My hp Envy 7164 is frozen

[R2D2XYZ]

My Envy 7164 is frozen at start-up. It's on the fist dot of the graphic on the screen. I'm running it on MAC OS 13.7.3. The problem just showed up one day. It had been printing well. I've tried restarting it by unplugging it. It didn't respond to the on-off button. Please help me get the printer back into operation. Thank you. 

[Kuroi_Kenshi]

Hi @R2D2XYZ,

Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding printer being in a frozen state!  

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

Perform a Hard Reset

Unplug the printer from the power source.
Wait for at least 2 minutes.
While pressing and holding the power button, plug the printer back in.
keep holding the power button for 10-15 seconds, then release it.

Check if the printer boots up properly.

Try a Different Power Outlet

• Plug the printer directly into a wall outlet (not a surge protector).
• Restart the printer and check if the issue persists.

Update Firmware via HP Smart App (If Possible)

If the printer gets past the stuck screen:
Open the HP Smart App on your Mac.
Go to Settings > Printer Maintenance > Update Printer.
Install any available updates and restart the printer.

Enter Recovery Mode & Reset Printer

If your printer is still stuck:
Turn off the printer and unplug it.
Press & hold the Wi-Fi & Back buttons together while plugging it back in.
Keep holding until the screen displays Recovery Mode.
If the option appears, choose Reset to Factory Defaults.

Try these steps and let me know what happens! 😊

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,

[R2D2XYZ]

Thank you for your reply, but the hard reset didn't work. The other things you recommended require a working printer to do, and I don't have one. For instance you recommended pressing the back button, but that is a button that would appear on the screen. I have no way to get there because the screen is frozen. I looked into the HP Utility, but it can't connect to the frozen printer. I tried to find an app of come kind in the app store, but could only find one that is used for faxing and remote printing, but it required a subscription, and I'm not eager to spend more money on this printer. 

[Sneha_01]

Hi @R2D2XYZ 

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

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.