HP Officejet Pro 8500 Printers - The Touchscreen Does Not Respond

This document is for HP Officejet Pro 8500 (A909g,h,n) and Officejet Pro 8500A (A910a,d,g,k,n) All-in-One printers.

The touchscreen does not respond when you try to use the printer.

note:
Make sure that the USB and Ethernet cables are removed from the rear of the printer, and that there are no memory cards inserted into the printer.

Step 1: Turn the printer off and then on again

Press the Power button to turn off the printer.
Wait 60 seconds.
Press the Power button to turn on the printer.
Try again to use the touchscreen menu.

If these steps resolved the issue, there is no need to continue troubleshooting.
If the issue persists, see the next step.

Step 2: Connect the printer directly to a wall outlet

Follow these steps to make sure that the printer is properly connected to a suitable power source.

Unplug the power cord from any power strips or surge protectors.
Plug the power cord directly into a grounded electrical outlet.
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, there is no need to continue troubleshooting.
If the issue persists, see the next step.

Step 3: Reset the printer

Press the Power button to turn on the printer.
With the power on, disconnect the power cord from the rear of the printer.
Wait 60 seconds.
Reconnect the power cord to rear of the printer.
Press the Power button to turn on the printer.
Try again to use the touchscreen menu.

If the touchscreen responds, continue to the next step.
If the touchscreen does not respond, skip to the step in this document to download and install the firmware.

Step 4: Get product updates from the printer control panel

On the printer control panel, touch the Right Arrow () to display the second navigation screen.
Touch Setup ().
Touch the Down Arrow () to scroll to and touch Web Services Setup.
Touch the Down Arrow () to scroll to and touch Product Updates.
Touch Check for Product Updates.
Follow the on-screen instructions to update the printer.
Try again to use the touchscreen menu.

If these steps resolved the issue, there is no need to continue troubleshooting.
If the issue persists, see the next step.

Step 5: Update the firmware

Make sure the latest printer firmware update is installed on the printer.

note:
The HP printer must connect to a wired (Ethernet) or wireless network with an active Internet connection to receive updates. The printer must also be connected to a computer.

Video: How to update the firmware

The following video demonstrates how to update the firmware for your printer.

note:
This video shows the HP Officejet Pro All-in-One 8500 printer, but the steps are the same for your printer.

If you have trouble viewing the video or to view the video in a different size, click here to play the video on YouTube.

Update the firmware

Go to HP Customer Support to download and install the most current printer firmware.

Windows

Update the printer firmware for printers connected to a computer with Windows.

Make sure the printer is on and connected to the computer through your local network or USB cable.
Go to HP Customer Support - Software and Driver Downloads.
If a Let's identify your product to get started page displays, click Printer.
Type your printer model number, and then click Submit.

The software results page for your printer displays with the default operating system selected.
If you need to change the version of Windows, click Change, select your version, and then click Change.
Click Firmware, and then click Download.

If a Firmware section is not listed, an update is not currently available for your printer.
Save the file to your computer.
Locate and then open the file to start the installation process.
When the HP Printer Update window opens, see if the printer serial number displays or a prompt for printer model displays.
- If the serial number displays, select the checkbox next to it, and then click Update.
- If the serial number displays but the status is 'not applicable' (grayed out), you do not need the firmware update. Click Cancel.
- If the serial number does not display and your printer uses a network connection, connect a USB cable to the printer and computer. Wait 20 seconds, and then click Refresh. When the serial number displays, select the checkbox next to it, and then click Update.
- If you are prompted to select the printer model to update the firmware, select your printer model, and then click Send Firmware.
When the update completes, click OK.
If you connected a USB cable to update your network printer, remove the USB driver installed by Windows.
1. Search Windows for control panel, and then click Control Panel in the results.
2. Click View Devices and printers.
3. Right-click the USB printer device that matches your printer model, and then select Remove Device.
4. Disconnect the USB cable from the printer and the computer, and then restart the computer.

Mac

Update the printer firmware for printers connected to a Mac.

Make sure the printer is on and connected to the computer through your local network or USB cable.
Go to HP Customer Support - Software and Driver Downloads.
If a Let's identify your product to get started page displays, click Printer.
Type your printer model number, and then click Submit.

The software results page for your printer displays with the default operating system selected.
If you need to change the version of macOS or OS X, click Change, select your version, and then click Change.
Click Firmware, and then click Download.

If a Firmware section is not listed, an update is not currently available for your printer.
When the download is complete, open the [Printer_name].dmg file.
Double-click HP Firmware Updater.
Click the name of your printer, and then click Continue.
The updater checks the firmware version installed on the printer, and then displays the results in the Update Information window.
- If Device is ready to be reflashed displays, click Continue to update the firmware.
  
  When the update completes, click Done.
- If This Firmware Updater does not contain upgrades for your device displays, the printer firmware is already updated to the most recent version. Click Cancel to exit the updater.

note:
You can also check for and install firmware updates from the printer Embedded Web Server (EWS).

If these steps resolved the issue, there is no need to continue troubleshooting.
If the issue persists, see the next step.

Step 6: Service the printer

Service or replace your HP product if the issue persists after completing all the preceding steps.

Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.

To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.