Printer will not print, refuses to finish an alignment, won't update firmware, and won't allow reset

[mia_allen]

I am at a loss - and no, unfortunately unplugging it and plugging it back in does not help. Nor does removing ink cartridges and putting them back in. 

My printer will not print. When I restart it, it tries to perform a cartridge alignment, but stops halfway through every time and displays a "cannot print until issue is resolved" error message and "alignment incomplete." I continue to see the attached message below (see picture) in the HP Smart App, but I am using brand new HP cartridges and have never signed up for an HP Instant Ink subscription, so there should be no payment information involved whatsoever. The printer is needing to download the newest firmware update, but it will not let me check for updates in the EWS and it fails every time I try to sync the firmware download from the HP website. My printer shows up in the HP Smart App, but when I log into my HP account online, the printer is not listed. "0 printers." It says that there is no way to add a printer unless I perform a total factory reset - but it will not allow me to do this and gives me Error Code OXB8077DF6. I even discovered the "secret" support menu and did a partial reset. No success. Every report I am able to print says that its connection to the internet is strong and active, and the cartridges all seem to be working fine. The only thing that does work is the scanner. Sends scans to the HP Smart App with no problems at all. Is there any solution? I appreciate any and all help.

[Sneha_01]

Hi @mia_allen 

Welcome to HP Support Community.

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

It sounds like your HP printer is experiencing several issues, including a stalled alignment, failure to update firmware, and problems with the factory reset process. Based on the symptoms you’ve described, it seems like your printer might be dealing with a deeper software or firmware issue, possibly related to its internal settings or network connection. Here are some troubleshooting steps that you can try to fix the situation:

1. Check Printer for Paper Jams or Obstructions

• Although you mentioned it’s not printing, sometimes even small paper jams or dust/debris in the paper path can cause alignment and printing errors.
• Open the printer and carefully inspect the paper path, the paper tray, and the area around the cartridges for any small bits of paper or dust that could be obstructing the alignment process.

2. Perform a Full Hard Reset (Factory Reset)

• Since the factory reset via the settings menu didn’t work due to the error code, try this process:
• Turn off the printer.
• Unplug the printer from the power source and wait for at least 30 seconds.
• Plug it back in, and hold the power button for 10-15 seconds after turning it on to force a complete reset of the printer's internal system.
• This can sometimes resolve issues preventing you from performing a factory reset via the menu.

3. Update Firmware via USB (Manual Firmware Update)

If the printer fails to update firmware via the HP Smart App or the EWS, you can try updating the firmware manually:

• Go to the HP Support website and search for your printer model.
• Find the Firmware section, and download the latest firmware for your printer.
• Follow the instructions to manually install the firmware via a USB flash drive if supported.
• This can bypass network-related issues if your printer is unable to sync the update online.

4. Try Reconnecting Printer to Wi-Fi

• Since the printer is connected to the network but failing to sync with your HP account, there may be an issue with the Wi-Fi connection or how the printer is interacting with HP’s servers.
• Forget the Wi-Fi network from the printer’s settings and reconnect by entering the correct Wi-Fi credentials manually.
• Ensure that the printer is on a stable network, as interruptions can cause issues with firmware downloads and synchronization with your HP account.

5. Clear the Printer's Print Queue

• Sometimes the print queue can become stuck or corrupted, which might be causing printing issues.
• On your computer, go to Control Panel > Devices and Printers (or Printers & Scanners in Windows 10/11), right-click your printer, and select See what’s printing.
• Cancel all jobs in the queue and try printing again.

6. Reset the Printer Using HP Smart App (Alternative Method)

Since you mentioned the printer isn’t showing up properly on the online HP account, but it is visible in the HP Smart App, try resetting the printer via the app:

• Open the HP Smart App on your phone or computer.
• Select your printer and look for Printer Settings or Manage Printer options.
• Look for a Reset or Restore Defaults option within the app that could reset the printer to factory settings.
• If the app doesn’t show this option, try removing the printer from the app and then re-adding it. This might allow you to reconnect the printer to your HP account.

7. Check for Firmware and Software Conflicts

• It's possible that there’s a conflict between the firmware on the printer and the software version of the HP Smart App or EWS (Embedded Web Server). Make sure both your printer firmware and HP Smart App are running the latest versions.
• If you can access the HP Smart App, go to the settings and check for any updates for the app itself.

I hope this helps.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[mia_allen]