Trouble setting up a new printer

[olowalu2]

I'm trying to set up a new HP OfficeJet Pro 9120e series printer.  I got through most of it but now the control panel is stuck on a page about "Firmware Updates."  It has a Next button but I could press that all day and it never moves off of it.

    How can I set up my wi-fi if I can't get past that message?

   I've tried turning the printer off then back on, and it comes back to that same page.  Help!

[Nal_NR]

Hi @olowalu2,

Welcome to the HP Support Community. 

I'd be glad to help you! 

I understand that you are having issues with the printer setup.

It sounds like your HP OfficeJet Pro 9120e is stuck on the "Firmware Updates" page during setup, preventing you from continuing with the Wi-Fi setup. Here are some steps you can try to resolve the issue:

1. Perform a Hard Reset

• Power off the printer by unplugging it from the power outlet.
• Wait for about 60 seconds.
• Plug the printer back in and turn it on.
• See if the control panel responds normally and if you can bypass the firmware update screen.

2. Check for Updates via HP Smart App

• Download and install the HP Smart app on your phone or computer.
  • If the printer is stuck on the firmware update page but you have already connected it to power and turned it on, the HP Smart app might detect the printer.
• Open the HP Smart app and follow the prompts to complete the printer setup. Sometimes the app can handle firmware updates remotely, which might help you get past the stuck screen.

3. Access the Embedded Web Server (EWS)

• If you’ve connected the printer via USB or Ethernet, you might be able to access the printer’s Embedded Web Server (EWS).
  1. Connect your printer to your computer via USB.
  2. Open a web browser and enter the printer’s IP address (you may need to find the IP address via the printer's info or print it via the control panel if possible).
  3. Once in the EWS, navigate to the Settings section and look for options to update firmware or restart the printer.

4. Try HP Print and Scan Doctor

• Download and run HP Print and Scan Doctor on your computer.
• This tool can diagnose setup problems and sometimes force firmware updates or fix other issues that are preventing you from advancing past the "Firmware Updates" page.x

Please find the remaining steps in the next post. 

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

[Nal_NR]

Hi @olowalu2,

Please find the remaining steps below.

5. Attempt a Firmware Recovery

• If the firmware update page is frozen and you cannot proceed, you may need to perform a firmware recovery:
  1. Download the latest firmware for your printer from the HP support website.
  2. Install the firmware update using the computer (connected via USB or Ethernet).
  3. During the update process, the printer may reboot and resolve the frozen firmware update screen.

6. Perform a Factory Reset

If nothing else works, a factory reset may clear the issue:

1. With the printer powered on, unplug it from the power source.
2. Wait for 60 seconds, then press and hold the Power button on the printer while plugging it back in.
3. Continue holding the Power button for about 15 seconds until the printer shows signs of restarting.
4. Release the Power button and allow the printer to fully restart.

• This should restore the printer to factory defaults, allowing you to start the setup again.

Hope this helps! Keep me posted for further assistance

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