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TP700 Comfort completely inaccessible and stuck on boot screen. How to reset?

Created by: Pyrus at: 5/7/2021 6:41 PM (15 Replies)

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5/7/2021 6:41 PM	Rate (0)
Pyrus Advanced Member Joined: 10/8/2015 Last visit: 8/18/2025 Posts: 62 Rating: (3)	Hello all! I hope you are all well! As the title stated, I have a problem with a completely inaccessible TP700 Comfort panel that for some reason keeps getting completely stuck at the boot screen, where it states "Simatic HMI". Of course, before even asking, I scoured the forum for quite a bit to try and find a viable solution that I can at least test out before writing here and unfortunately, nothing has worked out (unless there is something I did incorrectly, of course). Here is what I've tried thus far: -I got the .fwf file from the TIA Portal v15.1. -I have set the PG/PC interface to <Ethernet name>.TCPIP.1 (as well as attempted with .ISO) -Made sure that I have the exact same MAC Address written in ProSave. -Made sure that I have selected "Ethernet" as communication and have "TP700 Comfort" selected accordingly -Then I pressed "Update OS", and it asked me to boot the HMI. THIS is when I actually booted my HMI, and not before (although I have tried with both having it already booted as well as not booted up), but to no avail. It kept asking me to boot the HMI in question. Please note that I do NOT have access to the original project file, and that the program will be recovered via a .psb file after the factory reset (should it be successful). And of course, the reason for the post is that I simply have no means of communication with the HMI itself. Maybe the USB ports are working, but anything else (Profibus, Ethernet, etc.) are a no go. I have also made an MPI/Profibus communication as well (all the while minding the PG/PC interface), but again to no avail. All of that said, what struck my curiosity was this particular forum post from 2015, with someone having a similar problem with it but managing to resolve it: https://support.industry.siemens.com/tf/WW/en/posts/factory-reset-tp700-comfort-without-tia-portal/130297?page=0&pageSize=10 The suggestion was that an "Ethernet ISO Communication (MAC Address) on a low level communication before the Windows CE is started." Subsequently, a link was created to show us how to recover with ProSave (which I've read, but alas to no avail): https://support.industry.siemens.com/cs/ww/en/view/19701610 Am I missing something with the Ethernet ISO communication? Most of the links that I've read online (on the Siemens forums) suggested me to have it set to my <Ethernet Network Identification Card name>.TCPIP.1 (and NOT TCPIP.1.Auto), or using <Ethernet Network Identification Card name>.ISO. Please mind that I have tried with both protocols, but both failed to initiate that Ethernet communication that I want, because the HMI isn't even reaching that "booting" state, I guess (I don't know if that is the proper term to use here). So, all I want is that "lower level" of communication to the MAC Address using Ethernet that I cannot seem to get to. Is there a way to resolve this? I saw a solution for Basic panels using USB, but... well, it's for Basic panels, not comfort. Any help would be greatly appreciated!!! (And yes, unfortunately, sending it for technical repairs is NOT an option as it simply isn't my HMI, and I'm going to recover the project via the .psb after the factory reset). Thank you all very much in advance!!! Attachment TP700 Comfort.png (1682 Downloads)
	Last edited by: Pyrus at: 05/07/2021 21:54:54
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5/8/2021 9:33 PM	Rate (0)
Pyrus Advanced Member Joined: 10/8/2015 Last visit: 8/18/2025 Posts: 62 Rating: (3)	Hello again guys. Just letting you know that nothing new happened so far. The result is still the same no matter what. I'm really hoping someone does manage to find a solution for this. By the way, I also tried to communicate without any IP and even using TIA Portal to see if I can access it, but all those efforts were fruitless. The HMI couldn't be picked up in TIA Portal either. No protocol used is able to pick it up, unfortunately. I actually even saw forums where Siemens Technical Support had replied to customers that they absolutely have to send it in for technical repairs. In any case, I was wondering about these technical repairs and if there is something that I could do on a HARDWARE level. Is there a way to reset the firmware or do anything of the sorts that allows me access to the HMI? I'm talking about reset on hardware level, not software level (just in case there really is no solution. I'm still open to ANY suggestion, to be honest... well, other than sending it to technical repairs ). I'm also wondering if someone even managed to create a USB file system just like the ones found in "BasicPlus" folder for Basic panels recovery, but for Comfort panels instead. Like I said, I'm open to pretty much any solution, and I won't hesitate to try them out. My TP700 Comfort is pretty much useless in its current state anyway... so yea.

