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HP Officejet 7500A Printers - The Touchscreen Does Not Respond

This document is for HP Officejet 7500A Wide Format (E910a,c) e-All-in-One printers.
The touchscreen does not respond when you try to use the printer.
Important: You must follow these solutions in the order presented to resolve the issue.
Solution One: Remove any stickers or protective film
Some printers ship with protective film or colored promotional stickers on the control panel display.
  1. Remove any protective film or promotional stickers.
  2. Try again to use the touchscreen menu.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution two: Adjust the viewing angle
  1. Look directly at the control panel display. Do not view it from the side, the top, or the bottom.
  2. If your control panel display is adjustable, raise or lower it to adjust the viewing angle.
  3. Try again to use the touchscreen menu.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
  1. Press the Power button to turn off the printer.
  2. Wait 60 seconds.
  3. Press the Power button to turn on the printer.
  4. Try again to use the touchscreen menu.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution four: Connect the printer directly to a wall outlet
Make sure that the printer is properly connected to a suitable power source.
  1. Unplug the power cord from any power strips or surge protectors.
  2. Plug the power cord directly into a grounded electrical outlet.
  3. Try again to use the touchscreen menu.
    If the touchscreen responds when connected directly to the electrical outlet, do not reconnect the power cord to the power strip or surge protector.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution five: Reset the printer
  1. Press the Power button to turn on the printer.
  2. With the power on, disconnect the power cord from the rear of the printer.
  3. Wait 60 seconds.
  4. Reconnect the power cord to rear of the printer.
  5. Press the Power button to turn on the printer.
  6. Try again to use the touchscreen menu.
  • If the touchscreen responds, continue to the next solution.
  • If the touchscreen does not respond, skip to the solution in this document to download and install the firmware.
Solution six: Get printer updates from the control panel
The HP printer must connect to a wired (Ethernet) or wireless network with an active Internet connection to receive updates. However, the printer does not need to be connected to a computer.
  1. On the printer control panel, touch the right arrow to display the second navigation screen.
  2. Touch Setup .
  3. Touch the down arrow to scroll to and touch Web Services Setup.
  4. Touch the down arrow to scroll to and touch Product Updates.
  5. Touch Check for Product Updates.
  6. Follow the on-screen instructions to update the printer.
  7. Try again to use the touchscreen menu.
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Solution seven: Update the firmware
Make sure the latest firmware update is installed on the printer.
  note:
You can also check for and install firmware updates from the printer Embedded Web Server (EWS).
  • If these steps resolved the issue, you do not need to continue troubleshooting.
  • If the issue persists, continue to the next solution.
Service or replace your HP product if you completed all preceding steps.
To see if your product is still under warranty, go to the warranty check website http://www.support.hp.com/checkwarranty. Contact HP Support to schedule a repair or replacement. If you are in Asia Pacific, Contact HP Support to find a local service center in your area.
Repair fees might apply for out-of-warranty products.

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