Can't get to Home screen

[Lencrest]

I have an HP OfficeJet Pro 9015 series all in one printer. The home screen on the printer is stuck indicating there's a paper jam when there is no jam after having scanned a two page document to a USB memory stick. The originals came through the scanner but the screen indicates there's a jam when there is no jam. I've sent documents to the printer from laptop, and they print fine which indicates there's no paper jam; however, I can't get back to the home screen on the printer in order to perform a "copy" function or do another "scan" to a USB drive.  I have turned off and unplugged the machine and left it unplugged for hours. Restarting the machine gets the same message on the home screen that I can't get off of.

[Hawks_Eye]

Hi @Lencrest 

Welcome to the HP Support Community! We're here to help you get back up and running.

Thanks for explaining the situation so clearly—I’m really sorry your HP OfficeJet Pro 9015 is stuck on a false paper jam message and won’t return to the home screen. It’s especially frustrating when the printer still prints from your laptop, yet blocks access to core functions like scanning and copying.

Let’s walk through a focused recovery process to help clear the jam alert and restore full functionality:

Step-by-Step Fix for Persistent Paper Jam Message

 

1. Inspect the Document Feeder Thoroughly

Even if the originals passed through cleanly, a small fragment or sensor misalignment can trigger a false jam.

• Lift the ADF (Automatic Document Feeder) cover
• Check for:
  • Torn paper bits near the rollers
  • Dust or debris on the feed sensors
  • Misaligned paper guides
• Gently clean the rollers and sensors with a lint-free cloth

Even a tiny scrap or smudge can confuse the jam detection system.

 

2. Check the Rear Access Panel

• Open the rear door or duplexer (if equipped)
• Inspect for any paper fragments or roller obstructions
• Close the panel securely

The printer won’t reset the jam alert unless all access points are properly latched.

 

3. Perform a Soft Reset

• Leave the printer powered on
• Disconnect the power cord from the rear of the printer
• Wait 60 seconds
• Reconnect the power cord and wait for the printer to fully restart

This clears temporary memory and may reset the false jam alert.

 

4. Update Firmware via HP Smart

• Open the HP Smart app on your computer or mobile device
• Go to Printer Settings > Advanced Settings > Tools > Printer Updates
• Install any available firmware updates

Firmware updates often resolve sensor misreads and restore normal screen behavior.

 

5. Access Embedded Web Server (EWS)

If the touchscreen remains locked, you can manage the printer remotely:

• Find the printer’s IP address via your router or HP Smart
• Enter the IP address into a browser to open the Embedded Web Server
• Navigate to Settings > Printer Maintenance > Reset Options
• Try a Partial Reset or Restore Factory Defaults

This bypasses the touchscreen and may clear the jam state.

Let me know if the screen remains stuck after these steps or if you need help accessing the EWS—I’ll guide you further. 

You’re doing everything right by staying persistent—I’ll stay with you until it’s resolved.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[Lencrest]

Thank you for your advice.  it was successful in getting the "stuck home screen" reset by doing a factory default reset. by entering the printer IP address online and from there doing the reset.  However, in doing so my connection to my active Instant Ink account was cut.  I have certified instant ink cartridges, etc and an active account but some how in the reset the printer's connection to my instant ink account isn't there.  My printer is on line with internet but my instant ink account doesn't see the printer so I can't print.  Any ideas?

[Lencrest]

I was able to get reconnected to instant ink and print some, however, I'm back at the screen that shows a paper jam again, when there is no paper jam, and I am unable to use the machine to either copy or scan. I spent 2 hours with an hp technical support person who was unable to get all three functions working again.  Very frustrating probably gonna dump this piece of junk.

[Hawks_Eye]

My sincere apologies for the inconvenience caused to you. We'd hate for you to be stuck in a situation like this. Because you matter to us.

If after following these steps you still face issues, consider reaching out to our customer support over the phone for further assistance. 

It looks like we may have to raise a service order for the same. 
 

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye