Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
Customer Reply
*****
Nice to meet you, *****!
Customer Reply
My hp Officejet Pro X476dwMFP printer just quit suddenly (actually didn't start printing a job). After trying everything I could think of, I shut if off using the start button. After waiting a while, I pressed the start button, and instead of getting a green light in the button, I get a red light. What's my problem.
So in other words, the printer is not turning on?
Customer Reply
That is correct.
Thank you
Let's use the Diagnostic tool, here is a link for it:
https://ftp.hp.com/pub/printers/hppsdr/HPPSdr.exe
Please download and install it
Let's use the Diagnostic tool, here is a link for it:
https://ftp.hp.com/pub/printers/hppsdr/HPPSdr.exe
Please download and install it
Customer Reply
How do I do that.
1. Click on the link https://ftp.hp.com/pub/printers/hppsdr/HPPSdr.exe
2. The download should start after that
3. Open the downloaded file to install it
2. The download should start after that
3. Open the downloaded file to install it
Customer Reply
It is loading.
Good, after that you should see a file at the bottom of your screen in a browser, just click on it
Customer Reply
Got a message that it cannot download the file.
Any explanation in that message why?
Customer Reply
Message says"Cannot delete the output file"
Maybe you have the "HP Smart app" installed?
Customer Reply
Don't know about that. What's my next step?
Let's install it from Microsoft Store
Please open this link: https://apps.microsoft.com/store/detail/hp-smart/9WZDNCRFHWLH?hl=en-us&gl=us
Please open this link: https://apps.microsoft.com/store/detail/hp-smart/9WZDNCRFHWLH?hl=en-us&gl=us
Customer Reply
Opened it. What's next.
Click blue button saying "Get in Store app"
Customer Reply
OK
Let me know how everything is going.
Customer Reply
God a drop down that said "Open store app", nothing is happening yet
After clicking on it you can see an "Open Microsoft Store" pop-up, click "Open Microsoft Store"
Customer Reply
says it can't communicate with my printer, probably because it won't start up.
Got it, let's fully reset your printer
Customer Reply
OK
Tell me, is a control screen on a device functioning or it has no image at all?
Customer Reply
Nothing at all. It won't start.
Got it, let's fully reconnect the power cable from a device and outlet
Customer Reply
Done
You woke it up.
You woke it up.
It is loading now?
Customer Reply
How does unplugging the power cable do that?
It performs a device restart
The device has software on it and it sometimes can "freeze up"
The device has software on it and it sometimes can "freeze up"
Customer Reply
The freeze up has never happened before. You saved the day. It was recently refilled and the color cartridges at a cost of $400-500. The freeze up
I really appreciate your help.
I really appreciate your help.
I am so pleased to see your issue got resolved!
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