OfficeJet 9015e Offline

[GTifeld]

I just installed the above-named printer for a friend. It's brand new, but shortly after setting it up via WiFi, it went "offline".  I've tried setting it up using both the local network and WiFi Direct, but the same problems occur. It seems to work for a short while, but then HPSmart says it's offline and we can't get it back without rebooting everything. I even tried connecting it directly via USB, but the computer won't see the printer. I tried using HP Scan Doctor to diagnose the problem, but it doesn't see the printer. To make matters worse, we can't even seem to turn the printer off manually. Pushing the power button does nothing, whether we press it once or hold it in. We end up having to pull the power cord from the back.

Any suggestions before calling HP to send it back? Thank you in advance. 😊

[KrazyToad]

@GTifeld

Welcome to HP Support Community

I would like to help

May I know which error are you getting when trying to print?

Are you able to make Photocopies directly from the printer?

I suggest you uninstall the printer driver from root level and then download the full feature software

1.) In Windows, search for and open Programs and features

2.) Select your HP Printer

3.) Select Uninstall

4.) In Windows, search for and open Devices and printers

5.) In the Devices and Printers windows look for your HP printer. If you see it listed right-click on it and choose ‘Delete’ or ‘Remove Device’

6.) Open up the run command with the “Windows key + R” key combo.

7.) Type printui.exe /s and click Ok. (Note: there is a space in between “printui.exe” and “/s”)

8.) Click on the “Drivers” tab

9.) Look for HP Printer driver. If you see it Click on it and click Remove at the bottom

10.) Select Ok

11.) Select Apply and Ok on the Print Server Properties windows

12.) Close Devices and Printers

13.) Restart the computer and download the full feature software Link: https://ftp.hp.com/pub/softlib/software13/printers/OJP9010/HPEasyStart-12.1.03-OJP9010_49_8_4576_1_F... follow the onscreen instructions

Also ensure the printer has the latest Firmware https://support.hp.com/us-en/document/ish_1776648-1643972-16

Thank you

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[GTifeld]

Hi Krazy Toad. Thank you for your response. Here are the answers to your questions:

1. Yes, we are able to make copies without any problem.
2. There are no error messages or codes per se. The only actual message we see is "Printer Offline" in the HP Smart app when we try to print.

Thank you for giving me the steps to uninstall the drivers and reinstall the full software. I actually tried to look for it myself when I first installed the printer, but couldn't find it. When I searched for it, the website seemed to only want me to use the HP Smart app and nothing else. But I will try your steps as soon as I can go back to visit the person with the printer in the next day or so.

What concerns me more is the fact that we cannot physically power down the printer like we should. Whenever I push the power button (either once or by holding it down for several seconds), it doesn't respond. The only way to restart the printer is by pulling plug out from the back and then reconnecting it. This is an inconvenience, not to mention I'm sure it's not good for the printer either.

Anyway, I will follow your steps and get back to you. Thank you once again. 😊

[KrazyToad]

Thanks for keeping me posted

Please ensure the printer has the latest Firmware https://support.hp.com/us-en/document/ish_1776648-1643972-16

For the Offline issue try assigning a manual IP Address

1) Obtain the IP address of the printer – You can print a Network Configuration page to obtain the IP address.

2) Type the IP address on your web browser to obtain the printer EWS page on your computer.

3) Go to "Network" tab - General - Select "Network protocols" - Select "Enable IPv4 only" (or similar) - Apply the settings.

4) Go to the “Network” tab – Click on “Wireless (802.11) – Then click on “Network address (IPv4)

5) Click Manual IP

6) If you see a Suggest a Manual IP Address button, click Manual IP address, and the Manual IP addresses are automatically filled out for you.

7) If your page does not have a button to suggest a manual IP address, type the IP address, subnet mask, and default gateway using the numbers shown in the report you printed.