printer error occurred 77.02.02

[ARB111]

just unpacked my new HP Envy 6100e Printer and the printer screen is stuck on the below error:-

"printer error occurred 77.02.02 - restart the printer and try again"

I have restarted the printer several times and there are also no paper jams on anything stuck in the printer - I have just taken it out of the box and it does not work 

Can anyone please help?

[Max3Aj]

@ARB111, Welcome to the HP Support Community – it’s great to have you here!

I appreciate you taking the time to share your question. I'm more than happy to assist with this and provide a solution that works for you.

Thanks for reaching out and sorry to hear you're facing this issue right out of the box. The error 77.02.02 typically indicates a critical system error that may occur during initial setup due to firmware corruption, hardware initialization failure, or a miscommunication between components.

Here are the steps you can try to resolve it:

Perform a Full Power Reset

This clears any residual charge and resets internal components.

• With the printer powered on, unplug the power cord from the back of the printer.
• Unplug the power cord from the wall outlet.
• Wait at least 60 seconds.
• Plug the power cord directly into a wall outlet (avoid surge protectors).
• Reconnect the power cord to the printer and turn it on.

Make sure the printer is not connected via USB or Wi-Fi during this step.

Check for Setup Cartridge Issues

Ensure you are using the original HP Setup cartridges that came with the printer. If incompatible or used cartridges are inserted, the printer may fail to initialize.

• Open the cartridge access door.
• Remove and reinsert the cartridges firmly.
• Close the door and restart the printer.

Restore Factory Defaults

If the error persists:

• On the printer control panel, press and hold Cancel + Wireless buttons together for 5 seconds.
• This should trigger a factory reset.
• Wait for the printer to reboot and follow the setup instructions again.

Use HP Smart App’s Diagnose & Fix Tool

If the printer powers on but still shows an error:

• Download the HP Smart app from 123.hp.com.
• Open the app, add your printer, and go to Diagnose & Fix under the printer settings.
• Follow the on-screen instructions to detect and resolve issues.

Use Diagnose & Fix in the HP app to repair common printing issues (Windows, macOS) | HP® Support

I hope your issue is now resolved. If not, feel free to reply and we’ll continue helping until everything’s sorted!

If the post helped, please click “Accepted Solution” to help other users easily find it. And if you’d like to say thanks, just tap the “Yes” button!

Cheers,

Max3Aj

HP Support