9015e refuses drops offline

[jl_678]

Hi,

I have a 9015e and the printer is connected to my wired Ethernet. I have never had a problem in the past with this printer or a multitude of previous HP Printers. However, this one is problematic. It refuses to stay online and periodically displays the "this printer cannot connect to the Internet" problem. In fact, I cannot even check for a firmware update when connected via wired Ethernet. I see the same problem with both wired and wireless connectivity.

For testing, I have tried the following:

1. Swap the Ethernet cable
2. Power off and unplug the printer

Nothing fixes it. Is this thing just a lemon? My warranty expires today. 😞

Update 1:

To provide further color and avoid, the "update the driver type of advice.":

1. When the printer drops offline, nothing works, none of the clients (phones, laptops, tablets..) on my LAN can print
2. When it is online, everything works normally
3. My networking gear shows the error graphically - See below. Normal devices show all green and the 9015e is showing a ton of gray which represents when it is offline.

Update 2:

Another symptom is that the instant ink site says that it cannot connect with the printer too, and when I try to check for new firmware, the printer fails on "Checking for printer updates." It spins forever and then errors out.

Update 3:

The printer says that it is a DNS/Gateway problem, and the print out says that the "gateway address cannot be reached." I understand what that means, but cannot understand why. Everything else works perfectly on my network. I would also add that I can always ping the printer even when it says that it is down.

[Rachel571]

Hi @jl_678,

Welcome to HP Support Community.

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

I'm sorry to hear about the trouble you're having with your HP OfficeJet Pro 9015e. Connectivity issues like the ones you're describing can be frustrating. Here are some steps to help diagnose and potentially resolve the issue:

• Verify Ethernet Connection: Make sure the Ethernet cable is securely connected to both the printer and your router or switch. Try plugging the cable into a different port on the router.
• Test Network: Connect another device (like a laptop) to the same Ethernet port and check if it gets a reliable network connection. This helps rule out issues with the network itself.

2. Reset Network Settings

• Turn on the Printer.
• Go to Settings on the printer’s control panel.
• Select Network Setup or Network Settings.
• Choose Restore Network Settings or Restore Factory Settings to reset network configurations.:
• Reconnect the printer to your network via Ethernet after resetting the settings.

3. Update Printer Firmware

Firmware Update via HP Smart:

• Open the HP Smart app on your computer or mobile device.
• Select your HP OfficeJet Pro 9015e from the list of printers.
• Go to Printer Maintenance or Tools and select Check for Firmware Updates.

Direct Update:

• If you can access the printer’s control panel, go to Settings > Printer Maintenance > Update Firmware.

4. Check IP Configuration

Static IP: Assign a static IP address to the printer to avoid conflicts and ensure a consistent connection:

• On the printer’s control panel, go to Settings > Network > Wired Network > Advanced Settings.
• Set a static IP address within your network’s range.

Check for IP Conflicts: Ensure no other devices on your network are using the same IP address as the printer.

5. Verify Printer’s Network Configuration

IP Address: Check if the printer has a valid IP address:

• Print a Network Configuration Page from the printer’s control panel to see if the IP address is correctly assigned.
• Ensure it matches the IP address range used by your network.

Ping Test: From a computer on the same network, perform a ping test to the printer’s IP address to check connectivity:

• Open Command Prompt (Windows) or Terminal (macOS) and type ping [printer IP address] (e.g., ping 192.168.1.100).

6. Reinstall Printer Software

• Remove the printer from your computer’s list of printers.Download the latest printer driver and software from the HP Support website for your model.Reinstall the software and follow the setup instructions.

HP Smart App:

• Re-add the printer using the HP Smart app, which often helps resolve connection issues.

I hope this helps.

Take care and have a good day.

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

Rachel571

HP Support

[jl_678]

Just to follow up for future visitors, Rachel's canned response contained an answer. What worked was changing the printer network settings to a fixed IP instead of the default, DHCP. For whatever reason, the printer did not like DHCP, and I saw the same behavior with both wired and wireless.

[jl_678]

Ooops, I spoke too soon. The printer is now online and all attached computers are happy. It can also check for firmware with no issues so the bulk of the issues are fixed. However, I still have an error, and see the following:

Web Services Status: Enabled

Internet connection: Connected

Printer connection to HP Smart: Not Connected

I will go troubleshoot further, but this appears to be a printer issue.

[Rachel571]

Hi @jl_678 

I'm sending out a private message to assist you with the next course of action. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

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”.

Rachel571 

HP Support

[jl_678 · Accepted solution]

Good news. After fixing the network issue, I performed another hard reset (e.g. Power off and then unplug the printer) and when it came back, HP Smart reconnected without an issue. It appears that it is working again! The core root cause was that the printer did not like DHCP.