Printer cannot print until the issue is resolved...

[Helen707]

My printer won't print.  HP supplied cartridges are not the problem.  Error message says "A problem has occurred and you will be unable to print until the issue is resolved.  Check your HP account for more information".  I have checked my HP App and HP online account and cannot find any information about what the problem is or how to resolve it - where do I look? what could the issue be?

[VikramTheGreat]

Hi @Helen707,

Welcome to the HP Support Community.

Thank you for providing the details. Since your HP OfficeJet Pro 9015e is displaying“A problem has occurred, and you will be unable to print until the issue is resolved. Check your HP account for more information,” but you are not seeing any additional information in the HP app or your HP account, let's first check the printer's connection to HP Web Services.

HP Web Services allows the printer to communicate with HP online services, and the printer must have an active internet connection through Wi-Fi or Ethernet.

Check Web Services

1. Make sure the printer is connected to your network and has internet access.
2. Find the printer's IP address from the printer's network information.
3. Enter the IP address into a web browser to open the printer's Embedded Web Server (EWS).
4. Select the Web Services tab.
5. Check the status: 
   • If a summary screen is displayed, Web Services is already enabled.
   • If a setup screen is displayed, select Continue or Enable, and follow the on-screen instructions to enable Web Services.

If Web Services is already enabled, please leave it enabled.

You can refer to HP's official document here: HP printers - Managing the printer internet connection (Web Services) | HP® Support

Restart the printer and network
After checking Web Services:

1. Turn off the printer.
2. Restart the router.
3. Restart the computer or device you are printing from.
4. Once the internet connection is restored, turn the printer back on and allow it to reconnect to the network.
5. Open the HP app, sign in with the HP account associated with this printer, and check the printer status again.
6. Try printing again.

The HP app can display printer status and provides troubleshooting tools for network connection issues.

If the same message continues, please let us know:

• Whether Web Services shows as enabled or disabled.
• Whether the printer shows online or offline in the HP app.
• Whether you see any additional message on the printer's control panel.

This information will help us determine the appropriate next step.