Help with hp envy 7855

[Susie389]

We had a thunderstorm and after I can not get my printer to move past the initial screen.   Unplugging doesn’t work.  Is there anyway to reset it?

 

[Kuroi_Kenshi]

Hi @Susie389,

Welcome to the HP Support Community!

Thanks for reaching out about your query regarding resetting your printer!

We're thrilled to have the opportunity to assist you and provide a solution.

Try these steps:

Power Reset:

• Unplug the printer from the power source and disconnect any other cables from it.
• Wait for at least 60 seconds, then plug the printer back into the power outlet directly, avoiding surge protectors or extension cords.

Hard Reset:

• If the printer does not respond, perform a hard reset by switching off the printer, then holding down the power button for 15 seconds.
• Release the power button, then plug the power cord back into the printer.

Check for Visible Damage:

• Inspect the printer for any signs of visible damage, including burnt marks or singed cables which may indicate electrical damage.

Move to a Different Outlet:

• Try connecting the printer to a different electrical outlet to rule out issues with the current one.

Printer’s Initial Setup Screen:

• Ensure there are no obstructions preventing the ink carriage from moving properly inside the printer.

Firmware and Software Update:

• Connect the printer to your computer, check for any available firmware updates, and attempt updating if the printer becomes responsive. You can check HP Support for updates.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,

[Susie389]

Hi Kuroi,

Unplugging and plugging back in does not work (I unplugged for days) it always sticks at the same place as my initial screenshot.  Pushing the power button or pushing and holding the power button does not shut off the printer, the only way to turn it off it to unplug it.  There is no visible damage to the printer or cable.  Changing the outlet does not work.  There are no obstructions.  Any other ideas?

[Kuroi_Kenshi]

Hi @Susie389,

Thank you for confirming all the steps you’ve tried so far! Since the printer is still freezing on the initial screen and not powering down normally, it looks like the internal firmware may have been corrupted during the thunderstorm. Let’s try a few more advanced troubleshooting steps:

1. Check for “Recovery Mode”:

Sometimes after a power surge, the printer can boot into a hidden recovery menu.

Unplug the printer, then while plugging it back in, press and hold OK + Cancel (or OK + Power, depending on your panel).

If you see a menu or prompt on the display, choose Firmware Update.

2. Update Firmware via USB:

On your computer, go to the HP Software & Drivers page.

Download the latest firmware update utility for the HP Envy 7855.

Connect the printer to your PC via USB.

Run the firmware updater, if the printer is detected, proceed with the update.

3. Surge Damage Check:
Since you mentioned the power button itself isn’t responding normally, this could mean the system board was affected by the thunderstorm.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,