Printer offline and touch screen glitching out/not working

[BKess2]

My work printer was disconnected from the internet over the weekend. Tried to go into the Setup menu to reset the connection, but the touchscreen display won't stop glitching out. The touchscreen keeps automatically selecting menu items without anyone touching the screen even after turning the printer off and turning it back on. My next idea was to reset the printer to Factory Default, but I can't even get to the setup menu via the touchscreen to do that. Is there a way to do a Factory Default Reset without using the touch screen? Thank you for your help.

[A_Gayathri]

Hi @BKess2,

Welcome to HP Support Community.  

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

I understand your frustration with your HP Color LaserJet Pro MFP M281fdw's glitching touchscreen and offline status. Here are a few ways to try resetting the printer to factory defaults without using the touchscreen:

1. Hard Reset: This method may clear temporary memory and resolve the touchscreen issue. Turn off the printer. While holding down the Cancel button, turn the printer on. Keep holding the Cancel button for 10 seconds, then release it. The printer will initialize and might go through a self-test. Wait for it to return to a ready state.

2. Embedded Web Server (EWS): You can access the printer's settings through a web browser even if the touchscreen isn't working. Connect your computer to the same network as the printer (wired or wireless). On your computer, open a web browser and type the printer's IP address in the address bar. You can find the IP address by printing a network configuration page from the printer menu (if accessible) or using the HP Smart app. Once you access the EWS, navigate to the Administration > Factory Reset menu and follow the prompts to reset the printer.

3. HP Printer Assistant: Download and install the HP Printer Assistant software for your operating system from the HP website. Connect the printer to your computer (wired or wireless) and launch the software. The software should detect the printer and allow you to access its settings, including a factory reset option.

The printer should now be restored to its factory default settings. Keep in mind that this process will erase any custom settings and configurations, including the network settings. After the reset, you'll need to set up the printer as if it were new, including reconnecting it to the internet.

I hope this helps. 

Take care and have a good day.-

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[A_Gayathri]

Hi @BKess2 ,

I hope this message finds you well. I wanted to follow up on the technical issue that we discussed earlier and confirm that it has been successfully resolved.

If you encounter any further issues or have any additional questions, please do not hesitate to reach out to us. We are here to assist you and provide any necessary support.

I will be archiving this case for now; however, you can respond to the same thread to continue the conversation.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Take care and have a great day ahead!

Gaya1239 

HP Support

[BKess2]

Hi there, 

We were not able to fix the touchscreen issue so we ended up buying a refurbished M281cdw printer so we can still use the ink we bought. Thanks!

[A_Gayathri]

HI @BKess2 ,

Thank you for your reply I am Sorry to hear that. If you need further assistance feel free to reach out to us. 

If the information I've provided was helpful, give us some reinforcement by clicking the Accept as Solution and Kudos, Thumbs Up buttons on the public post, that'll help us and others see that we've got the answers!

Have a great day ahead!