MFP E78323 Display stays OFF after sleep mode

[DRichard]

I have this copier with only about 800 prints total. We have it back in the shop and HP tech support is trying to help but so far no luck. Symptom is pretty clear and easily reproduced. Whatever the energy saver settings, after the copier goes into its sleep mode, the display will not come back on in response to any of the common triggers at the machine, (i.e. inserting paper into the doc feeder, raising the doc feeder, touching the display panel, nor pressing the power switch.) Mind you, it is ONLY THE DISPLAY that doesn't come on. Upon these triggers, the scanner does its initial movement and lighting, fans com on and the machine 'sounds' like it is ready for operation. If a print job is sent to it at this time the display comes on and all operation appears normal. Otherwise the copier has to be shut completely down and turned back on inn order for normal operation to proceed. All functions appear to be fine as long as sleep mode is never allowed. This is what has been done so far; firmware updated (4x), HDD reformatted (2x), main board / engine pwb replaced. All of this has been at the guidance of HP support. Any thoughts from you all would be greatly appreciated. Thanks in advance.

[DRichard]

Re: MFP E78323 Display stays OFF after sleep mode

I have this copier with only about 800 prints total. We have it back in the shop and HP tech support is trying to help but so far no luck. Symptom is pretty clear and easily reproduced. Whatever the energy saver settings, after the copier goes into its sleep mode, the display will not come back on in response to any of the common triggers at the machine, (i.e. inserting paper into the doc feeder, raising the doc feeder, touching the display panel, nor pressing the power switch.) Mind you, it is ONLY THE DISPLAY that doesn't come on. Upon these triggers, the scanner does its initial movement and lighting, fans com on and the machine 'sounds' like it is ready for operation. If a print job is sent to it at this time the display comes on and all operation appears normal. Otherwise the copier has to be shut completely down and turned back on inn order for normal operation to proceed. All functions appear to be fine as long as sleep mode is never allowed. This is what has been done so far; firmware updated (4x), HDD reformatted (2x), main board / engine pwb replaced. All of this has been at the guidance of HP support. Any thoughts from you all would be greatly appreciated. Thanks in advance.

You're silence doesn't upset me...I'm just disappointed.

[Drivee]

Re: MFP E78323 Display stays OFF after sleep mode

Set Sleep mode OFF.

[DRichard]

Re: MFP E78323 Display stays OFF after sleep mode

Set Sleep mode OFF.

In order to maintain EnergyStar requirements HP has removed that option from ALL of their latest firmware versions!

[Crowfeather]

Re: MFP E78323 Display stays OFF after sleep mode

I have this copier with only about 800 prints total. We have it back in the shop and HP tech support is trying to help but so far no luck. Symptom is pretty clear and easily reproduced. Whatever the energy saver settings, after the copier goes into its sleep mode, the display will not come back on in response to any of the common triggers at the machine, (i.e. inserting paper into the doc feeder, raising the doc feeder, touching the display panel, nor pressing the power switch.) Mind you, it is ONLY THE DISPLAY that doesn't come on. Upon these triggers, the scanner does its initial movement and lighting, fans com on and the machine 'sounds' like it is ready for operation. If a print job is sent to it at this time the display comes on and all operation appears normal. Otherwise the copier has to be shut completely down and turned back on inn order for normal operation to proceed. All functions appear to be fine as long as sleep mode is never allowed. This is what has been done so far; firmware updated (4x), HDD reformatted (2x), main board / engine pwb replaced. All of this has been at the guidance of HP support. Any thoughts from you all would be greatly appreciated. Thanks in advance.

This problem is related to future smart devices. Its a design fault in the firmware. Don't update to latest firmware that is even more busted. I feel bad for the devs at HP, as this is probably all a consequence of poor coding in relation to implementing design choices to be compliant with their eco certification.

They even literally say that by design on some models you cannot wake a sleeping device through your computer, but have to physically go to the printer and wake it up from the panel. I wonder how many lightbulbs that saved, and how many frustrated customers and tech that caused.

[DRichard]

Re: MFP E78323 Display stays OFF after sleep mode

This problem is related to future smart devices. Its a design fault in the firmware. Don't update to latest firmware that is even more busted. I feel bad for the devs at HP, as this is probably all a consequence of poor coding in relation to implementing design choices to be compliant with their eco certification.

They even literally say that by design on some models you cannot wake a sleeping device through your computer, but have to physically go to the printer and wake it up from the panel. I wonder how many lightbulbs that saved, and how many frustrated customers and tech that caused.

Thanks for the sympathy...We recently found on yet a different copier, the manual literally states that if you have it connected via USB or wireless, IT WILL NOT RESTART AFTER GOING INTO SLEEP MODE...this all the while they have eliminated the option for the user to opt out of setting the sleep mode! HP's new motto appears, on many fronts, to be "HP...Damned if you do. Damned if you don't."

[diedux]

Re: MFP E78323 Display stays OFF after sleep mode

Hi,
Just to be sure, which FutureSmart FW version is currently installed (4.xx or 5.x)? Have you tried older FW, as the latest is not always the greatest?
Not much to advise as you have already done 101% on troubleshooting...

