How do I clear error message 28358a on an hp officejet pro 9120e

[olsonmjo]

How do I clear error message 28358a on an hp officejet pro 9120e

[Hawks_Eye]

Hi @olsonmjo 

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

I understand how frustrating it feels when an error suddenly interrupts your workflow, especially after you’ve already taken steps to restart or reconnect. 

Error 28358a on the HP OfficeJet Pro 9120e usually indicates that the printer’s encryption credentials have expired, which can affect printing or scanning from connected devices. Clearing it involves refreshing the credentials and ensuring the printer is properly updated.

Thank you for your patience—let’s walk through the steps to clear this message and restore smooth operation.

Steps to Clear Error 28358a

Restart the Printer

• With the printer powered on, unplug the power cord from the rear.
• Disconnect it from the wall outlet.
• Wait at least 60 seconds.
• Plug the cord back into the wall and then into the printer.
• Power it back on and check if the error clears.

Update Firmware

• On your Windows 11 PC, open the HP App.
• Select your OfficeJet Pro 9120e.
• Go to Settings > Advanced Settings > Firmware Update.
• Install any available updates. This refreshes the printer’s security certificates and can clear expired credentials.

Refresh Encryption Credentials

• Open the Embedded Web Server (EWS) by typing the printer’s IP address into a browser.
• Navigate to Network Settings > Advanced Security Settings.
• Look for an option to reset or refresh encryption credentials.
• Apply the changes and restart the printer.

Reconnect Devices

• On your Windows 11 computer, remove the printer from Printers & Scanners.
• Add it again using the HP App or Windows settings.
• This ensures the new credentials are recognized by your system.

Once the firmware is updated and encryption credentials are refreshed, the error message should disappear. The printer will then reconnect securely to your devices, allowing you to print and scan without interruption.

Would you like me to also share how to run a network reset from the control panel? It’s a quick way to ensure the printer clears any saved settings and starts fresh with your current Wi-Fi.

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Take care, and have an amazing day!

Regards, 

Hawks_Eye