Help please with error code oxb87c6646 on HP ENVY 5020

[HettyH1]

HP Envy 5020 printer. Few years old maybe that's the problem.

[Nal_NR]

Hi @HettyH1,

Welcome to HP Support Community

Let's start with a printer reset

(1) Turn the printer on, if it is not already on.
(2) Wait until the printer is idle and silent before you continue.
(3) With the printer turned on, disconnect the power cord from the rear of the printer.
(4) Unplug the power cord from the wall outlet.
(5) Wait at least 60 seconds.
(6) Plug the power cord back into the wall outlet.
 NOTE: HP recommends connecting the printer power cord directly to the wall outlet.
(7) Reconnect the power cord to the rear of the printer.
(8) Turn on the printer, if it does not automatically turn on.

The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.
Wait until the warm-up period finishes and your printer is idle and silent before you proceed

Also, disable the IP V6 Address

From the home screen on the printer control panel, swipe the display to the left, and then touch Setup.

Touch Network Setup, and then touch Advanced Settings.

Turn off IPv6, and then touch Yes to confirm.

You can refer to this Link: https://support.hp.com/us-en/product/hp-envy-5000-all-in-one-printer-series/14095644/model/14095648/...

Keep me posted on how it goes

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with a similar issues.

[Nal_NR]

Hi @HettyH1,

Hope I was able to fix the issue. If you need further assistance, feel free to reach out to us. 

Give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers and did reply to you!

[HettyH1]

Thank you so much for your response, however my printer screen just wasn't allowing me to follow your instructions.  The printer is a few years old so I think maybe it's just giving up!  Thanks for trying though.

[Nal_NR]

Hi @HettyH1,

Thanks for your reply and you are welcome. This might require one on one interaction to fix the issue.

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[HettyH1]

Once again thank you for your response.  I've spoken with two very helpful and patient people from HP Support, but after trying various options I'm afraid my printer is not responding and we have come to the conclusion that it's time to accept that this one has had its day and I need to buy a new one.

Many thanks for your continued help and support.

[Anand_Andy]

@HettyH1,

Thank you for your response, I really appreciate your efforts. As the issue still persists,  I have sent out a private message.

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.

Hope this helps! Keep me posted for further assistance.

Please click “Accept as 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!