No screen but power lamp is green!

[Scarbstwo]

Hi,

Tried searching internet for solution... no luck.

The printer receives power. Power lamp is green when plugged in and without any user action. When pressed it is orange. Display screen flashes momentarily but nothing is displayed. There is a feint glow from the screen when the printer is receiving power.

Unable to connect to computer as it isn't recognised.

What are the suggestions - it's only 18 months old?

[Mans]

@Scarbstwo 

Hello,

NOTE: Before you try the following solution, disconnect the USB cable and Ethernet cable from the back of the printer. Make sure that there are no memory cards or thumb drives in the printer.

In order to palliate this incident, please perform a reset of the printer's power supply.

1. Turn on the printer.
2. Before continuing, wait until the printer is idle and silent.
3. Disconnect the USB cable from the back of the printer. If your printer has a network or wireless connection, leave it connected.
4. With the printer turned on, unplug the power cord from the back of the printer and from the wall outlet.
5. Wait at least 60 seconds.
6. Plug the power cord into the outlet.

   NOTE:  HP then recommends reconnecting the printer's power cord directly into a wall outlet.

7. Reconnect the power cord to the back of the printer.
8. Turn on the printer, if it does not automatically make it.
   It is possible that the printer goes through a warm-up cycle. It is also possible that the printer lights blink and the carriage moves.
9. Wait until the preheat cycle and until the printer is idle and silent before continuing.
10. Print a calibration page, if prompted.
11. If you disconnected the USB cable, reconnect it to the back of the product.
12. Try to print.

Don't hesitate to contact us in case of need.

Best regards,

[Scarbstwo]

no noises at all from printer. Screen momentarily flashes.

power light remains green unless pressed.

[Mans]

@Scarbstwo 

Thanks for your return,

Do you have access to the Restore Factory Defaults option from the control panel?
To solve this issue, you must restore the factory settings of the printer.

Proceed as follows to restore the printer's factory settings:

WARNING: Restoring Defaults resets all network and product settings to their default values and also deletes the fax header name, phone number and any faxes stored in the product's memory. This procedure also deletes the fax directory and any pages that are stored in memory. The procedure then automatically restarts the product.

1. Open the control panel dashboard (drag the top dashboard tab down from any screen, or tap the dashboard area on the home screen).
2. On the control panel, touch Setup icon ().
3. Touch Printer Maintenance, then Restore.
4. Touch Restore Factory Defaults and touch Continue.
   The product restarts automatically.

Please update the printer's firmware: https://ftp.hp.com/pub/softlib/software13/printers/pwp_400-500/PW377DW_2142A.exe.
Refer to HP PageWide 300, 400, 500 series - Update the printer firmware.

Don't hesitate to contact us in case of need.

Best regards,

[Scarbstwo]

Screen momentarily flashes, but other than that displays nothing so cannot access any menu functions.

[Mans]

@Scarbstwo 

Thanks for your return,

You will need to follow the instructions below to solve this issue:

1. On the front panel of the printer, click four times on the location of the back arrow (the arrow being inactive).
2. A hidden menu will appear, click Support menu.
3. Scroll down to Reset Menu, and validate with OK.
4. Scroll down to Semi-Full reset, and validate with OK.
5. The printer will shut down, please restart it.
6. Please reconfigure the printer.

I remain at your disposal in case of need.

Best regards,

[Scarbstwo]

How do I know where and how far to scroll if there is no display?

[Mans]

@Scarbstwo 

Hello and thanks for your return,

Unfortunately, this confirms a hardware problem with the printer.
I am very sorry for this bad experience.

I don't know if you already know this but you can Contact HP and ask for a solution to your problem.

Don't hesitate to contact us in case of need.

Best regards,

[Scarbstwo]

Thanks for your continued responses.

I stated the issue right at the outset. Hoping somebody can direct me. HP support only offer support once payment made. I’m happy to get stuck into the machine myself.

[Scarbstwo]

Trying to diagnose if the issue is a power supply one or not. I note the screen initially flashes when started. This seems to also happen on working units (from the videos I have watched).

Might there be a way to test power and/or flash the software?

Here's what I see under the unit.