HP officejet 9120e setup hangs during setup of HP smart

[jb2001B]

I'm not good with software. I am trying to setup a new out-of-the-box HP OfficeJet 9120e printer. As directed by the setup website, I've done all the process right up until download and opening HP Smart. At that point, the webpage hangs. I've tried uninstalling the HP Smart, turning computer off and on again, and (without success) tried to reset the printer to factory settings. The only screen I see is one that says "Return to Setup Website." Obviously, it isn't resetting.

After hours of this, I give up. Any help would be appreciated very, very much.

[Max3Aj · Accepted solution]

@jb2001B, Welcome to HP Support Community. 

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

I understand how frustrating this can be, especially when you’re trying to set up a brand new printer and it gets stuck at the most important step. Don’t worry, I’ll walk you through it step-by-step so we can get your HP OfficeJet 9120e up and running smoothly.

Reset Your Printer

1. First, let's make sure your printer is fully reset to factory settings:
2. Turn OFF the printer.
3. Unplug the power cord from the back of the printer.
4. Hold the Power button on the printer (while unplugged) for 15 seconds.
5. Plug it back in and turn it ON.
6. On the printer screen, go to:
   Settings > Network Setup > Restore Network Settings
   → This will reset Wi-Fi and allow HP Smart to detect the printer again.

Uninstall HP Smart Completely

Let’s clean out the HP Smart app and reinstall it fresh:

1. Open Settings > Apps > Installed Apps.
2. Find HP Smart, click the three dots, and choose Uninstall.
3. Then press Windows + R, type: 
   %appdata%
   and press Enter.
4. Delete any folder named HP in that window (if present).

Reinstall HP Smart

• Open the Microsoft Store (Start menu > type “Store”).
• Search for HP Smart and install it again.
• Do not open it just yet – we want to make sure the printer is ready first.

Prepare the Printer for Setup

Now on your printer, you should see either:

• “Ready to Set Up”
• A QR code for setup
• Or "Return to setup website"

If you see “Return to setup website,” don’t worry—it’s waiting for HP Smart to finish.

Finish Setup in HP Smart

Now open HP Smart on your PC:

• Click Set Up a New Printer.
• It should find your OfficeJet 9120e automatically.
• Follow the on-screen instructions.
• If it asks for an activation code, check your printer display or the printed instruction sheet that came in the box.

I hope this helps.

Take care and have a good day. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Select "Yes" on the bottom left to say “Thanks” for helping! 

Max3Aj

HP Support 

[jb2001B]

I tried resetting the printer using the process you describe. Each time when the printer came back on it was on the screen that said to go to the install website and contine from there. I tried several times. It would not reset.

I eventually lucked out on a solution. I signed out of my HP account and then ran the install program from the website. It worked. Weird.

Thank you for helping me. I appreciate it.

[Max3Aj]

@jb2001B,  Thanks for letting us help you out! 

If you need anything else, I'm all ears (or rather, all text). Just let me know! 

You're awesome, and I'm honored to have been your go-to guide today! 

Stay fantastic, and have an amazing day ahead! 

Regards, 

Max3Aj