officejet 6500a plus touch screen bottom right 'OK' not working

[Jowelboy]

The OK button (or DONE or whatever happens to be in the bottom right hand corner of the screen) is not responding.
I have a message on the screen and I cannot click OK and continue printing, so I appear to be left with a disabled, perfectly functioning printer, that I can't use.

Things I've tried:
Switching it off and on.

Pressing around the OK button.

With the flat of my finger, tip of my finger, match stick.

The rest of the screen works fine including the surrounding icons like home, back etc.

Its just the space in the bottom right where the OK is...

Please help

[Drakster]

Hi @Jowelboy,

Thanks for showing interest in the HP Support Forums!

I see that you're experiencing problems with the display screen on your HP Officejet 6500A Plus e-All-in-One Printer. I will certainly do my best to help you and please remember to return to this thread and mark 'Accept as Solution', if I have successfully helped you resolve the issue. If you wish to say 'thanks' for my effort to help, click the 'thumbs up' to give me a Kudos.

It sounds like there could be a dead spot on the screen or there is a firmware problem.

I would do a hard reset to see if that will resolve the issue.

• Leave the printer on and unplug the power cable from the printer and wall outlet for 60 seconds.
• Then reconnect the power cable to the printer and wall outlet rather than a surge protector. This ensures the printer is receiving full power and may help this situation.
• Make sure the printer is connected directly to a wall outlet (don't use a power bar or a surge protector).
• Try tapping the screen.

If the problems persist and you have access to a computer running Windows 8.1 or earlier update the printers firmware.

• Click here to locate the firmware update.

If you're still unable to tap the bottom right of the display screen, I recommend that we perform the Semi-Full Reset. I can send you that information in a private message. In the forum beside your handle name just click on the envelope to view it.

If you completed all the preceding steps and your product still has an issue, service the product.
 

Contacting HP for service in all countries/regions except Asia Pacific.
First, go to Check your product warranty to check your printer warranty status, and then go to Contact HP Support to find an authorized service dealer or to schedule a repair.
Check Warranty Status: http://h20564.www2.hp.com/hpsc/wc/public/home 
Repair fees might apply for out-of-warranty printers.
What you can do, is use the following link to create yourself a case number, then call and it may help speed up the call process: 
Step 1. Open link: http://support.hp.com/us-en/contact-hp
Step 2. Enter Product number or select to auto detect 
Step 3. Scroll down to "Still need help? Complete the form to select your contact options" 
Step 4. Scroll down and click on HP contact options - click on Get phone number 
Case number and phone number appear.

Hope this answers your question. Please respond to this post with the results. Thank you for posting!

[Jowelboy]

Hey Drakster,

Thanks for replying.  Here's the funny thing - the message that comes up when you switch on the printer is "non-HP ink cartridges installed" with an OK button.  That's the OK button (bottom right) I can't press.

So your solution about resetting the device - I just can't start the process because I can't get passed this message.  Ironic, dont you think? 

In order to reset the printer and *hope* it fixes the problem means I have to spend almost £50 on a set of genuine HP inks just so the printer doesn't give me this blindingly obvious message (I installed the inks, so I DO KNOW they are compatibles which makes this message completely redundant).

I'm sure this is the moment in true corporate style where you give me links on why originals are awesome and you should use them.  Then, no doubt, there's another link to your T&Cs which states that if I don't use original inks HP can happily wash their hands of me and walk away.

However, I want to remind you that this is a perfectly functioning machine, aside from a faulty screen.  Which may OR MAY NOT be fixed by spending £50.  The same £50 that will buy me a brand new replacement printer...  not a HP , obviously, because Im concerned about the touchscreen failing in the future.

So i'm in this stupid situation.  What can you do to help me?  I mean genuinely help me...  One techie to another

[Drakster]

Thanks for getting back to me @Jowelboy,

It is very uncommon for the whole display screen to stop responding. I think the printer is stuck in an error state or you have defective ink cartridges.

Please follow these steps:

1. Leave the printer on and unplug the power cable from the printer and wall outlet for 60 seconds.
2. Then reconnect the power cable to the printer and wall outlet rather than a surge protector. This ensures the printer is receiving full power and may help this situation.
3. Make sure the printer is connected directly to a wall outlet (don't use a power bar or a surge protector). 
4. Once the printer boots back up (when you see the HP logo, try the Semi-Full Reset again.

The "OK" button is on the right-hand side, so you should be able to perform the reset seeing as you tap the bottom-left side.

If the issue persists, please contact HP.

I hope this helps! Please respond to this post with the results. 🙂

[Drakster]

Hi @Jowelboy,

Thanks for the video. 

There is likely a firmware issue with the printer.

Were you able to update the firmware? 

Try performing the hard reset again, and once you see the HP logo, try initiating the update the firmware update.

Here's an example of where the bottom-left (return arrow) is. 

NOTE: The return arrow does not need to be lit-up to be able to perform the reset.

 

If the issue persists, there is a hardware issue.

Thank you. 

[Jowelboy]

Hi Drakster

I pressed the BL button (let me DOUBLE CONFIRM - you are refering to the back button that looks like a bent arrow in the bottom left just off the screen??) from the moment I saw the HP logo until the message came up.

Nothing happened.

You asked if I updated the firmware.  From the link you sent me all I can see is the driver software, ePrint, scan doctor and android software.  I don't see any firmware software at all.

HELP!

[Drakster]

Thanks for the reply @Jowelboy.

Oh sorry, I forgot to mention that you need to have access to a computer running Windows 8.1 or earlier.to update the firmware. 

Yes, the BL button is the "bent arrow" (return arrow in the black area). 

NOTE: You want to try the Semi-Full Reset combination and update the firmware before the printer enters the error state. You may need to try many times. 

Please let me know how that turns out. 🙂

[Jowelboy]

Hi Drakster,

To clarify, I could not find any firmware to download.  I only found software.  Am I missing something?

Please guide me to the firmware download and how to perform the firmware update (I am on Windows 10, either network or usb to the printer).

Thanks

[Drakster]

HI @Jowelboy,

Do you have another computer that is not running Windows 10? The firmware update is not compatible with Windows 10, therefore you will not see it in the list.

You would need to change the operating system to 8.1 or earlier and hit Update to see it.

Thank you. Good luck!

[Jowelboy]

OOohhhh...  hhmmm..
How about linux?  or windows 7?