Printer not working after firmware download

[PAS13]

I have a HP Officejet Pro 9015e connected to my HP Pavilion laptop via USB cord. I downloaded the latest firmware for my printer, but the download failed. Now I'm getting a message on the printer screen that the printer won't work until I hook up the printer to the internet with a ethernet cord. Mind you, the printer is hooked up to the internet through the USB cord connected to my laptop. My printer will register that it's "offline" until this printer "disconnect" is resolved.  Can anyone help me to get my printer working again and back online? Thanks very much! 

[Sneha_01 · Accepted solution]

Hi @PAS13,

Welcome to HP Support Community.

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

It sounds like your HP OfficeJet Pro 9015e is experiencing issues after a failed firmware update, and it's prompting you to connect to the internet via Ethernet. Here are steps to troubleshoot and potentially resolve this issue:

1. Power Cycle the Printer

• Turn off the printer.Unplug the printer from the power source.
• Wait for at least 60 seconds.Plug the printer back in and turn it on.

2. Connect the Printer to the Internet

Even though you mentioned that your printer is connected via USB, it seems that the printer needs to be connected to the internet directly. Try the following steps:

• Ethernet Connection: If possible, connect the printer to your router using an Ethernet cable. This direct connection can help the printer complete the firmware update.
• Wi-Fi Connection: If you can't use an Ethernet cable, try connecting the printer to your Wi-Fi network:
  • Go to the printer's control panel.Navigate to the network settings.
  • Select the option to connect to Wi-Fi and follow the prompts to connect to your wireless network.

3. Retry Firmware Update

Once the printer is connected to the internet:

• Go to the HP support website and download the latest firmware for your printer.Follow the instructions to update the firmware again.

4. Reset Network Settings

If connecting to the internet doesn't work, try resetting the network settings on your printer:

• Go to the printer’s control panel.Navigate to the network or wireless settings menu.
• Select the option to restore network settings to default.Reconnect the printer to your Wi-Fi network or use an Ethernet cable.

5. Use HP Smart App

The HP Smart app can help manage and troubleshoot your printer:

• Download and install the HP Smart app on your HP Pavilion laptop.Open the app and follow the prompts to add your printer.
• The app can guide you through connecting the printer to your network and updating the firmware.

6. Factory Reset the Printer

If none of the above steps work, consider performing a factory reset:

• Go to the printer’s control panel.Navigate to the settings menu.
• Look for an option to restore the printer to factory defaults. Note that this will erase all custom settings.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571

HP Support