Cannot set up used printer

[crystaldanae]

I bought a used HP OfficeJet Pro 9015e secondhand and I cannot get it setup. I have created an account on HP and have the HP Smart app on my computer and my phone. I get to the screen where it asks me if I want to accept the recommended options or decline the optional options, then the next screen I get says "Unable to register the printer to your account."  The Error Code is UA_400_EB000U0410. My apps are up to date, the printer has nearly full HP ink cartridges, I have removed the printer in the HP app and tried adding it again, and I have done a factory reset on the printer. I am still getting stuck at this stage.

After doing a bunch of research, my best guess is that the person who had it before me was enrolled in HP+ and did not remove the printer before passing it on to me.  Unfortunately, I don't know who the previous owner is, so I can't ask them to remove the printer. 

Any potential solution I can look into?

[zoey7886]

@crystaldanae, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding HP OfficeJet Pro 9015e printer! 

We're thrilled to have the opportunity to assist you and provide a solution.  

It seems like you are encountering an error while trying to set up your HP OfficeJet Pro 9015e printer. Here's what you can do to troubleshoot the issue:

Verify Internet Connection: Ensure that your printer is connected to a stable internet source. The setup process requires a connection to the internet, so double-check both your device and the printer's connections.

Check Network Settings: Make sure your printer is connected to the same network as the device you are using. If your router has multiple frequencies (e.g., 2.4GHz and 5GHz), ensure both the device and printer are on the same frequency.

Printer Firmware Update: Sometimes, a firmware update is necessary. Check if there is any pending firmware update for your printer model and install it.

HP Smart Account Issue: There might be an issue with linking the printer to your HP account. Try signing out and then signing into the HP Smart app again, or even reinstalling the app to ensure everything is up to date and potentially reset any errors.

Reset Printer: You can reset the printer to clear any network settings that might be causing issues. Power off the printer, unplug it, wait about 60 seconds and then power it on again.  

Hope this helps! 

Take care, and have an amazing day!  

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Regards,