Printer display went black; printer offline

[pblumel]

The small display window on my printer went black. The printer is now offline as well. I followed the virtual assistant advice and tried to run the HP Smart "Diagnose and Fix." No luck. Please advise. 

[Nal_NR]

Hi @pblumel,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I’m really sorry to hear about the display going black and the printer going offline—it’s definitely frustrating when things suddenly stop working. Let’s see what we can do to resolve this.

• Has the printer been displaying any other error messages or unusual behavior, aside from the black screen and offline status?
• Have you tried restarting the printer, and if so, does the screen stay black after turning it back on?
• Is your printer connected via USB, Ethernet, or Wi-Fi, and have you tried reconnecting it to the network?

Let's try these steps. 

Power Cycle the Printer

• Turn off the printer and unplug it from the power source.
• Wait for 60 seconds, then plug it back in and turn it on.
• Check if the display comes back to life and if the printer shows as online.

Check Printer Connection

• Ensure the printer is properly connected to your network.
• If connected via Wi-Fi, try reconnecting it: Go to the printer’s control panel, select Network Setup, and choose your Wi-Fi network again.
• If using Ethernet, ensure the cable is securely plugged into both the printer and router.

Update Printer Firmware

• Check for any firmware updates on HP’s website or through the HP Smart app.
• If you can access HP Smart on your computer or mobile device, use it to check and update the firmware.

Reset the Printer

• Perform a Factory Reset (found in the printer’s settings menu) to restore the printer to its default settings. Be aware that this will erase any custom configurations, but it could help resolve the display and connection issues.

Check for Hardware Issues

• Inspect the printer for any signs of physical damage, especially near the display area or the control panel.
• If you notice any loose connections or damaged cables, those may need attention or replacement.

Hope this helps! Keep me posted for further assistance

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