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Note: From May 1, 2024, the HP Scan and Capture app will no longer be available (retired) in the Microsoft Store and HP will not release any further app updates. Alternatively, you can download HP Smart from the Microsoft Store. For more information on how to set up your printer using the HP Smart app, go to HP printer setup (HP Smart app).
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‎06-16-2021 07:24 AM - edited ‎06-21-2021 01:49 AM

HP Recommended
Product: MFP 476 Dw

If I want to copy on this MFP, the touchscreen doesn't respond on touching it. Only the center part of it does not respond. If I touch the ? (question mark) the help items are displayed, but selecting them isn't possible. When I touch the home icon on the left the printer responds okay.

If I use the print or scan program on my PC everything works fine.

 

I tried until now:

  • Updated to newest firmware.
  • Took the system a minute from the wall outlet and restarted the printer.

Anybody an idea what might happen or how to solve this?

 

Category:
1 ACCEPTED SOLUTION

Accepted Solutions

‎06-21-2021 08:16 AM

HP Recommended

Unless there is a loose cable, unlikely if you have been using the printer for a while, then likely the touch portion of the screen has failed and you will need to replace the display. Check the HP Parts Store, usually these items can be ordered.

If you find the information provided useful or solves your problems, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.



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9 REPLIES 9

‎06-16-2021 08:27 AM

HP Recommended

Try a completely different outlet and a different power cord if you have it.

If you find the information provided useful or solves your problems, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.



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‎06-21-2021 01:47 AM - edited ‎06-21-2021 01:48 AM

HP Recommended

I did. New cable, other oulet from another outlet group. Problem remains.

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‎06-21-2021 08:16 AM

HP Recommended

Unless there is a loose cable, unlikely if you have been using the printer for a while, then likely the touch portion of the screen has failed and you will need to replace the display. Check the HP Parts Store, usually these items can be ordered.

If you find the information provided useful or solves your problems, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.



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‎06-21-2021 08:21 AM

HP Recommended

Thank you for your reply. However, only the center part of the touch display doesnm't react on fingers.  When icons are touched  in the 'bezels' the system reacts. Somehow it looks more a software problem then hardware.

NB. The specific touch screens are hard to find. I haven't found any until now.

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‎06-21-2021 10:03 AM

HP Recommended

Have you tried a factory reset? This will be different than just unplugging and if that does not resolve the problem then you likely have a hardware issue or a bad power outlet which can cause random issues with the touch screen.

If you find the information provided useful or solves your problems, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.



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‎06-21-2021 12:26 PM

HP Recommended

Thank you again.

I have searched for this option but the only option given is via the menu that doesn't respond. Do you know another way? Thanks in advance.

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‎06-22-2021 03:17 AM

HP Recommended

Hi repairatrooper,

 

Thank you for your help until now. I managed to perform a factory reset bij restarting and pressing left below in the screen.

However, it starts initializing, asking me what language to use. Guess, I can't select any because the control panel does not react.

I found a replacement part and watching the photo of it,  it seems that it's connected via 2 cables. This might be an explanation why the touch buttons in the 'bezel' do react and the touch buttuns in the center don't.

Perhaps I should disassemble it, check the cables and when nescessary eventualy replace the control panel.

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‎06-23-2021 08:03 AM

HP Recommended

Thank You,,

 

The solution should definitely be replacing the control panel itself. After disassembling, checking all cables, also internally, this looks as the most probable solution. I'll order one, test it and let you know if this solves the case.

 

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‎07-03-2021 05:13 AM

HP Recommended

Hi Repairatrooper,

After searching the web i found a supplier for the control panel. Today I received it and I replaced the old panel. (20 minutes of work) So, your advice to replace it did the job. Thank you again and have a good day.

1 person found this reply helpful
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