Stuck on gathering device information

[sfahrae]

I own an HP Deskjet 2755e.

I had to switch internet providers and have a new WiFi as a result. I removed my printer from HP Smart and tried reinstalling it from HP Smart. I keep running into an error at the last stage of setup in HP Smart where HP Smart gets stuck on "Gathering Information" and the printer starts flashing all lights and displaying "E."

I have already tried:

1. Restarting the laptop

2. Restarting the printer

3. Doing a hard reset of the printer

4. Removing the printer from HP Smart

5. Trying HP Firmware Updater (it just gets stuck on Device Discovery)

6. Using my phone

7. Using a Windows laptop

8. Using HP Easy Start

9. Deleting the driver preferences

10. Using WPS pairing mode with the router

I have spent hours on this and I'm going crazy. The WiFi network works properly; it tells me that it has successfully connected to WiFi then gets stuck on the next step. I want to use the printer I purchased which was working just fine. Please advise.

[Nal_NR]

Hi @sfahrae,

Welcome to the HP Support Community. 

I'd be happy to help you! 

Excellent description and a great diagnosis. It is greatly appreciated.           

This might require one-on-one interaction to fix the issue via remote assistance.  

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!