Printer stuck in set up mode

[sue1223]

Printer was switched off for a week.  When switched back on it is stuck in set up mode with 2 dots showing.  I am unable to switch off or on.  I've unplugged and left a while then replugged but still stuck in same place.  Can anyone help?

[Hawks_Eye]

Hi @sue1223 

Welcome to the HP Support Community! We're here to help you get back up and running.

That “two dots stuck in setup mode” on an HP printer usually means the printer’s firmware didn’t complete its initialization — often after being off for a while, or after a failed update or power issue.

Since it’s unresponsive to normal power cycles, you’ll need to try forced resets and firmware recovery.

Here’s what you can try:

1. Perform a Hard Power Reset

Disconnect the power cord from the printer and the wall socket.

Wait at least 60 seconds.

Press and hold the Power button for 15 seconds (if your model has one — this drains residual power).

Plug it directly into a wall outlet (not a power strip).

Switch it on and check if it passes the two-dot screen.

2. Try a Semi-Full Reset (Key Combo Method)

Many HP printers have a hidden key sequence to force a reset:

With the printer on, unplug the power cord.

Press and hold # and 3 (or sometimes Cancel + OK) on the control panel.

While holding, plug the power cord back in.

Keep holding until the printer powers up and the display changes.

Release and follow the prompts.

(Exact combo depends on your model — if you tell me your exact printer model, I can give the right sequence.)

3. USB Firmware Recovery

If the firmware is corrupted:

Download the latest firmware for your exact printer from HP’s support site.

Connect the printer to your PC via USB.

Use the HP Firmware Updater tool to reinstall the firmware.

If the printer is completely unresponsive, you may need HP’s special recovery tool, which only support can provide.

4. If None of the Above Works

The issue is likely a firmware lockup or formatter board failure.

You’ll need HP service or a board replacement.

Let me know your printer model and whether it’s HP+ enrolled—I can tailor the next steps precisely.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[sue1223]

It is not enrolled in hp+, printer is envy 5020.  Thanks

[sue1223]

I have tried all your suggestions but the printer is still stuck with 2 illuminated dots showing in start up mode.  How do I get the tool you mention? Thanks

[Hawks_Eye]

@sue1223 

We sincerely thank you for your patience and co-operation during this troubleshooting process.

If after following these steps you still face issues, consider reaching out to our customer support over the phone for further assistance. 

I'm sending you a private message to guide you on the next steps.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye