HP OfficeJet Pro 9122e nach Factory Reset im "Vorbereitung"-Screen festgefahren – Support nicht erre

[YvesKeller]

Hallo HP-Support-Team,

mein HP OfficeJet Pro 9122e hat massive Probleme nach einem automatischen Firmware-Update:

• Das Gerät führte nervige automatische FW-Updates durch welche im 5 minuten takt felhschlugen, die ich stoppen wollte.
• Ich habe daraufhin einen Factory Reset durchgeführt.
• Seitdem hängt der Drucker dauerhaft im "Vorbereitung"-Screen fest (kein Zugriff auf Menü, WLAN oder normale Funktionen).
• Mehrere Hard Resets (Stromkabel 60+ Sek. abgezogen, Power-Taste gedrückt), manueller Firmware-Update-Versuch per USB und Ethernet-Verbindung haben nichts geholfen. Das Gerät bleibt im Update-Loop stecken.
• Factory reset via LAN Webinterface, brachte auch keinen Erfolg

Zusätzlich kann ich keinen Support kontaktieren:

• Chat: "ERROR NOT AVAILABLE"
• Telefon-Callback: "ERROR – My phone number already registered" (trotz neuer Nummer-Versuche).

Das Problem scheint aktuell und weit verbreitet zu sein (siehe ähnliche Threads zu 9120e/9122e Firmware-Problemen seit Ende 2025). Bitte helft mir mit einem Recovery-Tool, Firmware-Downgrade oder RMA – das Gerät ist unter Garantie!

Gerätedetails:

Modell: HP OfficeJet Pro 9122e

Vielen Dank für schnelle Hilfe!

Beste Grüße,

[Dragon-Fur · Accepted solution]

@YvesKeller 

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Google Translate / Request for Review

Hello HP Support Team,

My HP OfficeJet Pro 9122e is experiencing major problems after an automatic firmware update:

The device was performing annoying automatic firmware updates that failed every 5 minutes, which I wanted to stop.

I then performed a factory reset.

Since then, the printer has been permanently stuck on the "Preparing" screen (no access to the menu, Wi-Fi, or normal functions).

Multiple hard resets (power cable unplugged for 60+ seconds, power button pressed), manual firmware update attempts via USB and Ethernet connection have not helped. The device remains stuck in the update loop.

A factory reset via the LAN web interface also did not work.

Additionally, I cannot contact support:

Chat: "ERROR NOT AVAILABLE"

Phone callback: "ERROR – My phone number already registered" (despite trying a new number).

The problem seems to be current and widespread (see similar threads about 9120e/9122e firmware issues since the end of 2025). Please help me with a recovery tool, firmware downgrade, or RMA – the device is under warranty!

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[VikramTheGreat]

Hi @YvesKeller,

Welcome to the HP Support Community.
 

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

I can imagine how frustrating it is to be stuck in a never‑ending “Preparing” screen right after those failing auto‑updates. You’ve already done the right deep steps (hard resets, factory reset, USB/Ethernet updates, even EWS reset). On the OfficeJet Pro 9120e‑series (your 9122e), this pattern points to the device being trapped in a firmware/critical‑system loop that normal resets can’t clear. Below is the recommended recovery path.

The most reliable recovery sequence (do these in order)

1) Do a true power‑clear, then allow a long boot

1. Power the printer off. If it won’t power off, unplug the cord.
2. Wait 60–90 seconds.
3. Plug directly into a wall outlet (no surge strip).
4. Power on and let it sit on Preparing for up to 10 minutes, don’t interrupt.

This is HP’s first step for F0‑class loops: clear the fault, let the device settle, then proceed to update.

2) Try firmware recovery via USB (from a PC)

Even if normal updates fail, the HP Printer Update tool can sometimes push firmware over USB when the panel is stuck.

• From a Windows PC or Mac, download the latest firmware for the OfficeJet Pro 9120e series from HP OfficeJet Pro 9122e All-in-One Printer | HP® Support and run HP Printer Update with the printer connected via USB. (Use a direct cable; avoid hubs.)
• If the updater prompts for a device in Recovery or shows your 9122e, proceed and do not power off during the update.

HP’s critical‑error bulletin explicitly says: clear the error, then update to the latest firmware; if the update is already current and the state persists, contact HP Support.

Tip: If the updater doesn’t “see” the device, try a different USB port/cable and temporarily disable other printer drivers to avoid port contention.

3) Attempt the Embedded Web Server (EWS) update, if it becomes reachable

If at any point the printer obtains an IP address (via Ethernet is best during recovery):

1. Print a Network Configuration page (if the panel is responsive enough) or check your router’s client list for the printer’s IP.
2. Open a browser to http://<printer_IP> → Printer Updates → Check Now / Update.

EWS is an HP‑supported path for applying firmware on the 9120e platform.

4) Last local attempt: Restore Factory Defaults after a successful update

If you do manage to get new firmware on the device and you still see “Preparing,” perform one final Factory Defaults from the panel (or EWS if the panel is inaccessible). HP cites Restore Defaults as the next step when errors persist after updating.

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[VikramTheGreat]

Hi @YvesKeller,
 

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat