printer issue

[rcm099]

Since yesterday my HP Officejet Pro 7740 is not responding anymore. Even after switching off the power cable and waiting hours the printer does not respond at the touch screen and even switching off button does not work.

After re-connecting the power cable and pressing switch-on button in parallel the printer is first starting and then the display is getting black again but the three elements on the left are visible (see picture - home, question mark back arrow). Pressing those buttons does nothing. But now I'm able to switch on the printer, printer ist starting but again display does not respond and switching off is not working.

Printer is connected via LAN cable, but no access from the computer. And of course printing is not possible.

Any ideas how to do a hard reset or something similar?

[Sneha_01]

Hi @rcm099,

Welcome to HP Support Community.

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

It sounds like your HP OfficeJet Pro 7740 is experiencing a significant issue with its touchscreen and overall functionality. When the printer is not responding to the touchscreen, and even the power button seems unresponsive, it can be quite frustrating. Here’s a detailed troubleshooting guide to help you resolve this issue:

1. Perform a Hard Reset

A hard reset might help resolve the issue:

Unplug the Printer:

• Disconnect the power cable from the back of the printer.
• Wait for about 60 seconds.

Reconnect and Restart:

• Plug the power cable back into the printer.
• Wait for a few moments, then press the power button to turn it on.

Check Touchscreen:

• Observe if the touchscreen responds after the hard reset.

2. Check Power Supply and Cables

Verify Power Cable:

• Ensure the power cable is securely connected to both the printer and the power outlet.
• Try a different power outlet if possible.

Inspect for Damage:

• Check the power cable and connection for any visible damage. Replace the cable if necessary.

3. Inspect the Touchscreen

Clean the Screen:

• Gently clean the touchscreen with a soft, lint-free cloth to ensure there is no residue interfering with touch sensitivity.

Look for Physical Damage:

• Inspect the touchscreen for any physical damage that could be causing the issue.

4. Check Printer Status and Network

Network Connection:

• Since the printer is connected via LAN, ensure that the Ethernet cable is securely connected and the network is functioning properly.
• Restart your router to refresh the network connection.

Printer Connectivity:

• If possible, check if the printer is visible on the network using another device or computer to ensure it’s connected.

5. Update Firmware (If Accessible)

Access Firmware Update:

• If you can get the printer to respond, check for firmware updates through the printer’s control panel or via HP’s website.

Install Updates:

• Follow instructions to download and install any available firmware updates that could address bugs or performance issues.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support

[rcm099]

tried everything. not worked

[Sneha_01]

Hi @rcm099

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Hope this helps! Keep me posted for further assistance.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support