My printers screen is stuck on ¨The HP software is setting up your printer...¨

[E2342]

The printer screen is stuck on ¨The HP software is setting up your printer...¨. I can print from other devices but i cannot use the printer screen and i need to use it to scan some documents. I also updated the printer, but that did not help

[Sneha_01]

Hi @E2342 

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

It sounds like your HP printer is stuck on the screen that says, "The HP software is setting up your printer," which can be frustrating, especially if you need to use the printer's touchscreen for scanning. The fact that you're able to print from other devices suggests that the printer itself is connected and functioning for basic printing tasks, but there seems to be an issue with the software or settings that's affecting the touchscreen functionality.

Here are some steps you can take to try and resolve this issue:

1. Power Cycle the Printer

A simple power cycle can sometimes resolve issues like this.

• Turn off the printer by pressing the power button.
• Unplug the printer from the power outlet and wait for about 30 seconds.
• Plug the printer back in and turn it on again.
• Check if the printer's display returns to normal and whether you're able to use the touchscreen.

2. Reset the Printer to Default Settings

If a simple reboot doesn’t work, you can try performing a factory reset. This will restore the printer to its default settings, which can help resolve any issues with stuck software or configuration problems. Note that resetting the printer might clear custom settings (e.g., Wi-Fi settings), so you'll need to reconfigure the printer afterward.

To reset your HP printer (e.g., HP OfficeJet, HP Envy, HP DeskJet):

1. Press and hold the Cancel and Wi-Fi buttons simultaneously for about 5 seconds (you may need to check the specific button combination for your model).
2. The printer should then reset to factory settings.
3. After resetting, reconnect to your Wi-Fi network and check if the touchscreen works again.

3. Update or Reinstall HP Software and Drivers

Since you mentioned that you've already updated the printer, it could be a good idea to reinstall the drivers and software, especially if there was an issue during the update process that caused the touchscreen to freeze.

Steps to reinstall the HP drivers and software:

1. Uninstall the current HP software from your computer:
   • Go to Control Panel > Programs > Uninstall a program.
   • Find your HP printer software, select it, and click Uninstall.
2. Download the latest version of HP software from the official HP Support website.
3. Install the software following the on-screen instructions.
4. Make sure you choose the correct model and operating system version during the setup process.
5. After reinstalling the drivers and software, check if the issue persists with the touchscreen.

4. Use the HP Smart App for Scanning (Workaround)

Since the touchscreen isn't functioning properly for scanning, you can use the HP Smart app as a workaround. The HP Smart app allows you to scan documents from your computer or mobile device without needing to use the printer’s touchscreen.

• Download the HP Smart app on your PC or mobile device (available on Windows, macOS, iOS, and Android).
• Open the app, and make sure your printer is connected and showing up.
• Use the app to scan documents directly from your printer to your computer or phone.

I hope this helps.

Take care and have a good day.

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

Rachel571

HP Support

[Sneha_01]

.