Windows 11 Can't install drivers for an OfficeJet Pro 9125E

[NormAtHome]

I've got a Verizon wireless router and both my HP Officejet Pro 9125E and notebook computer are connected to the wifi. I've tried multiple methods for installing this printer i.e.:

First I downloaded HPEasyStart_17_2_17.exe and tried to install with this but the program hung up partway through the install and just showed a white page with a progess bar the kept going across for more than 30 minutes until I forced the program closed.

Second there was the offline software HPEasyStart-13.6.5-OJP8020_49_11_4670_1_Webpack.exe that found the printer, I put in the pin number but again the software hung up partway through the install.

Third I tried getting HP Smart from the Microsoft store and that complained about some kind of location problem, where if I clicked a button it took me to the Windows settings for HP Smart and wanted me to turn on location services but location services for this app was grayed out.

Fourth I tried opening Devices and Printers and manually installing it, the printer was found and I entered the pin number but then there was an error installing the driver.

What is going on here that this printer can't be installed? I have other computers on the network that we have installed drivers and they can print to this printer but nothing I've tried lets me install drivers for this printer on this Windows 11 computer?

[zoey7886]

@NormAtHome, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding Windows 11 Can't install drivers! 

We're thrilled to have the opportunity to assist you and provide a solution.  

It looks like you're experiencing issues with installing drivers for your HP OfficeJet Pro 9125E printer using HP Easy Start on Windows 11. Here are some steps to troubleshoot and resolve the issue:

Ensure Compatibility: Confirm that your printer model is compatible with Windows 11. Visit the HP website to check compatibility and download the most recent drivers available for your model.

Run as Administrator: Try running HP Easy Start as an administrator. Right-click on the HP Easy Start executable file and select "Run as Administrator." This can sometimes bypass restrictions that interfere with the installation.

Disable Firewall/Antivirus: Temporarily disable your firewall or antivirus software. These security programs might block the installation process.

Check Network Connection: Ensure that your printer and computer are connected to the same network and have a stable connection. Sometimes router settings can interfere with the setup process.

Download and Install Drivers Manually: Instead of using HP Easy Start, download the full feature software and drivers directly from the HP support website. Install them manually:

• Visit HP's Support Page.
• Navigate to the "Drivers & Downloads" section.
• Select your printer model and download the appropriate drivers for Windows 11.  

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, 

[NormAtHome]

Hi Zoey:

You said "Ensure Compatibility: Confirm that your printer model is compatible with Windows 11. Visit the HP website to check compatibility and download the most recent drivers available for your model." if you read the heading of my email you would know by the model number that this printer is fully compatible with Windows 11.

I tried diabling the firewall and Eset anti-virus and I still had a problem. The printer and computer are attached to the same wifi network since the printer and it's address do come up in the install program before it locks up or crashes. If you had read my entire post you would know that I did go to HP's web site and download the specific drivers for this printer since I specifically mentioned that. So none of what you suggested was of any help and I fell that your answer was a canned response because of what you said.

I have to get this printer working, first when I tried to install the printer from Devices and printers \ add a printer the printer was found on the network and we input the printers PIN number but then got this error:

followed by:

Then we tried the HP software again and we got to the point where it asked for the HP account and we're not sure what email we used when this printer was originally set up but when we tried the most likely email this is what we got:

So how do we figure out which email was used to set up this printer or otherwise get it installed?

[Kuroi_Kenshi]

Hi @NormAtHome,

Thank you for providing detailed feedback and screenshots — I understand how frustrating it is when the installation hangs or fails, especially after trying multiple methods. Let’s go through a focused set of steps to get your OfficeJet Pro 9125e installed on your Windows 11 PC.

1. Confirm Printer Ownership / HP+ Account

Your screenshots suggest the printer is already enrolled in HP+ (hence it’s asking for the original HP account).

If you do not know which email was used, go to the printer’s control panel → Setup → HP Account / Web Services.

Look for an email hint or sign-in prompt.

If you still can’t identify the email, go to HP Account Recovery and use the “Forgot email or password” option with any addresses you may have used.

The printer will not let you finish setup on a new computer until it’s linked with the correct HP account.

2. Prepare the Computer

Uninstall all previous HP software and drivers:

Go to Settings → Apps → Installed apps → HP software → Uninstall.

Restart the PC.

Temporarily disable ESET Antivirus and Windows Firewall again during installation.

Make sure Location Services are enabled system-wide:

Settings → Privacy & Security → Location → Turn On

Scroll down to App Permissions → HP Smart → Enable location (this option will no longer be greyed-out once system location is on).

3. Use the Latest HP Smart

Download HP Smart for Windows 11 fresh from the Microsoft Store.

Right-click the installer and choose Run as Administrator.

Sign in with the same HP account that was used to activate HP+ on the printer.

Let the app discover the printer over the network.

Follow the prompts to finish setup — if it requests the printer PIN again, use the one shown on the printer’s display.

4. If HP Smart Still Fails

Download the Full Feature Software and Drivers for OfficeJet Pro 9125e from HP Support.

Extract the package, then right-click the installer and select Run as Administrator.

Choose Wireless Network (Recommended) when asked for connection type.

If prompted for account sign-in, use the correct HP account credentials.

5. Last-Resort Workaround

If the installer still fails but the printer is visible on the network:

In Control Panel → Devices and Printers → Add Printer, choose The printer I want isn’t listed → Add a printer using TCP/IP address or hostname.

Enter the printer’s IP (found in printer’s Network Settings page).

Windows will install a basic driver so you can at least print while we sort out the HP Smart/HP+ enrollment issue.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

Take care and have an amazing day ahead! 🚀

Best regards,