[tsbservice]

Re: MFP E78323 Display stays OFF after sleep mode

I have this copier with only about 800 prints total. We have it back in the shop and HP tech support is trying to help but so far no luck. Symptom is pretty clear and easily reproduced. Whatever the energy saver settings, after the copier goes into its sleep mode, the display will not come back on in response to any of the common triggers at the machine, (i.e. inserting paper into the doc feeder, raising the doc feeder, touching the display panel, nor pressing the power switch.) Mind you, it is ONLY THE DISPLAY that doesn't come on. Upon these triggers, the scanner does its initial movement and lighting, fans com on and the machine 'sounds' like it is ready for operation. If a print job is sent to it at this time the display comes on and all operation appears normal. Otherwise the copier has to be shut completely down and turned back on inn order for normal operation to proceed. All functions appear to be fine as long as sleep mode is never allowed. This is what has been done so far; firmware updated (4x), HDD reformatted (2x), main board / engine pwb replaced. All of this has been at the guidance of HP support. Any thoughts from you all would be greatly appreciated. Thanks in advance.

This certainly can't be 'normal' behavior. It's MFP after all and you need display to operate copy and scan functions. Do you have some kind of display(touch panel) sensitivity adjustments on HPs like on Konicas?

[DRichard]

Re: MFP E78323 Display stays OFF after sleep mode

Hi,
Just to be sure, which FutureSmart FW version is currently installed (4.xx or 5.x)? Have you tried older FW, as the latest is not always the greatest?
Not much to advise as you have already done 101% on troubleshooting...

Presently Using FS 5.4. Since finding out F'ed up HP firmware can be I have been archiving as many versions as I can...I have gone back to FS 5.2 and 5.3. Since changing the engine pwb FS 4.11 will not load (displays a bundle conflict). This being said, None of this has made a difference.

[DRichard]

Re: MFP E78323 Display stays OFF after sleep mode

This certainly can't be 'normal' behavior. It's MFP after all and you need display to operate copy and scan functions. Do you have some kind of display(touch panel) sensitivity adjustments on HPs like on Konicas?

Thanks for the suggestion. There doesn't appear to be any problem whatsoever with the panel. It works flawlessly once active. Touch sensitivity, active fields on screen, etc. are all "perfect".

[DRichard]

Re: MFP E78323 Display stays OFF after sleep mode

I have this copier with only about 800 prints total. We have it back in the shop and HP tech support is trying to help but so far no luck. Symptom is pretty clear and easily reproduced. Whatever the energy saver settings, after the copier goes into its sleep mode, the display will not come back on in response to any of the common triggers at the machine, (i.e. inserting paper into the doc feeder, raising the doc feeder, touching the display panel, nor pressing the power switch.) Mind you, it is ONLY THE DISPLAY that doesn't come on. Upon these triggers, the scanner does its initial movement and lighting, fans com on and the machine 'sounds' like it is ready for operation. If a print job is sent to it at this time the display comes on and all operation appears normal. Otherwise the copier has to be shut completely down and turned back on inn order for normal operation to proceed. All functions appear to be fine as long as sleep mode is never allowed. This is what has been done so far; firmware updated (4x), HDD reformatted (2x), main board / engine pwb replaced. All of this has been at the guidance of HP support. Any thoughts from you all would be greatly appreciated. Thanks in advance.

I have realized I neglected mentioning another symptom that could be pertinent...after reloading/changing firmware, initial reboot never fully completes. Once you restart the copier from the preboot menu (touching "Continue") the screen proceeds through the usual progressions. However, once it gets to the final phase where it just starts counting up, it never stops! (I have let it go for a couple of days.) I finally have to do a hard power off and restart it. It will then come on and everything looks as it did before. I understand this is probably an important symptom but have no idea how.

[Crowfeather]

Re: MFP E78323 Display stays OFF after sleep mode

I have realized I neglected mentioning another symptom that could be pertinent...after reloading/changing firmware, initial reboot never fully completes. Once you restart the copier from the preboot menu (touching "Continue") the screen proceeds through the usual progressions. However, once it gets to the final phase where it just starts counting up, it never stops! (I have let it go for a couple of days.) I finally have to do a hard power off and restart it. It will then come on and everything looks as it did before. I understand this is probably an important symptom but have no idea how.

That is also a firmware related problem that was never fixed. They said 5.2 fixes it, but it doesn't. Restarting is the correct solution, and then it will boot up again. Sometimes, its better to boot without a network connection and then reconnect. Make sure that the time server is set on the device for time sync.

Don't update to 5.3 or 5.4 as that kills the storage device.

Currently, this sleep problem is unsolveable. Later firmware versions were meant to fix it, but it didn't. So, just set all sleep settings to maximum time, to avoid the machine going to sleep. If customer is still not happy, replace with a decent manufacturer. The HP machines should have never been released to market in the state that they are in at present, and its a wonder several years on how, as to why these issues are not resolved. I guess you can just be happy that your customer isn't using the shitty wireless cards that incapable of maintaining a proper connection with 90% of routers out there.