HP Envy Photo 7155 won't shut down(also stopped printing)

[SLadd1990]

Hello. First time poster here.

We have a relatively new HP Envy Photo 7155 printer that we bought sometime within the past 6-12(I think?) months that we'd used regularly without issue, up until last night. 

One of my family members(mom) is very much into sewing, knitting, and the like, and she was trying to print out an article from a website which she thought might require a *lot* of paper, so she asked me to refill the paper tray. That seemed to go well at first, but I believe that's when we first noticed that there was a problem; after we filled up the paper tray my mom tried to print the article from her IPad. But unfortunately, the printer failed to respond(I do believe her iPad recognized the printer, though, and I don't think we saw any error messages, as I recall); we eventually tried this several times but nothing we did worked. I eventually tried shutting down the printer using the "Shut Down" function on the touchscreen.....but it never did shut down and now even about 15 hours later it remains on the "Shutting Down..." screen. 

I do believe I've seen a few solutions for other printers, but I'm honestly afraid of screwing something up, so I need the exact instructions for troubleshooting the problem on this particular printer(HP Envy Photo 7100), mainly in regards to solving the problem of why it won't shut down, first and foremost(and then secondly, hopefully get it to print again as well). Any help is appreciated. 

[asmita6658]

Hi @SLadd1990

Welcome to the HP Support Community. 

Try these steps to reset the printer - 

1) Take out the cartridges. 
2) Unplug the power cord from the printer & wall. 
3) Wait for 30 seconds.  
4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not to a surge protector. 
5) Insert the cartridges back into the printer.

Also, try updating the printer's firmware. Refer to this document for steps - HP Printers - Updating or Upgrading Printer Firmware
 

Hope this helps! Keep me posted. 

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