HP Instant Ink update stopped my computer from starting

[print102]

I cancelled an HP instant ink 3 month free trial subscription as soon as I started to use my new HP9125e printer because I don’t use enough ink to make subscription worthwhile. HP acknowledged the cancellation. The printer worked fine with store bought ink until an update last week at the end of the 3 month trial period from HP. I am now not even able to turn the printer on, although it is connected to power. The screen shows “HP” and 4 moving dots below it as if it is loading, but it doesn't load. Nothing happens when I open the door on the front (i.e., the cartridges don’t move into place so that they can be removed). The on/off button does not work. The menu screen is not available.  I contacted HP but all they suggested was to plug the cable in to a different wall socket. It is getting power so that’s not the problem. I don’t know it you can help but hope you can. 😉

[Irfan_06]

Hi @print102,

Welcome to the HP Support Community.

Thank you for posting your query, I will be glad to help you.

I understand you're experiencing an issue with your printer that is stuck or not booting up.

I apologize for any inconvenience this may have caused, I'm here to help you today.

Please follow the steps below to fix the issue.

A) Perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware if it boots up to the home screen and let me know if that resolves the issue.

C) If the issue still persists, please follow the steps below to connect your printer to the network again as the service provider was changed.

1) Uninstall the HP smart app by click on this link, Restart the computer or mobile device to clear possible error conditions.

2) Enable Wi-Fi setup mode: When you turn on your printer for the first time, it is temporarily placed in Wi-Fi setup mode so that it can be discovered during setup. Use the printer control panel to restore Wi-Fi setup mode, and then set up the printer again. Go to Restore Wi-Fi setup mode on your HP printer for more information.

3) Refer to this link to use the HP smart app on your phone/tablet/PC to add a printer.

Note: Enable Bluetooth for an HP Smart app setup: Enable Bluetooth on your computer or mobile device so that HP Smart can detect the printer during the setup.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[print102 · Accepted solution]

Hi Irwin6,

Thank you very much for your response. Unfortunately none of the solutions work because the printer will not turn on. Because it will not turn on, the cartridges are trapped inside and it won't connect to the computer or the internet. I called HP and they instructed me to return it to HP and they will send a new replacement printer. It should be arriving tomorrow. Thanks!

[Irfan_06]

Hi @print102,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

Happy to hear that you are receiving a replacement printer. I appreciate your efforts in contacting HP community support and If you need any assistance in the future, feel free to reach out to us.

Take care and have a great day ahead!

Irwin6

HP Support