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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

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

Step 3: 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 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

  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, 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.
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.

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