Printer offline

[Su305]

My printer is offline. I do not know the username or password to unlock the control panel. 

[Rachel571]

Hi @Su305,

Welcome to HP Support Community.

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

If your HP OfficeJet Pro 9015e printer is showing as offline and you're unable to access the control panel due to a forgotten username or password, here are several steps you can take to resolve these issues:

1. Printer Showing as Offline

Check the Connection:

• USB Connection: Ensure the USB cable is securely connected to both the printer and the computer.
• Network Connection: If connected via a network, check if the printer is connected to the same Wi-Fi network as your computer.

Restart Printer and Computer:

• Turn off your printer, wait for a few seconds, and then turn it back on.
• Restart your computer as well. This can often resolve any connectivity issues.

Set as Default Printer:

• Go to the control panel on your computer, select "Devices and Printers" (Windows) or "Printers & Scanners" (Mac), and check if your HP OfficeJet Pro 9015e is set as the default printer.

Clear Print Queue:

• Clear any stuck print jobs in the queue by opening the printer’s dialogue box in “Devices and Printers” (Windows) or "Printers & Scanners" (Mac), right-clicking on your printer, and selecting 'See what's printing'. Cancel all documents if needed.

Use HP Print and Scan Doctor (Windows):

• Download and run HP Print and Scan Doctor, which is designed to diagnose and resolve printing problems.

2. Forgotten Username or Password for Printer Control Panel

Resetting Printer Settings:

If you're unable to remember the username or password to unlock the control panel, you might need to reset the printer to its factory settings. Here's how you can typically reset your HP printer:

Using the Printer Control Panel: If you can access other parts of the menu, navigate to the settings or setup menu, look for an option that says "Restore Factory Defaults" or similar. Note that the exact navigation may vary.

Using Reset Button: If the printer has a physical reset button, you can use it, but most HP printers do not have a dedicated reset button.

Advanced Reset (Last Resort): For a more comprehensive reset, you may need to contact HP Support for guidance as this might involve specific combinations of buttons or procedures that are not typically disclosed publicly for security reasons.

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