OficeJet Pro 9120E firmware update issue

[JStoneking]

New printer and will not let me get past the firmware update.  I cannot get back to main menu.  Firmware update asks if I want automated update or notify.  I have tried selecting both options but on next screen I scroll down, select continu and nothing happens.

[VikramTheGreat]

Hi @JStoneking,

Welcome to the HP Support Community.
 

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

If you're having trouble with the firmware update on your HP OfficeJet Pro 9120E, where you can't get past the update screen, here are some steps you can try to resolve the issue:
 

Troubleshooting Steps:

1. Ensure Stable Internet Connection:
   • Make sure your printer is connected to a stable internet network, either via Wi-Fi or Ethernet. A stable connection is crucial for downloading updates.
      
2. Power Cycle the Printer:
   • Turn off the printer completely and unplug the power cord from the back of the printer and the power outlet.
   • Wait for about 60 seconds before plugging it back in and turning the printer on. This can help in resetting and clearing any glitches.
      
3. Use HP App:
   • Install the HP app on your smartphone or computer if you haven't already: HP App – For HP Printers, Laptops, and Tech Accessories | HP® Official Site.
   • Use the app to attempt the firmware update, as sometimes the app can bypass problems encountered directly on the printer.
      
4. Printer Web Interface:
   • Access the printer's Embedded Web Server (EWS) by entering the printer's IP address in a web browser on a connected device.
   • Check for firmware updates directly through the EWS.
      
5. Local Firmware Update:
   • Download the latest firmware update from the HP OfficeJet Pro 9120e All-in-One series | HP® Support.
   • Follow the HP instructions to manually update the firmware via a USB connection if possible.
      
6. Reboot the Network:
   • Restart your router/modem to ensure there's no network issue causing the problem.
   • After the network restarts, try connecting your printer again and go through the update process.
      

These steps should help you progress past the firmware update screen,

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat

[JStoneking]

None of this is working.  Printer is stuck in firmware update mode.  I can connect with ethernet cable and print but now can not get printer back into wifi mode.  I cannot get printer to screen to anything except firmware status.  I have tried with ethernet cable and computer finds printer but then says it is not connected when I try and update driver.  Only thing I see about firmware is that automatic updates are required.  

Probably just returning to store.

[VikramTheGreat]

Hi @JStoneking,

Thank you for getting back and sorry to hear that you still have trouble with the device.

To get you further assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential. 

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name.  

We're looking forward to helping you resolve this issue! 

Stay tuned, and thanks for your patience! 

VikramTheGreat

HP Support