Touchscreen stopped working

[Kaibi]

Hello,

the touchscreen and the buttons surrounding the touchscreen suddenly stopped working.

The image is perfectly visible but the screen and the lit buttons just won't register my inputs.

I already tried updating the firmware, a factory reset and did a full restart including removing the power for a day, as suggested in some other threads on this forum.

Are there any other things i could try, like the "full reset and re-initialize" mentioned in other posts?

[Raj_05]

Hi @Kaibi,

Welcome to HP Support Community.

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

It sounds like you've already tried several troubleshooting steps to resolve the issue with your HP Officejet Pro 6970 touchscreen and buttons not responding. Since those steps haven't worked, you may indeed need to try a "full reset and re-initialize" as mentioned in other posts.

Here's how you can perform a full reset and re-initialize on your HP OfficeJet Pro 6970.

1. Turn off the printer and unplug it from the power source.
2. Wait for about 1-2 minutes to allow any residual power to dissipate.
3. Plug the printer back into the power source.
4. Press and hold the power button for at least 15 seconds. This should drain any remaining power and reset the printer.
5. Release the power button.
6. Turn on the printer and check if the touchscreen and buttons are responsive again.

If the touchscreen and buttons are still not working after performing the full reset, it's possible that there may be a hardware issue with the printer. 

Additionally, ensure that the printer's firmware is fully up to date. Sometimes, firmware updates can address issues with touchscreen and button responsiveness.

I hope this helps.

Take care and have a good day.

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!

Alden4

HP Support 

[Kaibi]

Hi,

thanks for the additional suggestions but sadly neither did resolve the issue.

I tried resetting the printer twice an held the power-button even longer than 15 seconds, but it did not seem to really reset the printer.

When first plugging the printer into the wall and then pressing and holding the power button, the printer showed a loading splash screen wich would not end until pressing the power button again.

When first pressing and holding the power button and then plugging the printer into the wall, the power button lit up much later and the touchscreen remained black. Only the home, help and back button lit up.

[Raj_05]

Hi @Kaibi,

Thank you for your response, 

This needs one-on-one interaction hence I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Alden4

HP Support