HP OfficeJet Pro 6968 - Blue Screen On Boot

[dixsoftware]

Hello HP Support Community,

I am running into a problem with my HP OfficeJet Pro 6968 printer I bought in July.  Whenever I try to startup the printer, it displays the HP logo for a second, doesn't initialize the scanner / printer components like it usually does on startup, and then displays a blue screen with the power symbol and error code 01024661.  Do any of you know what a potential fix would be?  

I already tried performing a reset by uplugging the printer, holding down the power button with it unplugged, waiting 30 seconds, and plugging it back in; I also tried the same method but left it unplugged for over an hour.

Thanks very much to  anyone who responds.

[ShlomiL]

Hi,

How is the printer connected to your computer? ia USB, wirelessly or with an ethernet cable?

Any other cables plugged beside the power cable? e.g. a pone cable, usb. etc?

[dixsoftware]

Hi and thanks for your reply,

The printer is connected wirelessly.  There was also a phone cable plugged in (for Fax); I tried unplugging it, but that didn't make a difference.

[ShlomiL · Accepted solution]

You are welcome.

To deny any router related issue, please unplug the router from its power, then restart the printer and check if you may see any difference, a such might happen due to any router issue / misconfiguration.

If the printer powers on correclty with the router powered off please let e know you router brand an model, I will do my best to guide you further as possible.

If the issue remain once the router is powered off too I suggest contacting HP support to service the printer.

You may contat HP by filling the form below:

https://support.hp.com/us-en/contact-hp/product/HP-OfficeJet-Pro-6960-All-in-One-Printer-series/8289...

Regards,

Shlomi

[dixsoftware]

Thanks; they ended up giving me a replacement through warranty.

For those of you who are also having this issue, a troubleshooting step HP explained was to press the back arrow / return button several times to bring up a hidden support menu.  They also said to try removing the ink cartridges and then doing a hard reset.

Thanks for your help.

[Rhmoore71]

How do you do a hard reset?  I'm having a simular problem

[Jeet_singh]

Hi @Rhmoore71,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! As I understand you are having issues with your HP OfficeJet printer not working properly. Don't worry we'll work together to find a solution for you.

To provide you with an accurate solution, I'll need a few more details:

How is the printer connected? USB/Wireless

Do you get any error message on the printer screen or on the computer screen?

Have you made any changes recently on the printer before the issue started?

In the meantime, let's try these steps here: 

Perform a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

If your printer connected wirelessly, make sure to temporary connect the device with USB and then follow the link to check for the latest firmware update if available for your printer, using this website.

For more assistance, please follow all the steps suggested in the support document for - HP Printers - Printhead Problem, Ink System Failure, '0x...' Error Displays

Please respond to this post with the details and with the results of the troubleshooting for further assistance.

Eagerly waiting for your response!

I hope you have a good day ahead,

And Feel free to ask your queries as this forum has some of the best people in the world available and ready to help.

Regards,