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Sarah58
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Frozen screen on HP 5510

HP Photosmart 5510

The screen on my printer freezes when it gets to “Genuine HP ink cartridges installed  OK”

i have disconnected, switched off and on again, re installed ink cartridges, and still unable to touch the screen.

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Frozen screen on HP 5510

@Sarah58

 

Good Day. A warm welcome to the HP community. I reviewed the case relating to the printer screen freezing. I will be delighted to assist you here.

Superb description, brilliant troubleshooting and terrific observations made before posting. Kudos to you for that. 🙂

 

To assist you with accurate information I would require more information regarding this.

  • When did this issue start?
  • Did you do any changes to the printer?

Meanwhile

Perform a power reset

  1. Turn on the printer, if it is not already on.
  2. Wait until the printer is idle and silent before you continue.
  3. With the printer turned on, disconnect the power cord from the rear of the printer.
  4. Wait at least 30 seconds.
  5. Reconnect the power cord to the rear of the printer.
  6. Turn on the printer.

Update the printer firmware

Refer this HP Document to update the printer firmware: https://hp.care/2rwXUxq

 

Let me know how it goes.

Cheers.

Sandytechy20
I am an HP Employee

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Sarah58
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Frozen screen on HP 5510

This did not work as screen remains frozen so cannot follow update instructions
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HP Support Agent
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Frozen screen on HP 5510

@Sarah58

 

Thanks for the reply.

I appreciate your time and effort.

 

Perform semi-full reset on the printer.

 

I am sending you a private message with the steps to reset the printer. Please check the mailbox icon at the top-right corner of this screen.

 

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

Please reply back on the public post as this Private message box is not monitored.

I hope this helps resolve this issue completely,

 

Regards,

Sandytechy20
I am an HP Employee

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Jpuga805
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Message 5 of 20
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Frozen screen on HP 5510

I am also having this problem and cannot move past the “Genuine HP ink cartridges installed OK”!
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HP Support Agent
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Frozen screen on HP 5510

@Jpuga805

 

Welcome to HP Forums, 

This is a great place to get support, find answers and tips, 

Thank you for posting your query, I'll be more than glad to help you out 🙂 

 

follow these steps to reset the printer.

 

Turn the printer on, if it is not already on.

Wait until the printer is idle and silent before you continue.

With the printer turned on, disconnect the power cord from the rear of the printer.

Unplug the power cord from the wall outlet.

Wait at least 60 seconds.

Plug the power cord back into the wall outlet.

   NOTE:

HP recommends connecting the printer power cord directly to the wall outlet.

Reconnect the power cord to the rear of the printer.

Turn on the printer, if it does not automatically turn on.

The printer might go through a warm-up period. The printer lights might flash, and the carriage might move.

Wait until the warm-up period finishes and your printer is idle and silent before you proceed.

 

Let me know how that pans out. 🙂

I hope you have a good day ahead,

And Feel free to ask any other queries as  well,

Considering, this forum has some of the best people in the world available and ready to help. 😉

Barachiel
I am an HP Employee

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Jpuga805
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Message 7 of 20
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Frozen screen on HP 5510

@barachiel

Tried and still stuck on the genuine up screen...
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Frozen screen on HP 5510

@Jpuga805

 

Thank you for your reply.

 

As @Barachiel is out of office at this moment, I'm replying to you.

 

I have read your post comprehensively and see that the semi full reset steps have not been sent. I have sent you a private message with the semi full reset steps.

This reset will restore the printer to its original factory condition.

 

Hope this helps. Good luck! 🙂

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macyR1706
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Frozen screen on HP 5510

I'm having the same problem, could I please also get the instructions to the reset? 

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Frozen screen on HP 5510

 

@macyR1706,

 

Thanks for reaching out to us on HP support Forums! I see that you are having issues with the printer screen freezing. Don't worry we'll work together to help you resolve this issue.

 

To provide you with an accurate solution, I'll need a few more details:

Is the printer screen freezing soon after powering on? 

Are you having issues only while printing? 

Did you try to update the printer firmware?

 

Before we could proceed with the reset instructions. I would suggest you try these steps here: 

Let's start off by updating the printer firmware, you can do this directly from the printer control panel or you can download the printer firmware from our HP support website, using this link.

For more details on how to update the printer firmware, please go through this link: HP Printers - Updating or Upgrading Printer Firmware

Once done, restart the printer.

 

If the issue persists, I would suggest here is to perform a Hard reset on the printer and make sure that the printer is connected directly to the wall outlet and not to the surge protector.

 

With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.

Remove USB cable, if present.

Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.

Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord and then plug back the power cord to the printer.

Turn on the printer and wait till warm-up period finishes and the printer is idle.

 

If the issue persists, I would suggest you perform an advanced reset on the printer. 

I am sending you a private message with the steps to reset the printer. Please check the mailbox icon at the top-right corner of this screen.

 

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

 

I hope this helps resolve this issue completely,

Regards,

Jeet_Singh
I am an HP Employee

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