Problem with my HP Office Pro 9720

[Adi160365]

Before I contact the tech help at HP I'm hoping someone can assist. 

We recently had a situation that caused our BT internet to drop out and for a few days we had to revert to our EE WiFi connection -  the printer worked fine with this change.    BT was reestablished and since then the printer has refused to work correctly.    I have been working with computers for over 40 yrs so I know my way around a computer /  printer set up, but this has me stumped.  After some initial issues,  I removed all references / files / app's from my laptop and re-installed the printer .  The information on my screen said that everything had been installed correctly and the printer was working but the printer screen either showed the QR box and told me to visit start hp.com /ojp9720e  or continued to say "printer setting up"  - I left it for over 12 hours with no change.        The scanner appears to work, but does not save to computer , but the printer does not -  it just sits on the QR code and does not allow me past this point.    

can anyone suggest a remedy,  could the change from BT to EE and then back have damaged it ?   I have reset the printer network settings on numerous occasions but although the computer screen says the printer is installed correctly, I can not get past the QR code -  HELP !!! 

Adi Orchard.  

[ferRX]

Hi @Adi160365 

if you have a screen with a QR code box, then click on the "?" question mark and continue to Network setup on your printer.

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* Click YES   to say thank you, 

* Click Accepted as Solution when question is answered.

Best regards,

ferRX.

[Adi160365]

Thank you for your response, its very much appreciated . 

I'm not one for reading the instructions , but I did in this case and noted the comment regarding the ? mark.   However,  my screen does not show a ? mark , even if you scroll down.   It also directs you to a different url.   I have attached a photo for your information. 

[ferRX]

Hi @Adi160365 

Ok, thank you for sharing a photo about the printer screen message.

1. Following the steps in the mentioned URL it shows that the printer needs to Load paper, so just do that,

2. Open the Paper tray and load some paper.

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3.  Then check if the Printer screen shows a message about "Alignment needed"

• 

* Click YES   to say thank you, 

* Click Accepted as Solution when question is answered.

Best regards,

ferRX.