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‎02-13-2025 05:35 PM

HP Recommended
Product: HP OfficeJet Pro 9128e All-in-One Printer

During set up, menu froze at firmware screen. will not save selection and move to next step

Category:
2 people had the same question
2 REPLIES 2

‎02-18-2025 07:48 AM

HP Recommended

Hi @Mayview,

 

Welcome to the HP Support Community! 

 

Thanks for reaching out about your query regarding printer stuck in firmware screen!  

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

 

As your HP OfficeJet Pro 9128e froze on the firmware update screen during setup and won’t proceed, try these steps:

1. Perform a Power Reset

  1. Turn off the printer and unplug it from the power source.
  2. Wait 2-3 minutes.
  3. Plug it back in and turn it on.

If it remains stuck, move to the next step.

 

2. Restart in Recovery Mode

  1. Turn off the printer.
  2. Hold the Power button + Cancel (X) button together.
  3. Keep holding for 10-15 seconds until the printer restarts.
  4. If it boots normally, try setting it up again.

 

3. Update Firmware Manually (Using USB)

If the screen is stuck, you may need to update the firmware manually:

  1. Download the latest firmware from HP’s website (HP Support).
  2. Install HP Easy Start or HP Printer Firmware Updater on a PC.
  3. Connect the printer to the computer using a USB cable.
  4. Run the firmware updater and follow the on-screen steps.

 

4. Reset the Printer (Factory Reset)

If the issue persists, try a factory reset:

  1. Turn off the printer.
  2. Press and hold the Power + Back (🔙) button together.
  3. When the HP logo appears, release the buttons.
  4. Follow the on-screen setup again.

 

If none of these steps work, let me know exactly what happens when you try each one! 😊

 

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,

Kuroi_Kenshi
I am an HP Employee

Was this reply helpful? Yes No

‎02-22-2025 11:37 AM

HP Recommended

I have read what your solutions was for this problem however you save to do resets by pressing cancel and what not  but my printer screen is froze on firmware update and i can not even get to any other screen

1 person found this reply helpful
Was this reply helpful? Yes No
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