HP Envy 6400 - can't reset

[83coEmaJ]

Hi,

I have been trying to reset my HP 6400 printer to factory reset, but there is no solution.

When I press both wifi and power button the printer blink amber at the center and at the same time purple from center to the borders. Also all the incons are on. On top of this there is also an E9 issue - all at the same time. I can't follow any of HP support instruction because on my app I can't find the printer and there is no other way to connect the printer to my home wifi.

On my phone I cannot add the printer; the Smart app also suggests me to connect to the wifi of the printer, but that wifi is not finden by my phone.

A waste of time and money so far; support documentation is totally useless.

Did anyone face a similar challenge? Thank you

E

This is a horrible experience, I have been using the pritner a few times and it's already broken; it seems to be a firmwarwe

[Rainbow23]

Hi @83coEmaJ,

Welcome to HP Support Community. 
Thank you for posting your query, I will be glad to help you.

I see that you are facing issues with your HP 6400 printer wherein you get an error code E9.

Please follow the steps listed below:
Step 1: 
1. On your computer or mobile device, open the Embedded Web Server (EWS).

* HP Smart app: Open the printer settings, and then locate and select Advanced Settings. Click Tools or Web Services to open EWS.
If Advanced Settings is not available, print a Network Configuration or Printer Information page.

* Print a Network Configuration or Printer Information page: Press the Information button  on the control panel to print the page, and then note the IP Address. On a computer or mobile device, open a web browser, type the IP address into the address bar, and then press Enter to open EWS.

NOTE: Depending on your browser, you might need to accept the Insecure status of the webpage.

2. If prompted, enter the PIN from the printer label, which is located inside the printer.
* Lift the ink cartridge access door.
* Locate the PIN label.
* Note the PIN.

3. On the EWS page, click the Settings tab.
4. Click Restore Defaults> HP Secure Erase. Printer should restart automatically. If the printer does not restart automatically, press the Power button once, wait until the printer is fully turned on, and then proceed to the next step.
5. Press the Power button to restart once more.

Step 2: Remove and add the printer to HP Smart app.

Uninstall the Printer:

1. Navigate to and open Settings

2. Select Apps or Application Manager from the device Settings

3. Select HP Smart

4. Select Uninstall

Reinstall HP Smart App.

1. Download the HP Smart app from 123.hp.com (Android, Apple iOS, iPad OS), 

or HP Smart - Microsoft Store (Windows), 

or HP Smart - Mac App Store (Mac).

2. Open the HP Smart app.

3. The app searches for recently installed printers.

- If your printer displays, click it. If you are setting up a new printer, it might display with Set-Up under the name.

- If your printer does not display, click the Plus sign, and then follow the on-screen prompts to add your printer or set up a new printer.

You may also refer to this HP document: https://support.hp.com/in-en/document/ish_1716406-1413451-16 
 

I hope this helps.
Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[83coEmaJ]

Hi,

thanks for your reply - something might have gone wrong with saving my message.

This does not work as the printer is not being found by my wifi - so there is not chance to find the advanced settings.

If I try to connect the printer to the wifi, it is not possible to connect the printer to the temporary HP wifi that is necessary to use in order to do the setup.

If I try to reset the wifi, also by pressing the 2 buttons in the back for 5 seconds, it doesn't change; the printer is not being found by the wifi. Please notice that the wifi works as I use it for work and even my smart tv is connected.

I also waited 2-3 hours as I read somewhere that this issue might be related to the firmware update; also doing this doesnt help.

Please let me know.

Thank you

[Rainbow23]

Hi @83coEmaJ,

This issue might require one on one interaction to fix it.

I've sent you a private message with further instructions. 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 or simply click on this link

Take care and have a great day ahead!