Office Jet Goes off line, wrong paper

[jag7769]

HP Office Jet Pro 9125e, Windows 11

After almost every print, the MS Word document claims the printer is offline.  On the printer go to settings, start the process of wireless setup, and the touchscreen says already connected.  I cannot do two prints without Word claiming it is off line.

Wrong paper.  Go to settings and set to 4x6 and and it has the right size paper with the type set to thick, for postcards.  But when printing, it says the paper does not match the type selected.   Touch Cancel and the printer shows type = plain paper thick, size 4x6.  Exactly what is loaded.  For each print, I must touch the control panel and tell it to print anyway.

It does, and prints correctly.

And now after doing one print, it again says off line.

Do the print from Word anyway, touch the panel for wrong type of paper, and it prints.

Is this something that can be fixed?

[VikramTheGreat]

Hi @jag7769,

Welcome to the HP Support Community.
 

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

Thanks for the detailed explanation—this sounds like a frustrating combination of connectivity issues and paper mismatch prompts on your HP OfficeJet Pro 9125e with Windows 11 and MS Word. Let’s break this down and fix both problems:

Issue 1: Printer Goes Offline After Every Print
 

✅ Fixes to Try:

1. Assign a Static IP Address

Dynamic IPs can cause the printer to appear offline intermittently:

• On the printer, go to Settings > Network > Wireless Summary.
• Note the IP address and enter it in your browser to open the Embedded Web Server (EWS).
• Go to Network > IPv4 Settings.
• Set to Manual IP and assign a static IP (e.g., 192.168.1.250).
• Save and restart the printer.

2. Use the HP Smart App to Reconnect

• Open the HP Smart app.
• Remove and re-add the printer using the static IP.
• This helps Windows maintain a stable connection.

3. Disable SNMP Status Monitoring (Windows)

• Go to Control Panel > Devices and Printers.
• Right-click your printer > Printer Properties > Ports tab.
• Select the port your printer uses > click Configure Port.
• Uncheck “SNMP Status Enabled” and click OK.

Issue 2: Paper Type Mismatch Prompt

✅ Fixes to Try:

1. Match Paper Settings in Word and Printer

• In Word, go to File > Print > Printer Properties.
• Set Paper Size = 4x6 in, and Paper Type = Thick or Postcard (to match printer settings).
• Save this as a custom preset if needed.

2. Set Default Paper Settings on Printer

• On the printer touchscreen:
  • Go to Settings > Paper Handling > Default Paper Size/Type.
  • Set Size = 4x6 in, Type = Thick or Postcard.
• This ensures the printer doesn’t prompt for confirmation every time.

3. Disable Paper Mismatch Prompt (if available)

• On the printer or via EWS:
  • Look for Tray Behavior or Prompt Settings.
  • Set Prompt for Paper Mismatch = Off or Bypass.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support

[VikramTheGreat]

Hi @jag7769,

Welcome to the HP Support Community.
 

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

 Please try the steps and let us know how it works.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support