HP Office Jet Pro 9015e can't modify paper on page setup screen

[ShirlS22]

I recently installed a OfficeJet Pro 9015e with the help of HP support. I just noticed that I'm unable to modify the paper size on the setup screen.  I tried putting my HP user name and password in to unlock the setup page but couldn't get the setup to unlock. Help!

[Jay_G24]

Hi @ShirlS22,

Welcome to the HP Support Community

I'd like to help!

I understand you are unable to change the printer settings.

To assist better -Could you share an image of the screen requesting username and password?

Let me know!

[ShirlS22]

 

 here’s what I receive. Let me know what else you need. Thanks so much.

[Jay_G24]

I understand the printer is locked with the admin username and password.

We can perform a factory defaults on the printer to resolve the issue

• The reset instructions are specific for your printer and performing those steps on a different printer may corrupt the device.
• I've sent you a private message with reset instructions, follow the reset instruction to perform a full reset and re-initialize the printer.
• In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link: https://h30434.www3.hp.com/t5/notes/privatenotespage

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Yes" on the bottom right to say “Thanks” for helping!

[ShirlS22]

Hi, Jay

I don't see a private message on my profile. The link takes me to an access denied page. Any help you can give me would be appreciated.  Thanks

[ShirlS22]

Still no sign of the private message. Kindly resend. Thanks.