Touchscreen unresponsive

[Sadie_7]

The bottom half of the touchscreen is unresponsive, making the printer unusable. I have tried resetting the printer, but there is no change. 

[Echo_Lake]

@Sadie_7

Thank you for posting on HP Support Community.
 

Don't worry as I'll be glad to help, I have a few troubleshooting steps we could try to fix the issue:  

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle.

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Sadie_7]

I followed the directions, but there is no change.

[Echo_Lake]

@Sadie_7

Thank you for posting back. 
 

Let's try resting the printer and then turn the printer off and then on again

1. Press the Power button to turn on the printer.

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

3. Wait 60 seconds.

4. Reconnect the power cord to rear of the printer.

5. Press the Power button to turn on the printer.

6. Try again to use the touchscreen menu.

• If the touchscreen responds, continue to the next step.

• If the touchscreen does not respond, skip to the step in this document to download and install the firmware.

Keep me posted! 

[Sadie_7]

I can’t see how this makes sense, since the touchscreen in question is on my printer, not PC. 

[Echo_Lake]

@Sadie_7

Thank you for posting back. 

And, also get product updates from the printer control panel

1. On the printer control panel, touch the Right Arrow () to display the second navigation screen.

2. Touch Setup ().

3. Touch the Down Arrow () to scroll to and touch Web Services Setup.

4. Touch the Down Arrow () to scroll to and touch Product Updates.

5. Touch Check for Product Updates.

6. Follow the on-screen instructions to update the printer.

7. Try again to use the touchscreen menu.

If the issue persists, printer needs to be serviced. 
Hope this helps! Keep me posted for further assistance.

[Sadie_7]

No, it doesn’t help, as the arrows are on part of the screen which is unresponsive. The only thing I can open is the date selection.

The printer clearly needs serviced. 

[Echo_Lake]

@Sadie_7

Thank you for posting back.

I appreciate your efforts to try and resolve the issue. This sounds like a hardware related issue with the printer.

As we have limited support boundaries in the support community as of now. I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.