printer

[rlwest]

My hp 8015e stopped feeding the paper. I tried most of what i knew, nothing worked. I turned it off all day. when I turned it back on, I keep getting: get hp software 123.hp.com.

I did that when I bought the printer four months ago. I cannot get further in the setup.

[Gaya1239]

Hi @rlwest ,

Welcome to The HP Support Community.  

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

I understand the issue you're describing suggests that your HP OfficeJet 8015e may have reset itself or is experiencing a software-related issue preventing it from functioning correctly. Here’s how to troubleshoot the problem:

Step 1: Confirm Paper Feed Mechanism

Check for Paper Jams or Obstructions:

• Open the paper tray and inspect for any debris, torn paper, or misaligned sheets.
• Remove the paper stack, fan it to ensure no sheets are stuck together, and reload it.
• Ensure the paper stack is aligned with the guides and not overfilled.

Inspect the Rollers:

• Power off the printer and disconnect it from power.
• Gently clean the paper feed rollers with a lint-free cloth slightly dampened with water. Rotate the rollers manually to clean them completely.
• Let the rollers dry for a few minutes before turning the printer back on.

Step 2: Address the "Get HP Software" Message

This message typically appears when the printer is not set up or connected properly.

Reconnect Your Printer:

• Go to Settings > Devices > Printers & Scanners on your computer.
• If the HP OfficeJet 8015e is listed, remove it by clicking Remove Device.

Download and Reinstall Software:

• Visit 123.hp.com and enter OfficeJet 8015e.
• Download and install the recommended software (HP Smart or Full Feature Software).
• Follow the on-screen instructions to reconnect the printer.

Re-add the Printer:

• Once the software is installed, use the HP Smart app or Windows Add a Printer feature to re-add the printer.

Step 3: Perform a Printer Reset

1. Turn off the printer and unplug it from the power source.
2. Wait for at least 60 seconds.
3. Plug the printer back in and turn it on.
4. Try connecting it again via the HP Smart app or software.

Step 4: Update Firmware (If Possible) Update the firmware on an HP printer

1. Visit the HP Support page for your printer model.
2. Download and install the latest firmware update.
3. Update the firmware via USB if the printer isn't connected to Wi-Fi.

Step 5: Reset Printer to Factory Settings

1. On the printer control panel, go to Setup or Settings.
2. Navigate to Printer Maintenance > Restore Factory Defaults.
3. Follow the prompts to reset the printer and try setting it up again.

I hope this helps. 

Take care and have a good day.

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