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5/12/2021 11:57 PM	Rate (0)
Pyrus Advanced Member Joined: 10/8/2015 Last visit: 8/18/2025 Posts: 62 Rating: (3)	OK, so update No. 2: We actually managed to send the HMI for Technical repairs, and we explained to them the issue and what we basically had tried. We had already concluded that it was an issue with the Siemens firmware itself and that, based on the numerous forum posts concerning this particular issue, no matter what we try (even based on Siemens support here), we'll still need to send them in for technical repairs. Well, how do I put this gently...? HMI is still on the fritz, and unfortunately even the technicians were unable to repair it. That said, I've no clue what type of repairs they've attempted from their end. So, I'm now stuck with trying to repair this HMI myself. Again, please provide literally ANY means of repairs that you can. I have absolutely no problem with this. If it is something that can be done on a hardware level to try and repair a software issue, I'm willing to go for it, because as far as this HMI is concerned, it might as well not light up at this point because it is just as useless in its current state. Is there anything, and I do mean ANYTHING that can be done on electronics level? Do you want me to disassemble it to show you pictures of it inside, just in case there is a way to reinitialize everything with a software like SinecPNI maybe? What about the slot where it says "System Data" (SD Card slot)? Because, as I said before, even without an IP address (0.0.0.0), it still won't go for a full reinitialization, and it's not like these things come with a BIOS battery or something that can completely erase the internal EEPROM or Memory of whatever. So yea... any suggestion by any user, I'm willing to try.

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8/3/2021 3:01 PM	Rate (0)
HeroMan Posts: 1 Rating: (0)	I had the same problem. If you find any solution for this issue or come to your mind, please share it here. Also, after the stuck screen, a black screen comes up. The cursor blinks in the upper left corner and freezes like that. Information multiplies as it is shared. Thanks.
HeroMan Posts: 1 Rating: (0)	Last edited by: HeroMan at: 08/03/2021 15:04:29
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9/7/2021 10:52 AM	Rate (0)
#04_Mechatronics Regular Member Joined: 5/26/2019 Last visit: 7/18/2023 Posts: 1 Rating: (0)	Hi, At the moment we have the same problem, sometimes it starts, but sometimes it doesn't boot at all. If anyone has found a solution? Could you please share that with us? Thanks in advance!

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10/27/2021 6:44 PM	Rate (0)
GregElsner Posts: 3 Rating: (0)	Hi Guys., I have exactly the same issues. My HMI went literally dead during machine power down. Ever since its stuck on boot up screen Siemens logo. I took the troubleshooting to a slightly different level. I decided to re-program CMOS with content red from spare working HMI exactly same model. The chip was removed from the pcb and brand new chip with non corrupted firmware was programmed into the Chip. The model MX 25L8005. Unfortunately it did not work the trick the issue still persists. Next potential culprit is NAND memory with the OS. We will transplant the chip from working HMI mainly for the sake of proving what's wrong with it. It appears that the boot process is stuck on OS initialization. I am not even sure if embedded system are performing POST during first stage of boot up. In the past I had cognex hmi that gave up and back then an exactly the same Nand memory chip was faulty. I will post the result of the swap ones it's done. Regards, Greg.
GregElsner Posts: 3 Rating: (0)
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12/20/2021 8:57 PM	Rate (0)
Pyrus Advanced Member Joined: 10/8/2015 Last visit: 8/18/2025 Posts: 62 Rating: (3)	Hello again! Unfortunately, I've found no solution thus far. All solutions are referring to the basic panels, not the comfort ones. @GregElsner Did you manage to find a solution to this dilemma? Does swapping the NAND chip reinitialize everything and makes the OS boot successful? I just left the power completely out of the system all this time, to see that it may reset itself, but I'm still getting that boot screen all the time. Does anyone have any updates on this? Because I truly am out of ideas at this point. And to think about buying another HMI just because of Siemens' mistake?? Inadmissible!

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1/26/2022 8:22 PM	Rate (0)
A.Flores Member Joined: 2/21/2021 Last visit: 9/3/2025 Posts: 1 Rating: (0)	Try desoldering the supercapacitor is the blue one ,not really tall.

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1/27/2022 8:23 PM	Rate (0)
Pyrus Advanced Member Joined: 10/8/2015 Last visit: 8/18/2025 Posts: 62 Rating: (3)	A.Flores Try desoldering the supercapacitor is the blue one ,not really tall. Would you please explain the purpose of desoldering the supercapacitor? Am I supposed to replace it with something else, or leave it as an open circuit? I take it you may have tried such a thing and worked out for you? If so, what are the steps that you took (in details) to get things working again? Please let us all know, and thank you in advance.

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2/2/2022 12:54 PM	Rate (0)
Murof Platinum Expert Joined: 8/3/2009 Last visit: 9/5/2025 Posts: 16349 Rating: (1931)	Hello I would send it to repair center: https://support.industry.siemens.com/cs/ww/en/view/22639376 Bye Murof
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