed or if I am out of a printer only after a short time period of usage which is very disappointing.

The printer comes on when plugged back in and the power button does not work at all, I am not able to turn it off with the power on button,  only through unplugging it and even after doing all the options below it does the same thing..powers on the moment I plug it in automatically (not with the button) and stays on the loading screen with the white background and HP symbol. No matter how long I leave it it stays there..it makes no sound and just sits like that for hours. Please advise what could be causing this problem and if it's fixable. I have to do a lot of print jobs for my homeschooling and need to quickly decide if I have to buy a new printer.

Thank you, Kristen

Reset the printer

1. With the printer turned on, disconnect the power cord from the rear of the printer.
2. Wait at least 60 seconds.
3. Reconnect the power cord to the rear of the printer.
4. Turn ON the printer, if it does not automatically turn on.
5. Wait until the printer is idle and silent before you proceed.

Note: HP recommends connecting the printer directly to a wall outlet rather than a surge protector or a power strip.

If this does not help, unplug the power cable and hold the power button down for 10-15 seconds and release it. Power on the printer and check.

Check for any jams inside the printer and make sure the carriage is moving freely.

I have a few recommendations 

• Remove the ink cartridges from the printer. With the printer turned on, disconnect the power cord from the rear of the printer and from the wall outlet or power strip. Wait at least 60 seconds. Plug the power cord back into the wall outlet..
  
  
  
  

[Raj_05]

Hi @kem22222,

Welcome to HP Support Community.

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

It sounds like you've already done a thorough job of troubleshooting your HP Envy 7155. Given the steps you've tried and the symptoms you're describing, here are a few additional things you might consider.

• Check the Printer's Firmware: Sometimes, a firmware update can help resolve freezing issues. However, if the printer is stuck on the loading screen, this might be challenging to perform. Check if you can update the firmware using HP's support website if the printer becomes responsive.
• Check the Printer's Connectivity: Ensure the printer is connected to the network properly. If the printer is trying to connect to a network or is stuck in a loop trying to update or sync, it could cause it to freeze. Try resetting the network settings or reconnecting to the Wi-Fi.
• Inspect for Hardware Issues: While it sounds like you’ve checked for jams and issues with the ink cartridges, double-check to ensure nothing is obstructing the printer's internal mechanisms. Sometimes, small paper fragments or foreign objects can cause problems.
• Consider a Factory Reset: If possible, perform a factory reset of the printer. This might be tricky if the printer is unresponsive, but it's worth trying if other steps don’t resolve the issue.

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 

[kem22222]

Hi Alden4, thank you for your response. Yes, we tried updating firmware as well as tried to use the website for a diagnostic of the issue but because it's frozen it doesn't show as online, therefore we cannot update firmware or do anything that requires connectivity. How can we perform a factory reset if it's unresponsive...you mentioned it might be tricky...is it tricky or impossible? What can I do if the printer is unresponsive to any of the above? Does this mean it's now unusable or is there a way to fix this issue? 

I need to know if this means my printer is not usable or if a technician can fix it. And if it's fixable, while none of the solutions you listed are options, what is the next step for me?

Thank you, Kristen

[Raj_05]

Hi @kem22222,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your 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.

I hope this helps! Keep me posted.

Alden4

HP Support