The touch pad on my hp OfficeJet Pro 9015e stopped working

[RT333]

The touch pad on my hp OfficeJet Pro 9015e stopped working.  The printer still prints from commands from my laptop, but the touch pad is not working - it will not recognize my commands when touching the pad.  It will not copy, scan, etc.  I cannot even get any response from the touch pad.  i've tried shutting down and powering back up - but it still will not work.

[VikramTheGreat]

Hi @RT333,

Welcome to the HP Support Community.
 

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

If your HP OfficeJet Pro 9015e printer’s touchscreen is completely unresponsive, but it still prints from your laptop, it’s likely a firmware or hardware issue affecting the control panel. Let’s walk through the most effective steps to fix it.

1. Perform a Power Reset

This clears temporary glitches:

• Turn off the printer using the power button.
• Unplug the power cord from the printer and the wall outlet.
• Wait 60 seconds.
• Plug it back in directly to a wall outlet (not a surge protector).
• Turn the printer back on and test the touchscreen.

2. Check for Firmware Updates

If the touchscreen still doesn’t respond, update the firmware using your computer:

• Go to the official HP support page:
  🔗 HP OfficeJet Pro 9015e All-in-One Printer | HP® Support
• Download and install the latest firmware update.
• This may fix touchscreen responsiveness issues caused by software bugs.

3. Try HP Embedded Web Server (EWS)

If the touchscreen is unresponsive, you can still access printer settings via its IP address:

• Find the printer’s IP address from your router or the HP Smart app.
• Enter it in a browser to open the Embedded Web Server.
• From there, you can check for updates, reset settings, or run diagnostics.

4. Factory Reset via EWS or HP Smart

If firmware doesn’t help, try a full reset:

• In EWS: Go to Settings > Restore Defaults
• In the HP Smart app: Go to Advanced Settings > Printer Maintenance > Restore Factory Defaults

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[RT333]

I went to Settings and reset the printer to Default Settings.  Now the printer will not print from commands from my laptop.  The touch pad says that I need to enroll my cartridges in HP Instant Ink - they already are, HP sent them to me.  How can I get back to at least being able to print from laptop commands????  Thank you.

[VikramTheGreat]

Hi @RT333,

Since your HP OfficeJet Pro 9015e is showing an Instant Ink enrollment required message after a factory reset, even though you're already enrolled and using HP-supplied cartridges, this is likely a cloud sync or account authentication issue caused by the reset.

1. Reconnect the Printer to HP Cloud Services

1. Open the HP Smart app on your laptop or phone.
2. Sign in with the same HP account used for Instant Ink.
3. Add the printer again using Wi-Fi or USB.
4. Go to Settings > Web Services and ensure:
   • Web Services are enabled
   • Printer is connected to HP Cloud

If Web Services are disabled, enable them and wait for the printer to sync.

2. Re-Enrol or Re-Sync Instant Ink

• Visit HP Instant Ink Portal
• Sign in and check if your printer is listed as active
• If not, click Add Printer and follow the steps
• If listed but showing offline, click Refresh Status

3. Check Cartridge Authentication

• Remove and reinsert the Instant Ink cartridges
• Make sure the printer is online and connected to HP Cloud
• Wait 5–10 minutes for the printer to validate the cartridges

 4. Clear Printer Cache via EWS

Since you've already accessed the Embedded Web Server (EWS):

• Go to Settings > HP Web Services > Remove Web Services
• Restart the printer
• Re-enable Web Services and re-add the printer to HP Smart
   

I hope this helps. 
 

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat