Photo 7864 screen stuck

[gdec]

Hello, the screen of my HP Envy Photo 7864 is stuck on the loading screen. I tried unplugging and rebooting it, but it didn’t work. Thank you. Guillaume

[A_Gayathri]

Hi @gdec ,

Welcome to The HP Support Community.  

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

I understand you are facing an issue with your HP ENVY Photo 7864 printer screen is stuck on the loading screen, it may indicate a firmware issue or hardware problem. 

Here are some steps you can try to resolve it:
 

1. Hard Reset the Printer

• Turn off the printer by unplugging the power cord from the printer and the wall outlet.
• Wait for at least 60 seconds.
• Reconnect the power cord to the printer and the wall outlet.
• Turn on the printer and check if it moves past the loading screen.

2. Check for Printer Hardware Issues

• Disconnect any USB devices or memory cards connected to the printer.
• Make sure there are no paper jams or obstructions in the paper path.

3. Update Printer Firmware Update the firmware on an HP printer

If the printer eventually turns on, update the firmware to prevent further issues:

• Use the HP Smart app or HP Software on your computer to check for firmware updates.
• If available, download and install the update.

4. Power Reset with Ink Cartridges Removed

• Unplug the printer while it is still on.
• Open the printer cover and carefully remove the ink cartridges.
• Close the cover and wait for 60 seconds.
• Plug the printer back in and turn it on without the ink cartridges.
• If the printer progresses past the loading screen, reinstall the cartridges and check if it functions properly.
  
  Refer to this document: HP ENVY Photo 7864 All-in-One Printer User manual 

I hope this helps. 

Take care and have a good day.

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