Printer stuck on update screen

[laelhu]

My printer went offline a couple days ago during a brief power outage. Ever since then, it’s been stuck on what looks like an update screen with a blue bar. I am not able to turn it off with the power button for some reason, but I’ve tried unplugging it and waiting multiple times, and a couple times unplugging and restarting my router alongside it as well.

My printer shows as offline/unavailable. I am not able to access any of the buttons on the touchscreen because it’s stuck on the update. I tried running diagnostics on it through HP Smart like the website suggested, but my device was not found. I’m really frustrated by the inaccessibility of HP Support and would like a solution, so please let me know if you’ve had the same issue or have any additional suggestions.

[Raj_05]

Hi @laelhu,

Welcome to HP Support Community.

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

It sounds like your printer is stuck in an update loop, which can be frustrating. Here are a few steps you can try to resolve the issue.

• Hard Reset: Sometimes, performing a hard reset can help resolve software glitches. To do this, unplug the power cord from the back of the printer while it is still on. Wait for about a minute, then plug the power cord back in. This should force the printer to restart.
• Disconnect from Power: Since you've already tried unplugging it, try leaving it unplugged for a longer period of time, such as 10-15 minutes. This can sometimes help clear any residual power that might be causing the issue.
• Check for Paper Jams or Obstructions: Occasionally, a paper jam or other physical obstruction can cause the printer to malfunction. Open the printer cover and check for any paper jams or foreign objects that may be obstructing the printer mechanism.
• Update Firmware Manually (if possible): If your printer allows manual firmware updates via USB, you might be able to resolve the issue by updating the firmware manually. Check the HP website for your specific printer model to see if there are instructions for manual firmware updates.

I understand your frustration, and I hope one of these suggestions helps resolve the issue with your printer.

I hope this helps.

Take care and have a good day.

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Alden4

HP Support