08-20-2020 10:16 AM
Office Jet 5255, touch screen is blue, no icons visible. The home, ? and return will light up on the left side but will only allow shifting between them. Nothing comes up on the touch screen. Have tried the suggestions in the forum for unplugging both ends of the cord and waiting the three minutes. Printer will come back on and go through the warm up but screen is still not populated with icons. By randomly touching the screen I did get a printer status print out. Printer is of course just out of the warranty period by a couple months.
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08-23-2020 07:20 AM
Welcome to HP Community
I have gone through your Post and would like to help
Please update the Firmware from this Link: https://support.hp.com/in-en/drivers/selfservice/hp-officejet-5200-all-in-one-printer-series/1409573...
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 similar issue.
I Am An HP Employee
08-23-2020 09:14 AM
Answered my own question after I found the right cable. The firmware is updated.
Turned it off and back on. The screen is still blue with no icons and does not change when the home, ? or return are touched. Touching the screen does not bring up the icons. But there is a click when I randomly touch the screen.
It can not be connected. It is not on line for a wired connection or a wifi connection. Showing the same status through the app on my phone.
Thanks for help thus far.
08-24-2020 03:38 PM
I request you to talk to HP support.
They might have multiple options to help you with this.
- Click on this link - https://support.hp.com/us-en/contact-hp?openCLC=true
- Select the country.
- Enter the serial of your device.
- Select the country from the drop-down.
- Click on "Show Options".
- Fill the web-form. A case number and phone number will now populate for you.
I hope that helps.
To thank me for my efforts to help you, please mark my post as an accepted solution so that it benefits several others.
I am an HP Employee
08-28-2020 08:16 AM
I had hopes that this would lead to being able to communicate with an HP rep directly about this. With the web page being updated all I can find is the community support page and everything I try leads me back to that page. I tried the business support page since I do use this for my business but it kicked me back to the community support page. The virtual agent is of no use, as soon as I mention a touch screen it immediately goes to a PC issue. Any other suggestions out there?
08-29-2020 01:06 PM
I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).
If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.
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I am an HP Employee