HP Envy 5020 freezes on start up

[Infrequentuser]

Hello!

I also seem to have a similiar problem to the OP.

The printer does not sort of boot up to the home screen.

It did display a fault code mentioning something about kernel but I just turned the printer off and on again!

The printer is not recognised via a usb cable, so cannot use the HP firware upgrade software.

If you are willing to share the same info, I would be obliged.

[Jay_G24]

Hi @Infrequentuser,

I'd like to help!

I understand that the printer freezes up at your start screen.

Try the below suggestions -

Reset the product

With the printer turned on, disconnect the power cord from the rear of the printer.

Unplug the power cord from the wall outlet.

Wait at least 60 seconds.

Plug the power cord back into the wall outlet.

Reconnect the power cord to the printer.

Turn the printer on. HP recommends plugging the printer directly into a wall outlet.

 Also, try updating the printer's firmware -HP Printers - Updating or Upgrading Printer Firmware  

If the issue persists, I'd suggest you contact HP in your region regarding the service options for your printer

Hope this helps! Keep me posted. 

And, Welcome to the HP Support Community. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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[Infrequentuser]

Thanks for the reply.

Unfortunately NO amount of unplugging and replugging will bring the printer back to life. If only it was that easy. Not sure whether you are an actual person, but if you had actually read the post, you would realise that most of us with problems have already tried this over and over in the vain hope that the printer would be resurrected.

My own printer has done150 copies over the three years I have owned it. I had to count back through my Instant Ink history to determine that. So it has not been worked to death and died through being worn out.

I believe either it was an automated firmware upgrade that failed or the logic board/mainboard has failed. I cannot prove the first one, although suspicously it died almost three years to the date it was switched one. Perhaps thats another conspiracy theory though, that HP bricks older printers they do not make money from through instant Ink!

As the printer is out of warranty, I purchased a functioning 5010 to troubleshoot by substitution of parts. First I tried the touchscreen - nope! Then I fully dismantled it and tried the power supply - nope!

Then I bit the bullet and changed the logic board - bingo!  So it is something to do with the logic board, either a component failure or a software issue.

Now I have made a sort of HP5015 or Frankenprinter!  As it now identifies as the donor 5010 and not my own 5020, I cannot use my Instant Ink account or indeed the ink cartridges as these are protected to the original 5020. So unless there is a way of somehow flashing the current board with the ID of my previous printer, I will have to purchase new ink cartridges.

Too be honest, to have a consumer product fail after such little use is, as we say in the UK, pretty piss poor! If nothing else I have prevented two printer from ending up as landfill. Hardly environmentally friendly is it.

Is there actually a  dependable and robust HP printer model that can survive being abused by printing a few copies a week for a period of a few years. If so let me know!